ConnectWise ScreenConnect Reviews

Some valuable features of this product are file transfer, the ability to blank out the users' screens, and the ability to transfer support easily to another admin/technician on the fly, while also being able keep control and/or view of what is happening.

The best feature so far is the ability for it to reconnect even after a computer restarts or the way it changes networks, although there is usually a 30-second to one-minute time lapse between this.

It made work and support much easier than our previous Microsoft Lync/WebEx solutions. It allowed us to still manage UAC while working in the user's computer. It has also improved the server's ability to add and run tools and scripts from the web console and adding notes to the session (sessions can be kept up for as long as you want).

The tool seems fairly reliant of bandwidth. If the connection is not strong, it can lag behind quite a bit. It can also be time consuming to walk everyone through the plugin that installs for it.

However, the main issue I have seen with it is that, if they are having issues with their web browsers or network, there is really no way to connect with it.

I have used this solution for around six months to a year.

So far, the only stability issues that were found have been due to the bandwith issues on the other end. There have been a few instances where the screen will not display unless we blank out the user's screen but that may have just been due to a bad connection.

There were no scaling issues. However, when using the tool and connecting to multiple monitor setups, you usually need to adjust the connect screen to compensate, as it keeps their native resolution.

I would give the technical support a 8/10. It has some great functions but coming from my past experience of using DameWare and LogMeIn Rescue, it falls slightly short. However, considering the vast difference in the tools and how they are setup, this is a great, quick and easy remote tool that does not need infrastructure support.

My current company has only used our already in-house share desktop clients, Microsoft Lync and WebEx, or just walked through issues over the phone.

It was very easy to set up and also we were able to figure it out without even having any prior training or instructions. This tool is, literally, open and start working, with almost no learning curve.

Previously, in my current company, we were using Microsoft Lync and WebEx for our remote sessions. This was thrown in the mix and turned out to be very useful for us. Our company does support multiple remote users; however, it is not a primary focus and for the most part, remote desktop administration is not needed.

If you are looking for a quick and easy web-based connection session without the need to be on intranet, then this is the solution for you.

As an ICT solutions and software development company, our clients are spread across the globe.  We monitor client systems and provide support services and implementation services to all of our clients irrespective of their geographic location. Once a client reports an issue, or we are alerted of problem situation, we are virtually on-site within seconds to tend to the reported issue.

Due to the fact that we can help our clients by being on-site virtually, the solution has allowed us to reduce our travel costs by about 90%.  This also ensures that we can address client problems in a much shorter time frame.

The solution's ease of use is one of its most valuable aspects. It's very quick to establish a remote session with the client, unlike a similar solution called Bomgar, which was a little bit more problematic in terms of that.   With ConnectWise Control, a client can be connected instantly. You can be on the phone with a client and they will say, "I'm having a problem." You can immediately say, "Okay, you're not registered on our system." A minute later, with ConnectWise Control, the client will be registered and one can remotely provide assistance to that client with a simple one step action.

The security of our clients is of utmost importance, and comparable solutions such as TeamViewer and AnyDesk just did not pass our security compliance requirements.  With ConnectWise Control we are in full control of the security access of the system.  Activating the Multi-Factor Authentication capabilities enhances the access security even further.

ConnectWise Control also integrates with other Managed Service Provider systems such as NinjaOne with ease.  This capability provides your support teams with even more flexibility to support clients.

What we like about ConnectWise Control is that you can brand it as if it is a service provided by your company, and not by some other organisation. You can replace all the branding components so that the product that faces the client only represents your organisation.

The reporting capabilities have also greatly improved over the past few years and assist us to provide compliance reports to our clients.

A major feature is the ability of a client to "show" you via a mobile device what the problem is in case you cannot establish a remote session to the client because the client's system may be offline and only a visual inspection of the issue is possible.

Since my last report three years ago on ConnectWise Control they have addressed my entire wish list for future enhancements.

We've been using the solution for more than five years now.

The solution is unbelievably stable. There was only one instance where we had an outage. It was a planned outage from ConnectWise themselves, where they notified us upfront that between certain hours the service would not be available. That only ever happened once. Other than that, it's always been available. They always notify us upfront when there's going to be a system update. What we like about it, is it updates itself and all agents running with our various clients automatically.

What we like about this system is that we can scale up and down.  You can increase your concurrent agent license requirement automatically online and it's effective immediately. That way, you can support more agents quickly. It also works the other way. Once any spike in workload is going away, you can reduce your license account again. It's really very scalable. 

At the moment, we're supporting about 40 different clients and that encompasses about 300,000 users.

We are constantly using the solution 24 hours per day.

Their support is pretty proactive. We have never had an issue except once. The one time we had an issue, it was actually an installation on a Linux machine. Technical support was pretty reactive from their side. We've been quite satisfied with their responsiveness.

Positive

We previously used Bomgar, which has since been acquired by a BeyondTrust. We switched because it was so expensive. We were very unhappy when our appliance broke down and they said you have to pay five years' worth of backdated software maintenance. They wanted to charge us about 100,000 ZAR, and we backed away, as it was way too much for our small 24 person company.

We switched to ConnectWise's Control, which we found extremely powerful. It can provides us with basically similar features that we used to have with Bomgar. As a remote control solution, it works extremely well.

The key difference between the two was the licensing cost. Bomgar (BeyondTrust Remote Support) is also a very good product. What we did find is that ConnectWise has got slightly more support in terms of integration into other systems than what Bomgar used to authorize at that point in time, over five years ago. It may have changed since then. However, the costs, including the peer cost and the costing model, are quite high.

The solution is actually extremely easy to set it up. It takes less than an hour to set up the framework. Then, if you want to brand it for your own organization, that takes a little bit longer because it depends on how many customized graphics you want to implement on the system. 

We handled the implementation ourselves. We didn't need the help of a consultant or integrator.

With a 90% cost saving on travelling, it pays for itself within days.

You only need to license your concurrent support agents.  We also recommend that you integrate ConnectWise Control with your internal identity providers to ensure that your access to ConnectWise Control is managed by your organisational security frameworks.

We actually looked at a couple of different solutions. We evaluated TeamViewer and AnyDesk. We were not satisfied with these solutions at all due to the fact that they just do not from a compliance auditing perspective satisfied our needs. They didn't meet our security requirements. The majority of our clients would not have allowed us to implement these solutions because the majority of our clients require exceptional security standards. Most of them are governmental institutions and we are under extreme scrutiny in terms of auditing. We need to be able to play back events to demonstrate exactly when we had access to each system at the client site. ConnectWise Control manages to provide all the requirements that we need from a security and compliance perspective.

We are only a ConnectWise customer. We don't have any other business relationship with them.

We are always up-to-date with the latest version. It's automatically updated on the system due to the fact that the service is hosted in the cloud even though it's not really a cloud service. We have our own instance, and we are completely in control from a security perspective. One of our biggest requirements was security. Our users need authentication via their user credentials, which we control with our on-premise security framework.  It's extremely difficult for someone to bypass that security, especially with our added multi-factor authentication.  Even though the service is hosted in the cloud, we have full control over access to that service, unlike TeamViewer and AnyDesk, which is purely a cloud-based solution. 

Any person or company that really wants to have a very efficient and easy to use remote control solution really should evaluate ConnectWise. The solution has a trial period which is valid for 14 days, and you can test it out for free. 

Overall, I'd rate the solution ten out of ten.

We have some support contracts with a few companies. We use it for ticketing, for raising issues, or for the escalation of issues that fall off. We also have some third-party software for antivirus capabilities, like Bitdefender, that help us protect our platforms. 

The remote management piece is the most valuable aspect of the solution for us due to the fact that we can support our clients after hours.

The backup is crucial for our customers. It's a great feature.

In general, it has awesome features. It's more than what we actually need, however, it's a great tool. We have had different RMM systems, like AVG and SolarWinds and we find that ConnectWise is the best.

The solution is a little bit complicated when you want to implement it.

That could be because of the number of features. If there was some simpler way for non-technical people to just implement it. 

The solution should update a few of its features.

We still need to get acquainted with the system. We've only been using it for a few months, so everything is still new.

We've been using the solution for four months.

It's hard to discuss stability just yet. We're new to the product and it has only been a few months. We need more time to properly evaluate it before we would be able to discuss its quality in that respect.

We have three accounts and have three or four people on the solution currently. We're still early in the process. I wouldn't be able to describe how scalable it is.

It's been probably four months since we switched from SolarWinds to ConnectWise. We also use AVG. We found that the different requirements we had were not being completely satisfied with the other systems. We switched to a solution that has all the requirements we need in one platform.

Based on what we researched and our experience on other platforms, and after talking with other companies that were using ConnectWise, we decided to move over to them to try it out.  

The initial setup was straightforward. It wasn't too complex for our team.

The deployment took us about two months in total. 

This was not just a quick installation of a software piece. We had to arrange with our customers and that sometimes takes a longer time as we have to get everything in order.

We use the solution to support our customers. We're an IT support company.

I'm not sure which version of the solution we're currently using. I believe it to be the most updated version.

I'd rate the solution eight out of ten.

We use it to support our company's customers. There are about 10 of us using it. We don't have any extensions enabled. We use both unattended access and remote support functionality.

Our company provides an application that does meeting-room collaboration, meeting organization in corporate meeting rooms. We provide configuration services, globally, to large corporations. The ability to easily remote into their environments makes money for us.

Valuable features include the 

• responsiveness 
• ability to tune up and tune down the connection
• video. 

We use it globally, so I can be on with Philippines, Singapore, Eastern Europe, wherever. Being able to flip quickly between however many monitors that I have running, detune the video for black and white, or with fewer colors to make it faster, is amazing. You don't end up with that half-second lag as you do if you're using TeamViewer or something like that and you have a slow connection. With ConnectWise, you can tune that problem out. It is extremely useful with our customer base.

I have never had a stability problem. There was a period of a day or so once, a few months ago, when they had just become ConnectWise, that the responsiveness of their web-based servers was slow. Then they fixed that, so I'm guessing that was just the joys of rebranding.

I have not noticed any scalability issues.

We haven't needed their tech support. It's easy to understand, it works, it does what we need. The only reason I'd have to phone tech support is to tell them they have a good product.

We use them all when we have to, any of the conferencing softwares: Where the customers have their firewalls blocking out TeamViewer, or because of corporate policy, it's the only thing that they allow. The flexibility to manage bandwidth and organize connections, and the price, make ConnectWise a really good choice.

Their licensing model is good, their pricing model is good, their service is good, bandwidth is excellent. They're consistent.

We're in video conferencing, we're in collaboration, so we have used most of the products out there, and continue to, based on customer requirements. ConnectWise is a better match for our use case.

We like it. We recommend it to other companies. It's easy to use, and it's easy to understand, and it works very well.

I would just say use it.

I've had zero connectivity issues - it always connects reliably and quickly.

The only slowdown I've seen is when quality settings are set to high - and this is primarily on Windows 10 machines that show a picture on the lock-screen prior to the password entry screen. It takes a while to load the screen image in high quality, and this slows down the process of logging in (basically until it loads I can't proceed to the password screen and type it in). I usually switch it over to medium quality and that takes care of it. It would be handy if I could set a default quality, or if there is a way to black out that screen like the desktop background does.

I've been using ScreenConnect remote access for a few months now.

The CPU use on both systems has been the lowest I've seen - on par with Windows Remote Desktop and TeamViewer.

Support has also been great - great demo and help with getting things set up for the first time. Haven't needed any help since then but I feel like I can get help quickly and easily if I ever need it again.

I previously used TeamViewer and Chrome Remote Desktop. ScreenConnect beats out both as it's easier to use than Windows Remote Desktop (outside of a local network) and it's less expensive than TeamViewer. I don't think I would have stopped using TeamView if it was the same price as ScreenConnect.

The other solutions that I've tried are Chrome Remote Desktop, Windows Remote Desktop, TeamViewer, and SplashTop. I've also had my electronic health record vendor remote into my systems using LogMeIn Rescue. Chrome Remote Desktop, SplashTop, and LogMein all use and excessive amount of CPU in my opinion (usually around 30% or so on a core i5 processor - which means one core is maxed out plus some). TeamViewer, Window RD, and ScreenConnect on the other hand usually use less than 5% and seem to have even better performance.

The primary use case is to access my devices remotely, since it is simple to use and responds quickly. Four people in my organization will be using this product. We enabled the following extensions: Edit web.config appSettings, edit app.config settings, Guest Session Starter, and Translation Extension Builder.

We are primarily using unattended access. 

The product's two-factor authentication means we are not worried like before about the state of our security.

Session groups and triggers are the most valuable features, because they make a greater degree of organization possible. A greater degree of organization is valuable to my organization, because we have many sessions to handle. Therefore, keeping track of them all would be more difficult without these features.

Support for PAC files on the guest's side and support for proxy on the host's side. Currently, there is no support for guest-side PAC files or for the host-side proxy (which uses authentication). If I can have this, it would be improvement. It would benefit my organization because we would be able to connect with guests using PAC files in their environment, then connect to our server from a proxy environment (which uses authentication).

Once, after I had changed my security settings, the database data was corrupted.

No scalability issues.

Technical support is fine.

We previously used RemoteView.

The initial setup was straightforward.

The cloud version is relatively inexpensive, but the on-premise version is expensive if you do not need three technicians, only one or two for concurrent sessions.

We evaluated ISL Light.

If you use proxies in your environment, then make sure to test out the product beforehand to see whether this product works in your environment.

Both my IT guy and I use it to be able to access any computer remotely. Only the two of us have access to it. We mostly use the remote support.

Recently I needed to remotely access the software at my office, and I was able to connect using the software and access the information I needed within a minute or two, rather than having to drive to the office to get into the computer system.

Being able to access any computer that's connected to it is the most important aspect. That's the reason we have the software.

I'm presuming that the software is designed as it is for a particular reason. An option I would want would want to have is a shortcut on my desktop, to click on it, and immediately be able to select which system I wanted to access and which computer in that system I wanted to access, and have fewer steps that I would have to physically go through to do so. However, I realize that to have it set up that way, there are numerous steps of security that I would have to be gotten around, and I accept the fact that I have to take three or four steps in order to get what I need.

When I have accessed software, it's worked. That's all I know. When I call my IT guy, and say, "Hey, we're having a problem," he can access what he needs and be able to see it within moments, so I don't have any problems with that.

I use it so rarely that I have not had a scalability problem, nor have I noticed my IT guy complaining about the inability to do certain things.

Once I figured out how it worked, it's not too hard. It's a matter of remembering the numerous steps that are necessary to get into the software, and then to access the particular computer that I'm interested in. My IT guy can do it much faster than I can because I only rarely have to use it.

We use it to give support to our customers. We have three technicians using it and 300 or 400 clients as well. We do have some ConnectWise extensions in use, and we use both unattended access and remote support functionalities.

We were using LogMeIn but the price was so high, so we were looking for something to change to, to use something else like it. We found ConnectWise and we're very happy that we found it.

Unattended access is the most important.

The ease of use is perfect, very easy and useful. It provides us with an option for connecting to our clients quickly and to provide a fast response to a problem. Also valuable are the options that enable us to connect to our clients without installing extensions.

One or two versions before, we saw a problem with live view. The name was dropping from the connected client, or it would change. Now it is okay.

We haven't had any problems with scalability.

They support us perfectly.

LogMeIn. We switched because of the price.

The initial setup was simple.

The product's price is a good value. At first, we switched because of the better price but now we are are using this product happily.

It's a good product.