Who Uses This Software?

IT Professionals


Average Ratings

996 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • ConnectWise
  • www.connectwise.com/software/control

About ConnectWise Control

ConnectWise Control (formerly ScreenConnect) is a fully functional remote support solution. The software gives you the ability to remotely view and control devices from anywhere there is an Internet connection. As a technician, regardless if you primarily support your customers personal computers or a huge enterprise infrastructure, the ability to quickly and effectively resolve problems allows you to save time and improve customer satisfaction.


ConnectWise Control Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Audio / Video Conferencing
  • Brainstorming
  • Chat / Messaging
  • Contact Management
  • Content Management
  • Cooperative Writing
  • Discussion Boards
  • Document Management
  • Group Calendars
  • Project Management
  • Synchronous Editing
  • Task Management
  • Version Control
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Action Item Tracking
  • Agenda Management
  • Attendee Management
  • Board Meetings
  • Committee Meetings
  • Internal Meetings
  • Invitation Management
  • Legislative Meetings
  • Materials Management
  • Meeting Preparation Tools
  • Meeting Room Booking
  • Minutes Management
  • Post-Meeting Tools
  • Scheduling
  • Travel Management
  • Voting Management
  • Diagnostic Tools
  • File Sharing
  • Real-time Chat
  • Screen Sharing
  • Session Recording
  • Session Transfer
  • Surveys & Feedback
  • Electronic Hand Raising
  • Mobile Access
  • On-Demand Webcasting
  • Presentation Streaming
  • Presentation Tools
  • Private Chat
  • Real-Time Chat
  • Record & Playback Ability
  • Screen Sharing
  • Two-Way Audio & Video
  • Video Conferencing

ConnectWise Control Reviews Recently Reviewed!


Easy, Fast, Reliable, Robust - Not much more I could ask for.

Nov 26, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love how quickly I can navigate my inventory, how quickly machines show up once the agent is installed, how quickly a connection is established, and how robust the suite of tools are that I have to interact with the endpoint. File transfers are simple and intuitive (no digging around wondering where the file landed), and the connection doesn't take up a ton of bandwidth so even users in areas with poor internet can still get the help they need.

It's also extremely fast and easy to update the agent on the endpoints.

Cons: I can't RDP connect, only VNC. Sometimes it would be very helpful to connect to the machine without unlocking the screen to the end user. This seems like a basic feature that is standard on many other remote support tools but isn't built into Screen Connect. This is probably the most important feature request I have made.

I wish there was an option to make the chat more "attention-getting" as most users simply don't notice when I start chatting with them if they're not expecting it. I have to call the user to begin their support.

I haven't seen a remote lock (make the HDD inaccessible) or kill feature (wipe the drive after its been stolen and is unrecoverable). This would be a huge help as well.

There have been bugs with "Cloud Administrator" printers getting installed on endpoints that stay there after the connection closes. It's a bug from a previous build that hasn't fully been fixed yet.

Some of the vernacular isn't easily understood (for example, "End" removes the endpoint from the console instead of just ending a session that might be stuck open). If you read through the explanation that's included with each option, it becomes clear but it seems like a poor word choice.

Sometimes the connection gets finicky and takes a minute to reconnect if the user logs out of their windows profile. Thankfully the connection is maintained, but its a bit clunky.

Overall: Overall, we're very happy with the purchase and performance and would recommend the product to anyone. It's fast, reliable, easy to use, competitively priced and their support has been great to work with the few times we've reached out.

Geat product very reliable and good value

Nov 19, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very reliable, The ability to preview desktops is a huge plus and adding 3rd party plug ins is wonderful.

Cons: Wish it had a roll out tool for installing on multiple computers. The platform does go down from time to time and you can self fix it by moving your system to a different location yourself. There are issues with the license counter and many times it says I am out of licenses and we are unable to use the product when we still have license available not being used. Two support requests tickets have been sent and they never respond. Support is a hit and miss. Email support and they will not reply or respond so it is useless , Chat support is hit or miss depending on who you get but if you get the right person it is great. Sales is very disappointing I have been using the product for over a year and so many times I tried to contact sales by email and phone about buying other products the sales reps will never call you back or respond so I gave up and went with another vendor. The sales rep I was working with that was amazing when I started with the Connectwise no longer works there so I am just left floating out here. When I had issues with my license it was a nightmare and ended up costing me a bunch of money to fix I have to repay for my subscription I was already paid for. I gave up trying to resolve the issue paying for something that I already paid because my company was down I needed the product working so we can support our customers. I still have a balance on my account due that I do not owe from that nightmare. Its a good product but there are serious back office issues.

Overall: I think the previous box covered it as best as I can. you spend a lot on advertising your new and other products but it is impossible to buy them when the sales people ignore you even when your a current customer. I have had so many little issues that should have never happened and not been treated very well and fixing them only caused more problems that cost me and caused major problems for my company and our ability to support our customers. While I like the product I am very disappointed with the back office staff and how issues are handled and customers are ignored even whey they are begging for help. I left another vendor to come here when I had an amazing sales rep held me and get my onboarding taken care of and help me in every step of they way learn the basic of the product. She even tried 2 times to get me in touch with other departments for MSP products I needed with no luck before she left the company. I Am about to sign up with PCmatic later this week as I need a MSP product and wish it could have been with Connnectwise . I am not sure if I will stay wit the product I had one heck of a ride in my year and a half or so and issues that should have never happened and when they did should have never been handled the way they did that crippled my company. I apologize if my review may upset anyone but you did ask for it I am taking the time to be honest and tell you my true experience It is important to know the truth on how the customer feels. I hope it helps you.

IT Manager Review of ConnectWise Control

Oct 18, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This software is one of the most important tools I have in my toolbelt for quickly resolving issues. We have a few remote VPN sites and when an endpoint is having issues, it's so much more efficient to see the issue rather than have to decipher another persons interpretation of the issue.

Our sites are not very far apart - about 45 minutes from main office, but when we have an issue that hinders or stops our ability to server our customers that drive feels much longer. To reiterate, resolving issues quickly and efficiently is what I like most about ConnectWise Control. Downtime is costly.

Cons: Probably my least favorite thing is getting the session filters tweaked just right. Once you get the hang of the syntax it's really not bad, but there is a learning curve. Having your endpoints arranged into session groups is well worth the effort.

Oh, and the name needs to be shorter. It doesn't have to be ScreenConnect, but it needs to be that easy to say. Saying Control by itself sounds creepy, like Big Brother creepy. As an Admin I never say "I'm going to use Control to help you with that issue."

Overall: One of the unexpected benefits of having ConnectWise Control is the ability for Managers and Office Managers to be given a subset of privileges to use the software for assisting employees remotely. There are many times they have new employees that need a little help getting familiarized with proprietary software we use in the Ag. sector. ConnectWise Control gives the new employee assurance they're not isolated on an island and the managers are not frustrated at having to drop what they're doing to drive over to a remote site to provide assistance with something that can easily be handled remotely with Control. (

Went from good to AWESOME when we ditched our old remote software for ScreenConnect!

Nov 07, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We moved from a company that charged 25% for a lot less of what we need. While the old login software was limited to 10 computer for more than we currently pay, we can now remote into 100 computers with unlimited logins. We only needed 25 remote computers but since it is so cheap for the 100 computers we went with that and have started offering this service to our clients so that we can log in to their computers and get the financial data directly from their computers rather than having to have them do it for us (which can take both their time and ours and can be frustrating waiting for the data we need fast).

It is MUCH easier to install the software to set up a new computer as all you have to do is name a new computer and download the installer and click on the executable file on the computer you want access to and you are done. 5 minutes to install have up and running. Then you simply have a web portal to access of your computers and you are just two clicks away from the computers you need to access from anywhere in the world.

Cons: There are times when I wish there was a downloadable application to install on computers you will be using frequently to access your remote sessions. But the web login is fine and keeps you logged in for quite some time so having a program installed on your computer is not as much of a necessity. I also don't like that it has an always on preview of the desktop from your web portal. I like that you can see if someone is active on the remote computer you are wanting access to but I think there are some privacy issues that if our clients knew we could "peek" at their desktop without logging in, they might not be so ready to give us access to them.

Overall: Inexpensive, full featured remote desktop software that is super easy to administrate and use. IT professionals would be hard pressed to find something this good for this price. And companies that need remote access for their employees need look no further.

Vendor Response

by ConnectWise on November 13, 2017

Hi Peter, thank you for your helpful feedback on ConnectWise Control! We value your partnership with us and are delighted to hear how well Control works for you and your company. A couple things I wanted to mention for you to know: we value your feedback on having the ability to launch Control on your desktop, and we are actually working on having that functionality for Control partners in the near future! I also wanted to mention that you actually have the ability to turn off the preview mode! Here's the documentation with further detail: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Knowledge_base/Restrict_or_remove_the_screenshot_preview

The Unfortunate Software Cycle Victim

Oct 29, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I love the performance and quality of software customization allowed. I am able to tweak the software to wording, colors, and images allowing me to make the software more of my own. I like that there are multiple ways to connect to client computers from password, link, and unattended access to name a few options.

Cons: They were formerly ScreenConnect until they were bought out by Connectwise who after my most recent experience are a virus to software. Most of the contribution since the buyout is purely visual and makes it work better with other Connectwise software, effectively crippling any chance Control had of integrating with any other software or advancing features such as the chat window and info windows because they expect you to integrate with other Connectwise software.

Overall: Overall, Connectwise Control has been and is a great software and has allowed me to remotely support clients with a smooth connection and not overly complicated connection process. Unfortunately, I believe being owned by Connectwise was and is the biggest weakness and downfall of the Control (formerly Screenconnect) software. Don't get me wrong, it is still a very usefull and functional software, however, it is very clear that the software lack development because the interface is not the intended interface that Connectwise would like you to use, they want everyone to use Manage, which I completely dislike. I am running the Stand alone version I do not beleive they offer anymore, I am thankfully grandfathered in which isthe best legacy benefit of Screenconnect. I cannot say I have found a better option, however, the software as sold now is all in the cloud and I do not think the benefits are the same as my experience.

ConnectWise Control, Easy To Use Remote Control and Support Tool

Oct 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Connectwise Control is one of the easiest and fastest remote support tools I have used. It allows us as a team to provide on demand remote support to end users without having to have a agent installed on their computer. Works great for connecting to personal laptops and workstations. The agent is easy to install and the web interface is easy to navigate for end users. The options for sending a remote support agent to an end user include a link, an email, or a direct download package which is very helpful for getting end user's online.

The client itself is the fastest remote support tool I have used. Once the agent is installed, either a persistent agent, or for on demand support, connection time is usually less than a second. The client provides great options for display scaling, color depth, clipboard support, and a really useful file transfer tool and toolbox. We store our most used support applications in the toolbox that provides our technicians instant access to their most used tools.

Cons: The only part of the software we currently sometimes have issues with and like the least is the way that Control uses the display driver. This sometimes results in slow connections into servers with Matrox graphics cards and doesn't allow us to adjust the resolution of servers that are running without a monitor.

Overall: Overall we are very happy with the way Control works and the value it provides to our business. It is one of our must have and our go to support tool.

Best remote control software out there, period!

Oct 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You can buy a license forever. Easy to install/update the server component. Easy to train new users. Easy to deploy to customers. Has every feature we'd ever want: recording sessions, copy/paste into remote window, unattended access, flexible security settings for different levels of employees, works through UAC prompts (unlike gotomeeting), transfer files/directories to/from remote machine, toolbox to run common executables with one click. Has an API to build additions (we've never had to but it's nice to know we can.)

Cons: We were nervous when ConnectWise bought this company (previously ScreenConnect) because they were known for "rent only" products but for now they've kept the option to buy licenses to own. The possibility that one day they could change the licensing model to rent only is the only thing I dislike about using the software.

Overall: We used Log Me In Rescue for years, paying $500+ a month. We've used TeamViewer, gotomeeting, join.me and Splashtop. We switched to ScreenConnect over 5 years ago and never looked back. The licensing model allowed us to pay once for a number of concurrent connections without having to worry about the number of techs we have. With this licensing model we can pay for upgrades every few years and still save many times over from what we used to pay for Log Me In Rescue. We run the server on our own hardware, having complete control over who has access to it and from where. When ConnectWise took over the product and renamed it to Control we had no issues. They've continued developing it rapidly.

Capterra loader

The ultimate assistance tool

Oct 13, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to drag-drop files directly to or from a session to your local machine make it extremely quick and easy to use, and was a key purchasing feature.

The cloud based option is extremely fast, with geo-location options for the nearest cloud location.

Unlike other similar solutions (which we used to own) you don't get ripped off with upgrade costs every time a new version comes out (which we did).

The huge amount of customisation is of great benefit as it allows us to brand the product to prevent customers feeling uncomfortable that it's a third-party product that may compromise their security.

The system also allows remote management of Android devices, which we use to work on tablets at some customers.

Cons: A peer-peer option would be nice for performance to local machines, but that's a minor thing.

The Android remote client can have issues synchronising the mouse pointer to the screen, but at least we can walk users through working on the device in real-time.

Other than that we haven't experienced any issues or found anything that makes us consider any other option.

Overall: We have instant access to every supported remote machine, both internal and with customers, and it allows us to chat to a customer on the phone, then assist them seamlessly.

I'd recommend the cloud version over self-hosted. It works out to be very cost-effective, and is very fast.

Capterra loader

ConnectWise Control Review

May 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: For the past 6 months or so the company i work for has switched to Connect Wise Control, we can connect to remote servers that are most of the time unattended without the need of a human being giving us access. Moreover Connect Wise Control has some of the best features; Remote Access, which lets me to access our clients' server anywhere, anytime, and any device, Remote Meetings, with Connect Wise Control i can create a meeting to invite attendees to talk about our company's software workflow, and so much more, and lastly, the security integrated with Connect Wise Control which i can added different levels of security to different users accessing our servers via Connect Wise Control. Also, regarding to security, the different levels of security that i can give are; Permission based, Consent based, open communication, and No Footprint, Mostly we use the Consent based permission where the user will log his or her name on accessing the servers.

Cons: I Have not come across any issues with Connect Wise Control since i started using in the past six months.

Overall: By using Connect Wise Control we are getting on time remote access to our servers, we can perform server updates and upgrades without any connection issues. Our clients are always happy that they can access our application anytime, anywhere, any device without the loss of connection. Connect Wise Control has tons of features to use without comprising downtime in this time of century.

Vendor Response

by ConnectWise on May 16, 2018

Hi Yagnesh, thank you for your positive review on ConnectWise Control!

Incredibly fast and reliable Remote Control solution

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The speed of the product and the ease of implementation.

Cons: The licensing model has changed over the years and it seems to be more limited in the ways that you can buy and use it now if you are not a ConnectWise partner. At least the last time I checked. I am a ConnectWise partner so I have 100% of the functionality that I want. I haven't tried their remote printing feature in well over a year, but that is the only aspect of this software that ever disappointed. It was never something that I really wanted or needed myself, but since I allow some of my clients to use my Control instance to access their own machines from home I did try to get it working a while back. It was pretty inconsistent at that time and I have not gone back to see if it works better or not in the latest versions.

Overall: This solution is fantastic for an MSP such as myself that needs to provide support to clients. The ability to start an ad-hoc session easily or have a persistent remote session option available to fit the situation works as it should. I keep repeating myself, but the speed and simplicity of using this product is fantastic. I'm also pretty happy with the pace of innovation and new features that they continue to add to the product.

Great remote software

Oct 12, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I really like the stability of the software once connected. I can reboot the remote system and log back in without a remote user's assistance. It also lets me easily set up a long term connection with a remote system so I can login whenever I need. After the basics there's an immense amount of customization and add ons possible. I really enjoy the control granted over the software.

Finally it had a feature which I hope they bring back, the ability to text a link and then connect to a phone's camera. It was great for assisting when the workstation network was down.

Cons: The main issue I have with control is the actual logging part of it. They've done a lot to help the user understand how to connect, as in writing instructions about what to do right on the connection page, but about half my users still get a bit lost. I would love to see a much simpler connection process.

Overall: Control is a very affordable remote support suite., especially compared to their competitors. Using Control I am able to support my clients, even though I'm now quite far away. I've been very pleased with the stability and functionality of the software.

Capterra loader

ConnectWise Control increases efficiency and increases customer satisfaction

Nov 24, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ability to work from my home-office saving me travel time and expense. Ability to work on multiple clients simultaneously. Increased customer satisfaction by being able to respond to customer calls while they are on the phone and without the need for scheduling a site visit. Ability to host the server myself, providing me more value. Reasonable/flexible license pricing that fit my business model.

Cons: Security configuration a little cryptic. Ability to create a signed installer package from the guest page unclear. (Admittedly, i haven't called into tech support but scanned through the knowledge base for answers)

Overall: I'm an IT Consultant supporting a dozen business clients and over a hundred individual clients. Before ConnectWise Control, I was often found sitting at a client site upgrading or fixing a system issue after their work hours and sometimes way into the night. The remote access/administration solution has provided me the ability to work from my home-office saving me travel time and expense, work on multiple clients simultaneously, and has increased customer satisfaction by being able to respond to customer calls while they are on the phone and without the need for scheduling a site visit.

We have had nothing but success while using ConnectWise Control on a daily basis.

May 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We find that it is much faster and far more convenient than typical RDP and other remote solutions that we have tried. Of the features we find to be the most useful is the file transfer feature (including the built-in toolbox), and the behind the scenes command prompt feature. We use the command prompt feature all the time as to not disturb the user while modifying the system. We support over 500 seats across 25+ customers at multiple sites and the software works great. We have the client installed on Windows, Linix, and Mac OS systems. We counton this software to avoid costly site visits, and it has never let us down.

Cons: There isn't much to negatively say about this software. We run this software on a self-hosted server rather than cloud hosted by the vendor. As such, we are responsible for updating on our own. We had run into a few hiccups in the past when upgrading the software on the server, however, even with the issues, support was able to help us remedy.

Overall: We have been able to remotely solve many issues - saving a trip to the client location(s).

Remote control your servers

Nov 16, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The solution for accessing unattended hosts (they call them Access Agents, or similar) works very well on every OS that I have tried (Windows 7, Windows 10, Debian, and Ubuntu). The unattended hosts stay connected very well even over the terribly unreliable cellular network connections that most of our hosts are on.

The client software (for accessing the remote hosts) works very well on Windows and is super slick. The client software for Linux, does work (Java JNLP) but is very clunky compared to the Windows client.

Cons: The clunkiness of the Linux client.

The rather poor support for any sort of large motion (and video in particular) on the unattended hosts, at least with the Linux (JNLP) client, I do not really use the Windows client much. This is compared to my experience with video using TeamViewer 8 (when you can get the Teamviewer Client to work on Linux anyway)

Overall: When we went to demo the product, we had difficulty with the sign up process, but after reaching out to support, they got it sorted out in a business day.

We are using ConnectWise Control for remote unattended access (more or less daily) to various machines that we have scattered around the province in vehicles. This solution has been far more reliable in actually staying connected and reliability reconnected when disconnected, compared to our previous solution using TeamViewer and is by far less expensive for the only unattended access feature that we use.

Implemented it into a new business and everyone has loved it, so easy to use.

May 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to access the software from anywhere on any device. It doesn't matter if I'm next to a Windows or Mac computer, or even out and about on Android and iOS, I can still access all computers and support our users.

Cons: The technical licensing requirements when using the Access-Only Package. With some of our users being remote-only and never touching our network, and us having strict no end-users having local Administrator, we can't remotely install ConnectWise Control endpoints to their computers without first logging onto their computer with another product like LogMeIn or TeamViewer, and then installing the agent.

It would be good to have a 'limited function' Technical license to accompany a Remote-Only license, where it will stay active for 15mins for one technician to use. Enough time to guide an end user to the website, log on with a code, then install the agent.

It's not worth it for us to pay for 24/mo license when we would only use that feature once every few months.

Overall: Ease of use, quick remote access, friendly support.

Great remote access software

Oct 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ConnectWise Control is a great product for accessing my multiple computers from home, work, and anywhere I have an internet connection. I can even control a computer from my phone.

It makes helping my parents and tech support clients a breeze. It lessens the "what do you see?" questions I have to ask to try to visualize what is happening on their computer because I can see the screen.

The initial price may be high for some, but the annual cost to renew the license is very affordable.

Cons: Initial set up on a self-hosted system was a challenge, but I figured it out.

Getting a user to install the client app on their side can be a bit challenging even as I try to talk them through the procedure. Chrome browser does not like the web app because I am still trying to figure out the SSL.

Overall: Overall, I really like it. I use DigitalOcean.com to host the web app. It runs on an Ubuntu server and uses Letsencrypt for the SSL. I would recommend setting up the 2 step authentication to protect your computers and clients from anyone who would try to hack your app.

I love this product

Oct 14, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Simply works, gives us full control and allows us to connect and support any of our 400+ clients. Allows us to pre-install the software so that as soon as the client connects, we can connect to the pc - otherwise it is easy for us to walk the client through installing our support software. Integrated copy/Paste to transfer files, can see if the client is offline and for how long...

Cons: Lacking the ability to sort by clients that are offline the lonest, if a client loses connection for a while and then reconnects, there is no easy way at the client to tell it to try to reconnect - in addition if the server went offline and then reconnects, the server does not try to connect to the client at the last known IP (which in my case would usually connect immediately) and instead, it can sometimes take a few minutes for the client to come back online - sometimes those few minutes may be critical...

Overall: Overall, without this product, I would probably have to build my own support system - using this is more better.

Great Software, most of the time!

May 08, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Speed of Remote Connections, especially on slower Internet Connections is handled very nicely. Ease of installation on new devices and talking Clients through connecting to a Support session is an advantage. Toolbox is very handy.

Cons: Updates (and therefore bugs) are too frequent. It seems every update lately has introduced new bugs. Would prefer a little more time to be taken to properly address issues and thoroughly test before publishing. We've got 900 Devices connected to our instance and use CWC as our primary RC method, having buggy software is simply not an option.

Further, I'd love to see a File Transfer component. A separate window that doesn't require taking over the console session of a PC but allows File Transfers in the background. We used to use LogMeIn and loved this feature - they however, became far too expensive and tried (badly) to become a full on RMM package.

Overall: Ease of access and control over Client devices. A fast and (usually) stable platform is a key component of our business operations.

Capterra loader

Dead simple to deploy, unprecedented control.

Feb 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Everything. I use Connectwise Control to remotely manage computers in a variety of locations across the company. I started out with a more popular and common brand of remote software and keeping it deployed, running, and configured correctly on over a dozen computers was nearly impossible. One of our security experts recommended Connectwise, and it was the perfect solution. I can see a snapshot of every computer in the company, connect to any of them instantly from one dashboard, and perform all sorts of operations. Deploying the client is as simple as emailing my managers a file and having them click on it, and I have never had issues with the clients once they are deployed. A fantastic remote system.

Cons: I would love to see further development on mobile control solutions. It exists now, I would just like to see it become even more robust.

Overall: It is simply the exact solution I was looking for. It's what makes my entire job possible, managing over a dozen computers in separate locations all across the company. I've had zero issues with deployment or my daily use, and I never have issues with the clients failing, settings being changed, etc. It lets the client side user know that I've taken control, but it allows them to do very little other than that. That means I can keep tabs on these systems and always be sure they are secure.

Capterra loader

Great product

Oct 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very easy to setup and use as well as deploying across many machines during a client onboarding. The application is lightweight that wouldn't impact the computers.

Cons: They have changed their pricing model to leverage per users since the acquisition from Connectwise. There are features to integrate with their other Connectwise products (Automate and Manage) but would be forced to transition from our legacy license that allows for x simultaneous sessions will all the features to a per technician model with features that are packaged which would end up being more expensive...

Would be nice if we can categorize in sub-folders or containers to better organize. Maybe a feature they may be working on.

Overall: Overall, experiences from the staff are excellent boosting productivity for the support we provide our clients where we have over 1500 end points. We would be lost without it. We have used other competing products and have run into compatibility issues and glitches. Connect just works!

Heart of my IT Support Business

Oct 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Allows me to easily access clients computers and provide rapid service. There are many very helpful features so its hard to say which one is the "best". I use the chat feature to communicate with clients before connecting. The ability to organize my client computers into groups allows me to find them fast. The options for setting up support sessions makes it easy to get connected to new clients. It works - simply put.

Cons: I guess I would like the ability to move the full screen access bar that appears from the top of a full screen window to a different location on the screen as it sometimes interferes with MS remote desktop session pulldowns within my own remote session. Maybe they'll add that feature after reading this...

Overall: Most of my IT business model is through myh ConnectWise remote access and control system - so it is the centerpieces of my current business model. I like that I can run and control both ends of the software.

Best Remote Control Software ever!

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fast

versatile

Reliable

Multi-platform: all-in-one

Several Secure features

Cons: none so far, most issues were improved already.

Overall: Excellent software !! fit like a glove, so comfortable to work, so easy and intuitive in general.

It has a Command Tab that allows an IT to work without interrupt end-user in around 50% of the cases.

It could massive updated itself on thousands of pcs, centralized with a click of a mouse, main basic pc info at hand, you can use it as inventory control.

Reports! Audit. Get screenshot or even make a video of what you are doing, transfer files or folders.

Slow connection? no problem! You can adjust resolution and done.

Console filters about many things including pc without activity for a x period of time, type of cpu, user, domain, and even by manual description field. Works smooth with +1000 pc spread all over the world in one main console (my own experience). Accept customized addons to improve its features even further. It could be launch from several software. Remote Control to Android is a bliss, iPhone with iPhone imposed limitations. Linux, Mac.. Programmable, what else you need?

Screenconnect - Everything a remote support and meeting tool should be

Oct 25, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Focuses on screensharing first, just works every time. Has a number of additional features i don't use often, but are very handy - file sharing, UAC escalation, quality adjustment, sharing reversal (show your screen), meetings, unattended access, markup of screen etc.

Performance is excellent day or night, i have't had a problem with connecting even when the clients internet connection is slow, intermittent or saturated. Sometimes i'll lower the quality but it connects and stays connected and that's what you need in a remote support tool.

Cons: I found the backend control panel to be a bit confusing for making advanced changes (i.e. disabling remote addition of local printers on connect). However, support was happy to assist and we solved the issue quickly.

Overall: I've been using Screenconnect daily for approximately 4 months now to support my many clients. As a freelance IT consultant i'm rarely able to to be on-site when a problem happens. I can simply send the user the screenconnect URL and an access code and within minutes i am actively solving their problems. I haven't had a situation yet where the client was unable to connect and share their screen - Windows or Mac, it always works. I also appreciate the unattended licenses which are great for building computers or managing servers without having to attend a site on evenings and weekends only to sit and watch a progress bar for hours on end.

Overall the product is simple to use and works every time. I should have started using it sooner. There are a lot of options out there, give screenconnect a try - you won't regret it.

Recommendations to other buyers: Try it out and see for yourself. There are other options however the remote support/screensharing market seems to be full of overpriced, thankfully Screenconnect is affordable and reliable.

Capterra loader

Came from LogMeIn 3 or 4 years ago

Oct 12, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best thing about this software is ability to host it on your own server. You can add as many "access" machines as you would like if you buy the self hosted solution. It only took us a year away from LogMeIn after we bought this to have it pay for itself. You get 3 technician "user" licenses, that can have up to 10 concurrent sessions going each.

Cons: I would say that I dislike the Mac client the least. We have a few marketing individuals that may need to connect to a desktop from time to time for clients and it is a bit buggy, but still very usable.

Overall: I have been blown away with how great this software is. We opted for the self hosted edition to get us away from monthly/yearly rates from LogMeIn. I have well over 200 machines that I can access, and if someone needs help that isn't already connected, I can create a support session just for them. It's like having the regular editions of logmein and rescue me, but in a cleaner- more feature packed piece of software.

For remote access and support, nothing better

Aug 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I started with ScreenConnect before they were bought by ConnectWise. At the time I was able to get a self-hosted license for a very reasonable price, and annual renewals were prorated, hence also inexpensive. The software itself is supremely useful for remotely managing servers, and supporting end users. The remote agent is very resource friendly, stays quiet and out of the way. Connections are reliable, and features like file transfer, multi-monitor, app toolbox, and chat are included.

Cons: There's not much I don't like about it. The change in ownership brought about changes in pricing. It would be more expensive to begin with it today, but thankfully i am grandfathered in at the old prices, at least for now. They have added a cloud model where you don't need to self-host and can pay by the month. It's still worth the price.

Vendor Response

by ConnectWise on September 28, 2018

Thank you for your positive review on ConnectWise Control!

Thomas

Oct 19, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the drag and drop feature to copy files to the customer. The tool box is another feature that is easy and useful to get files over to the customer box. Definitely well worth the subscription.

Cons: ScreenConnect has a random generic numeric code generated when the session is created which is fine. However, if we prefer to use a name of the session as the code for ease of customer to get it entered correctly, we have to go through extra steps to tell the software we want to use our name code. At one time we could select a box that would automatically use the name as the code and automatically connect the host with the enter key and set this as our default so we never had to tell it manually to use the name as the code each time a session is created. The newer releases removed this option and we were told that is the way it was going to be. We are seriously considering other options because of this approach to customer satisfaction......... Also it would be nice if the name of the window showed up in the header.

Overall: The above issue is our only complaint

Very Smooth. No issues since migrating from Teamviewer

Feb 05, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very easy to use. I really like the online landing page that I can send clients to and how I can generate a code for them or that they can make their own session. I like the cross platform compatibility and the reporting tools from within the software. Also like the build tool to create unattended access on machines that need it.

Software is very fast, I've rarely ever had an issue with speed. When I do, the issue is usually bandwidth related with the client on the other side of the connection which is clearly not something you guys can do something about.

I really like that the software is all cloud run though if you choose that route.

Cons: There are a couple of things I'd really like to change. I wish there was a standalone desktop client like teamviewer. I used that a lot and don't like to have to continue to navigate back to the online portal. I liked just keeping my desktop application open all day and referencing back to that when needed.

I wish the Mac interface was a little more built out as well. I am constantly amazed with the difference in the amount of tools available to the Windows client opposed to the mac. I understand that most computers being support are windows based, but still mac is very relevant with many clients I work with.

Also, the ability to customize the interface, while extensive, is not intuitive. It take a long time to locate the one item you are trying to change such as the logo in the top right corner and then requires a program like photoshop to design to specs required by software.

I wish there was a way to update the software / administer the software from the frontend portal instead of having to go to a different portal to update / make changes to billing information and such.

Overall: Was much cheaper than teamviewer for better features in most case. I also really like that you guys offer flexible billing terms such as month to month billing that teamviewer does not offer.

Capterra loader

We use this a few hundred times a day it is excelent

Feb 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The integration with ConnectWise: Manage is outstanding

It is super fast

The custom toolboxes are an easy way to provide tools to our techs to use.

The ability to reboot in to safe mode is fantastic

Cons: It can be a little CPU intensive on the client machines that are older

When it clears a users background it can confuse the user

Overall: It is an integral part of our business and it would be difficult to function without it

Vendor Response

by ConnectWise on March 15, 2018

Hi Arthur, thanks for your feedback. Blanking the background is a configurable option that can be adjusted in the app.config. Here is the link to the extension that will make it easier to configure: http://forum.screenconnect.com/yaf_postst11061_Extension--Advanced-Configuration-Editor--6-4.aspx. Hide Guest wallpaper under the Quick Settings menu is the option you're looking for. You may also want to note a reinstall of the access agents is required to invoke the change. https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Host_page/Reinstall_and_upgrade_an_access_agent

A remote access tool that WORKS and loaded with extra features!

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We liked the fact we could host the software on our own servers and had full control/access to the software and its availability. The ability to use addons was a bonus and was found to be very helpful.

We could add as many users as we wanted, without additional costs, but limited to concurrent connections, which was not an issue for us.

Pricing was very affordable and was originally one of the main reasons we discovered and started using this product.

Product is loaded with more features than most similar program.

Cons: I really can't say I have any complaints about the software, it is the most used tool for our I.T. support services. Only real issue we had is the download for guest clients (first timers) on Apple computers was always sloooow, but again really wasn't an issue for us, as we primarily service PC users.

ConnectWise gives us the ability to access our clients with absolute ease and predictability

Jul 10, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The mobile app was a key reason for using ConnectWise, it allows our mobile and remote support reps to literally be anywhere in the world and instantly access servers and client pc's in an instant.

The interface is very easy on both mobile and desktop, ease of connection form the client side is perfect and the ability to not just support on the fly but build permanent access machines and group them is a great help.

Cons: Customer support is hard to get on the phone, at least it was when they were ScreenConnect, to be fair i haven't needed support since the rebranding to ConnectWise. Email support is slow but acceptable. That being said, the fact that i haven't needed support, and truthfully have only ever needed it maybe twice, kinda speaks for itself.

Overall: mobility, reliability, ease of use, permanent access machines, client side ease of installation. mobility.

ConnectWise Control - Remote access made simple, and incredibly cost effective.

Sep 14, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Before switching to ConnectWise Control, we were using a different software package, that cost more than twice as much, and had less than half of the features. ConnectWise Control has increased our support team's efficiency dramatically. The build in logging is second to none, and overall is incredibly feature rich. I can't say enough about this software.

Cons: If I had to choose something I like the least about this software is the initial learning curve. It took a little time to get used to, but overall it was still incredibly intuitive.

Overall: My team and I love this software, and our customer's have even noticed the overall improvement in resolution times.

Vendor Response

by ConnectWise on September 28, 2018

Hi Josh, thank you for your feedback on ConnectWise Control! In case you are searching for education resources, you should have access to all of the Control forums and documentation. We hope to continue to build a strong partnership with you!

ConnectWise Control Remote Access

Aug 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ConnectWise Control has proven invaluable to our organization. As Facilities Manager I am required to maintain the network, computers and telephone systems for three remote retail sites. ConnectWise Control gives us the ability to group the computers from each store together. And with computers named the same at all locations (Pos1 is Pos1 at all stores) it is convenient that ConnectWise Control allows us to edit the computer names in our access lists to be able to more easily identify the machine needing our TLC.

It is very easy to remotely and securely connect from anywhere there is an Internet connection, including our smartphones.

Cons: We have had some issues when trying to use ConnectWise with Microsoft's Internet Explorer browser. As ConnectWise works as it should in Google's Chrome browser, this must (may) be an issue with Internet Explorer itself.

Overall: ConnectWise fills the bill with respect to remote access to our remote systems. It has saved us many, many hours of travel time from store to store. We were also able to lessen our dependence upon a third party to make changes or repairs to our systems and networks, saving more than the cost of ConnectWise.

Great product, a few niggly bugs but overall works well.

Oct 13, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The self hosted solution works great. We swear by it over other products that we have used.

Cons: There has been a persistent annoying bug whereby when closing a session occasionally the session is not released and therefore will keep a licence locked, if you have multiple licences this won't cause an issue though. In order to turn off printer redirection you must wade through config files, but once you have found the right setting it won't cause you any further issues. It would be nice if there was better configuration through the WebUI.

Overall: All of our customers have the client installed. It allows us to easily connect in and fix problems. For customers who don't have the client installed it is as easy as pointing them to a website and entering a code. This automatically downloads and installs a temporary client, which at the press of a button can be installed permanently.

Great Remote Access for the Cost

May 08, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use and how easily it is to customize this software has been wonderful. The ability to have pre-installed clients or start a new support session with a code has been fabulous when dealing with computer illiterate clients. The 2 Factor Authentication ensures our clients security they are looking for. Available on premises or in the cloud gives us flexibility as well. Can't say enough about this product. When you do run into an issue, Support is very helpful.

Cons: Randomly disconnects up to a minute, normal users not a big deal- my business annoying. Some times when you boot into Safe Mode it does not reconnect.

Overall: We do not have to be onsite for our customers for every little thing, we can just connect, which saves us a lot of time and availability to go on vacation and remote them if needed.

Full-featured remote control and management solution

Oct 12, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: A killer feature is the ability to start with a basic remote session support, install a permanent access agent to keep the machine monitored and even send remote control commands.

The server runs just fine as a linux service, no need to maintain an internet-exposed windows server.

Features and 3rd party software integrations can be added to the server using addon modules.

The client agent is fully customizable (name, icon, etc..)

Cons: Nothing, really. Updating between major versions require you to check all the new features and ensure you want to enable/use them, but i hardly consider this an issue.

Overall: We use a monitoring service (icinga2) to keep customer's servers and clients monitored.

When we detect a problem, even before the customer is affected by it, we can connect to the problematic machine and fix it.

ScreenConnect works and is relatively easy for the users to get connected

Jun 28, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Interface is good, works across the board and my clients usually don't have any trouble getting the remote session started

Cons: Price skyrocketed with the change of ownership and required me to upgrade plans after Windows 10 required updates. I chose ScreenConnect because it was a much cheaper option vs competitors. Now I'm evaluating other options because pricing isn't special.

One missing feature is ability to get admin access once connected. If the user didn't run the connector as admin, it still works and we get connected, but I basically lose connection whenever a UAC prompt happens. I have to End Session and talk through client to get connector to run as admin. Competing products allow host to request admin and once client completes UAC, it stays with admin rights for the rest of the session

Very fast connection initiation to remote endpoints with highest video quality.

May 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Connectwise Control brings forth the ability to quickly connect to various sessions of a remote endpoint. The ability to select the session in which you would like to remote control is crucial for TS/RDS environments where connecting to the user's terminal is not an option.

The ability to copy and paste text to/from the remote session, as well as copy/paste files and folders makes repetitive tasks a breeze.

Connectwise Control also offers a drawing pad which can assist when training an end user to a system's features and functions.

Cons: I've yet to stumble upon any negative points in regards to this software. The initial connection time is near instant (unlike VNC or Kaseya) and available features far surpass Microsoft RDP.

Long term customer

Oct 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I run ConnectWise Control on my own server - that gives me complete control. It was easy to customise to my branding and simple to install. The best feature for me is the full functionality no matter what device I use for the host session, Windows, IOS or Android - that gives me support access no matter where I am!

Cons: Non computer literate customers sometimes struggle with the sign-on process (to join a session), that means I have to talk them through it. Perhaps this could be a little slicker.

Overall: I run a PC support business. Having a remote support option that is reliable saves me and my customers time. The functionality and control options are class leading - especially useful is the drag and drop file transfer.

Originally a customer of Screen Connect many years ago, the transition to ConnectWise was seamless

Best Remote Support App

Jun 22, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Cheapest and more powerful remote assistant app on the market. Allows unlimited hosts (unattended systems). Quick and easy temp app for clients to run, no install required. Works with Windows, Linux, Mac, Android, and Apple and the site provides the correct client app based on the OS. Tons of tools and features and gives you the ability to add your own custom scripts and tools.

Cons: The mobile Support app is lacking both on the client and the support agent side. The support agent app works well enough if you need to access a system and down have access to a desktop. The support agent app is easier to use on a tablet or large mobile screen. The mobile client app only gives viewing access because the device would require root to give full access.

Connecting in front of or behind the scenes

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Being able to access machines/servers as needed to do support work or programming work for the client. When connected this just works.

Being able to connect with the client directly to see what they see. This gives you the ability to train on the fly as needed with the client.

Cons: You are limited to the number of machines that you can have dedicated login capabilities. But this can be overcome with some business logic. Paying more attention to those that help you the most with your bottom line as well as the customers that require more hand holding.

Overall: Their support is online. They don't speak to you directly. They are connected to you and using a text box to communicate with you. At first, this is very off-putting. However, the support itself is so good that in the end it just doesn't matter.

Great Software with Minor Tweaks Needed

Apr 10, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of Use, web interface is simple for end users, works great when connected to workstations

Cons: Some users complain of desktop looking way off after ending connection. They have to restart their workstation to get it back to normal which is a hassle when they have work open. Mac users experiencing security issues and having to walk them through over the phone how to open the file.

Overall: I like the ease of having users connecting to this via web browser. The remote control functionalities are relatively smooth and I like the chat feature so you can keep your user in the loop. Minor tweaks would be UAC administrative prompts blank out the screen if you don't set the settings before hand and having Mac users connecting they get a security warning and have to open it from Finder instead of directly from the download. Not necessarily a huge issue but when you have users that are not so IT savvy, there should be further instructions on ScreenConnect's end that have instructions for Mac users.

Recommendations to other buyers: Maybe a little more instructions for end users so the tech can spend less time explaining how to get connected. End users get frustrated having to jump through several hoops just to even get the remote connection started as they need their issue resolved that they initially opened a case for.

Good product, much room for improvement

Oct 15, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - cross-platform

- very customizable

- reasonably priced

Cons: - based on Mono Framework, needs Windows Server for best compatibility

- macOS client slow, poor and buggy

Overall: ConnectWise is our first choice, we manage and support ~100 guests everyday.

Anyway we are unhappy with macOS client, which is not the same quality and beauty of its Windows counterpart; we have struggled with several bugs in the past (keyboard mapping the worst) and contacted the support department to no avail ("ScreenConnect is based on the Mono Framework and we don't have a ETA for fixing the macOS issues, and we can't tell if they will ever be addressed).

Having ConnectWise installed on a Linux server, we cannot use Freshdesk integration extension, because of some Mono Framework limitation on Linux And so on.

ConnectWise is a good product overall, but I hope it will get more development efforts on the macOS and Linux side, sooner or later.

Capterra loader

Remote Access, Simple, Easy, Inexpensive

Jul 25, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I manage upwards of 120 machines by myself, and ConnecWise makes it easy to take care of them without leaving my comfy office chair. Less expensive than LogMeIn, with most of the same features. The ability to run command line items from the GUI is nice, as is the timeline so you can see exactly when remote access occurred. I have also used the support feature to generate a remote session with someone not on my list of devices, and it worked easily as well.

Cons: I wish I had a little more insight into the features of the OS that I am controlling, such as the current hard drive capacity, the ability to reset passwords in the event that someone loses one, or services currently running in Windows so that if someone complains of a slow machine, I can more easily diagnose the issue without having to fight with slow remote control due to maxed out RAM, or things along those lines.

Easy Remote Access to clients computers

Feb 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Being able to remotely connect to computers without getting an access code has been amazing. We've used other software in the past but this one has it all. You can easily screenshot or send files over and this has made our FTP moot. I wouldn't want to switch back to the other companies because of the features.

Cons: They need a better mobile app. It works and we barely use it because we connect from our laptops but the app isn't as flexible as the website and could use an update. Again, if your using this from a computer, it works beautifully.

Overall: Being able to connect to clients computers after hours without someone needing to be at the office to give us a code. Being able to have all of our clients computers connected without having to switch them because we don't have enough licenses.

Great product but no support

Nov 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

1 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It's the fastest remote software available. It's a stand-alone product to the RMM platform and simply the best solution. It's cloud hosted with very reliable data centers.

File transfers are easy drag drop to the desktop, the client is light weight and can throttle for those slow connection in the world. Has a built in safe mode boot option so you can remotely fix infected users.

Cons: Absolutely no support, ConnectWise has no support department an no sales department. If it wasn't for the accountant collecting money every month I would say the company has gone under.

Don't use the newer versions of the software, older versions seem to have hardly any bugs. Newer versions have bugs an no one to report them too.

Great Software for Remote Control

May 11, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is lightweight and HIGHLY customizable for branding and end user experience. The feature set inside the software is great from File transfer to toolbox and manual control of screen resolutions for slower connections. Even the Operators console is flexible for grouping accounds and even batch loading or batch upgrading.

I have used Several other brands before LogMeIn, TeamViewer, and even AppleRemote Desktop. As I work from 1 mac to another ConnectWise has always been the fastest connection. Feature for Feature ConnectWise has left the competition in the dust.

Cons: The audio portion does not work that well but in a pinch is good enough to have basic communication. I would not rely on it for a conference call or webex. Some of the features are a little hard to find the first time.

Overall: Remotely assisting users at remote locations is made simple with this software.

ScreenConnect (now Control) is the best remote access platform available

Oct 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have tried literally every product in this space for the past 10 years, and none of them are even half as good as Control. Connectwise bought them a few years ago and has done a decent job of not ruining the original product. The licensing model is MSP friendly, it's light on resources, uses modern installation techniques and technology and is insanely customizeable if you should want to - but you don't need to change anything out of the box. It works great by default. Fast, stable, available.

Cons: Connectwise changed the licensing model after their acquisition, it ends up costing more for new comers than previously - but it's still the best software for the job out there.

Overall: Awesome product that just works

Capterra loader

Fast, cost efficient, intuitive, and user friendly!

May 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: When starting my company, I needed a reliable remote software program that was cost efficient, end user friendly, and one that would not break the bank. I compared 5 or 6 different programs and ConnectWise just seemed like the easiest/smartest choice. I have been using the program for a handful of months with my clients and I do not really have any complaints! I had to reach out to support once and they were incredibly friendly. I resolved the issue before they emailed me back but they made sure to follow up a couple of times to ensure the issue was resolved! That alone is top notch! The forum is also really informative and easy to navigate.

Cons: Some of my clients will randomly experience the black screen when I am trying to remote in(all Apple based customers) so that is frustrating that they will have to restart the machines which sometimes means I miss the issue they are experiencing but all in all, 10/10!

Overall: Easy to use, cost efficient, unlimited remote sessions, end user friendly, and amazing customer support!

Great system for remote control (On-Premise/ Self Hosted Version)

Oct 23, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Mobile application

- Ease of use in control

- Multiple control options

- Central "toolbox" for quick diagnosing files

Cons: The customization, although thorough lacks some key features to "white-label" the product properly. Installing updates can be a pain ("reinstall the program" there isn't any internal update system/ process) but its manageable. You need to use third party extensions to unlock some key features for finite control of the system (being able to edit web.config for example easily)

Overall: Overall it has been positive. The system connects easily and with multiple join methods/ options there is no reason to not be able to execute a remote control session. We have even used it on very slow speeds and it is usable where other tools cannot be used effectively.

Great Remote Connection Software!

Oct 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 1. It is easy to use

2. It gives us a lot of flexibility and control

3. It is reliable (It does what it has to do, and we have had any major issue in several years)

4. At the time we purchase the software was the most cost-effective solution and still is for us

Cons: 1. It doesn't work as well with Macs, but it is not a major issue for us as we don't work with Macs frequently

2. The mobile application is not as easy to use, and it is complicated to install for the end user, but once the mobile version mature I am sure will be very useful

Overall: In general, we are very pleased with the software; it allows us to solve many IT problems remotely, and also to have virtual meetings. I would definitely keep using it and recommend it to others.

Great, easy-to-use Remote Software

Oct 25, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is really easy to use and support is fantastic. Both the open forum and the actual support staff offers quick responses to issues or changes that you want made. The software itself is very customizable. So much that we have started deploying it at clients for their internal use. The remote app for control from Android/IOS devices has saved me more than once.

Cons: It would be nice if it had support for screen sharing of Android/iPhone devices. That would really help with assisting on email setup, app setup, etc.

Overall: The ability to deploy for our clients to use has been great. The software itself updates very easily and is very intuitive. The screen capturing for troubleshooting sessions works great as well.

Great Product

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We have been using ConnectWise for a long time, and it's been a fantastic value for our needs.

-Updating the platform was also easy when needed to be done (we use an on-premise solution), and updating the clients everywhere was even easier.

-Does not eat computer or bandwidth resources like some other tools I've seen.

-Able to run programs saved to your toolbox, able to utilize command prompt/batch files without connecting when using unattended access

Cons: -Does not integrate as well out of box with our other platforms.

-We'd love to remote control (not just view) and setup unattended access for chrome OS. Sounds like they're in the works of developing this now though!

If you guys say this product does something it does it and well. Mission accomplished.

Feb 08, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Quality of performance including performance in low bandwidth conduction and administrative power including without needed to open a session.

Cons: Pop-Ups at the tech level asking me to take surveys. When client enters a code in to the web portal they can not just hit the enter key but need to click the arrow.

It would also be very nice if the client who was email a remote support link or clicks a link was able to run the program easier. It is very easy as it is but when dealing with the kind of people who needs support this can always be improved since we usually spend longer getting the software installed than using to fix client issues.

Overall: Easy of use, an affordable price extream reliability and great info on client machines without needing to log in

Vendor Response

by ConnectWise on March 15, 2018

Hi Ben, thanks for your review! In order to have all of your updates resolved, you would need to update. Most of these issues are addressed in later versions.

On premises user of Control

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This is by far the easiest remote control software I have used. Even after using various remote monitoring and management tools with different access apps built in, I purchased Control and use it all the time.

Cons: I use Control on a MAC. For some reason, occasionally in the middle of a session, it will stop working, and not allow me to click on anything. I haven't figured out if it's a bug, a setting, or something else. But simply closing the session and re-opening it puts me right back where I was.

Overall: As an MSP Providing Remote Monitoring and Management solutions, having the flexibility that Control provides is great. Being able to open just a support session, or installing it on clients machines, it has been a great product to work with.

Best User Experience (Except for Mac)

Feb 22, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Quick connections, baked in tool set, toolbox, extensions

Cons: Mac users have to perform extra steps when connecting to a support session

Overall: All our our technicians love using ScreenConnect, we came from GoToAssist. The tool set baked into ScreenConnect is easy to access with the highlight being the toolbox allowing a shared library of frequently used tools to be easily downloaded to machines. The ability to add custom extensions to extend the base functionality of the web console and end user facing web portal is very helpful for adjusting ScreenConnect to your needs.

The biggest downside of this product, and why I lowered the score for ease of use is the security prompt for Mac users. In order to launch a support session on a Mac, the end user has to take a few extra steps that were not required with GoToAssist due to the application not being signed properly. I did speak with support about this issue (support is handed by ConnectWise who is always great at support) they are planning to resolve it in future releases.

Recommendations to other buyers: A great tool that is defiantly worth consideration

Quick, Simple & Cost Effective

Oct 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Most professional platforms like ScreenConnect are hugely cost prohibitive. The top dogs usually want a few thousand a year to start. I suggest giving it a try. Working in the IT industry I have tried almost all remote access tools and I can't recommend ScreenConnect enough.

Pros: So when a user is having trouble with their device I direct them to the support site the through a wide array of options. Most commonly telling them the website and giving them a code or just emailing them an invitation. The user in trouble simply downloads and runs the file and I can connect and start helping them right away. ScreenConnect has a ton of helpful tools and makes it easy to convert one-time sessions into remotely accessible machines. It's really easy to manage a ton of clients. I was used to the best remote access tools and was extremely pleased with the superior quality of ScreenConnect remote sessions.

Cons: Their Samsung mobile device support is limited but having the ability to access large majority of android device screens is a huge advantage.

Overall good experience with this product.

May 08, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy from the administrative end to use. Generally stable. Offers a customized front page so that users can verify they're connecting to the correct person/service. Multiple ways to connect (i.e. link, code, etc.)

Cons: Updates and changes happen sometimes without warning. I'm never sure how things will work or what things will work when I connect. (Example1: suddenly I'm unable to connect to iPhones and assist clients. I was previously able to. Now options are seriously truncated. Example2: users page and prompts will change.)

Sometimes service can be slow and jerky. I've found turning the resolution to low helps. I know it's not our internet connection -- we have more speed than we need.

There's too many prompts for customers. When I'm trying to get someone connected usually over half of our call is spent explaining how to connect. This really should be easier. Obviously people that need help aren't going to have a lot of computer experience in general. Bigger buttons and simple prompts would help a lot.

Overall: We needed remote access software to assist customers within the company. Generally our users have little computer experience and need help with various tasks. This is also a convenient product for installations and updates.

I provide remote IT support. This would be difficult without ScreenConnect.

Jul 06, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I can quickly and easily connect to any of my remote systems with a click of the button using the ScreenConnector application. The variety of connection options allows me to reduce the network impact for my remote customers. The ability to issue commands remotely is fantastic. It allows me to work behind the scenes without disrupting my customer's regular business.

Cons: The random "rate your experience" surveys that pop up after disconnecting a session. The new "your system is being controlled by..." banner on the remote system. It wouldn't be so bad if I could modify what it says. And the android app is barely adequate in a pinch. Definitely not something I would use regularly.

Nearly a year after leaving Teamviewer

Aug 14, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software interface is better than anything else I have come across in 20 odd years of using support tools in IT. There are not real minus issues when it comes to having a tool that does what you need it to do without issues, confusion for the end user. The ease to install and manage is also a massive benefit cost wise it cannot be faulted and that coupled with second to none customer service makes ConnectWise Control the winner for me.

Cons: There is a overly complex SQL driven setup for customisation, that has none programmer I find impossible to fathom, it shouldn't be that hard this day and age, a much more user friendly drag and drop style environment would be welcome in future releases

Overall: Benefits are cost saving, ease of use, better customer response and a fast interface that works across all platforms, which for me is essential. I just think this is almost perfect, but there is always room for improvement

Vendor Response

by ConnectWise on October 12, 2018

Thank you for your honest feedback on ConnectWise Control. We have passed your info on to our team to spark future ideas.

Connectwise Control Thoughts

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to deploy and easy to maintain. The ability to sort and categorize the access sessions automatically by properly built installers is delightful.

Cons: Just a few quirks that from time to time appear with the updates. Having the satisfaction survey popup to techs/end users is probably the worst in recent history

Overall: Using it integrated with Automate and having a cloud installation for our LogMeIn replacement, I have had mainly great experiences. Usually everything just works with minimal interventions. There are a few server related issues lately, where it seems the only hosted area having difficulties is the one our servers are located. However that said thats only been a few hours at a time and only twice since we started using the cloud instance.

Great Alternative to Cloud Remote Desktop Screen Sharing

Oct 19, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that ConnectWise has two buying options: customer-installed on-premises software and cloud-base monthly subscription model. I prefer to host application software in my own private cloud where I can control it's use, security, connectivity, and data redundancy.

Cons: You need to have a Webdev background to customize the on-prem software. Customization could be easier with a GUI based interface.

Overall: I've been using ConnectWise Control for several years, when it was called Screen Connect. I am satisfied with the ease of use and the flexibility with the customer installed version of the software. I would like to continue using the software in this way and not pay a monthly subscription for a cloud-based product.

Most reliable and comprehensive remote software available for professional IT individuals

Oct 19, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The fact you can white label ConnectWise to your business identity is extremely valuable. We host ConnectWise locally, thus, reducing our overhead cost of monthly subscriptions.

Cons: Improvements on the Mac platform still need to be enhanced. You still cannot uninstall the agent off a Mac by simply dragging and dropping the icon. You have to go through various hoops to get this accomplished.

Overall: ConnectWise has reduced our overhead cost by 80%. We no longer need to commute to clients to repair common problems, we simply remote into the system to repair it. The fact that you can initiate command scrips, force the system into safe mode, and a slew of other options/ utilities, makes ConnectWise extremely valuable to our company.

One of the best remote support platforms there is.

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's an excellent remote support experience. There options for unattended access as well as one-time sessions, there's an option for reverse-sharing, where you can give a vendor or tech limited control of your ConnectWise Control-connected machine. Command prompt connection to the machine through the server. Just a ton of great features and it's all really well implemented. Good user support forum where the Devs hang out as well.

Cons: Honestly, in my usage scenarios, there hasn't been anything that is a serious con. A few issues over the years, but those have all been addressed in software updates.

Overall: As the IT guy, remote access to my 60+ machines.

This has allowed me to help clients all over the state without leaving my office.

Feb 08, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: It's speed is wonderful even for those clients who don't have the best internet connection. The ability for a remote user to install quickly, has helped out so much. They know they will be helped very shortly.

Cons: I wish there was an installed application that they did not have to go through an install each time. I know I can set it up where I can take over but the fact that you can see screen shots of what they are doing is not good for those users who work on confidential information.

Vendor Response

by ConnectWise on March 15, 2018

Hi Brian, thanks for your review! If you're using referring to an install client for guests: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Remote_access_guide

If you're looking for the host option and is using Windows: https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Knowledge_base/Switch_default_session_launcher

The ability to view the screenshot on the host page is configurable by role and can be disabled globally. https://docs.connectwise.com/ConnectWise_Control_Documentation/Get_started/Knowledge_base/Restrict_or_remove_the_screenshot_preview

Best Remote Support Solution

Oct 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Simple put, ConnectWise Control is the best remote support/remote control solution I have ever used. I use this solution to support around 100 remote PCs in various offices. The security of ConnectWise Control meets every standard I've been asked to meet. It is easy to install, and just works the way you would expect it to.

Cons: If you can call this a con, then the only con is there seems to be a push toward the cloud instead of the self-hosted model. I strongly urge ConnectWise to keep both options.

Overall: With ConnectWise Control, I have been able to support clients in several markets. It allows me to offer a secure, full featured remote support option second to none.

Great tool with Issues

Nov 27, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This software has tons of features and easy to use along with very good integration with ConnectWise automate.

Cons: While this software worked great for us while my company was growing, it became a problem at scale and when used in virtualized non-persistent environments. The tool became slow and clunky to get workign and it took threatening our account manager that we would leave the product to get proper support for our issue which was discarded as a ticket for almost a year before then.

Overall: Overall experience is positive as far as the product goes, the support is not good until you get to escalation. As long as you are a small shop this software will function well but it does nto scale well.

Possibly best in class for IT professionals, needs better Mac support

Mar 22, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We've used GoToAssist for years with over 400 unattended machines. We tried trials for TeamViewer and other options, and came back to ScreenConnect for its incredibly easy deployment, super fast connection speed, ultra flexible cloud-hosted instances and outstanding support. TeamViewer's frame rates and video compression tech may be best in class, but ScreenConnect's feature set for IT pros is really hard to beat (preview screenshot before connect, remote command execution, platform extensions, reboot and reconnect for Mac & PC, and much more).

Pros: Extremely fast and lightweight to deploy and use. Fabulous extended feature set for IT pros. Extremely flexible and totally re-brandable, even in their public cloud. Aggressive pricing for the industry and outstanding support and development teams.

Cons: Requires installing the Java JDK for Macs 10.11+ in order to reliably connect to UNATTENDED sessions. Apparently, the app is Java dependent, and Apple eliminated some code in recent OS versions. I understand they are working on eliminating this drawback, but I'm not clear as to the timetable. Also, Macs have issues with losing connection during sleep, when they didn't have that issue under GoToAssist. There are workarounds, but they aren't super elegant presently (eg - prevent sleep for laptops connected over WiFi while on AC Power, etc).

Recommendations to other buyers: Do a demo! You'll love it! If you support a LOT of Macs, you'll want to wring out the functionality before going in big.

Capterra loader

Love ConnectWise

Oct 03, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and manage

feature packed

multi-platform

multi-OS

fast and responsive

The remote access is one of the best I have experienced.

Cons: The Meetings portion is occasionally buggy, making it a second rate platform for web meetings

Overall: I integrated ConnectWise Control into our business back when it was ScreenConnect and self hosted the server. Despite ConnectWise taking control of the product, they have left it the same great product we purchased all those years ago. With the improvements and optimizations that have been introduced over the past couple years, it seems that Control will only get better. Control is one of my favorite IT tools, and don't know how we would survive without it.

Vendor Response

by ConnectWise on October 12, 2018

Thank you for your review on ConnectWise Control Jordan!

Long time users and still statisfied

Oct 15, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Self-hosted

Feature rich

Great support

Great mobile app support

Cons: Sometimes doesn't work in instances where WebEx or Teamviewer do work.

Doesn't support tunnel mode (https://control.product.connectwise.com/communities/1/topics/433-tunnel-non-screenconnect-traffic-between-a-host-and-guest-machine)

Doesn't support easy ways to change resolution of screen (https://control.product.connectwise.com/communities/1/topics/502-the-ability-to-set-the-screen-resolution-when-connecting-to-a-device)

Overall: Great. It is super user friendly and functional. Sometimes customer's networks block screenconnect but allow other software to run through the network which is annoying but not a problem with ScreenConnect.

It's a good program but it's not easy to set up. But then it's great. I"m happy to have switched

May 11, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

Pros: The fact that we can print at our end when we are working on a remote clients computer. And of course the fact that we can work remotely on a clients computer and without requiring approval each time we log in to the clients pc.

Cons: The remote printing is difficult to set up and does not work for some of our computers. It has taken some work with Connectwise support staff to get a few of them working but there are still issues that I just don't have time to spend to find out why. Hopefully when I have more time or better information provided we can get it done. Sadly trying to Google the question provides no help and neither does the faq's

In house ScreenConnect Server

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Running our own server has been economical. We have four seat licenses for our environment. Usually only two technicians are using the remote software at the same time, so four licenses is adequate. The software was much better than what we used to use, LogMeIn, much easier for users to install the client in a pinch.

Cons: We have to reboot our server at times, or the screenconnect service at times. This can be inconvenient depending on when the need arises.

Overall: Without remote software our group would spend a lot more time on the road. I am in and out of other people's workstations constantly, usually it is just so I can see what they cannot describe. Huge time saver!

Powerful remote assistance / meeting software

Oct 18, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: All in all I am happy I switched from GoToAssist.

Pros: It has a lot of features competitors don't have, like remote printing, toolbox and has Meeting capabilities build in as well as remote assistance. You can upgrade to a Meeting from a remote session. Drag and drop file transfer from host desktop to client. Multi-monitor support is decent, but could be better.

Cons: No conference call feature for the Meeting service. Does not leave a remote Icon behind on the user's desktop for future support sessions. This requires a user download and install the software every time. Graphics / screen sharpness is a little fuzzy in some resolutions.

Capterra loader

Needs Updating

Oct 19, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: In the beginning, "Labtech" was ahead of it's time with it's own scripting language. As it's integrated into the product it gives you a lot of options for control of the computers you are managing. Additionally, there is direct access to the database so plugins and additional functionality are more available.

Cons: The GUI / Interface obfuscated many of the advanced features. Tier I techs have a harder time finding their way around to the useful information.

Overall: We have used Labtech / ConnectWise Control for 7 years and it helped us develop from a manual break / fix sort of shop to an actual MSP. I can't imaging doing business anymore without a RMM tool.

Much Cheaper Than Teamviewer

Oct 19, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like that I can get to my clients with a few clicks.

The few times I have had issues with ConnectWise the support has been excellent.

Cons: I don't like that it is harder to install for seniors. It often takes a lot of coaching and instructions to get them to connect or install the program. I've tried several of the methods, and it doesn't seem to matter.

Another thing that I don't like is that there are some security software programs that disables ConnectWise while trying to run the programs. Teamviewer doesn't have a problem with this.

Overall: We use ConnectWise to connect to our clients to fix a host of problems and we also use it to teach remotely.

Best remote management tool - bar none.

Mar 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: We have used a number of remote access systems - LogMeIn Pro, TeamViewer, GoToAssist, GoToMeeting, Bombgar - and ScreenConnect (aka Connectwise Control) beats the others in all of the areas you need. Whether compatibility, price, performance, ease of use... you name it, ScreenConnect is better.

Cons: I wish they'd kept the name as ScreenConnect (which is why I'm always going to call it ScreenConnect). In all seriousness, though, the only real problem is compatibility with Macs that have VMWare Fusion and trying to control the VM itself - and honestly, I'm pretty positive that's a Mac thing more than a ScreenConnect thing.

Love it! Too bad it was bought by Connectwise / Labtech

Feb 02, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use, connectivity improvements, unattended access.

Cons: Price, bad pricing from Labtech, lack of integration with other MSP services.

Overall: Labtech / Connectwise use this as their remote connectivity tool, and you can also buy it separately. It' a brilliant product, but pricey (just like the entire remote connectivity field). Connectwise offers no discounts to its MSP buyers, so if you have customers that are not subscribed, you'll have to buy even more licenses to assist them. Still a good product, despite the issues I've mentioned here. We use it on the daily since it's still one of the best in the game.

Recommendations to other buyers: Autotask works with Labtech, make Screenconnect work with Autotask.

Vendor Response

by ConnectWise on February 13, 2017

Thanks for the feedback re: our integrations and pricing. We will pass it on to the appropriate department.

Capterra loader

ConnectWise Control (ScreenConnect) is the easiest software I bought

Aug 03, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I was able to get up and run ConnectWise Control from my Linux laptop to nearly all my clients from the start, without needing hours of training.

Cons: My biggest complaint is that one of their side features (the command line) could stand to be slightly improved, but I have other avenues to do that, too.

Overall: As a Linux desktop user, most of the remote control softwares fail to install, don't offer all of the correct features, or are oddly buggy. ConnectWise Control, from its web based menu, was perfectly accessible, and easily deployable for all the systems I pushed it out to, even a few Linux systems. I've even been able to use it to connect to and use servers from my Android phone when in a pinch.

I have used ConnectWise in small & large organizations. It is easy to use and offers many features

May 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The ability to select multiple computers at the same time and execute a script on them. Such as to restart. There are many free add-ons that make a great product even better. ConnectWise technical support as well as the forums are very good as well.

Cons: The cost can be prohibitive especially if you have multiple technicians. Also, only being able to purchase the cloud version is cost prohibitive for extremely small installations. I moonlight and host my own ConnectWise server. This isn't offered anymore. It was extremely affordable at the time.

Overall: Very mature product with lots of features. It rarely was down due to issues.

Works fine except for this auto change of windows

May 11, 2018
5/5
Overall

2 / 5
Ease of Use

1 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

Pros: I can help several people at once, and I have a loud response when someone clicks the chat. It is also very organized with the history and the triggers and short cuts, to which I take full advantage.

Cons: When someone starts talking in the chat and I am talking to someone else I find myself talk to the new chat as I am trying to talk to the person before. It automatically moves me my curser to the new chat while I am typing. It slows me done a bunch because I do not always know it has happened. I think I get to the new chat very quickly and I do not need to be jump over to a new chat before I am finished with the first. Is there a way to disable this "feature" it makes it very hard when I get swapped with many chats and makes forget sometimes who it was I was talking to.

Capterra loader

Best Remote Support Tool we have used yet

May 04, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best parts of this product is:

- Ease of setup - Very easy to setup and get user using it

- Customization - highly customizable to meet your specific needs

- Branding - Complete white label branding supported

- Integration - With many PSA and RMM tools

- Features supported - Mobile (Android, Iphone) , Linux, Mac & Widows supported for remote access, Meetings features, and unattended access.

Cons: Lack of support for Linux based system in some scenarios, Otherwise I cant really think of anything has been a huge issue for us.

Overall: Increased revenue do to better support for our client base.

Capterra loader

The best remote support software to date

Feb 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The price point is right. Compared to other remote support software, our yearly cost on just a couple of agents was about half of what we would have paid for similar software. The key for us was screen connect included unlimited client computers. We are a small team that only occasionally need to remotely access pcs without end user intervention. We didn't want to pay licensing for each and every client computer. Screen connect delivered. The interface is clean. Support sessions are fast. Computers can be organized by organization. MSI files can be generated on the fly, so deploy is a snap. We love it.

Cons: I wish it offered remote support of mobile devices (android and iOS). This was not a feature that it had when we signed up.

Overall: We dramatically improved our ability to support our end users by using ConnectWise. The software is easy to use, high quality, fast, and just works. We highly recommend it.

Capterra loader

Long time user and superfan of this software!

Dec 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We run this on a local server and have literally hundreds of machines connected to it. It allows for unattended remote access, attended support sessions, webinars, etc... It has plugins that expand functionality, is regularly updated, and has an active forum/support community. Honestly one of the best purchases we've made as an organization and that's saying a lot.

Cons: We were grandfathered into some older pricing that made this doable. Current rates would not work for us as a non-profit. But the industry as a whole doubled/tripled pricing on remote software packages. :-(

New area

Oct 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Stable and robust product that do not take no effort from us to use. Simple licence model. Contionus improvements over the last years have strengthen our bonds to the product. ConnectWise have made it possible to work out of office, far from customers and in fact to offer service nationally. Mor important to have ConnectWise up and running than the service cars. We work on new areas that would not have been possible witout ConnectWise Control.

Cons: Customers do sometimes have problem to download, run and verify the client when they want us to overtake their device.

Great Product - Use Internally at Work

Nov 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - Intuitive interface, organize and deploy machines

- Great granular control over access and user permissions

- Customizable interface

- Awesome remote session tools and functionality, e.g. ability to reduce viewing quality to enhance network performance, block host/guest input, **Share files through the remote session by drag and drop, etc.

Cons: - Slight learning curve when learning, at a high level, how to really customize the interface among other things

Overall: Typically great customer service who:

- Are fairly active on user forums and implement upvoted bugfixes/hotfixes/added functionality

ConnectWise Control is simply the best

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: What I like the most about ConnectWise Control is that it is simple, straight forward and just works. We've been using this software for years now and love how smooth it works. It makes competing software feel clunky and unpolished. Control just makes it super fast and super easy to jump onto any of our machines in the blink of an eye.

Cons: I can't really think of anything I don't like about it. I just asked my team if there is anything they don't like about Control and after thinking it over they said they couldn't think of anything because they like it so much.

I started with a trial, and now ScreenConnect is my favorite remote access tool.

Apr 10, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software gives me more features than it's closest competitors, auditing, functionality, and a simple user interface.

Cons: I have yet to find something I don't enjoy about the software.

Overall: We started using ScreenConnect because it was more cost effective than our previous software, and had quite a few more features. While utilizing the trial we discovered the amount of control, flexibility, auditing, and cheaper than the other options available. We contacted support and their sales team multiple times through our trial, and they were incredibly helpful, and insightful during the entire process. We enjoyed everything so much we decided to purchase, and roll it out to all the equipment we access remotely. I'm so fond of the software I even use it for my personal remote access.

It's great for any size of business, as well as the home users.

Recommendations to other buyers: Try it, play with it, try to break it. You'll fall in love with it.

Mostly good and easy to use.

Apr 17, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use and setting up client connections. The toolbox and remote reboot features.

Cons: iPhone app is consistently broken.

Overall: I use ScreenConnect to access approximately 100 unattended machines plus the occasional on demand support call. Generating a session and getting the client connected is easy, enabling unattended access from there is even easier. The toolbox and remote restart (especially in Safe Mode) are extremely helpful. I've tried many of the competitors products, and I prefer Screen Connect. My only negative is the iPhone app has not worked many times. They do an update and it works, then they do an update and it's broken again.

Recommendations to other buyers: Definitely worth taking the time to try it out and learn all of its features.

Capterra loader

Best bang for the buck

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Lots of features for the price. Able to customize the service is also a big win for us. Ease of use for our end users is also a big plus for us.

Cons: Would love to see full integration of other products/services as one product (remote access, patch management, monitoring, etc) and a single pane of glass.

Overall: Small IT consulting shop with a need to manage our diverse and large inventory of desktops for our end user. ConnectWise Control (previously ScreenConnect) fit the bill for us. We were one of the early adopter of the product and we are glad we made the decision to invest in this tool.

Vendor Response

by ConnectWise on September 28, 2018

Hi Tri, thank you so much for your positive review!

ConnectWise

Oct 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use, fast connection, unattended sessions, chat facility, remote screen capture (video and pictures) and price.

Cons: Sometimes cannot get Win 10 to show the login screen.

Overall: We are a small IT Support company and support around 600 users using ConnectWise. ConnectWise makes remote support very easy and cost effective. We currently use 4 concurrent licences, and have installed the software on our own servers. The updating procedure for new release is easy and generally is without issue. We have only ever had to contact WiseConnect support once, and was really please in the way they dealt with our problem. We would have no issue recommending this product to anyone.

Great tool for remote support

Oct 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the small footprint of the Java applet and the ease of use. The ability to send and receive files through the tool makes it very easy to get log files to our backend engineers and to send product updates during a remote support session.

Cons: It would be nice to be able to unlock a computer that has a remote session installed.

Overall: We use ConnectWise Control to support our remote customers. It saves us alot of time and money not having to travel to our customers to resolve problems. With the permanent sessions, we can work a problem for days and never have to contact the customer to connect us to their environment.

Easy way to connect to client computers

Sep 06, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The web interface is really easy to use. Implementing the program on a client computer for continual use is also very easy via the web. The ability to send a client an email with a link to the session makes it easier for clients that are not very tech savvy and don't navigate the internet that well. The program has a very small profile and will not use a lot of resources on the client system.

Cons: It would be nice if I could use the web interface to force a machine to reboot if it is in a state where it will not respond like other remote control programs allow. While I like the web interface a desktop application would also be nice like some other remote control programs.

Overall: The ability to remote into a client computer via the web.

Fantastic product

Oct 12, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that it's self hosted. For us that's a really big deal as our clients require that we avoid the use of public cloud where ever possible.

Cons: There's nothing that I actually dislike about the software, however, you need to ensure that you have it on reasonably specified VM as if you go too low with RAM it runs slowly. It also needs to updated regularly. The process is simple but still manual. It would be great if it was automatic or, at least, single touch.

Overall: Very, very happy with CW Control. We've been using it since it was ScreenConnect and have no intention of ever leaving, ever!

Cheap alternative to LogMeIn but you can see why it's cheaper

Apr 05, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's much cheap than other solutions like LogMeIn. Once installed it's relatively easy to centrally update the unattended client installs. Did I say it was cheap compared to LogMeIn? I use it mostly for IT administration and have LogMeIn for end user remote desktop. We could afford to use LogMeIn on all our end points so we only use LogMeIn on user PCs and ScreenConnect on all devices including servers and user PCs.

Cons: The client isn't as polished or easy to use as LogMeIn. The screen resolution is low and doesn't have an easy way to change it to match the client PC. The interface isn't as easy to use as LogMeIn.

Overall: It's relatively cheap compared to other solutions and works well enough. Updating clients remotely is very easy.

Enabling our business

Oct 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We have majorly reduced our site visit requirement with Control. It's fast and very reliable. We use unattended access sessions for contracted clients and also one time access sessions for some clients. We like that we can offer unattended connections the option to accept the connection and this can time out if the machine is really unattended.

Cons: No real issues with product. When we've had customisation issues support have always helped very quickly.

Overall: As an MSP we are now able to support our end users very quickly from our mobile and desktops from ANY location.

Possibly the best remote control software out there today

Nov 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: -easily connect to remote machines

-maintain a database of all your clients so you can connect any time

-awesome mobile app

-ad integration

-stable software

-multiple tools for file transfers, command lines etc

Cons: -lack of mac support makes it super hard to work with remote mac machines, most of the time the client does not even connect and we have to use other software

Overall: Overall this is the best remote control software I have ever used. It is super easy to use and has an array of powerful and useful features that make you in control of the remote machine and eliminates the need to be onsite.

It was easy to setup, customise, and start using. Customers are impressed. Couldn't ask for more.

Apr 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Multiple customer connection methods allows this to function flexibly across environments with different levels of restrictions.

As standard this product provides features that their competitors offer only on their premium tiers.

The customisation features allow us to provide our own branding for the end user experience.

Their product has a smooth integration into the CRM we use for technical support.

Cons: To be honest it's difficult to criticise, they excel in all areas including those which I've found deficiencies with their competitors.

If anything I would say that there is a limit to how far you can customise, but arguably the provided customisation features are more than reasonable.

Major technical partner in my business

Oct 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease, customer service, growth of tools and resources within the package

Cons: Really, nothing. It has stayed ahead of my imagination regarding new services that I can offer my clients.

Overall: I am grateful to ConnectWIse, and its previous incarnations (Elsinore, ScreenConnect). This technology has allowed my small, high value and high end technology business compete with any competition. It has expanded my capacities, and it has reduced the cost of customer support on my end. In my nearly forty years in IT, remote management software in the form of ConnectWise has been a miracle. Thank you, and keep your own tech support folks happy, they are worth it.

Capterra loader

Hassle Free Remote Support

Oct 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ConnectWise give us the ability to have control of all local resources at our fingertips, as well as the flexibility to easily connect to external users to provide support with very easy to understand instructions for end users with little technical ability. ConnectWise control makes help desk support a breeze!

Cons: I have had no problems with this software. Always exceeded expectations.

Overall: For all of the temporary client programs that we have tried ConnectWise, has by far been the easiest to implement and keep up to date without pain in the wallet or technical support.

ConnectWise Control gets it done

Aug 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that the UI is laid out well and that it doesn't take too many clicks to get to anywhere or do anything. This is efficiency and productivity enhancing.

Cons: Honestly, I can't think of anything I don't like. Yeah nothing is perfect but solid and functional are what I need and it is both.

Overall: We use it for remote management of endpoints after moving away from LogMeIn and we would never go back. I have tried several other platforms and this one is top tier and the pricing is in-line with what is expected, even a bit less than other solutions.

Vendor Response

by ConnectWise on September 28, 2018

Thank you for your positive review on ConnectWise Control!

Best Remote Support Tool I have evre used!

Oct 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Cloud based so I can access it from anywhere I have internet. Platform is intuitive and easy to use. I have this installed on roughly 50 company owned machines and it has never given me a problem accessing as long as the client machine was powered on and connected to the internet.

Cons: Session groups or other sorting options could be easier to use.

Overall: This software saves me time that I do not need to drive between offices to deal with small problems. Compared to other remote solutions I have looked at, the pricing is outstanding for such a full featured remote tool.