ConnectWise

ConnectWise Control


4.5 / 5
1515 reviews

Who Uses This Software?

IT Professionals


Average Ratings

1515 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
    Yes
  • 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 Management
  • Brainstorming
  • Calendar Management
  • Contact Management
  • Content Management
  • Discussion Boards
  • Document Management
  • Project Management
  • Real Time Editing
  • Task Management
  • Version Control
  • Video Conferencing
  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow 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

ConnectWise Control Reviews Recently Reviewed!


Mostly Great

Jul 02, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Extremely
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Pros: The software is fairly easy to use, intuitive and easy to deploy with the hosted option. The newer features to look up currently installed Software, the latest error logs and full specs with SN is used almost daily in our computer.

The notes feature can glitch from time to time, but is a great way to track notes on customers when I'm doing a large batch of updates. I use it to track updates I've started so when I come back to it I know exactly where I left off which isn't necessary for our internal documentation, but is a great note pad tool right in the program.

Along the same lines, we use the Notes feature to leave pertinent information for specific devices such as construction equipment computers that can not be turned off without notice and who exactly to contact with their name, numbers and email address to ensure employees have easy access to this NECESSARY information before accessing the computer remotely.

Cons: My least favorite problem with this software is the customer service. We came across a bug over the past few months and when we called in were basically told that the problem was essentially end user error, which is ironic since we've used the software going on 5 years now and we are extremely familiar with the ins and outs of both the software and basic troubleshooting since, ya know, that's our job... Technical support was down right rude when they weren't understanding the issue and when I finally talked to a senior technical engineer for ScreenConnect, I explained the problem and was given an answer of "I could see why this would be confusing to the last agent" but they agreed with me that there was no reason for the agent to be rude or dismissive just because he couldn't understand the abstract bug. We have yet to solve the bug, but I don't necessarily blame the Senior level Engineer, the bug is just very hard to reproduce.

The one other hugely important disappointment with this software is that it is not ACTUALLY HIPPA, the EMRA, ACA and Medicare compliant. We have talked with Senior Engineers and the sales team and while they boast about the software being HIPPA compliant, I asked a how exactly they comply with the basic requirements, non-negotiable terms, and when pressed, ScreenConnect doesn't actually have proper compliance. We have therefore not installed the software on any of our health care clients which wastes a lot of time.

Overall: Overall, the software works basically like it should. There are some problems, but every software has it's issues. I would like to see some new features such as responding to online clients requests via our email so that I can respond to customers without having to lot into the system. On the same note, I would love to see that when a customer requests to open a chat, that the dialog box would include the user's AD/username and or ask the customer for a name, phone and email to start a chat so that we know specifically to whom we're talking to when a chat is started. I would recommend this software to other IT providers that do not have healthcare customers and I would recommend to ScreenConnect to have an attorney and engineer thoroughly read the aforementioned laws to properly implement and good healthcare product (HIPPA, the EMRA, ACA and Medicare).

Capterra loader

A great solution for a one-man-shop

Jun 19, 2019
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: Compatibility, deployment (MSI package), and customization (can configure the server with addons, that in turn help you configure the client much faster than other solutions I've tried). AUTOMATIC NAME UPDATING. This was HUGE for me! This was the main reason I moved away from GoToAssist. I worked with GoToAssist support multiple times, but they couldn't help me get anything in place to do this. Essentially, if a PC name changed, the GoToAssist Server kept it's name listed as the "old name" - this lead to tremendous amounts of confusion for me and made it almost impossible to know which computers needed updating and which were already the correct name, simply connecting to support a user was an issue after just a few computer moves. Deploying software to 50-some machines might not be as large a task as other companies out there with 500+ machines, but as a one man shop, keeping those machines updated to ensure versions match, and names of the PC's are kept intact when users retire and new folks come on board is a HUGE time saver and stress relief after swapping to ConnectWise Control.

Cons: Poor screen scaling (when compared to a competitor like TeamViewer), slow multi-monitor (becomes a sluggish because it seems to want to stream all screens at once, even if only one is selected), and ambiguous information as to whether another third party who also uses the software has left theirs installed / potentially could cause exploitation and already causes confusion.

Scaling:

If I connect to a machine with no other users on it, I believe I should have the option (via the "join w/options" link, perhaps) to change the connection to match my resolution (similar to how Microsoft's own Remote Desktop or TeamViewer do)

Additionally, even if it's unable to match my connecting resolution, If the built-in scaling were better (I.E. - if there was a feature that introduced some good hardware accelerated anti-aliasing), the daily use of this software would be greatly improved.

Multi-Monitor Sluggish:

I've seen this with some other remote connection software - even the more legacy VNC protocol suffers from it, but it is avoidable because not all have this issue. I think the software needs to only stream updates to the primary selected monitor - or at least have an option to enable that, because delays become a huge problem when navigating things like complex databases or even simple excel sheets when there's a full-second delay. This does not happen on single monitor connections right now, it becomes noticable on dual-monitor, and on triple monitor it's very obvious.

Overall: It just works. It's super-ridiculously reliable. By that I mean, I've used MANY other remote support software solutions over the years, and while this one might not have the perfect clarity of an upscaled resolution, it has yet to fail me on a connection. I deploy them via MSI, occasionally update them from the admin interface, and ... thats it! It just works!

This used to be an awesome product for tech support. Now it is just great.

Mar 01, 2019
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: I *used* to like the "Toolbox" till they broke it.

Ability to reboot computer and stay connected.

Screen drawing.. but that is bittersweet as the feature was VERY BADLY written. Whomever wrote, clearly did not use it to try and talk someone through something on their computer.

The ability to dynamically group computers by client and tags is AMAZING!!! I love that I can code searches for my groups.

Ability to rename computers.

See how long computers have been off-line

The plugin system that allows me to greatly enhance the way I interact with the interface.

Ability to create user accounts and control their security. (Still waiting for ability to limit how many connections they use)

The fact that I can run it off my own server is AWESOME!

Cons: I used to love that I could use the "Toolbox" to execute my tech tools while working on computers. Just pick it from the list... have it download to C:\SomeFolder and then open that folder and all the tools were there. I could clean viruses, restart the computer, go back and continue. That is no more though. After I bought the software they changed it. Now the tools download to the users "Documents" folder. The users get mad at me for digging through their "Docuemtns" folder to try and find "my folder" where the tools download too. It is hard to get to the folder. It is impossible to set exclusions on the virus shield because the folder name changes as it in the users profile. If they have bad internet or I leave a scanning tool running a long time, lose connection, the folder is removed and so are the tools. I have to start all over. This software SUCKS NOW! They completely changed it. The worst part is... they did not have too. They could have easily let it continue to work the way it was and given us some toggles and variables to control its behavior. Bad programming really. They say this app was written by techs for techs.. I think that may have been true once. Not any longer.

Lack of hotkeys... To move between screens and clear the screen drawing.

Inability to set the color of the screen drawing.

No button to set "Auto" sizing on the resolution.

"Acquire Lock" feature never seems to work.

I would list more but I am out of space.

Overall: Support staff is always professional. But the way they get information from us and use it as to features on the product and what we like and dislike was really poorly done.

Customer focussed support

Jan 08, 2019
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: ConnectWise Control is a fully featured remote support platform that does exactly what it says it will do "Remote Support That Just Works". Being cloud based, it allows support sessions to be started from anywhere that an internet connection exists.

I predominantly use Apple platforms, and I find the desktop and mobile applications work seamlessly when supporting Windows clients.

I particularly like the Support and Access features, the former being most suited to temporary support sessions, and the latter for effortless connection to clients on an ongoing as required basis. Access also allows client machine connections to be saved with Machine or user defined Specific value for machine name and additionally Organisation name, which simplifies the process of selecting the machine with the ability to save . A nifty feature built into Support allows for push installation of the Access agent, in the background, where ongoing support is deemed necessary. A handy Build Installer provides all possible machine connection build options.

Visual indicators show when Host and Client machines are connected to ConnectWise Control, which takes the guesswork out of knowing when your clients are online and have connected successfully.

Help and support features built right into the portal save time.

Another nifty feature is a visual record of clients running older versions of the support agent, complete with the ability to push the updated client out to affected machines.

Cons: A software agent needs to be installed on machines before support sessions can be established, and while the process is straight-forward, the need for users to click on the installer after it has downloaded is missed by some users.

I also find that when switching between my local desktop and the remote desktop, at times the remote machine responses are not as expected. I simply press the command key (Mac) while highlighting the remote machine and this usually overcomes the issue, or disconnect and reconnect the session.

Overall: I have used most remote support platforms over the years, and overall I find ConnectWise Control to be a solid performer, with backup support that is timely, friendly and professional. There are numerous other features which I have not mentioned here. My advise - give it a try!!

Fantastic product - always improving

Jan 08, 2019
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: We've hosted our on Control server and it is super easy to install and maintain.

Using the software to provide remote support has never failed because they provide multiple methods for creating connections for all operating systems.

The web interface provides basic information about the connected computer but you can download and install plugins to gather information about processes, services, events and software.

The screen snapshot is large enough to see if the computer is in use and small enough so you can't read what's on the screen.

Through the web interface you can customize a number of things like icons, labels and branding.

Through the server config files you can customize a number of other settings.

You can create temporary sessions just for one-time remote support or install the program for on-demand remote access.

On-demand remote access can be organized in session groups for easier management and security

Users can be created and assigned to specific session groups.

Access and commands can be audited.

While a session is connected a time line is kept to help troubleshoot connectivity issues.

Cons: The price to purchase screen connect was reasonable for a small business. When it was purchased by Connectwise the price to purchase it out right was quadruple the original price. If you have 100 plus machines to support then divided across the 100 machines is still cheaper than a comparable product. But if you only use it for temporary sessions it is hard to justify. However, Control is bundled with Connectwise Automate so you get Control for nearly nothing when subscribing to Automate.

Overall: Fantastic. Overall it's features, pricing and security is unbeatable in the industry.

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.

Close but missing the mark

Jun 19, 2019
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: Price/value, Installs fast on my client's PCs, very configurable, works well with multiple monitors (now), faster than TeamViewer.

Cons: Oh, that easy... The chat window is the absolute worst!

First of all ... If you go look at my chat logs you will see that I use it all day long, A LOT! Probably 200 messages a day maybe more for 2 years!

I wrote that type of chat system in 2002 with visual basic. It is not object-oriented and barely HTML friendly. I suggest you embrace one of the chat libraries standards. so you don't have to roll your own.

NUMBER ONE COMPLAINT

It needs the ability to change my message after I have submitted it. It is so frustrating to accidentally misspell something and have no way of fixing it.

When copying a prior message (to refere to It) your font is WHITE therefore if I paste it back into the chat window it is still white. (white on white!) Hello... How did the testing team miss this!

It needs to remember my partial chat (un-submitted) message, even after losing connection and reconnecting or exiting and rerunning the app.

It needs a search feature. (I know your code is only buffering back a short distance back, but at least search with the current buffer!) I can always scroll back further and further to expand my search.

It needs to have a spell checker, (Or instantiate a COM Control of IE, Chrome and the spell checker will magically work!)

Overall: Overall I give you product a score of 9 out of 10. I actually love all that it does it is just you chat is very lacking. Good luck.

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.

The best Remote Control Tool on the market

Jan 08, 2019
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: ConnectWise Control has a straight forward pricing model, works extremely well both for remote tech as well as customer. Extremely easy to start a session as well as access a running session. With the Access Sessions (always running) option, you can add all your managed computers and quickly remote in. This is one of the first to support all major operating systems, including Windows, Linux, Mac, Android and iOS. This gives quick and easy access to all types of remote computers, no longer do you need to support multiple remote access tools to support your customer base.

Cons: I only have two complaints, the pricing model although fair, can get out of control if you want to self host or if you need the higher tier plans. The auditing and reporting is something that has always been partially implemented and needs a good bit of work. Also the pricing model was recently changed to move some features to the higher priced tier, this brings consurn that this activity may continue forcing a high monthly rate to maintain the same feature set. Hopefully this isn't true.

Overall: I have been using this produce for many, many years, originally as ScreenConnect. It has been a valuable tool that I could not go without. I am extremely satisfied with the product. I just hope the pricing model doesn't continue to be changed like it was late 2018.

An invaluable tool for supporting clients remotely

Apr 12, 2019
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 remote access tool is robust and easy to configure and use. The interface has so many tools that I haven't even had time to try all of them, but each one I've tried has provided excellent functionality. Having several different ways to get a remote customer connected has just been awesome. I love the customization with my company's information. It is very competitively-priced, and they have not raised the price very much (if at all) in the several years I've been using it.

Cons: I have had a few clients whose computers were so badly infected or corrupted that they couldn't get the software to install, but they could get Chrome Remote Desktop to install. I assume that the limited set of features in CRD and piggybacking on the Google Chrome installation that was already there helped in those situations. I think it has happened around five times in the hundreds of times I've tried to add a client in this way, so that's not a big problem.

Overall: Connecting remotely to help clients makes up about 25% of my total revenue, so ConnectWise Control is a huge part of my business. I have used other paid services in my decades of providing computer support, but each one has raised its prices too far and too fast for me to continue using it. So far, ConnectWise has not done this, and I hope they continue to be affordable.

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!

The Right Tool for the Job

Mar 05, 2019
5/5
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: This was what we needed when we needed to graduate above the Logmein or TeamViewer world. it allows us to have an on premise (and therefor single point of connection) for our remote sites. This allows you to ask for a single firewall exception by IP to allow remote admin. The security and functionality is superior to RDP or other options and allows us to share session and therefor administer while remote users are showing whatever the issue is (without a logout or storing large amounts of credentials etc) and works great with disparate local login methods (differing domains, high or low secrity logins etc.)

Cons: There are some convoluted setup steps to get it to do what we needed. There should also be a Backup utillity for the Keys and Config )preferably from the web admin GUI (a la a router that lets you download all your firewall rules etc)

Overall: We administer lots of remote systems with specialized software that is an exception to traditional IT rules of the road. This software has been a game changer in our ability to support these sytems across the country with a simple .. get that box to see google and I can help you motif.

It does all that we needed and that is rare in this world

Excellent Remote Support for Savvy Technicians

Mar 01, 2019
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 basics of connecting to a computer are very simple and discoverable. The client-side installation is light and stable. The customizations and more advanced features are excellent. I have a remote support portal embedded on my website which makes it easier to get connected to a client over the phone. I have custom groups setup. I have some handy scripts and tools saved in the toolbox. And also quite beneficial, it's incredibly quick and easy to start a support session from any computer - truly cloud-based.

Cons: There is very little to say as far as cons. Some less-frequently-used features are less discoverable. Creating groups takes a little learning since you have to write out a boolean sequence. But I still happily trade a small amount of complexity for the power it offers.

Overall: As a mixed MSP and residential computer support company, we utilize connectwise for quick support calls and our daily support and maintenance work. Even things you wouldn't expect, like the recent timeline of connection history per client helps to diagnose network and internet issues. In the absence of a true RMM platform, ConnectWise offers a tremendous breadth of features and integrates well into other solutions.

Simplicity vs Technical Configuration

Jun 19, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease at which to create client installs, updates, and easy grouping. Smooth connections 80% of the time.

Cons: Configuring things like custom icons, auto updates for clients, and other configurations in this area, are crude, more from a programmers stand point. This needs to be HIGHLY polished up, and made quick and easy. Because IT guys don't have time to always call and chat with support, so you have to look the things up I mentioned, via online information or chatting with your tech agents. The tech agents are quick to respond, but it's something that shouldn't be necessary for CUSTOM configuration. Even configuring sub-techs under me, and their permissions, and what group they can be in, etc., it should be DRAG and DROP, not looking at the steps in online tech docs.

But as far as the remote operations with a client, outstanding! Other than 20% of the time they do have occasional LOCKS, where you have to abort the connection, and re-connect. This isn't local, because I tech remote from every location known to man......lol

Overall: I solve problems quickly, and on the spot, because I can be anywhere with internet, and get a job done or at least examined with the remote capabilities and functions. Over all I will buy again, because it is a great value. But like I said, configuration needs an overhaul for QUICK, and I mean QUICK, configurations.

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.

Better value alternative Remote Access software

Jan 09, 2019
5/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: That despite the limitation below, it is much more affordable than competitors, and once successfully connected to your client's agent, it works magnificently.

Cons: 1) That there is no Access software, that to connect to a client's agent you have to open a web browser, go to your screenconnect site, log in, and then when you connect to a client you have to run a little executable, every time, one of several different methods that sometimes don't work.

2) Some times, but enough times to be a real issue, once connected you just get a black screen. If the client is at their computer they report that they can see you moving the mouse, pressing the Windows key (for Start menu), but you can't see anything. So still need to have competitor software running (in 5 minute unlicensed mode) so you can gain remote access at all.

3) Licensing value is better and fairer than others, but could still be fairer. The jump from 1 to 3 sessions is a bit steep, when competitors let you have unlimited sessions in the base price, and the fact that you can't connect to clients from both your desktop and laptop simultaneously, even if only trying to connect to one session from each with a 3 session Standard license - well - without doubling the license cost! (Again, when competetors let you do this).

ConnectWise Control

Jan 11, 2019
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 ablility to run commands on multiple machines at once.

Example, after updating a group policy item, I want to immediately push it out. I can select all the computers in my organization and then choose "Run Command". I enter, "gpupdate /force" and all the computers then get the updated GPO.

The new View add-in is an absolute godsend. When you have a remote office and you need to see and hear what's going on, this is a lifesaver.

Cons: I wish it gave more information about the computers sometimes.

Like:

private IP address

make/model of the pc

Overall: We needed a product that was easy to deploy that would allow us to remotely connect to and mange our outer offices.

I've used all the big remote control programs starting with pcAnywhere back in 2005 to Logmein, Bomgar, gotomyPC, VNC,etc... Control is the fastest out of them all. It has a robust tool set with the ability to store my own custom tools. With the msi installer, I have Control tied to our domain group policy. When a new computer is joined to our domain, it automatically gets Control installed. I have used both the on-premises and cloud versions of Control and I have been extremely happy with both. It has been easy to maintain, update, and administer.

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.

Old Timer's 2 Cents Worth

Mar 01, 2019
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: This product has come a long way since I bought my first one-time "forever" license of ScreenConnect. I had tried them all. This one was fast and stayed connected even on slow dial-up connections. I eventually was forced onto their web platform. It's actually better than the stand-alone product. I have not needed their live support for some time, but it has always been good when I did call them.

Cons: Terminology is confusing and sometimes over my head. Am I the "guest" or the "host"? I can never find my administrator's login screen. I have two accounts and the phantom one I suspect, gets in the way of my accounting. Wish I could go back to buying a license instead of the never ending subscriptions.

Overall: I spent the last ten years of my career working from a comfortable home office for clients in Boston, New York, Idaho, Atlanta, Kentucky, Indiana, and my home town of Louisville, KY. While they were busy doing construction of all 5 bridges across the Ohio river over several years, I walked downstairs to work each day while my fellow office dwellers spent upwards of an hour or two daily sitting in traffic and paying for parking and tolls. Thank you, ConnectWise.

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.

Remote Control Software That Just Works, If You Can Afford It

Mar 01, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: ConnectWise Control is the most responsive remote control software we've used in over two decades of Managed IT work. Within 2-3 seconds of clicking the "Connect" button, the session is established and fully operational. You can select from multiple RDP sessions or the console view, and a recently rolled-out "Backstage" feature provides fully interactive PowerShell and CMD prompts that don't interrupt the active user. The product is FIPS-certified and CJIS compliant, and has controls for 2FA, consent prompts from end-users, and customizable auditing.

Cons: Since the ConnectWise acquisition of this product (formerly ScreenConnect), pricing for the self-hosted version has skyrocketed. If you don't want to pay ConnectWise monthly per technician, you're looking at a couple grand for a basic on-premise license which then needs to be renewed annually if you want to receive upgrades & security patches (which isn't really an option to ignore for software that grants remote control).

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.

Fully featured and robust for Helpdesk management

Jun 19, 2019
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Remote connection is easy to understand and use even for non-tech savvy users,

Templates help to decide on what options are shown and not show which is great for customization and de-cluttering.

Great 1-click redeploy for updating the control agent version

Cons: Cloud hosted server is sluggish and slow to respond, each input feels slow and occasionally pages just never finish loading all together.

Addons are non-curated and seem rarely upto date and working.

API documentation for Control seems non-existent or sparse.

No Android endpoint app to remote control mobile devices (This is the one feature that almost had us turn to LogMeIn's product line)

even teamviewer has a host app although it connects in the reverse fashion to match the teamviewer desktop app.

Overall: Control helps to keep our clients centrally accessible and allows fast response even over poor quality communications lines.

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.

Fast and self hosted remote support

Feb 22, 2019
5/5
Overall

5 / 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: Very little configuration and don't worry about working through firewalls or proxys, we have no issues.

Ability to self host this software and upgrade licences for technicians as required. The licensing structure allows us to install on a high number of PCs and concurrent licences increase as the business grows.

Very fast product, intuitive to use, constantly improving and updating with new features added all the time with good bullet point release notes and screenshots (new backstage mode is a great new feature)

Cons: Support for mac high Sierra and onwards seems to be problematic. Text issues and have not been able to use with macs since (continues to be a problem in moave also)

Overall: Allows us to offer technical support easily to all clients with unattended access, as well as adhoc access when required, the ease in which customers get remote support is excellent.

We host the software ourselves and set ports as required, which allows us to meet the very specific requirements of our clients hardware.

I Love Version:6.7.19864.6828 - I restored our server from disk image to get rid of the next version

Jan 11, 2019
5/5
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: I have been using ConnectWise Control / Screen Connect for many years. Great value for a small business. Flexible configuration - run the agent on port 443 so when I ship notebooks to Banks they can "call home". Bank's always allow outbound port 443 while closing most other outbound porta. Many Great features. I have found that most support contractors for banks are also using ConnectWise Control, so they are confortable with our using to perform remote security assessments.

Cons: When I updated to the version after 6.7.19864.6828, I had to no time for the dramatic change. I spend 15 minutes trying to figure how to use it, then restored my server from backup to get rid of it so I could get back to my job. I had offers from ConnectWise Control to provide support with new version, but the new version was gone, and TIME is everything. I will be sticking with version 6.7.19864.6828 because I know how to make it work.

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.

Screen sharing software that works great.

Jan 15, 2019
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: I like that I can not only share our customers screens, but I can see all of their screens at once, or one at a time. And for us being a software company, it is nice to be able to upload and download files by using windows explorer.

Once our customers have connected, they really like us being able to get on their computer and work with them. This makes our company look very good for support.

Cons: Sometimes it is hard for some people to figure out how to download then run the little program from ConnectWise. Most of this is due to our customers being completely unaware of how to download and run a program. It would be nice if we could ship a program with our software that would let our customers connect instantly.

Overall: Our software is for repair shops. Many of these folks are not familiar with computers, so ConnectWise lets us not only do tech support easily, but it helps when we're doing sales, we can walk a potential customer through the program on their computer.

ConnectWise Control Enables End-user Support with Simplicity and Reliability

Feb 22, 2019
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: Secure remote access to all agency endpoints and the ability to run remote commands without needing to interrupt the user to resolve most issues from any device and anywhere makes the support teams job easier. This tool creates piece of mind for end-users because IT support can connect, troubleshoot, and resolve issues quickly and effectively.

Cons: This software has been very reliable and has never failed our support team in delivering our services to end-users. When you are a small support team this tool is invaluable and because you can troubleshoot most issues from your desk or remotely from and tablet or phone, users may not understand the true amount of work you actually complete.

Overall: As we have limited IT resources in our agency, the ability to support many endpoints from a laptop, tablet or phone, from almost anywhere, ensures we can provide support quickly to our staff and keep them operating so they can focus on providing clinical services to our clients.

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!

Remote Support at its Best

Jul 02, 2019
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: It is affordable and fast. While it has a wealth of features as many of the packages do, it stands out for a couple of reasons, a) firewalls rarely filter the install or operation when ad hoc support is needed, b) it gives the customer the simplest experience when connecting to support.

Cons: No Cons really just feature wishes,

I wish I could edit or view a registry with out disturbing the user.

It would be nice to have more filter and search capabilities when you client list is in 1000+ range.

Hotkeys to access features from the main Connect Wise menu so I don't have to use the GUI.

It would be nice if it integrated with DUO for multi-factor authentication.

Overall: When you spend most of your day bouncing from session to session solving user problems, the last thing you need is a complicated or keystroke heavy support tool. This product helps my stress level. Because when solving problems is your bread and butter, your support software should not be one of those problems.

15+ years of IT experience, this product is nearly flawless

Jan 08, 2019
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 purchased the locally hosted version about 6 years ago, use it just about everyday without issues. Well not zero issues, but zero issues that are the softwares fault, we've only had to call in for things like changing the hosting server or enabling 2FA. The support has been great.

Cons: The only design flaw so far as we are concerned is that if you have only one license like we do, if you try to connect to another computer it says you have not more licenses... ok, great... put a button in that lets us kill any live connections and still connect. Instead you have to close that out, its a little confusing but go and close out the other open connection before you can connect. This can be solved very quickly if ScreenConnect wanted to....

Overall: We pay for the annual software renewal, I appreciate that they dont gouge us, they calculate the exact amount due based on the number of days I think. Their support has been great, software does what it says it does.

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
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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?

Huge time saver, couldn't function without it!

Feb 22, 2019
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: Easy access to computers I manage and it makes support a breeze. I have saved so much time by not having to run around to handle simple support issues on our Mac's and PC's and even tablets! I can do almost everything from my laptop and can be anywhere with an internet connection. Multiple monitor support, file drag and drop, command line support, easy permissions and access control, great performance, mobile support and more!

Cons: Sometimes we get phantom machines added due to anti-virus software testing the exe file. They are easily removed though and does not seem to be a problem anymore.

Overall: I needed a way to quickly connect to all computers in my organization and have the ability to have customers share their screen easily and without much effort on their part. I have been using this software for 5+ years now and just love it. I seriously don't know what I would do without it. Well worth the investment! Support has been excellent over the years.

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
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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!

Solid program, easy to use.

Jan 11, 2019
4/5
Overall

5 / 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: Connectwise Control is packed with strong features to help any business needing remote connectivity.

One feature that I find very nice is the ability to control the look of the software to your end customers. from the tray icons to dialog box text you can control exactly what your customers see which helps instill your brand to your customers. The access agents are easy to use and manage for those customers you need quick access to or those who are not great at navigating to the web portal.

Cons: It can sometimes seem to take forever to get a customer connected, walking them through the process to establish a support session can be tedious with a fair amount of clicking (click this, now click yes, click ok, ect.) it would also be nice to establish a voice/video connection with the customer over the remote session rather than having to use a phone to interact verbally.

Overall: I work with alot of elderly customers who tend to have numerous tiny things they need done, connectwise control has given us the ability to do most of those fixes remotely, saving time and money!

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