TrustRadius Insights for ScreenConnect are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
ConnectWise Control is a versatile remote support software that offers a wide range of use cases for IT departments, support teams, and businesses. Users have found the software to be an essential tool for providing remote technical support to end users. With ConnectWise Control, IT departments can diagnose and address problems quickly and effectively, eliminating the need for physical visits to workstations. The software allows for easy remote login and access to user computers, simplifying PC management and troubleshooting.
ConnectWise Control is also used for remote administration, patching, and help desk troubleshooting in a cloud environment. It offers a toolbox feature that allows technicians to quickly download necessary tools for the job on clients' computers, making support sessions more efficient. The software is employed by managed IT providers to offer remote support to clients, allowing technicians to connect to client machines and resolve technical issues. It is also utilized by IT consultants as their exclusive remote control software, providing fast and dependable remote access to equipment in the field.
Additionally, ConnectWise Control is used for remote access, support, and training purposes in organizations with multiple locations or remote workers. The software facilitates collaboration and flexibility between employees in different geographical locations by enabling remote access and screen sharing. It is chosen by support roles in cross-platform environments due to its compatibility with various operating systems. Users appreciate the ease of use and the ability to control remote systems from anywhere in the world.
ConnectWise Control has proven valuable across different industries such as web hosting businesses, schools, bookkeepers, and service desk teams. The software's functionality and reliability have made it a preferred choice for IT departments and MSPs who require efficient remote support solutions. Users find that it saves time, streamlines operations, and impresses customers with its speed.
Overall, ConnectWise Control offers a comprehensive suite of features that cater to the diverse needs of IT departments, support teams, and businesses. Its ability to provide quick and reliable remote support, access to computers and servers, and compatibility with various platforms make it a go-to solution for those seeking efficient and effective remote control software.
We use ScreenConnect to securely connect to client systems to provide remote support. ScreenConnect is not only a very secure way to help my customers but it is very helpful when I am on the road.
Pros
Secure Connection
Encrypted app
Usable anywhere
Cons
Hiding thumbnails of clients screens
better tools to send a file to the client
easier way for the customer to chat if they have questions
Likelihood to Recommend
ScreenConnect is appropriate for businesses who not only need to be able to remote into client systems but needs to have a secure connection. This software is very good for remote connection and helping walking customers through troubleshooting. ScreenConnect software can also be used if you need to make updates on a system that you are not available to travel to.
VU
Verified User
Technician in Information Technology (1-10 employees)
We remote connect to any production or office computers (desktop, laptop) for any remote support and or maintenance. We use it every day.
Pros
Installation on end user devices is really easy
Interface is intuitive
Remote access to cmd in admin a big plus
Cons
Big file transfert almost impossible
Better remote acces from a mobile device
I don't see any other issue !
Likelihood to Recommend
If you have a computer with you, remote access is a brease, but if you only have your mobile phone with you, it's not that easy to remote support end users
VU
Verified User
Employee in Information Technology (501-1000 employees)
As an MSP we use ScreenConnect to remotely access our clients machines. This allows us to diagnose issues without needing to physically look at the issue which saves us time and resources.
Pros
Remote access
Plug-ins
Scripting capabilities
Cons
Quicker to re-establish a connection as sometimes it is slow
Uninstalling automate could be easier
Zoom feature could be better when first connecting to a machine
Likelihood to Recommend
ScreenConnect is a powerful tool for remoting onto our clients machines, it is very easy to guide clients into installing the web version if required. A good use case for us is that you can access the backstage of the computer meaning you can access files and perform commands on the PC without disturbing the user. This is helpful for running scripts or clearing out space on the disk if it is getting low on space.
VU
Verified User
Employee in Information Technology (1-10 employees)
We use ScreenConnect to troubleshoot issues in our devices. The IT support team help the developers for providing some access to the resources if the developer is out of town. Using Screenconnect, the IT support team gains access to our device remotely and do the necessary configuration, to fix the issues.
Pros
Remotely connect to a device
Give control to the remotely connected device
Securely connects to the remote device
Cons
Mobile support for IOS devices is not there
sometimes laggy if the device specs are low
can disconnect in between if the device specs are low
Likelihood to Recommend
It is one of the best and safest remote connect software to connect to a device. Using this, The IT support people can easily identify the issues in the device and fix it immediately if it is some organization level config issues. It can reliably connect to any device across any country if internet is good.
VU
Verified User
Engineer in Information Technology (1001-5000 employees)
We primarily use SC for remote accessing our company machines, wake them up and run updates etc and provide remote support.
Unattended Access is quite handy and do is support in case of a new machine or if we need to temp support a machine.
However elevation prompts during support session are very clunky and there is decent lag in the prompt to enter admin password. Moreover its not intuitive. So the only option is to install the permanent access using an installer by physically present on site.
Pros
unattended access once installed
Wake up the machines
Backstage to work on machine while end user is still using it
Machine info, processes and logs that you can see up to certain extent in SC
Cons
backstage is excellent but can be very slow/laggy at times and needs more features
Privileged Access Management should be integrated and part of premium license
you need to pay twice for access if you buy privileged access management standalone and the integrated option is either not available or too expensive
There was a time SC was a really good option (best value for money) but now it seems they are also in the same rat race as other software companies which forced us to move away from other software companies. Prices are simply becoming unaffordable and forcing us to look for other cheaper alternatives. As much as the product may be ok for our requirement, its hard to justify the prices quoted now.
Existing and loyal customers are neither acknowledged or rewarded for their loyalty. Its all about how to get more money. 100% focus on capitalism and zero focus on brand building, customer rapport and maintaining a bigger market share by keeping the prices reasonable.
compared to other vendors it takes ages to get hold of someone for a simple sales question and the follow ups are also quite dull.
Likelihood to Recommend
We use it for basic remote access, but we are getting sick of being asked to pay for the features which should have already been part of this package being a premium license, which simply puts us off as it seems price gouging and nothing else.
VU
Verified User
Manager in Information Technology (201-500 employees)
We use ScreenConnect for remote troubleshooting of our user machines in the field. We have a staff of about 30 and it makes accessing their computers when they have a problem hassle free.
Pros
Remote Access
Software Installation
Likelihood to Recommend
Great for helping end users with issues, both tech specific and in instances where they're looking at an issue that may be simply work related and they need a second set of eyes on the problem.
I provide remote computer and mobile device training and troubleshooting. ScreenConnect makes my job much easier.
Pros
Easy setup of new sessions
Ability to transfer troubleshooting tools to remote computer
Ability to make permanent remote access for my clients
The notes section of the admin panel allows me to save important information for future sessions
Cons
I've always thought that the end user experience could be much easier. Requires too many steps for my users...click link, download program, find download, launch download, agree to terms and permissions...etc, etc.
Likelihood to Recommend
Again, for remote support and training, once connected, the app works great. Admin control panel allows for organized grouping of clients and multiple computers at a client's site.
We use this daily as our enterprise solution for monitoring and connecting to the enterprise computer systems to offer support, patching, and scripting to be utilized. This product solves the need to be able to remotely connect without approval on the client side and be able to perform as administrative user several scripts and functions needed to patch and support the computer systems.
Pros
Monitoring Computers
Remote Support
Scripting
Cons
User Interface
Application for ConnectWise ScreenConnect
Parity of features from SAAS to Application
Likelihood to Recommend
We daily use this product to connect to our client computers. This is very helpful and it works 99% of the time. There is very rarely issues connecting to the computer systems, and the scripts also have detailed logs of what is run and if it succeeds or fails. The tools installed on all our Windows OS systems seems to work really well and stays running as long as the computer is running.
VU
Verified User
Manager in Information Technology (1001-5000 employees)
We use ConnectWise ScreenConnect to remotely access and manage all our client machines. It is our main tool for providing remote support to our clients.
Pros
Remote Control
Back Stage
Providing System information
Cons
Additional feature within Back stage (e.g. web browser for connecting to routers)
Pushing scripts
Cant think of anything else, it pretty much does what we need it to do
Likelihood to Recommend
If you have a lot of remote based machines and require management of these devices.
If you have a lot of users that have phones and require assistance.
VU
Verified User
Manager in Information Technology (11-50 employees)
We use ConnectWise ScreenConnect to support our internal staff while in the office or working remotely.
Pros
Booting into Safe Mode with Networking
You can search user names to find which computer they are using
Remote sessions over poor network connnections
Cons
Overall Security
Easier integration of Let'sEncrypt
Configurable Security Notifications
Likelihood to Recommend
ScreenConnect is really good for internal support, msp usage, or for doing remote sessions with customers. It is a well built product but suffers from not having significant modernization improvements to the security architecture. They should find a way to embrace things like zero trust and put effort into hardening the web interface.
