ConnectWise Control

by ConnectWise

4.5 / 5 1,168 reviews
ConnectWise Control

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Who Uses This Software?

IT Professionals

Average Ratings

1,168 reviews
  • Overall 4.5 / 5
  • Ease of Use 4.5 / 5
  • Customer Service 4.5 / 5
  • Features 4.5 / 5
  • Value for Money 4.5 / 5

Product Details

  • Free Version Yes
  • Free Trial Yes
  • Deployment Installed - Mac
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - iOS Native
    Mobile - Android Native
  • Training In Person
    Live Online
    Documentation
  • Support Business Hours
    Online

Vendor Details

  • ConnectWise
  • https://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

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

ConnectWise Control Most Helpful Reviews

Fantastic product - always improving

Translate with Google Reviewed on 1/8/2019
Anthony B.
CEO
Information Technology & Services, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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

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.

Customer focussed support

Translate with Google Reviewed on 1/8/2019
Steve M.
Managing Director
Information Technology & Services, Self Employed
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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!!

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.

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