ConnectWise Control

ConnectWise Control

Remote Support, Remote Meeting & Remote Access Software

4.7/5 (1554 reviews)

ConnectWise Control Overview

Anytime, anywhere remote support from ConnectWise Control lets you remotely control devices and help your customers whether they’re around the corner or around the world. Exceed service delivery expectations with fast, reliable, secure remote support that offers instant connectivity, scalable security features, and seamless integration. Support your customers from anywhere with an internet connection, keep working confidently despite ever-present cyberthreats with out-of-the-box functionality like AES-256 encryption and two-factor authentication, and do it all at a price that works for your business.

Pricing

Starting from
US$19,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Canada, Europe, Germany, United Kingdom, United States

Supported Languages

English

ConnectWise Control Reviews

Overall rating
4.7/5
96% positive reviews
1153
Excellent
341
Very good
49
Average
8
Poor
3
Terrible
Alex B.

ConnectWise Control - Amazing Remote Support Utility

Used Daily for 2+ years
Reviewed on 2019/08/30
Review Source: Capterra

Over CW Control has been a game-changer in how our company delivers remote support to our clients. It has allowed us to operate more efficiently and gives our techs the tool they need to provide awesome remote support. Since we have started using it we have not even considered looking for an alternative tool.

Pros

Connectwise Control is an easy to use software that allows our company to provide remote access and remote support to our clients. The software was extremely easy to setup and configure and get running. Once it was set up and running it just works. It is the fastest remote access tool we have ever used. It connects to sessions in seconds, not minutes like some of the other remote access tools out there.

The layout of the software is great and make navigation for our techs and also the end-users simple. The built-in toolbox and remote file transfer also are dead simple to use and always work. It allows us to copy a file over to a desktop we are supporting, or to copy need diagnostic info back to our techs computers.

Control includes multiple options for 2-factor auth which is a must these days for tools like this.

Cons

The least liked portion of Control is that support is not always easy to get a hold of and sometimes does not always have the best solutions or fixes during the initial support engagement.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Bryan M.

ConnectWise Control Opinions

Used Daily for 6-12 months
Reviewed on 2019/07/09
Review Source: Capterra

Works great in our environment and has enable us to connect to any of our users wherever they may be. Its easy for the clients to use and connect especially if 24/7 access is setup.

Would like to see the Host Pass time increased to an option of 48 hours. Many times work must be done over the weekend, this would then enable us to issue a pass for the entire weekend and be done with it!

Pros

Ease of use for myself and clients; two factor authentication . Love the Toolbox feature as it places often used apps, files, etc. at my fingertips. Being able to install consistent access to or clients is a big plus as we can see all of our devices listed with connection being just a click away. The option to pass credentials to the client is a great option to have too.

Cons

Not much, just the limitation of 24 hours on a Host Pass as this does not get us through a project over a weekends time frame.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

9.0/10
Michelle E.

Mostly Great

Used Daily for 2+ years
Reviewed on 2019/07/02
Review Source: Capterra

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).

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
John D.

Best value out there in remote support

Used Daily for 2+ years
Reviewed on 2019/07/03
Review Source: Capterra

We're a small company so when one of their competitors had a major price increase, I started looking for an alternative. So glad I found ConnectWise Control! We're a small company and dont have the need for constant concurrent connection so paying thousands of dollars for that functionality didnt make sense. Service has been reliable, easy tio set up and most importantly, easy or my clients to use and connect.

Pros

Easy to use. Reliable. great dashboard.

Cons

It does everything I need and surprises me with things I didnt know I needed!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Andrew K.

Great tool - Good mix of Instant and Agent

Used Daily for 6-12 months
Reviewed on 2019/07/02
Review Source: Capterra

Love the product. Used to use a VLC-based product before, and this has gone so far already. Still some growing up to do, but seems like one of the best available products out there, at least for my needs, without being stupid-priced.

Pros

There is a lot to like about the platform. From an easy-to-use instant platform, to a strong access agent. It does a lot well, and there isn't a lot it doesn't do well.

I love the idea of the toolkit, where you can pre-upload commonly-used tools.

I also like that the software seems to be taking some steps forward as time goes on as well.

Cons

Always have to turn down to Low setting. Doesn't seem as optimized for bandwidth as other tools. Lack of CNAME ability; Doesn't seem to work right no matter how you set it up to make the site look like your own. Very awkward to customize look-feel, even with third-party add-ons.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

ConnectWise Control Pricing

Starting from
US$19,00/month
Pricing options
Free Trial
Subscription
Value for money

Annual pricing starting from $19 per tech/month. Month-to-month pricing starting from $24 per tech/month.

ConnectWise Control Features

  • API
  • Chat
  • Projections

  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Communication Management
  • Customizable Branding
  • Document Management
  • Document Storage
  • Drag & Drop Interface
  • File Management
  • Permission Management
  • SSL Security
  • Search Functionality
  • Third Party Integration

Additional information for ConnectWise Control

Key features of ConnectWise Control

Benefits

Collaborate with other techs and work on a sole session simultaneously.
Ad hoc support sessions allow for fast session creation and simple connections for users .
Transmit chat messages from the web UI to individual or group machines.
Session event triggers can automate actions, such as sending emails, depending upon system events.
Screen preview from the web UI to view if a machine is being utilized before connecting.
Central web application is the meeting point between your techs and customers.
Access from anywhere- gives you the ability to manage issues wherever there is an Internet connection.
Multiple-session support allows techs to work on multiple sessions simultaneously.
Multiple invitation: email invitations, session codes, and publicly visible sessions
Unlimited participants can join and view your online presentations.
Control and view machines through fully functional client.
Chat with users through an out-of-the-way interface.

GetApp Analysis

ScreenConnect is a centralized remote desktop application that comes with remote access, remote support, and remote meeting features necessary for technicians to more effectively assist their customers. The app allows you to remotely access an end user’s device, so you can manage and control the installations on their machines with ease, attended or unattended.

The app’s remote meeting functionality lets users initiate meeting sessions with other technicians to discuss customer problems and find better solutions, and if needed, onboard another technician in a customer support session for collaboration. ScreenConnect can be customized to reflect your company’s branding. It works well with Windows, OSX, and Linux platforms, with mobile apps available for iOS and Android devices, allowing you to support any device from any platform.

ScreenConnect provides a customizable platform where technicians and customers meet for remote access, remote support, and remote meeting sessions.

What is ConnectWise Control?

ScreenConnect is a tool that lets technicians remotely access customer devices from anywhere where there’s Internet connection. It functions as the meeting point between customers and technicians, and gives support reps the ability to provide satisfactory technical assistance, minus the usually lengthy phone or chat sessions where relaying instructions to customers who aren’t tech-savvy is a frustrating experience for both parties.

Customers can be invited to join sessions through an email link, session codes, and publicly available session portals where guests select a session from a list. ScreenConnect gives you the ability to first preview if a device is being used prior to connecting, and technicians can participate in multiple support sessions simultaneously. The remote meeting feature can be used for presentations or training, and any number of participants can join.

The host page is where you create and manage ad hoc support sessions.

ConnectWise Control Main Features

Remote Support

ScreenConnect’s remote support capability allows technicians to create ad hoc support sessions to monitor and take control of customers’ servers or workstations, and offer them faster, more efficient technical assistance. The app comes with a centralized control panel that’s fully customizable and brandable, where users can create and manage sessions, and launch them on the fly whenever the need arises.

Remote support sessions can be initiated from any Internet-connected device. To ensure data security, ScreenConnect employs various security protocols: AES-256 encryption for each session, SSL certificate, role-based access permissions, audit logs, and other security layers that include granular permissions and multiple authentication methodologies.

ScreenConnect lets you specify user roles, including the tasks each role is authorized to carry out.

Remote Access

In ScreenConnect lingo, remote access signifies unattended access. It means persistent access to your customers’ networks or computers via an access client downloaded to their systems. To begin the process, first create the client by clicking on the (+) sign to the right of the Access section on the ScreenConnect host page. The Build Installer dialog box will appear where you’ll be asked to name the client by using either the machine’s name or a specific value.

Next, enter the organization’s name, select the remote device’s operating system from the dropdown menu to determine the type of installer to download, and then click on the Download Installer button. You can immediately start an unattended support session once the client is deployed to the customer’s computer.

To remotely access computers and workstations even when they're unattended, an access client must first be installed on the said machines

Remote Meeting and Presentation

ScreenConnect’s remote meeting and presentation feature allows users to conduct training sessions, collaborate with other technicians, provide project status updates to team members, and present product demos to customers or potential clients, among other things. This feature is anchored on the app’s ability to share a user’s computer screen with one up to an unlimited number of users. The presenter can also choose to have participants share their screens to others in the session.

ScreenConnect lets you send remote meeting invitations to guests through email or your website, record sessions for future review or replay, switch screens from presenter to participant and vice versa, generate session codes, capture screenshots, and chat with attendees via an unobtrusive message box to the right of the screen. On-the-go participants can join meetings using their Android or iOS devices.

The remote meeting feature is specifically built for remote collaboration, training, and demonstration purposes.

Branding and Customization

ScreenConnect provides branding and customization options that allow you to personalize the software according to your unique business needs. You can customize the app’s look and feel: colors, logo, desktop icon, favicon, and themes. Built-in themes that you can use right out of the box are available, and you can also create your own from scratch.

The command prompt, menu items, and the dialog boxes can be set to your local language. Full access to the software’s HTML and CSS code is provided, and you can specify how customers and technicians access your installation. ScreenConnect can be embedded to your website or deployed using a subdomain. Specific features can also be enabled or disabled.

Customizations can be done for the web interface, access agents, and even the length of your session codes.

Shared Toolbox

ScreenConnect comes with a nifty Shared Toolbox feature that allows technicians to share and run executables or other files on customers’ machines in just a few clicks. File sharing on guest computers can be done individually or simultaneously. A timeline view of the customers’ machines is available to verify that the needed files have been run.

To share files from your local drive to a customer’s computer, first, connect to a guest machine, select the Toolbox menu and click Manage. When the Shared Toolbox dialog box appears, you can immediately do three things: create a new directory or folder, upload files, or upload an entire directory. The files can be run or copied to the guest machine once uploaded to the Shared Toolbox folder.

ScreenConnect's Shared Toolbox allows you to quickly and easily install executables and other files on your customers' machines.

ConnectWise Control Integrations

ScreenConnect provides an API that allows you to connect the ticketing, helpdesk, CRM, RMM, and ITSM tools your organization already uses.

ConnectWise Control Pricing

ScreenConnect offers four pricing packages: One, Basic, Standard, and Premium. One costs $19 per technician per month, if billed annually, offers one license per account, and supports up to 10 access agents per license and a single tech registration. Basic, which starts at $39 per tech per month, can accommodate multiple licenses and up to 50 agents per tech or license, and offers a mobile technician license.

Standard, which starts at $49 per tech per month, supports multiple licenses per account, a mobile tech license, up to 100 access agents per tech/license, a remote command line, VoIP, sound capture, and the ability to view and control Android devices.

Premium, which costs $64 per tech per month, if billed annually, covers multiple licenses, 200 agents per tech or license, a mobile tech license, remote command line, VoIP, sound capture, wake-on-LAN, video auditing, and the capacity for viewing and controlling Android devices.

Custom enterprise packages are available, the pricing for which you can avail from the sales team. ScreenConnect can likewise be deployed on-premise, where pricing starts at $2,195.

Free trials are offered.

ConnectWise Control Bottom Line

  • Remote support, remote access, and remote meeting capabilities in one centralized application
  • Lets technicians collaborate on single sessions simultaneously to quickly and more effectively address customer issues
  • Easy uploading and sharing of files
  • Works with virtually any platform: Windows, OSX, Linux, and mobile devices
  • Customizable user interface for branding consistency
  • Apps available for iOS and Android devices

ConnectWise Control FAQs

Below are some frequently asked questions for ConnectWise Control.

Q. What type of pricing plans does ConnectWise Control offer?

ConnectWise Control offers the following pricing plans:

Starting from: US$19,00/month

Pricing model: Subscription

Free Trial: Available

Annual pricing starting from $19 per tech/month. Month-to-month pricing starting from $24 per tech/month.

Q. What are the main features of ConnectWise Control?

We do not have any information about ConnectWise Control features

Q. Who are the typical users of ConnectWise Control?

ConnectWise Control has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does ConnectWise Control support?

ConnectWise Control supports the following languages:

English

Q. What type of pricing plans does ConnectWise Control offer?

ConnectWise Control has the following pricing plans:

Subscription

Q. Does ConnectWise Control support mobile devices?

ConnectWise Control supports the following devices:

Android

Q. What other apps does ConnectWise Control integrate with?

ConnectWise Control integrates with the following applications:

CloudBerry Backup, ConnectWise Automate, ConnectWise Automate, ConnectWise Manage, Naverisk, Slaask, SolarWinds Passportal, Zendesk

Q. What level of support does ConnectWise Control offer?

ConnectWise Control offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials