ConnectWise Control Reviews

Pros

ConnectWise Control was incredibly easy to implement, and is very powerful. It comes with so many tools and features that are invaluable and solve complex problems very simply.

Cons

No cons really. Any features and updates or nice-to-have's are added by their development team in subsequent updates, and they really do listen to their user base.

Alternatives Considered

Rescue

Reasons for Choosing ConnectWise Control

More features, less expensive, easier to deploy, saves me time, better support, and I've said it before, but the features. They are powerful and make my job so much easier.

Switched From

TeamViewer

Reasons for Switching to ConnectWise Control

For the same reasons as I mentioned above, ConnecWise has more features, is less expensive, is easier to deploy, saves me time, and has a better support and development team.

Pros

ConnectWise Control has a great web view that allows us to quickly find the computer/server we're looking for. We can run standard command line and PowerShell commands through the web interface to quickly gather information or troubleshoot a user's computer without impacting the user experience. The screen share is very fast and reliable and often preferred over Remote Desktop sessions. It's also very nice to be able to switch between user sessions on the computer, like when interacting with a Remote Desktop server and needing to assist a specific user on the Remote Desktop server.

Cons

The software doesn't fully integrate with Microsoft Endpoint Manager, the only software that does is TeamViewer.

Pros

Good customer service. Easy to deploy. Supports different operating systems.

Cons

Many times had to re-install the agent due to connection issues. The agents would all of a sudden lose connection with the server.

Pros

Connectwise control is a good product, but there are better out there for the cost with more features.

Cons

Clunky, often disconnects and reconnects

Pros

Controller meetings start rapidly.Specialist establishments rush to finish.On premise server refreshes rush to finish, commonly in under 10 minutes.Impromptu help meetings are natural and simple to begin

Cons

the controller task bar bugs out more than it ought towhile doing a far off meeting from the help tab, possibly a few times it prompts for adminstrator access when this entrance is required. more often than not it simply dark screen when UAC input is required.it doesn't scale well when multiple screens are engaged with a far off meeting

Alternatives Considered

RemotePC, Splashtop Business Access and VNC Connect

Reasons for Switching to ConnectWise Control

I chose it because of its rating, reviews as well as price. It is very competitive and affordable for me personally.

Pros

The speed in which we can connect to our end users with Control is it's greatest strength. It is very lightweight and a joy to use.

Cons

The support can be a little on the slow side, if required. more often than not, the support team have to escalate and log a ticket, which takes a while t get a response.

Alternatives Considered

VNC Connect

Reasons for Choosing ConnectWise Control

TeamViewer renewal fees ,we found to be extremely high. Plus, ConnectWise control integrates with ConnectWise RMM, which we use daily.

Switched From

TeamViewer and VNC Connect

Reasons for Switching to ConnectWise Control

ConnectWise control fits perfectly into ConnectWise RMM, which my team use to monitor our client computers.

Pros

How easy it is to access other computers using Connectwise. It's really nice to run PowerShell scripts on it remotely as well using #!PS command before it. You can also segment groups so other people can only see their specific employees. What is also nice is installing updates for Connectwise remotely by using the reinstall command.

Cons

It's a bit pricey compared to other alternatives that we looked at.

Alternatives Considered

ServiceNow Customer Service Management and Autotask PSA

Reasons for Switching to ConnectWise Control

I felt for the price and features, Connectwise was the best alternative we could've choose. I still feel like it has been for 2+ years.

Pros

easily to use. great perfomance; no difficul for installation

Cons

no inconvenient; require more precaution

Pros

I love this software for what it gives, function features such as hosting a meeting while supporting other agents.

Cons

It doesn't support all the languages and it only has chats and emails as it doesn't support phone engagement.

Pros

Secure remote access: ConnectWise Control provides secure remote access to computers and devices, with two-factor authentication, session recording, and granular access controls to ensure that only authorized users can access sensitive information.

Cons

Limited customization options: While ConnectWise Control does allow for some customization, users may find that they are limited in their ability to tailor the software to their specific needs.

Pros

We use both unattended and remote control and both are simple and easy to use. Staff have no issue learning to use ConnectWise Control and overall we have little to no problems with the platform.

Its connection quality options are great and find this to be a huge improvement over other platforms - we rarely have drop outs or lost connections.

Cons

The only feature that I dislike is that the platform logs out after a certain amount of time - I am guessing this is a security feature though.

Alternatives Considered

TeamViewer, Splashtop Business Access and AnyDesk

Reasons for Choosing ConnectWise Control

We initially reviewed our options as the price of our current platforms had recently increrased and after testing ConnectWise Control we were very impressed with its features and ease of use and decided to switch over.

Switched From

TeamViewer

Reasons for Switching to ConnectWise Control

Pricing, Features and ease of use. Also we had situations where we had temporary team members that lacked Computer Skills and they were able to easily use ConnectWise Control without any issues.

Pros

Transition was easy both from our and the client side. Non of our clients had any experience with ConnectWise control but all were happy with the product and the service.
Connecting to the clients are easy, but what we liked the most is the extensive information about the client that is obtained by the ConnectWise Control (connection history, notes, run commands, view and kill processes). This is highly recommended software for any IT service company.

Cons

So far (few months) we didn't have or find any problems with the ConnectWise control. Hope it will stay that way :)

Alternatives Considered

AnyDesk

Reasons for Choosing ConnectWise Control

Teamviewer started adding more features which were (1) poorly implemented (2) not needed, in the effort to boost the sales, while losing focus on the most important feature of their remote connection software. The trigger for the switch was when TV limited numer of the devices for unattended access.

Switched From

TeamViewer

Reasons for Switching to ConnectWise Control

ConnectWise is superior in all aspects and justifies the price.

Pros

We have access to our client's computers at one of the cheapest endpoint costs out there. Our server went down at one point for various reasons and we lost the complete configuration. We contacted technical support and they were so helpful that we ended up getting all of our client's computers checking into the server up restoring the license key. Support saved us.

Cons

When we did the restore, it didn't preserve the groups that we had segmented our clients into. We had to take alot of time to restore the configuration environment that we had set up.

Pros

Easy to use. Reliable. great dashboard.

Cons

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

Alternatives Considered

TeamViewer

Reasons for Choosing ConnectWise Control

Astronomical price increase

Switched From

Pro

Reasons for Switching to ConnectWise Control

Connect has the right prices for what we needed to do with the software. Other options just didn't cater to our small needs.

Pros

Performance is fast over most internet connections. It takes less than two seconds to to connect to a session and begin working with a remote user.

Cons

Marketplace for add-ons / extensions is bare, I would love to see more options for extending the functionality of the application.

Alternatives Considered

TeamViewer

Reasons for Choosing ConnectWise Control

Steep price increases each year, while adding features that I did not need. Poor performance.

Switched From

Central

Reasons for Switching to ConnectWise Control

Pricing and overwhelmingly positive reviews

Pros

Ease of use for both the IT provider and he client. Really easy to setup and configure. Provides a nice customized link for the customer to go to get the support software and install it. Monitoring of the clients computers is very well thought out and extremely easy to find the customer I need to connect to.

Cons

I honestly have no Cons at this time. I've been extremely happy with the software. I switched to ConnectWise after using of the competitors software. Pricing for ConnectWise is better and the setup part for the customer to obtain the download for assistance is far better.

Pros

It is always working. I have come to rely on this service. Setting up new workstations is a quick thing AND have the ability to support other workstations outside my network.

Cons

It MAY be a bit clunky or difficult to get add-ons to work

Alternatives Considered

AnyDesk

Reasons for Choosing ConnectWise Control

ME is a bit clunky and Teamviewer is prohibitively expensive

Switched From

TeamViewer and ManageEngine Endpoint Central

Reasons for Switching to ConnectWise Control

Price and didn't need to remote into phones/tablets

Pros

We love the price, the quality, the speed, the access, ability to share control with our customers and the amazing 24/7 Support!!

Cons

The organization and search abilities are not the greatest within the software.

Alternatives Considered

TeamViewer, Pro, Central and AnyDesk

Reasons for Choosing ConnectWise Control

Costs were going up 100%+ per year.

Switched From

Central

Reasons for Switching to ConnectWise Control

Price, ConnectWise Control is priced much lower compared to the other products.

Pros

Works with any browser, doesn't use a lot of resources, allows us to provide full service remote management to our customers, easy to install on many computers, and is economical.

Cons

The default color theme is red, which is annoying to me. That's the worst thing I can say about the software.

Alternatives Considered

TeamViewer and VNC Connect

Switched From

TeamViewer

Reasons for Switching to ConnectWise Control

The cost is reasonable, it's easy to install, and works every time.

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.

Pros

I really like the ease with which I can connect with my customer's machines. Also, their command center at the top middle of the screen sometimes gets in the way but can be moved around. That Command center has some impressive tools in it, more than most, and they are very useful. From the Managed Toolbox that you can completely customize with your own tools to the help box which lets you do Google searches without leaving the application. The chat feature works as expected but could be improved. And it's affordable.

Cons

When you chat with a customer and sent the chat, it would be nice if the customer's chat window popped up on the customer's screen with your chat, instead of blinking on the Task Bar. I usually have to go to the customer's machine, click on the blinking ConnecWise Control icon to let the customer know that I have information or an answer for them.

Alternatives Considered

Splashtop Business Access

Reasons for Choosing ConnectWise Control

More features essentially the same price.

Switched From

TeamViewer, GoTo Connect, Splashtop Remote Support and Zoho Assist

Reasons for Switching to ConnectWise Control

More features essentially the same price.

Pros

There are several things that I like about ConnectWise Control:Wide range of connectivity options: ConnectWise Control supports a variety of protocols and technologies for connecting to and controlling devices, including Remote Desktop Protocol (RDP), VNC, and SSH. This allows users to easily connect to and control a wide range of devices using the software.Reliability: ConnectWise Control is generally considered to be a reliable and dependable tool for remote support and remote access. It has a track record of being able to establish and maintain stable connections, which is essential for effective remote support and access.Ease of use: ConnectWise Control is designed to be easy to use, even for users who are not particularly technical. The software has a user-friendly interface and includes a range of helpful features, such as chat and messaging tools, that make it easy for users to communicate and collaborate with others while working remotely.Overall, I think ConnectWise Control is a powerful and reliable tool for remote support and remote access, and is a valuable addition to any IT professional or customer service team's toolkit

Cons

There are a few things that I did not like about ConnectWise Control:Pricing structure: Some users have reported that the pricing structure for ConnectWise Control can be somewhat complex and may not always be clearly communicated. This can make it difficult for users to understand exactly how much they will be paying for the software and what features are included in their subscription.Limited platform support: ConnectWise Control is primarily designed to work with Windows and macOS devices. While it is possible to use the software to remotely access and control other types of devices, such as Linux servers, the support for these platforms may be limited compared to Windows and macOS.Complexity: While ConnectWise Control is generally easy to use, the software can be somewhat complex to set up and configure, especially for users who are not particularly technical. This can make it challenging for users to get the software up and running, especially if they encounter any issues or problems.Overall, while I think ConnectWise Control is a powerful and reliable tool for remote support and remote access, it does have some limitations and drawbacks that users should be aware of.

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.

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!)

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.