ConnectWise Control Review

ConnectWise Control is also known as ScreenConnect, which was its original name before the rebranding by ConnectWise Inc.

When I worked for a managed service provider, we used ConnectWise as a primary helpdesk tool, giving me an in-depth look into its pros and cons.

What is ConnectWise Control? 

ConnectWise Control’s primary purpose is to enable IT professionals, support technicians, and service providers to connect to and control computers and devices remotely through the Internet. This capability allows them to troubleshoot technical issues, provide assistance, and perform various tasks on remote machines as if they were physically present in front of them.

One of the main features of ConnectWise Control is its ability to provide secure and reliable remote access to computers and servers. This means that authorized users can securely connect to remote machines from anywhere with an internet connection, accessing their desktops and applications as if they were sitting right in front of them. This is particularly useful for IT professionals who need to manage and maintain a network of computers spread across different locations.

The software is also designed to facilitate remote support. IT support teams can use ConnectWise Control to offer real-time assistance to end-users, allowing them to troubleshoot and resolve technical problems more efficiently. Instead of having to rely on verbal descriptions of the issues faced by the end users, technicians can directly view and interact with the remote machines, leading to faster and more accurate troubleshooting.

During remote support sessions, ConnectWise Control enables seamless file transfer between the local and remote machines. This means that technicians can easily transfer necessary files, patches, or software updates from their own computer to the remote machine without the need for cumbersome workarounds or third-party tools.

Collaboration is another essential aspect of ConnectWise Control. Multiple technicians can join a single remote support session simultaneously, enabling them to collaborate and work together to solve complex problems or share knowledge. This feature is particularly valuable for IT teams that need to pool their expertise to address challenging issues effectively.

Security is a paramount concern when dealing with remote access and support. ConnectWise Control addresses these concerns by employing robust security measures. The software uses encryption to secure data transmitted during remote sessions, ensuring that sensitive information remains protected. Additionally, access controls and authentication mechanisms are in place to prevent unauthorized access to the remote machines.

To further enhance the user experience, ConnectWise Control allows customization options. Users can brand the software to match their organization’s identity, making it appear as an integrated part of their services.

Why Is ConnectWise Control Best for Communication?

ConnectWise Control is considered one of the best communication solutions, particularly in the context of remote access and support, due to several key factors:

1. Real-time Interaction ConnectWise Control enables real-time communication between support technicians and end-users during remote support sessions. This instant communication allows for faster issue resolution and ensures that both parties are on the same page, leading to a more efficient support experience.
2. Collaborative Sessions ConnectWise Control allows multiple technicians to participate in a single remote support session. This collaborative feature fosters teamwork and communication among support personnel, making it easier to solve complex problems by combining their expertise.
3. File Transfer Effective communication often requires the exchange of files or software updates. ConnectWise Control simplifies this process by allowing technicians to transfer files securely between their computer and the remote machine. This ensures that the necessary resources are readily available during support sessions.
4. Secure Communication Communication through ConnectWise Control is designed with security in mind. The software uses encryption and secure connections to protect data transmitted between local and remote machines, ensuring that sensitive information remains confidential.
5. User-Friendly Interface ConnectWise Control offers an intuitive and user-friendly interface, making it easy for both technicians and end-users to navigate and communicate effectively during support sessions. This simplicity enhances the overall support experience and reduces the chances of miscommunication.
6. Branding Options For businesses providing support services to clients, branding is essential. ConnectWise Control allows customization and branding options, enabling service providers to present a consistent and professional image to their customers, fostering better communication and trust.
7. Access from Anywhere With ConnectWise Control being web-based, communication is not bound by physical location. Technicians can access and support remote machines from anywhere with an internet connection, allowing for prompt responses and support, regardless of geographical constraints.
8. Scalability ConnectWise Control is scalable, meaning it can accommodate the needs of businesses of various sizes, from small teams to large enterprises. This scalability ensures that communication can be streamlined and managed efficiently as the organization grows.
9. Customer Support As a company that focuses on providing support solutions, ConnectWise understands the importance of customer support. Their support team is available to address any queries or issues promptly, further enhancing the overall communication experience.

Overall, ConnectWise Control’s robust features, security measures, collaborative capabilities, and user-friendly design make it an excellent choice for businesses seeking an effective communication platform for remote access and support purposes.

ConnectWise Control: Features and Utilities

ConnectWise Control, also known as Control, is a feature-rich remote access and remote support software designed to facilitate efficient communication and IT management.

Key Features:

1. Remote Access: ConnectWise Control allows users to remotely access and control computers and servers over the internet. This feature enables IT professionals to manage and troubleshoot devices from anywhere, streamlining IT operations.
2. Remote Support: The software is primarily designed for remote support, enabling IT technicians to assist end-users by connecting to their computers in real time. Technicians can see the end-user’s screen, interact with their desktops, and troubleshoot issues directly.
3. File Transfer: ConnectWise Control facilitates easy and secure file transfer between local and remote machines. Technicians can transfer files, patches, software updates, or other resources during support sessions to resolve issues efficiently.
4. Collaborative Sessions: Multiple technicians can collaborate in a single remote support session. This collaborative feature allows teams to work together, share knowledge, and collectively resolve complex technical problems.
5. Unattended Access: ConnectWise Control enables users to set up unattended access to computers and servers. This means that authorized technicians can connect to and manage remote devices even when the end user is not present.
6. Custom Branding: The software offers customization options, allowing businesses to brand ConnectWise Control with their own logos and colors. This feature enhances professionalism and strengthens brand identity.
7. Session Recording: ConnectWise Control allows users to record remote support sessions. This feature is useful for documentation, training, and quality assurance purposes.
8. Chat and VoIP Communication: During remote support sessions, technicians can communicate with end-users through built-in chat and VoIP (Voice over Internet Protocol) features. This enables clear communication and real-time assistance.
9. Remote Reboot and Reconnect: Technicians can remotely reboot and reconnect to the remote device. This is particularly helpful for troubleshooting issues that require a system restart or when the connection is lost temporarily.
10. Multi-Monitor Support: ConnectWise Control supports multi-monitor setups, allowing technicians to view and interact with all connected displays during remote sessions.
11. Mobile Access: The software offers mobile apps for iOS and Android devices, enabling technicians to provide remote support from their smartphones or tablets.
12. Security Features: ConnectWise Control prioritizes security. It uses encryption to protect data during remote sessions and provides various access control options, ensuring that only authorized users can connect to remote devices.
13. Reporting and Analytics: ConnectWise Control provides reporting and analytics features to help businesses track support activities, analyze session data, and identify areas for improvement.
14. Integration and API: The software offers integration options and APIs (Application Programming Interfaces) to connect with other tools, enhancing workflow automation and efficiency.

ConnectWise Control: Setup 

Setting up ConnectWise Control involves several steps to ensure a smooth and successful implementation.

Here’s a general guide to the setup process:

1. Select the Edition: Choose the appropriate edition of ConnectWise Control that aligns with your organization’s needs and requirements. ConnectWise Control offers different editions, such as Free, One, Standard, and Premium, each with varying features and capabilities.
2. System Requirements: Review the system requirements for running ConnectWise Control. Ensure that your server and client machines meet the minimum specifications, including hardware, operating system, and browser compatibility.
3. Installation: Download the ConnectWise Control software from the official website. Follow the installation wizard to set up the server on your chosen hardware infrastructure. Depending on the edition, you may install it on-premises or opt for a cloud-based installation.
4. Licensing and Activation: After the installation, you’ll need to activate your ConnectWise Control license. If you are using the Free edition, you may need to create an account and generate a license key.
5. Configuration: Configure the settings of ConnectWise Control according to your organization’s requirements. This includes defining security settings, session timeout periods, authentication methods, and branding options.
6. User Management: Set up user accounts and define roles and permissions for each user. This step ensures that only authorized personnel can access and use ConnectWise Control.
7. Security Settings: Implement security measures to safeguard remote access and support sessions. Enable encryption for secure data transmission, configure IP restrictions, and consider implementing two-factor authentication (2FA) for added protection.
8. Unattended Access: If required, configure unattended access to remote computers. This feature allows technicians to connect to and manage devices without end-users needing to be present.
9. Customization: Customize the appearance of ConnectWise Control to match your organization’s branding. Add your company logo, colors, and contact information to create a professional and cohesive interface for your clients.
10. Testing: Before deploying ConnectWise Control for live use, conduct thorough testing to ensure that all features and functions are working as expected. Test remote access, support sessions, file transfers, and collaborative capabilities.
11. Training and Documentation: Train your support team on how to use ConnectWise Control effectively. Provide documentation and resources to assist them in navigating the software and utilizing its features optimally.
12. Rollout and Integration: Roll out ConnectWise Control to your support team and clients. Ensure that it integrates seamlessly with your existing IT infrastructure and any other tools you use for ticketing, CRM, or workflow management.
13. Monitoring and Maintenance: Regularly monitor the performance and usage of ConnectWise Control. Conduct maintenance tasks such as software updates, security patches, and data backups to ensure optimal functionality and data protection.

ConnectWise Control Customization

ConnectWise Control offers a comprehensive range of customization features that allow businesses to tailor the platform to their unique branding and operational requirements. With the ability to fully customize the appearance of the remote support portal, companies can seamlessly integrate their branding elements, such as logos and colors, creating a professional and consistent look that reinforces their brand identity. The platform further enhances the brand experience by offering the option to set up a custom URL, making it easier for clients and users to access the remote support portal using a branded and memorable web address.

Language localization is another essential customization feature, enabling organizations to provide remote support in multiple languages, accommodating clients and users worldwide. By offering support in their preferred language, businesses can enhance customer satisfaction and communication.

ConnectWise Control also empowers users to tailor access settings according to their specific needs. Customizable access options allow organizations to define who can access the platform, the permissions they have, and the level of control they can exercise during support sessions. This flexibility ensures that security and privacy concerns are adequately addressed while facilitating efficient collaboration between technicians and clients.

The platform extends its customization capabilities to client and technician notifications. Users can set up personalized email notifications to keep clients and technicians informed about session updates, invitations, and other relevant events, enhancing communication and ensuring all parties stay up-to-date throughout the support process.

ConnectWise Control’s support request forms feature enables businesses to create custom forms that gather specific information from users when they initiate a support session. By capturing essential details upfront, organizations can streamline their support processes and provide more targeted assistance to clients.

Furthermore, the availability of integration options and plugins allows users to extend the platform’s functionality and integrate it with other business tools and systems, enhancing productivity and workflow efficiency.

For organizations looking to offer a seamless support experience to their clients, ConnectWise Control offers customizable quick support apps. These apps can be personalized with the company’s branding, making it easier for clients to initiate support sessions while reinforcing the business’s professional image.

Lastly, with API access, ConnectWise Control provides advanced users with the ability to develop custom integrations and workflows, enabling them to tailor the platform even further to meet their unique business needs.

Disadvantages of using ConnectWise Control

• Cost: As mentioned earlier, one of the main drawbacks of using ConnectWise Control is its cost. The software may have a significant price tag, especially for small businesses or individual technicians, making it less affordable for those with limited budgets.
• Learning Curve: ConnectWise Control offers a wide range of features and functionalities, which can make it complex for new users to navigate and fully utilize. It may require time and effort to become proficient in using the platform effectively.
• Network Dependency: The effectiveness of remote support heavily relies on stable and reliable internet connections on both the technician’s and the remote device’s ends. Poor network connectivity can lead to lag, and connection drops, and hinder the support process.
• Bandwidth Usage: Remote support sessions that involve data-intensive tasks like video streaming, screen sharing, or large file transfers can consume significant bandwidth, potentially affecting the overall internet performance for all parties involved.
• Security Concerns: While ConnectWise Control prioritizes security and employs various measures to protect data during remote sessions, there is always some level of risk associated with remote access software. It is crucial to follow best practices and security protocols to minimize potential vulnerabilities.
• Dependency on External Servers: ConnectWise Control relies on external servers to facilitate remote connections. If there are server issues or maintenance, it may result in downtime or interruptions in the service.
• Privacy Issues: Some users may have concerns about allowing remote access to their devices, especially if they are not familiar with the technician or company. Building trust with clients is essential when using remote support tools.
• Compatibility Challenges: Although ConnectWise Control is designed to be compatible with various operating systems and devices, occasional compatibility issues may arise with specific configurations, requiring additional troubleshooting.
• Regulatory Compliance: Depending on the industry and location, businesses using ConnectWise Control may need to comply with specific regulations regarding remote access and data handling, which could be challenging to manage.
• Limited Features in Lower-Tier Plans: The most comprehensive features of ConnectWise Control might only be available in higher-tier plans, which could limit the capabilities of users on lower subscription levels.

ConnectWise Control Cost

• ConnectWise Control Access:
  • Cost: $30 per month when paid annually.
  • Description: This plan is agent-based access-only, allowing unlimited technician licenses and simultaneous sessions. It supports 25 unattended agents by default, with the option to add more agent accounts for an additional fee.
• One Plan:
  • Cost: $27 per month when billed annually or $34 when billed monthly.
  • Description: The One plan allows a single licensed user to have one concurrent connection. It provides access to 10 unattended machines and offers features such as remote support, meetings, file transferring, printing, customization, branding, mobile technical support, multi-monitor view, blank screen, auditing, annotations, and two-factor authentication.
• Standard Plan:
  • Cost: $42 per month per technician when billed annually or $54 when billed monthly.
  • Description: The Standard plan allows one user to have up to three concurrent connections and an unlimited number of unattended machines. It includes all the features of the One plan and adds expanded chat options, remote commands, Wake-on-Lan, VoIP audio communications, and support for mobile guest clients.
• Premium Plan:
  • Cost: $52 per month per technician when billed annually or $64 when billed monthly.
  • Description: The Premium plan allows one user to have up to ten concurrent connections. It encompasses all the features of the Standard plan and also includes video recording, advanced reporting, remote diagnostic tools, and ConnectWise View for video streaming.

ConnectWise Control Market Niche

ConnectWise Control has carved out a prominent market niche due to its robust and comprehensive set of features that cater to the specific needs of various user groups. For IT support companies and Managed Service Providers (MSPs), ConnectWise Control offers multi-platform support, unattended access to remote devices, session reporting, and customizable access options, allowing them to efficiently manage and support their clients’ IT infrastructure from a centralized location. The platform’s scalability ensures that it can seamlessly handle the demands of large enterprise organizations with geographically dispersed offices and remote workforce, facilitating remote IT support for employees across different locations.

Small and Medium-Sized Businesses (SMBs) find ConnectWise Control particularly appealing as it allows them to outsource their technical support needs to external providers or MSPs, ensuring expert assistance without the need for on-site IT staff. Moreover, the platform’s cost-effective plans and flexibility in customizing access options align well with the budget constraints and unique requirements of SMBs.

For software development teams, ConnectWise Control’s remote access and file transfer capabilities are invaluable during the software development and deployment process. It allows developers to remotely access and troubleshoot end-users’ systems, ensuring a seamless and bug-free software experience.

Help desks and support teams rely on ConnectWise Control for its reliable and secure remote support functionalities. The ability to conduct multiple concurrent sessions and collaborate with other technicians during support sessions enhances their efficiency in resolving user issues promptly.

ConnectWise Control’s presence in the education sector benefits educational institutions by offering remote support services to students, faculty, and staff. This allows schools, colleges, and universities to address technical issues and provide assistance remotely, leading to a smoother learning and administrative experience.

Individual IT professionals and freelance technicians utilize ConnectWise Control to expand their service offerings by providing remote support to their clients. The platform’s user-friendly interface and customizable branding options enable them to maintain a professional image while delivering top-notch remote support services.

In conclusion, ConnectWise Control’s ability to cater to the unique needs of IT professionals, businesses, and organizations across various industries, coupled with its secure and feature-rich platform, has positioned it as a leading player in the remote support software market. Its flexibility, scalability, and focus on user experience have contributed to its success in its distinctive market niche.