ConnectWise Control for Outlook

We’ve used ScreenConnect since its early days with Elsinore Technologies, starting in the 2010s. We initially invested in a three-technician on-premise perpetual licence, and it’s proven to be one of the best software decisions we’ve made. It’s reliable, incredibly user-friendly, and consistently delivers strong performance. Remote connections are extremely fast, and we appreciate the ability to run command prompts remotely, initiate chat sessions with users, and request user confirmation before accessing their devices—all of which streamline support while respecting user privacy and maintaining transparency. The platform is also highly customisable, allowing us to tailor it to our workflow. Having full control through an on-premise installation is a major advantage, offering both flexibility and peace of mind.

Our main issue is the relatively high cost for annual maintenance renewal, which came to US $471.54. The renewal process involved the concurrent session licence being priced at US $440 per technician, totalling US $1,320 for our three-technician setup. We received an upgrade credit of US -$848.46 based on our existing perpetual licences, which brought the final renewal cost to US $471.54. While we understand the value of keeping the software updated and supported, the pricing still feels quite steep for what is essentially ongoing maintenance. Additionally, we experienced a security incident in February 2024, where our ScreenConnect server was exploited by an attacker who managed to gain local admin privileges. Thankfully, we have daily snapshots of our ScreenConnect VM server, so we quickly reverted the server, applied the security patch from ConnectWise, and brought it back online. Since then, the system has remained secure and stable.

ScreenConnect allows us to provide fast, secure, and reliable remote support to our clients without needing to be physically on-site. It solves the challenge of supporting users across different locations by giving us instant access to their machines, the ability to run remote commands, chat with users, and perform troubleshooting efficiently. One feature we find especially useful is the ability to create custom groups for each client’s company, which keeps our device list organised and makes it easier to manage multiple clients. This all significantly reduces downtime for our clients and boosts our team’s efficiency. Hosting it on-premise also gives us full control over data and access, which is vital for compliance and maintaining client trust.

I really appreciate the tool because it provides a convinient remote support, it has lot of capabilities allowing me to connect to devices easily

I can say that it may require time to learn & assimilate the using of the application

It facilitates interaction and real time connexion It really saving time for me

The remote features like send control alt delete and the ability to switch between multiple displays is extremely helpful

The delay between action and response can sometimes be difficult to deal with

The ability to remotely operate multiple user devices and provide support on servers and other devices

We've been using ConnectWise ScreenConnect for a number of years and the ease of use and features ease of integration are great.

At this stage we have not ecountered any downsides to using the ScreenConnect product.

In many cases the SceenConnect product saves on unneccessary truck rolls. Most desktop issues can be resolved remotely once access is granted.

I like how there are different levels, for example some require the end user to consent to your control, others can choose not to so It's really nice to have that option. Each time I connect the end user is amazed at how quick I can connect with them not having to do anything.

Only one issue I noticed was sometimes although the agent is on some machines, no prompt comes up and it doesn't allow me to connect even after re-installing, however I'm not sure what causes it, other than nothing else.

Other screen connecting systems I have used always need me to give a code to a user, or have a user give a code to me, this can be very time consuming and sometimes in the end I can't even connect, however with screen connect it is very quick and easy.

I can see the status of all my devices from one console. I can put apps, scripts, reboot, stop and start services, etc without connecting to the device. I can remove in, behind the seen and make changes, run apps, run installs, without bothering the end user. There is too many to mention.

It is not great if you need to provice support from a mobile device. Only works great from Windows.

I can manage workstaitons and servers without phyically connecting to them.

Ease of installation is very easy. Implementing this into most of our clients devices decreases our time to resolution as we can connect on to the devices whenever we need to. Multiple features.

Nothing to really dislike about screenconnect except a few bugs now and then

Faster resolution times and response times

The ease of use as a technician and ability to manage clients. Easy to add configuration to the product. Easily deployed to workstations. Backstage is a great feature. Easily integrates with connectwise manage.

Service occasionally needs to be restarted event though workstation is online

Access out of state customers for remote support. And being able to deploy software in back stage has been great.

I love that ScreenConnect allows me to assist people across borders instantly. It's easy to deploy, packed with features, fast, and reliable. Accessing a computer via 'Backstage' also allows me to perform maintenance without interrupting the end user. Sending CMD or PS commands direct from the console is also super handy! Seamless auto-updates... the list of features just goes on an on!

Some extra features can be quite pricey.

ScreenConnect allows me to assist coworkers no matter where they are in the world, as long as they have an internet connection. It makes it as easy as if they were in the same building as me. It's so much easier to just hop on someone's computer and show them what to do instead of talking them through the problem blindly.

It is so easy to use and best consold for all MSP and IT administrators

Nothing , I feel it is the best and the new development in connectwise screen connect makes works so easier and effective

I can control all my MSP client with this software and it a Hassle free and very effective application