For example, you can choose to receive notifications whenever a server goes offline or a user continuously enters a wrong password. We also found it helpful that some plans allow you to create triggers for various events. You can also filter and group sessions by customer name, location and OS, improving overall usability. This gives you the flexibility to choose whichever installation and connection format is easiest for you and your clients. We also like that you can install the software and invite users to connect in a variety of ways. You can also adjust aspects like the branding, language and service disclaimers. We like that it can integrate with more than 100 third-party applications, which can simplify your business processes over the long term. However, we found the software to be fast and efficient once a remote access session is started. The initial setup takes somewhat longer and requires more initial configuration than other solutions we reviewed. The software is very customizable, though it may require some technical know-how to take advantage of this. Source: ConnectWise Control Ease of UseĬonnectWise Control is compatible with Windows, Mac, Chrome OS, and Linux, Unix and *nix operating systems, as well as nearly every major browser. You can start a support session with a unique session code. With all these features in mind, ConnectWise Control stood out as the best option for remote troubleshooting. When using ConnectWise, you must go through several security permissions to establish a connection, and then the software automatically removes support clients when sessions are terminated. When you remotely access devices, maintaining a secure remote desktop connection is critical. We also like ConnectWise Control’s emphasis on security. You can use ConnectWise’s Translation/Localization extension to translate the app’s elements, like explanatory text and labels. The software can integrate with other ConnectWise tools like Report Generator, Remote Diagnostics and ConnectWise Automate, as well as third-party apps like Zendesk, Microsoft Outlook, Freshdesk and Zopim chat. We also found that ConnectWise Control provides access to one of the most extensive collections of integrations on the market. This advanced feature can make a big difference in technical remote monitoring support.ĬonnectWise Control is compatible with Windows, macOS, ChromeOS and Linux/Unix operating systems, as well as nearly every major browser, making it easy for technicians to support most users. We like that sessions are browser-based and users don’t need to download anything on their devices to receive support. While some rivals have similar functionality, we found that ConnectWise View can access both back and front cameras, which is unique compared to other products. Those on the vendor’s top-tier plan can also use ConnectWise View, which allows technicians to access users’ mobile cameras for a live view and offer support for on-site issues like hardware malfunctions. We found this feature helpful for collaborative troubleshooting. We also like that it’s possible to grant a temporary host pass to an external technician or customer so they can host a session without needing to log in to the system. IT teams can record sessions and execute sound capture and video auditing – features we didn’t see in other top programs. Unlike many competitors that offer in-session text chat, ConnectWise Control goes a step further and allows technicians to communicate via audio. Customer service 9.7/10 Why We Chose ConnectWise Control for Remote TroubleshootingĬonnectWise Control is an ideal solution for small and medium-sized businesses that want to provide effective remote support, access advanced diagnostic tools and customize most aspects of their remote access solution.
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