ScreenConnect vs ServiceNow Customer Service Management

TeamViewer ONE

Zoho Assist

Slack

TeamViewer ONE is an all-in-one IT management platform that combines remote access, endpoint monitoring, and AI-powered automation. 

Quickly support remote customers through web-based, attended remote support sessions and manage remote computers effortlessly through unattended remote access.

Slack is a single workspace that connects users with the people and tools they work with everyday, no matter where they are or what they do

Consulting Team Lead

We appreciate its user-friendliness and the fact that we were always able to get a prompt response from their helpful support team, suggesting options that would work best for us.

Fully functional remote support. ScreenConnect gives you the ability to remotely view & control devices from anywhere there is an Internet connection.

Access Controls/Permissions

Access Management

Activity Dashboard

Alerts/Escalation

Alerts/Notifications

Annotations

Attendee Management

Authentication

Chat/Messaging

Collaboration Tools

Communication Management

Compliance Management

Customizable Branding

Customizable Reports

Dashboard

Data Import/Export

Data Security

Desktop Virtualization

Diagnostics Tools

Diagnostic Tools

Discussions/Forums

Email Management

Email Reminders

File Management

File Sharing

File Transfer

Help Desk Management

Live Chat

Meeting Management

Mobile Access

Monitoring

Multi-Channel Communication

Multiple Monitor Access

Presentation Streaming

Projections

Queue Management

Real-Time Chat

Recording

Remote Access/Control

Remote Monitoring & Management

Remote Printing

Remote Support

Reporting/Analytics

Reporting & Statistics

Role-Based Permissions

Scheduling

Screen Recording

Screen Sharing

Search

Search/Filter

Self Service Portal

Session Recording

Session Transfer

SSL Security

Surveys & Feedback

Task Management

Third-Party Integrations

Troubleshooting

Two-Factor Authentication

Unattended Access

User Management

Video Chat

Video Conferencing

By industry, ScreenConnect reviewers are most commonly professionals in information technology and services (33%). The most frequent use case for ScreenConnect cited by reviewers is remote support (78% of reviewers).

Users and use cases

Most reviewers indicate that ScreenConnect delivers strong value for money and substantial cost savings compared to competitors, and they appreciate flexible subscription options. However, some reviewers feel recent price increases and complex pricing make it less affordable for small businesses.

Value for money

ScreenConnect is a remote support program with key features that include remote access/control, access controls/permissions, unattended access, and more.

ScreenConnect

Web-based

Linux

iPhone

iPad

Android

Windows

AnyDesk

GoTo Meeting

Splashtop

Kaseya VSA

RealVNC Connect

LogMeIn Rescue

BeyondTrust Remote Support

RemotePC

ServiceNow Customer Service Management

Webex Suite

ISL Light

Remote Support One

Remote Support Standard

Remote Support Premium

 Remote Unattended Access

Complex and costly licensing model

49% of reviewers feel negative about Licensing. Users express frustration with the transition to a subscription-based model, increased costs, and confusing pricing structures. They report difficulties managing concurrent connections, accidental license overages, and challenges purchasing or reallocating licenses. Reviewers say licensing restrictions can interrupt support sessions and create operational hurdles, especially for organizations with fluctuating needs. Some users also mention concerns about future licensing changes and the lack of flexibility for occasional or small-scale use.

Limited and inconvenient logging features

39% of reviewers feel negative about Logging. Users indicate that ConnectWise Control’s logging capabilities are insufficient for tracking support sessions, user activity, and administrative actions. They report difficulty retrieving usable log files, limited log retention by default, and challenges with auditing who accessed which systems and when. Reviewers also mention problems with session timeouts, authentication prompts, and a lack of integration with external logging systems. These limitations hinder effective monitoring and compliance for IT teams.

Challenging installation experience

IT Manager

From moving away from the initial .exe download for obvious reasons and replacing that with ZIP files made it cumbersome for end users who are not in any way tech savvy, to going back to an .exe and now being detected in Windows 10 pro and Windows 11 Pro environments as a virus and won't allow download or if it does allow download, won't install.  

46% of reviewers feel negative about Installation. Users report difficulties installing ConnectWise Control, particularly on Mac and Linux systems, due to security prompts, antivirus blocks, and confusing steps for non-technical users. They mention issues with deployment in locked-down environments, problems with custom installers, and occasional failed installations. Reviewers also highlight challenges with guiding end users through the process, browser warnings, and the need for repeated downloads. These obstacles can slow down onboarding and require additional support.

Disruptive and manual update process

43% of reviewers feel negative about Update and Upgrade. Users report that frequent updates can break existing functionality, require manual intervention, and disrupt secure installations by necessitating firewall reconfiguration. They mention that auto-updating is unreliable, especially on Mac and Linux endpoints, and that version mismatches between clients and hosts cause confusion. Reviewers also express frustration with the lack of clear communication about updates, outdated documentation, and the need to manually push updates to endpoints.

Recurring software reliability problems

ICT Security Assurance Analyst

Minor bugs which we come across every now and then, such as screen-blanking and blocking input can sometimes reverse and affect the Service Desk staff.

Senior Systems Engineer 

The server end that controls the updating of the client constantly is freezing or the service needs to restart.  

56% of reviewers feel negative about Bugs and Issues. Users report experiencing persistent bugs, especially on macOS, including keyboard mapping problems, session glitches, and stability issues requiring frequent restarts. They mention server crashes, memory leaks, and unreliable updates that sometimes break functionality. Reviewers also highlight challenges with technical support responsiveness and frustration with unresolved issues. These reliability concerns can disrupt workflows and require additional troubleshooting, leading to dissatisfaction among users who rely on the software for critical remote support.

Reliable unattended device management

90% of reviewers feel positive about Unattended Access. Users report that ConnectWise Control’s unattended access feature is crucial for managing servers and workstations without requiring user intervention. They find it easy to set up and use, which allows for instant connectivity to remote devices at any time. Reviewers appreciate the ability to perform maintenance, troubleshooting, and updates outside business hours, and value the security and flexibility this feature provides for ongoing support.

Quick and flexible setup

93% of reviewers feel positive about Setup. Users report that ConnectWise Control offers a fast and straightforward setup process, even for those managing multiple platforms. They appreciate the flexibility in configuration and the minimal technical knowledge required to get started. Reviewers mention that initial confusion is quickly resolved, and subsequent setups are smooth. They value how easy it is to onboard new devices and users, and note that the setup process supports a wide range of environments, including Windows, Mac, and Linux.

Efficient large-scale deployment

92% of reviewers feel positive about Deployment. Users say ConnectWise Control makes deploying to multiple endpoints simple, whether through MSI files, group policy, or integration with management tools like Intune and SCCM. They appreciate the ability to automate deployment, which saves time during client onboarding and supports scaling across organizations. Reviewers highlight that deployment is reliable, works across various operating systems, and is easy to manage for both small and large environments. They also value the integration options for streamlined processes.

Streamlined daily operations

96% of reviewers feel positive about Ease of Use. Reviewers indicate ConnectWise Control is straightforward and intuitive, making it simple for both technical and non-technical users to operate. They find the interface clear, navigation easy, and appreciate that it works seamlessly across platforms like Windows, Mac, Linux, and Android. Users say the software reduces the time and effort needed for daily IT tasks, allowing them to work efficiently from anywhere. They report that onboarding is quick, and the learning curve is minimal, which helps teams adopt the tool without significant training.

Versatile remote support capabilities

91% of reviewers feel positive about Remote Access. Reviewers appreciate being able to quickly connect to remote devices for troubleshooting, support, and management from any location. They value features like secure connections, multi-platform support, and the ability to run commands or transfer files without disturbing end users. Users say remote access reduces travel, increases productivity, and enables support for both attended and unattended sessions. They also mention the flexibility to support a wide range of devices and scenarios.

Team Leader

It minimizes lag for the technicians, connects instantly, and has significantly improved our ability to resolve technical support tickets quickly and efficiently.

IT Support Engineer

It also includes useful features such as file transfer, session recording and unattended access, which makes supporting users much easier.

IT Systems Admin

Features such as fast transferring of files, executing commands, and displaying multiple screens are really worthwhile.

Security Engineer

Our general experience with ConnectWise ScreenConnect has been great we are able to connect to our users machines transfer files, run scripts and commands seamlessly with great support for multiple monitors and perirpherals

It does exactly what we need it to do, provides quick and reliable access to devices and makes supporting users straightforward.

It's fast, easy to use and rarely gives us any issues. While it doesn't replace a full ticketing or documentation platform, as a remote support solution it's one of the best tools I've worked with.

Senior Technician

I use this software to manage thousands of computers/servers everyday and it is made a breeze with ConnectWise ScreenConnect.

Escalation Tech Lead

It lets us Connect to Our Clients Computers and run scripts and repairs, The Customer Support is also very easy to connect to and very helpful.

Feel like I'm dealing with Microsoft anymore in respect to them changing things and not fully testing before deploying, then leaving us, THE PAYING CUSTOMER, to figure out how to continue to make this product work.  

It cuts down on troubleshooting time and simplifies routine tasks.

Certain settings hide behind layers or need several clicks to reach.

Security Project Engineer

Between reliable connectivity to endpoints, support for PAM, and strong reporting, it is my team's favorite remote connection utility.

Marketing Manager

ConnectWise ScreenConnect has provided us with instant connectivity to our remote devices and offered more integration options.

IT Technician

Remote access is a breeze with this product. Whether you need to have it installed on a machine or simply need to provide direct support to end users.

The backstage mode is critical to our work, as it allows us to implement updates and changes without disturbing users.

Sr Systems Engineer

Very good tool to have all devices centralized to avoid connecting each time to different vpn, and to go directly to each business and different countries.

With friends. Business

Cross‑platform support; cloud or self‑hosting options

The interface is simple and easy to navigate, making it quick to find devices and start support sessions.

This is easily fixed with a little bit of walking through but can become a hassle when trying to assist those who are a little bit less tech savvy.

Smooth integration with business management tools

Their documentation is awful and the turnover at ConnectWise leaves the inexperienced staff a little over their heads when it comes to complicated configuration needs/issues.

Noc Engineer

it is one of my favorite tools we use at as it is fast and simple and rarl;y has trouble.

We use Screenconnect to connect to sessions from NinjaRMM and that integration is seamless.

High security standards and strong encryption

Using this service internationally, also works well and it includes all of the tools I have ever needed when supporting a user remotely.

It is easily the most stable and fast remote desktop tool we have deployed.

IT Systems Specialist

I can filter connections by device name, user account name or even IP address, etc but we really would like to have an option to sort the devices based on last contact date and time so we can monitor more closely the devices that are not being used in our schools.

The chat system also reduces call time as I can chat about issues and easily multi-task.

Network and System Engineer

On-prem was retired, cloud was not as customizable, also not great that it got bought by ConnectWise and rebranded to Control

IT Service Manager

This allows our specific teams to provide their own connection requests to vendors who require temporary internal access to specific resources in our environment.

Performance is always good, even on low-speed networks.

Its been Great, Its Easy to Use and train new techs on how to connect, run scripts, and setup software.

We began using this product to support third-party access with time-based windows as opposed to the traditional VPN / RDP method.

I least liked it's display not being very clear when connected to a remote computer.

Client Services Manager

This made it difficult to use at times because it would sometimes take upwards of 10-30 minutes to load.

Operations Manager

It's fast, very flexible, provides a shell environment called backstage that allows us to tweak computers without impacting the end user.

Support Engineer

The admin panel isn't the clearest - turning off features like the desktop preview images should be far easier, we had to do some Googling to find out how to do it as it feels like an invasion of privacy.

Assoc. Cloud and Sys Admin

It was a little buggy sometimes but all software has bugs.

NOC Manager

It helps to connect to remote machines very easily.

It operations manager

Customisation and unattended remote support

Executive

Not only that, it’s fast, and makes remote support easy for our us as well as our customers.

Some admin functions such as maintaining users/roles/security permissions are not very intuitive, and can be hard to figure out at first.

Art Director

This is an invaluable tool for managing signage for our sales offices and company division offices out of town.

There are tons of features and more than 1 way to do things.

There's a fairly intensive and not the most intuitive setup process if you're customizing permissions and the look-and-feel of the client application.

We are able to run commands against machines remotely and view basic information about the resource.

Network Specialist

I appreciate that it clears up if someone is using up a seat and isn't at their computer anymore but I do wish it had maybe an idle timer instead of it running into that when I'm in the middle of something.

ScreenConnect vs ServiceNow Customer Service Management Comparison (2026)

ScreenConnect

ServiceNow Customer Service Management

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives