Side-by-side record

Document360 vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

ScreenConnect starts at $27 per seat, versus Document360 at Custom pricing. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.7/5).

Full comparison

	Document360from Custom pricing	ScreenConnectfrom $27 per month
Audyense Score	61AS*Fair	29AS*Low
Positioning	AI-powered knowledge base for self-service customer support	ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tier	No	Yes
Deployment	Cloud / SaaS	Cloud / SaaS
Best fit	SMB, Mid-market, Enterprise	Startup, SMB, Mid-market
Pricing plans	ProfessionalCustom pricing BusinessCustom pricing EnterpriseCustom pricing	Free or entry planFree Higher tiersCustom pricing
AI features	YesEddy AI assistant for search/answers plus AI writing and an optional AI Premium Suite	—
Automation & macros	PartialContent workflow/review automation for documentation, not help-desk ticket macros	—
CSAT & satisfaction surveys	PartialArticle-level reader feedback (helpful/not-helpful) and analytics rather than full CSAT surveys	—
Knowledge base & help center	YesCore product: structured, versioned, multi-language knowledge base with strong search	—
Live chat & messaging	NoNot a live-chat product; integrates with chat tools like Intercom, Drift, and Crisp	—
Omnichannel support	NoSelf-service documentation focus; no native multi-channel inbox	—
Public API	YesPublic API available for managing content and integrations	—
Reporting & dashboards	YesAnalytics dashboards for articles, search terms, reader behavior, and feedback	—
Shared inbox & ticketing	NoNo shared inbox / ticketing; pairs with help desks such as Zendesk or Freshdesk	—
SLA management	NoNo ticket SLA management; not a help-desk workflow tool	—
Multiple agents	—	YesDocumented in the independently researched profile.
Remote Support	—	YesDocumented in the independently researched profile.
No interruptions	—	YesDocumented in the independently researched profile.
Secure information	—	YesDocumented in the independently researched profile.
Automated reconnection	—	YesDocumented in the independently researched profile.
Cross-platform compatibility	—	YesDocumented in the independently researched profile.
Browser extensions	—	YesDocumented in the independently researched profile.
Remote access	—	YesDocumented in the independently researched profile.
Unattended access	—	YesDocumented in the independently researched profile.
Simplified transfer of files	—	YesDocumented in the independently researched profile.
Roles & permissions	—	YesDocumented in the independently researched profile.
Shared toolbox	—	YesDocumented in the independently researched profile.
Remote meetings	—	YesDocumented in the independently researched profile.
Customization & branding	—	YesDocumented in the independently researched profile.
Integrations verified	—	—
Aggregate rating	4.7 · 498 reviews	9.0 · No reviews yet
Integrations	ZendeskFreshdeskIntercomSlackMicrosoft TeamsZapier+8 more	—
Security & compliance	SOC 2 Type IIISO 27001GDPR	—
Pros	Intuitive article editor and flexible content organization (deep category hierarchies, tags, versioning) Powerful, fast knowledge base search that helps readers and agents find content quickly Responsive, well-rated customer support and onboarding Built-in AI (Eddy) plus article/search/reader analytics to improve self-service over time	Independent review documents a concrete business workflow Documented capability: Multiple agents Documented capability: Remote Support Documented capability: No interruptions Documented capability: Secure information
Cons	Widely described as expensive, with pricing now quote-only and some features behind higher tiers Occasional editor friction: image upload issues and inconsistent formatting reported by reviewers Some users note missing or gated features relative to expectations No public per-plan pricing makes cost comparison and budgeting harder	Pricing and usage limits should be checked against the exact plan Implementation effort depends on the team's data and process maturity Reported outcomes should be validated with the buyer's own data
	Visit Document360 ↗	Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Document360

Document360 is a cloud-based knowledge base and self-service documentation platform for building public help centers, private internal wikis, and product documentation. It centers on a rich article editor with Markdown/WYSIWYG, category hierarchies, versioning, multi-language support, powerful search, analytics, and an AI assistant (Eddy) for search and content assistance. It is aimed at technical writers, support teams, and SaaS companies deflecting tickets through self-service rather than replacing a full help desk.

A particularly good fit for: Technical writers and documentation teams maintaining large, structured knowledge bases SaaS companies building public customer-facing help centers and product docs Teams needing versioning, multi-language, and deep category/tag hierarchies for self-service

May be a poor fit if: Teams wanting an all-in-one help desk with ticketing, shared inbox, live chat, and SLA management Budget-conscious small teams deterred by quote-only pricing and features gated to higher tiers

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Document360: Published starting price Custom pricing

ProfessionalCustom pricing
BusinessCustom pricing
EnterpriseCustom pricing

ScreenConnect: Published starting price $27 per month

Free or entry planFree
Higher tiersCustom pricing

Capabilities worth validating

Document360: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Public API Integrations include Zendesk, Freshdesk, Intercom, Slack.
ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

Does Document360's selected plan include the features and limits we need?
Does ScreenConnect's selected plan include the features and limits we need?
Does the exact integration path for Zendesk, Freshdesk, Intercom support the sync direction, permissions, and volume we need?
Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
Test the complete path through Zendesk, Freshdesk, Intercom: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Document360 product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website