System Tray Icon - WHY?
Yes, I've read this: https://docs.connectwise.com/ScreenConnect_Documentation/Technical_support_bulletins/Frequently-misused_customizations_disabled_and_reset_to_defaults
First, because some features are "frequently misused", none of us legitimate customers can use them? That's pretty harsh and unfair. It's akin to saying, "A very small percentage of people use knives to cut things they shouldn't, so we're removing all of the knives for everyone."
Second, why would ScreenConnect force the system tray icon? Now we have over a thousand end users that can right-click the system tray icon, open the chat, ask for help, and get mad when they don't get it because there is no way we can staff chat support for 1000+ users. Please find a way to return these features to us, and at the absolute very least, remove the system tray icon.
While we recognize that partners have used application icon customization to help distinguish their installations of ScreenConnect, this feature has unfortunately been exploited by malicious actors. In many cases, they either remove the icon entirely or replace it with something that appears harmless or familiar—making it significantly harder for users and IT teams to detect suspicious activity. This reduces visibility into what’s running on a system and increases the risk of compromise.
In real-world scenarios—which I’ve seen more often than I’d like—victims are tricked into installing an agent. The attackers then either hide the tray icon or use one that mimics a trusted brand. For example, if a malicious actor uses an icon from a known MSP, the victim may place blind trust in it, leading to potentially serious consequences.
I hear you about the chat option, and we have couple of options for that: