We found out recently that if Control sees the same print driver installed that is in use for the remote printer, it will use that printer driver.  It fixed a margin issue we were having. 

To install a driver, extract the driver to a locateable folder on the remote PC

Go to the properties of an existing printer -> Advanced -> New Driver...

Use 'Have Disk...' to browser to and select the needed printer driver

Use 'Apply' in the printer properties to save the new driver

Change the printer driver back to the original driver, 'Ok' and close

Example: Customer uses a Brother MFC-8810DW printer in their Branch office. 

Connects to Main Office PC1 to print documents on PC1, sending the print jobs to the Branch Office PC2

By default, ScreenConnect will use the 'Microsoft XPS Class Driver'

If the same driver used on PC2 for the MFC-8810DW is installed on PC1, ScreenConnect will use that driver instead

Printer will then behave identically to how it prints locally.

ok, giving up now.

Yes, that is exactly the place I'm talking about.  Your answer does not address my issue.

My comment relates to entering an (unknowingly) expired support ticket.  Follow me:

1. Get an email after chatting online, it has my ticket#

2. Later, I have an update so I go to the support site to 'Join a Remote Support Session'
3. I enter the ticket number I have from my previous email from ConnectWise support

4. If I enter the number, there is no indication WHY that number won't work.  Just that I can't click on the arrow to the right of where I have entered my (once valid) number. 

I had been told by my ConnectWise support agent that the reason it won't accept the ticket # is that the case had already closed/expired.  Having that information ANYWHERE nearby where I am frustratingly trying to enter what I KNOW is a ticket # and it IS NOT WORKING would be useful.

Please let me know if I need to restate again.