ConnectWise Automate vs Freshservice comparison

Why PeerSpot?

The compared ConnectWise and Freshworks solutions aren't in the same category. ConnectWise is ranked #10 in RMM , and holds a 5.5% mindshare in the category. Freshworks is ranked #6 in HDS , with an average rating of 8.3, and holds a 3.2% mindshare. Additionally, 85% of ConnectWise users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

ConnectWise Automate

Read 15 ConnectWise Automate reviews

3,336 Views
2,469 Comparison Views

85% willing to recommend

Freshservice

Read 40 Freshservice reviews

12,549 Views
5,396 Comparison Views

97% willing to recommend

ConnectWise Automate

Freshservice

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between ConnectWise Automate and Freshservice based on real PeerSpot user reviews.

Find out what your peers are saying about NinjaOne, Kaseya, datto and others in Remote Monitoring and Management (RMM).

To learn more, read our detailed Remote Monitoring and Management (RMM) Report (Updated: October 2026).

Buyer's Guide

Remote Monitoring and Management (RMM)

October 2026

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Helped 920,223 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

ConnectWise Automate

Average Rating

7.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Remote Monitoring and Management (RMM) (10th)

Freshservice

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Project Management Software (14th), Cloud Management (18th), IT Asset Management (7th), IT Service Management (ITSM) (7th), Configuration Management Databases (5th), IT Alerting and Incident Management (14th), AI IT Support (6th)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. ConnectWise Automate is designed for Remote Monitoring and Management (RMM) and holds a mindshare of 5.5%, down 7.2% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.2% mindshare, down 4.0% since last year.

Remote Monitoring and Management (RMM) Mindshare Distribution
Product	Mindshare (%)
ConnectWise Automate	5.5%
Kaseya VSA	9.7%
NinjaOne	9.4%
Other	75.4%

Remote Monitoring and Management (RMM)

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.2%
ServiceNow	9.7%
JIRA Service Management	5.6%
Other	81.5%

Help Desk Software

Featured Reviews

MikeChacker

IT Manager Global Service Delivery at a energy/utilities company with 1,001-5,000 employees

Facilitates valuable patch cycles, but the web client is not very intuitive and needs updating, and the scripting has room for improvement

The fixed client for Automate is slow. The web client is not very intuitive. It could use some updating and some thought around the UX. Also, with the scripting, I would like to see something where it could have third-party scripts already pre-built, and all you have to do is say, "Hey, I need this," and go load it. It's not as automated as I'd like it to be.

Read full review

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It's definitely improved the help-desk servicing, et cetera."

"It allows us to manage all client requests, jobs and invoicing."

"Remote monitoring allows the organization to react more quickly to emergencies, particularly offline devices/locations."

"The initial setup is easy and the deployment is quick."

"Scripting and patch management are really important for us. Patch Manager is something that we use a lot, and we would love to have it continually improved. It is one of the most useful features for us for controlling patches and other things for different clients."

"Remote access and detailed monitoring help us support our equipment."

"We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."

"The reporting on the product is great."

More ConnectWise Automate pros

"Freshservice was up and running without any expensive project planning, and all that without sacrificing features."

"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."

"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

"Depending on the size of your organization, is pretty standard and useful."

"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."

"It's very handy and very easy to use."

"The solution’s timely automated triggers increase our IT team’s productivity."

More Freshservice pros

Cons

"Technical support was helpful."

"The fixed client for Automate is slow. The web client is not very intuitive."

"Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard."

"Because of the vast number of features, the software is difficult to navigate."

"I would say that it really needs to improve on it. They need better visibility and reporting and alerts and different things."

"I know we get some false positives at times, where things report offline and then when we connect to them with control they're connectable."

"They always change the GUI to some dumb-down version of tiles which are more "user-friendly", but slows my team down in the end."

"There could be better linkages between ConnectWise Automate and Manage from a ticketing perspective. Automate and Manage each has its own ticketing system. We use the one in Manage, but it'd be nice if they were linked directly to the one in Automate."

More ConnectWise Automate cons

"The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization."

"You can't implement a complicated delivery workflow."

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"Freshservice's technical support has issues with delays and translations."

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

"Not integrated with Google."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"I am not too happy with the page layout or screen layout since it always looks messy."

More Freshservice cons

Pricing and Cost Advice

"Pricing and licensing are reasonable."

"From what I've overheard, it is pretty comparable to other solutions in terms of price."

"I believe Automate is available for around $2."

"I pay $85 a month per user for a ConnectWise package that contains multiple solutions."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"We're basically paying about $100 USD per agent per month."

"Our licensing fee for Freshservice is $2,500 a year."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"The price of Freshservice could improve, it is expensive."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

11%

Construction Company

Performing Arts

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

Questions from the Community

Ask a question

Earn 20 points

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

See all answers

What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow ...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and hand...

See all answers

Comparisons

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Compared 12% of the time

Datto Remote Monitoring and Management vs ConnectWise Automate

Compared 10% of the time

N-able N-sight Remote Monitoring & Management vs ConnectWise Automate

Compared 10% of the time

ConnectWise RMM vs ConnectWise Automate

Compared 7% of the time

Pulseway vs ConnectWise Automate

Compared 7% of the time

More ConnectWise Automate Competitors

ServiceNow vs Freshservice

Compared 9% of the time

Zendesk vs Freshservice

Compared 7% of the time

JIRA Service Management vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 4% of the time

BMC Helix ITSM vs Freshservice

Compared 3% of the time

More Freshservice Competitors

Product Reports

Buyer's Guide

ConnectWise Automate

October 2026

Download ConnectWise Automate product report

Buyer's Guide

Freshservice

October 2026

Download Freshservice product report

Also Known As

LabTech for IT Service Providers, ConnectWise Automate for Corporate IT Departments, ConnectWise Automate for IT Service Providers

Flint

Overview

ConnectWise Automate transforms IT management with automation, remote desktop integration, and an intuitive interface. Essential tools like patch management and remote access are crucial for efficient operations.

ConnectWise Automate offers powerful features for IT management, emphasizing automation to eliminate repetitive tasks and streamline operations. It integrates seamlessly with remote desktop solutions, making remote management straightforward. The platform supports robust patch management, ticketing, and remote access, enhancing productivity and resource allocation. While its scalability and deployment are top-tier, users find room for improvement in areas like reporting, visibility, and ease of navigation. Some users experience slow support response times, and complex scripting can be cumbersome. Despite these challenges, it remains a valuable asset for managed service providers.

What are the key features of ConnectWise Automate?

Automation: Reduces repetitive tasks, boosting efficiency.
Remote Desktop Integration: Smooth remote access for managing IT environments effortlessly.
Patch Management: Essential for maintaining system updates and security.
Ticketing System: Streamlines workflow for incident management.
Scalability: Supports business growth with scalable infrastructure.

What benefits and ROI can users expect from ConnectWise Automate?

Time Savings: Automation capabilities free up time for strategic tasks.
Increased Efficiency: Streamlined processes lead to better resource allocation.
Improved Support: Reliable technical support enhances stability.
Cost-Effective Operations: Efficient management reduces unnecessary expenses.

Organizations in networking, managed service providers, and client administration use ConnectWise Automate for patch management, desktop oversight, and incident resolution. It's crucial for inventory tracking, system management, and remote support, enhancing professional services and integrating with ticket systems for effective troubleshooting and workflow management. Its adaptability supports diverse customer environments and facilitates task automation, maintaining efficient operation across IT networks.

ConnectWise

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Sample Customers

I-M Technology, Mainstay Technologies, PC Works Plus, Integrity IT, Kerkhoff Technologies Inc., Marathon Consulting, Christenberry Sales Company, EDTS, Secom Technology, Ready to View, ARRC Technology, DaVinci Digital, JNR Networks, Quinn Technology Solutions, PCIT, Liberty Technology, Capital Computers & Networks, Atlanta Technology Force, Doberman Technologies, First Column Enterprises, CisCom Solutions

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

Remote Monitoring and Management (RMM)

October 2026

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