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ConnectWise Automate vs Freshservice comparison

 

Comparison Buyer's Guide

Executive Summary

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
15
Ranking in other categories
Remote Monitoring and Management (RMM) (10th)
Freshservice
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
40
Ranking in other categories
Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (7th), AI IT Support (3rd)
 

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 6.1%, up 6.0% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.5% mindshare, down 4.1% since last year.
Remote Monitoring and Management (RMM) Mindshare Distribution
ProductMindshare (%)
ConnectWise Automate6.1%
Kaseya VSA13.5%
NinjaOne10.4%
Other70.0%
Remote Monitoring and Management (RMM)
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Freshservice3.5%
ServiceNow10.7%
JIRA Service Management6.0%
Other79.8%
Help Desk Software
 

Featured Reviews

Sean Saeb - PeerSpot reviewer
Partner and CIO at Caspian IT Group
Responsive, integrates well with other applications, and the technical support is helpful
There is always room for improvement. I haven't had any problems, and they're doing a great job, in my opinion. They're doing quite well. In most cases, when we discover an issue, we report it to their engineers, who then schedule a fix. Normally, when we request something, I can see it happening within three to four months. This is a raw system. Of course, it has some flaws that could be improved. But, it's something that we will have to work with to get to the point where we need this, we request it and they do their best to make it happen. There is a lot of integration with other applications through Automate, and I believe they are working with all of the industry leaders to get the integration going. I am very pleased to be working with them.
Raja Farrar - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The database is great. It's a nicely ordered database."
"One of the greatest benefits of LabTech is less client downtime, because LabTech lets you proactively monitor and fix issues before they interrupt your clients’ business, so you can virtually eliminate system outages."
"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."
"Maybe they could improve the capability to be multi-tenant."
"Remote access and detailed monitoring help us support our equipment."
"The solution is very stable; it's reliable, there are no bugs and glitches, and it doesn't crash or freeze."
"It allows us to manage all client requests, jobs and invoicing."
"It's definitely improved the help-desk servicing, et cetera."
"We find its ability to track what's going on with each request very valuable."
"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."
"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."
"Freshservice is very user-friendly and easy to customize."
 

Cons

"I almost would rather have a different tool, but I'm not sure which one yet."
"In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be."
"I have a problem with the reports available on the solution. I don't understand how to work with the reporting functionality. For example, when I want to give a report for a specific machine, ConnectWise doesn't seem to have this as an option. I'm not sure if I'm missing something, or if the reporting functionality is just poorly conceived."
"Technical support was helpful."
"The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly."
"I would say that it really needs to improve on it. They need better visibility and reporting and alerts and different things."
"This is a raw system. Of course, it has some flaws that could be improved."
"Scheduling of automation could be improved and made more simple."
"Freshservice could improve the integration with Microsoft Outlook."
"Currently, we can have only one plan per subscription. All users have to be on the same plan."
"It would be good to have the product integrated with Google because that's our corporate tool of choice."
"We'd like better integration with other products."
"I'd like to see better reporting on changes and as well as enhancements to the task/time function."
"The analytics could be better. We would like better visualization of items and KPIs, et cetera."
"I am not too happy with the page layout or screen layout since it always looks messy."
"I experienced some delay in response time for non-function critical queries."
 

Pricing and Cost Advice

"I pay $85 a month per user for a ConnectWise package that contains multiple solutions."
"From what I've overheard, it is pretty comparable to other solutions in terms of price."
"I believe Automate is available for around $2."
"Pricing and licensing are reasonable."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."
"Freshservice price is competitive, it is not more than other solutions on the market."
"The price of Freshservice could improve, it is expensive."
"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."
"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
"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."
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Top Industries

By visitors reading reviews
Performing Arts
9%
Outsourcing Company
9%
Construction Company
7%
Healthcare Company
7%
Construction Company
10%
Manufacturing Company
10%
University
9%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise3
Large Enterprise1
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise15
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for Freshservice?
I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.
What needs improvement with Freshservice?
Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...
What is your primary use case for Freshservice?
Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...
 

Also Known As

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

 

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
Find out what your peers are saying about NinjaOne, Kaseya, TeamViewer and others in Remote Monitoring and Management (RMM). Updated: June 2026.
900,196 professionals have used our research since 2012.