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 #8 in HDS , with an average rating of 8.3, and holds a 3.4% 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

3,062 Views
2,235 Comparison Views

85% willing to recommend

Freshservice

Read 40 Freshservice reviews

11,001 Views
4,840 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, TeamViewer and others in Remote Monitoring and Management (RMM).

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

Buyer's Guide

Remote Monitoring and Management (RMM)

August 2026

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Helped 913,349 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 (8th), Project Management Software (12th), Cloud Management (16th), IT Asset Management (7th), IT Service Management (ITSM) (8th), Configuration Management Databases (5th), IT Alerting and Incident Management (14th), AI IT Support (5th)

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 7.4% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.4% mindshare, down 4.3% since last year.

Remote Monitoring and Management (RMM) Mindshare Distribution
Product	Mindshare (%)
ConnectWise Automate	5.5%
NinjaOne	10.0%
Kaseya VSA	9.8%
Other	74.7%

Remote Monitoring and Management (RMM)

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.4%
ServiceNow	10.1%
JIRA Service Management	5.7%
Other	80.8%

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

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

"The most value we get from this solution is that everything is on a patch cycle, so all my team has to do is go through patches, whereas previously, they were doing all the patches manually."

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

"Technical support has been good. Everyone we have been in contact with has responded to our queries in a reasonable amount of time."

"I was very happy with how they handled me as a client and am quite satisfied with the level of support we get."

"Because of the system's capabilities, my team is able to significantly reduce the work that they were previously doing, more than 40%, in my opinion."

"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."

More ConnectWise Automate pros

"One of the key benefits of Freshservice is license management."

"Freshservice is more stable and easier to use; it's also less expensive, and for small and medium-sized organizations, it's quite good."

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

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"The product is loaded with all the features you need."

"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

"With Freshservice in place, we have reversed the trend of creating tickets."

More Freshservice pros

Cons

"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."

"I almost would rather have a different tool, but I'm not sure which one yet."

"Their support needs to be better."

"The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back."

"We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great."

"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."

"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."

More ConnectWise Automate cons

"I experienced some delay in response time for non-function critical queries."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

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

"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."

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

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."

More Freshservice cons

Pricing and Cost Advice

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

"Pricing and licensing are reasonable."

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

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

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

"The solution has an annual licensing model."

"Compared to other tools, Freshservice is affordable."

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

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The solution may be around 20,000 euros a year."

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

"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."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

11%

Construction Company

Performing Arts

Comms Service Provider

Construction Company

11%

Manufacturing Company

10%

Outsourcing Company

10%

University

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 ...

See all answers

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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ConnectWise RMM vs ConnectWise Automate

Compared 7% of the time

Pulseway vs ConnectWise Automate

Compared 7% of the time

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ServiceNow vs Freshservice

Compared 10% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% 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

September 2026

Download ConnectWise Automate product report

Buyer's Guide

Freshservice

September 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)

August 2026

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