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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
6.9
Number of Reviews
41
Ranking in other categories
Help Desk Software (6th), Project Management Software (9th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (8th), AI IT Support (4th)
 

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 6.2%, down 7.4% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.6% mindshare, down 4.4% since last year.
Remote Monitoring and Management (RMM) Mindshare Distribution
ProductMindshare (%)
ConnectWise Automate6.2%
Kaseya VSA12.8%
NinjaOne10.2%
Other70.8%
Remote Monitoring and Management (RMM)
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Freshservice3.6%
ServiceNow10.6%
JIRA Service Management5.9%
Other79.9%
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

"Their premium support is great."
"It's definitely improved the help-desk servicing, et cetera."
"A good automated scripts feature."
"This product saves us a lot of time and increases our efficiency."
"It's a very good IT tool for a company that provides IT services. It is very helpful for technicians to work with the tool to see all of the customers in one place and then manage all of the computers in one place."
"It is very scalable."
"The initial setup is easy and the deployment is quick."
"Technical support is really good; they are helpful and responsive."
"Freshservice has positively impacted my organization by enhancing the productivity and efficiency of our team, where each individual agent has benefited."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It allowed the development team to concentrate on the client’s requirements instead."
"The solution’s timely automated triggers increase our IT team’s productivity."
"It allows for customization and offers a broad feature set."
 

Cons

"Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard."
"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."
"Scheduling of automation could be improved and made more simple."
"I have found the solution to be not very scalable."
"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."
"Because of the vast number of features, the software is difficult to navigate."
"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."
"Technical support was helpful."
"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."
"The chat portal is not that great."
"It's still a new product, so there are some areas that are a little frustrating."
"Freshservice could improve the integration with Microsoft Outlook."
"Freshservice's technical support has issues with delays and translations."
"Their analytics need improvement."
"The round robin ticketing feature that they have is not ideal."
"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."
"Pricing and licensing are reasonable."
"I believe Automate is available for around $2."
"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 is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
"Compared to other tools, Freshservice is affordable."
"We're basically paying about $100 USD per agent per 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."
"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."
"The pricing is reasonable."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
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Top Industries

By visitors reading reviews
Performing Arts
9%
Outsourcing Company
9%
Construction Company
8%
Healthcare Company
7%
Construction Company
11%
Manufacturing Company
10%
University
9%
Financial Services Firm
7%
 

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 Enterprise16
 

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.
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 ...
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...
 

Also Known As

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

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.
903,933 professionals have used our research since 2012.