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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

"It is very scalable."
"It's definitely improved the help-desk servicing, et cetera."
"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."
"ConnectWise Automate's interface is pretty easy to use; it's pretty intuitive to get around and navigate it, and it does what I need, which is usually connecting to the client and customers systems so I can just help them from home or from work."
"Technical support has been good. Everyone we have been in contact with has responded to our queries in a reasonable amount of time."
"Technical support is really good; they are helpful and responsive."
"The reporting on the product is great."
"We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."
"I would recommend this solution to others because it is good and the price is reasonable."
"All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy."
"We have definitely seen a return on investment based on the use cases we have implemented."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"We found the initial setup to be very simple."
"The most valuable aspect of the solution is the user experience."
"It allows for customization and offers a broad feature set."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
 

Cons

"Their support needs to be better."
"The menu doesn't always load properly."
"I almost would rather have a different tool, but I'm not sure which one yet."
"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."
"The solution needs to improve Event ID monitoring big time. They're behind the game on the other RMMs, and we support multiple RMMs."
"Because of the vast number of features, the software is difficult to navigate."
"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."
"I would say that it really needs to improve on it. They need better visibility and reporting and alerts and different things."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."
"Not integrated with Google."
"You can't implement a complicated delivery workflow."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"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."
 

Pricing and Cost Advice

"I believe Automate is available for around $2."
"Pricing and licensing are reasonable."
"From what I've overheard, it is pretty comparable to other solutions in terms of price."
"I pay $85 a month per user for a ConnectWise package that contains multiple solutions."
"The pricing is reasonable."
"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"Our licensing fee for Freshservice is $2,500 a year."
"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 information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"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."
"The solution has an annual licensing model."
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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
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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.
903,807 professionals have used our research since 2012.