ConnectWise Automate vs Freshservice comparison

The compared ConnectWise and Freshworks solutions aren't in the same category. ConnectWise is ranked #9 in RMM , and holds a 7.0% mindshare in the category. Freshworks is ranked #4 in HDS , with an average rating of 8.5, and holds a 3.9% 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

1,650 Views
1,089 Comparison Views

85% willing to recommend

Freshservice

Read 40 Freshservice reviews

3,741 Views
1,983 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: January 2026).

Buyer's Guide

Remote Monitoring and Management (RMM)

January 2026

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Helped 882,207 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) (9th)

Freshservice

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (4th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), 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 7.0%, down 7.3% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.9% mindshare, up 3.5% since last year.

Remote Monitoring and Management (RMM) Market Share Distribution
Product	Market Share (%)
ConnectWise Automate	7.0%
Kaseya VSA	15.8%
NinjaOne	11.4%
Other	65.8%

Remote Monitoring and Management (RMM)

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshservice	3.9%
ServiceNow	12.9%
JIRA Service Management	6.4%
Other	76.8%

Help Desk Software

Featured Reviews

Sean Saeb

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.

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 most value we get from this solution is that everything is on a patch cycle."

"ConnectWise Automate's interface is pretty easy to use. It's pretty intuitive to get around and navigate it. It does what I need, which is usually connecting to the client and customers systems."

"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."

"Maybe they could improve the capability to be multi-tenant."

"A good automated scripts feature."

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

More ConnectWise Automate pros

"We use the ticketing system primarily, which is very easy to use for all users."

"Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"Freshservice's best feature is its user-friendliness."

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

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

"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."

More Freshservice pros

Cons

"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 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."

"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."

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

"The project management needs improvement and there's a section of the product called configuration that also needs to be improved."

"Scheduling of automation could be improved and made more simple."

"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."

More ConnectWise Automate cons

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"We'd like better integration with other products."

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

"There is room for improvement in reporting for project management."

"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

"Their analytics need improvement."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

More Freshservice cons

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."

"Freshservice price is competitive, it is not more than other solutions on the market."

"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."

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

"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."

"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."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

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

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

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

10%

Computer Software Company

Healthcare Company

Outsourcing Company

Manufacturing Company

University

Educational Organization

Retailer

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	15

Questions from the Community

Ask a question

Earn 20 points

What do you like most about Freshservice?

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...

See all answers

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.

See all answers

What needs improvement with Freshservice?

Freshservice is a strong IT service management platform, but there are several areas where it could be further improved to deliver even more value. One key area is advanced reporting and analytics....

See all answers

Comparisons

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Compared 28% of the time

Datto Remote Monitoring and Management vs ConnectWise Automate

Compared 16% of the time

Atera vs ConnectWise Automate

Compared 9% of the time

NinjaOne vs ConnectWise Automate

Compared 8% of the time

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

Compared 7% of the time

More ConnectWise Automate Competitors

ServiceNow vs Freshservice

Compared 19% of the time

Zendesk vs Freshservice

Compared 10% of the time

JIRA Service Management vs Freshservice

Compared 8% of the time

Device42 vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 5% of the time

More Freshservice Competitors

Product Reports

Buyer's Guide

ConnectWise Automate

February 2026

Download ConnectWise Automate product report

Buyer's Guide

Freshservice

February 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 is an IT management tool that helps deliver IT services at the speed of business. Our remote monitoring and management (RMM) platform provides powerful automation to discover & manage devices, monitor for problems, and automate action. Deliver streamlined reactive and proactive managed services, stop putting out fires, and start focusing on what matters most. See why over 5,500 partners worldwide chose ConnectWise Automate by visiting ConnectWise.com or calling 877-522-8323.

ConnectWise

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I 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.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "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."

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)

January 2026

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