ConnectWise Automate vs Freshservice comparison

The compared ConnectWise and Freshworks solutions aren't in the same category. ConnectWise is ranked #10 in RMM , and holds a 6.2% mindshare in the category. Freshworks is ranked #6 in HDS , with an average rating of 8.2, and holds a 3.6% 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

2,653 Views
1,884 Comparison Views

85% willing to recommend

Freshservice

Read 41 Freshservice reviews

8,428 Views
3,877 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: June 2026).

Buyer's Guide

Remote Monitoring and Management (RMM)

June 2026

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Helped 903,996 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 (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
Product	Mindshare (%)
ConnectWise Automate	6.2%
Kaseya VSA	12.8%
NinjaOne	10.2%
Other	70.8%

Remote Monitoring and Management (RMM)

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.6%
ServiceNow	10.6%
JIRA Service Management	5.9%
Other	79.9%

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

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

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

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

"This product saves us a lot of time and increases our efficiency."

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

"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."

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

"The solution is very stable; it's reliable, there are no bugs and glitches, and it doesn't crash or freeze."

More ConnectWise Automate pros

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

"It has greatly improved the process of ticket triaging."

"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."

"It is a stable solution. My company hasn't faced any problems with the solution."

"The stability is pretty solid; we've never had major outages or any workflow issues that weren't caused by an administrative error, and it's been pretty stable as far as a ticketing platform is concerned."

"We found the initial setup to be very simple."

"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."

"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."

More Freshservice pros

Cons

"I know we get some false positives at times, where things report offline and then when we connect to them with control they're connectable."

"Because of the vast number of features, the software is difficult to navigate."

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

"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."

"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."

"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."

"The solution needs to improve Event ID monitoring big time. They're behind the game on the other RMMs, and we support multiple RMMs."

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

More ConnectWise Automate cons

"Freshservice could improve the delegation and workflow management features."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

"The chat portal is not that great."

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

"You can't implement a complicated delivery workflow."

"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."

"I am not too happy with the page layout or screen layout since it always looks messy."

"It would be good to have the product integrated with Google because that's our corporate tool of choice."

More Freshservice cons

Pricing and Cost Advice

"Pricing and licensing are reasonable."

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

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

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

"The solution has an annual licensing model."

"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."

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

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"The pricing is reasonable."

"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."

"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."

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

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

Outsourcing Company

Construction Company

Healthcare Company

Construction Company

11%

Manufacturing Company

10%

University

Financial Services Firm

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

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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.

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 ...

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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

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Compared 11% of the time

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Compared 8% of the time

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Compared 6% of the time

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Compared 4% of the time

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Compared 4% of the time

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Product Reports

Buyer's Guide

ConnectWise Automate

July 2026

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Buyer's Guide

Freshservice

July 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)

June 2026

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