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 3.5% 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 911,839 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 3.5% 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	3.5%
ServiceNow	10.1%
JIRA Service Management	5.8%
Other	80.6%

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

"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."

"A good automated scripts feature."

"The automated scripts feature means that we can set up for a lot of different things and they have reduced tech input drastically, in the sense that a task only needs to be done once instead of 100 times."

"It is very scalable."

"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."

"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."

"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."

More ConnectWise Automate pros

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."

"The solution has been stable."

"Freshservice was up and running without any expensive project planning, and all that without sacrificing features."

"We find its ability to track what's going on with each request very valuable."

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

"Freshservice is very user-friendly and easy to customize."

"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."

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

More Freshservice pros

Cons

"The menu doesn't always load properly."

"Their support needs to be better."

"Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard."

"Reliability: Open a computer window new screen and it's slow."

"Technical support was helpful."

"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."

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

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

More ConnectWise Automate cons

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

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."

"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."

"I'd like to see better reporting on changes and as well as enhancements to the task/time function."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

"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."

More Freshservice cons

Pricing and Cost Advice

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

"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."

"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."

"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."

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

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

"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."

"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

Outsourcing Company

11%

Construction Company

Performing Arts

Healthcare Company

Construction Company

11%

Manufacturing Company

10%

Outsourcing Company

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 ...

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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

Comparisons

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Compared 12% of the time

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Compared 10% of the time

Datto Remote Monitoring and Management vs ConnectWise Automate

Compared 9% of the time

ConnectWise RMM vs ConnectWise Automate

Compared 7% of the time

Pulseway vs ConnectWise Automate

Compared 7% of the time

More ConnectWise Automate Competitors

ServiceNow vs Freshservice

Compared 11% 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

Device42 vs Freshservice

Compared 3% of the time

More Freshservice Competitors

Product Reports

Buyer's Guide

ConnectWise Automate

August 2026

Download ConnectWise Automate product report

Buyer's Guide

Freshservice

August 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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