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 6.6% mindshare in the category. Freshworks is ranked #5 in HDS , with an average rating of 8.3, 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

1,697 Views
1,137 Comparison Views

85% willing to recommend

Freshservice

Read 40 Freshservice reviews

4,141 Views
2,236 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: February 2026).

Buyer's Guide

Remote Monitoring and Management (RMM)

February 2026

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Helped 883,619 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 (5th), Project Management Software (10th), Cloud Management (12th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (8th), AI IT Support (3rd)

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 6.6%, down 6.8% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.9% mindshare, up 3.6% since last year.

Remote Monitoring and Management (RMM) Mindshare Distribution
Product	Mindshare (%)
ConnectWise Automate	6.6%
Kaseya VSA	15.2%
NinjaOne	11.7%
Other	66.5%

Remote Monitoring and Management (RMM)

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.9%
ServiceNow	12.6%
JIRA Service Management	6.3%
Other	77.2%

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."

"It is very scalable."

"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'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."

"The implementation is nice and easy."

"A good automated scripts feature."

"The database is great. It's a nicely ordered database."

More ConnectWise Automate pros

"With Freshservice in place, we have reversed the trend of creating tickets."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

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

"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 of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"You can just register and within five to minute minutes, you are ready to go."

"The solution has been stable."

"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. In one week, you can add change management. It's incredible."

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."

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

"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."

"We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great."

"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."

"Technical support was helpful."

"In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be."

More ConnectWise Automate cons

"Freshservice could improve the integration with Microsoft Outlook."

"Not integrated with Google."

"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"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."

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

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved."

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

More Freshservice cons

Pricing and Cost Advice

"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."

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

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"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."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

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

"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."

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

"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."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

Computer Software Company

Healthcare Company

Outsourcing Company

University

10%

Manufacturing Company

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 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 has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

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What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

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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 6% of the time

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ServiceNow vs Freshservice

Compared 18% 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 4% 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)

February 2026

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