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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
7.0
Number of Reviews
40
Ranking in other categories
Help Desk Software (6th), Project Management Software (10th), 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 (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 6.1%, up 6.0% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.5% mindshare, down 4.1% since last year.
Remote Monitoring and Management (RMM) Mindshare Distribution
ProductMindshare (%)
ConnectWise Automate6.1%
Kaseya VSA13.5%
NinjaOne10.4%
Other70.0%
Remote Monitoring and Management (RMM)
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Freshservice3.5%
ServiceNow10.7%
JIRA Service Management6.0%
Other79.8%
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.
RF
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's definitely improved the help-desk servicing, et cetera."
"This product saves us a lot of time and increases our efficiency."
"Remote access and detailed monitoring help us support our equipment."
"The implementation is nice and easy."
"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."
"It allows us to manage all client requests, jobs and invoicing."
"Remote monitoring allows the organization to react more quickly to emergencies, particularly offline devices/locations."
"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."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."
"It allows for customization and offers a broad feature set."
"We have definitely seen a return on investment based on the use cases we have implemented."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"It is a stable solution. My company hasn't faced any problems with the solution."
 

Cons

"Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard."
"The solution needs to improve Event ID monitoring big time. They're behind the game on the other RMMs, and we support multiple RMMs."
"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."
"Reliability: Open a computer window new screen and it's slow."
"I have found the solution to be not very scalable."
"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."
"Scheduling of automation could be improved and made more simple."
"The project management needs improvement and there's a section of the product called configuration that also needs to be improved."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."
"They're not very good at technical support."
"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."
"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."
"It is 80% stable. Some users face issues in Chrome and Firefox."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Their analytics need improvement."
 

Pricing and Cost Advice

"I believe Automate is available for around $2."
"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."
"Pricing and licensing are reasonable."
"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."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"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."
"Our licensing fee for Freshservice is $2,500 a year."
"The pricing is reasonable."
"The solution has an annual licensing model."
"The price of Freshservice could improve, it is expensive."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
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Top Industries

By visitors reading reviews
Performing Arts
9%
Healthcare Company
7%
Computer Software Company
7%
Outsourcing Company
6%
University
10%
Construction Company
9%
Manufacturing Company
9%
Educational Organization
6%
 

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 Enterprise15
 

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.
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 ...
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...
 

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: May 2026.
896,803 professionals have used our research since 2012.