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ConnectWise PSA vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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 PSA
Ranking in Help Desk Software
20th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
20
Ranking in other categories
Business Management Software (1st), Professional Services Automation (PSA) (2nd)
Freshservice
Ranking in Help Desk Software
7th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Project Management Software (11th), Cloud Management (15th), IT Asset Management (6th), IT Service Management (ITSM) (5th)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of ConnectWise PSA is 2.0%, up from 1.5% compared to the previous year. The mindshare of Freshservice is 3.5%, down from 3.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

JonMcWilliams - PeerSpot reviewer
Very useful for ticketing and billing purposes
In this case, we have the ability to fire on tasks. An email can be sent, and it is being received into the Kaseya tool or Autotask. Autotask then can parse the email appropriately and route it based on the rules that we set up. In that sense, it's very dynamic, and I can immediately identify which client is making a support request. It can route it to the appropriate queue and then send out the appropriate notifications. As work is done on the ticket, you can also notify the person requesting support or other pre-designated contacts so that they're kept in the loop. ConnectWise PSA is making its updates, and its integration with Office 365 has been really good. I like the fact that the solution integrates with IT Glue. ConnectWise PSA is making improvements, and it's a little bit more dynamic. Overall, I rate the solution an eight out of ten.
Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The product has been pretty stable so far."
"The initial setup isn't too difficult."
"The platform is easy to use."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"We're using the solution for ticketing and billing, and those features are useful."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The overall functionality of the product is excellent."
"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."
"Depending on the size of your organization, is pretty standard and useful."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"We found the initial setup to be very simple."
"Freshservice is very user-friendly and easy to customize."
"The solution’s timely automated triggers increase our IT team’s productivity."
"We use the ticketing system primarily, which is very easy to use for all users."
 

Cons

"The custom reporting needs to be improved."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"The technical support of ConnectWise PSA is not very good."
"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."
"It needs to be easier to share tickets between users who need to work together."
"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The round robin ticketing feature that they have is not ideal."
"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 experienced some delay in response time for non-function critical queries."
 

Pricing and Cost Advice

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."
"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
"The pricing of ConnectWise Manage is reasonable."
"We're paying $940 a month for 14 users."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"The solution has an annual licensing model."
"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."
"Freshservice price is competitive, it is not more than other solutions on the market."
"Our licensing fee for Freshservice is $2,500 a year."
"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."
"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."
"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
Computer Software Company
31%
Financial Services Firm
7%
Comms Service Provider
6%
University
5%
Computer Software Company
26%
Manufacturing Company
7%
Financial Services Firm
7%
Retailer
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?
In our case, the solution is priced out by the user we have in the system. The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's p...
What needs improvement with ConnectWise Manage?
The technical support of ConnectWise PSA is not very good.
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...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
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 impr...
 

Also Known As

ConnectWise Manage
Flint
 

Overview

 

Sample Customers

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Find out what your peers are saying about ConnectWise PSA vs. Freshservice and other solutions. Updated: January 2025.
837,501 professionals have used our research since 2012.