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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
8th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Project Management Software (12th), Cloud Management (15th), IT Asset Management (6th), IT Service Management (ITSM) (5th)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of ConnectWise PSA is 2.2%, up from 1.5% compared to the previous year. The mindshare of Freshservice is 3.9%, 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

"The most valuable feature is the management of projects from start to finish."
"We're using the solution for ticketing and billing, and those features are useful."
"Contains every feature that a VAR or MSP would want."
"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."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The platform is easy to use."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"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."
"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."
"Depending on the size of your organization, is pretty standard and useful."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"It's very handy and very easy to use."
"It allowed the development team to concentrate on the client’s requirements instead."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
 

Cons

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"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 would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"The technical support of ConnectWise PSA is not very good."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"ConnectWise PSA’s graphical interface is a little old."
"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 think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"Freshservice could improve the delegation and workflow management features."
"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."
"There is room for improvement in reporting for project management."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"A chat bot needs to be added to the portal."
"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."
 

Pricing and Cost Advice

"We're paying $940 a month for 14 users."
"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."
"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."
"There are some different add-ons and benefits that are optional and come at an additional cost."
"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
"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."
"The solution has an annual licensing model."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"The pricing is reasonable."
"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 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."
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Top Industries

By visitors reading reviews
Computer Software Company
33%
Comms Service Provider
6%
Financial Services Firm
6%
Retailer
5%
Computer Software Company
24%
Financial Services Firm
7%
Educational Organization
7%
Manufacturing Company
7%
 

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: April 2025.
849,190 professionals have used our research since 2012.