ConnectWise PSA vs Freshservice comparison

ConnectWise PSA is an award-winning professional services automation solution that connects your entire organization. Save time throughout your entire business lifecycle with the powerful automation and standardization that ConnectWise PSA brings to the table. A single view of your business operations makes it possible to streamline your business even further.​

Key features and benefits of ConnectWise PSA:

Help desk

Centralize your help desk with features that allow you to organize and standardize your service requests and streamline workflow automation to ensure your support operations are as efficient as possible. Keep your help desk responsive and productive no matter how challenging the issue is.

Cloud billing

Managing recurring billing can be a streamlined and straightforward process. You can standardize and simplify the way you manage customer contracts, including cloud. Easily manage, monitor, and bill for other public cloud services such as Microsoft 365 and Cisco Cloud Solutions.

Sales and marketing

The competitive landscape has made the window of opportunity for growing your business more challenging. Take control for generating leads with sales and marketing features that help you build a stronger, more predictable pipeline and improve communication with prospects to ensure high conversion rates.​

Procurement

Supplier operations can be hit and miss, making the procurement process far more challenging. Optimize internal purchasing and receiving workflows to keep your operations department and customers in the know.​

Time tracking and billing

Time tracking and billing reduces revenue loss and client skepticism. Your team can easily enter and track their billable time by the minute and by client, project, or task and include detailed notes to avoid client audits. With these efficiencies, your team will have more time to better serve your business and your customers.​

Project management

Don’t miss a beat. Project management gives you what your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time and on budget.

Reporting

Knowledge and visibility are key components of a successful IT service provider. Leverage a reporting engine that give you the insights and metrics to help you make data-driven decision across all areas of your business.

What can ConnectWise PSA do for you?

Improve employee experience

Give your teams a PSA that helps them perform more effectively and provide the best experience possible—for them and your customers. Keep everyone in the know, increasing management’s confidence in the ability to sustain and grow a happy customer base. ​

Enhance the customer experience

When your teams have what they need to do their job well the first time, your customer experience gets better and better. Provide amazing service delivery, timely and accurate invoices, and automate important reports to keep your customers happy (and in the know). Pair that with the end-user portal available, and your customer experience just got even better!​

Give your team precious time back

With coupling centralization and automation, your teams will function more efficiently than ever, giving everyone more time to focus on what’s important. You'll get more time to focus on growing your business!​

Increase revenue and decrease costs

When your systems are centralized and your operations more efficient, you can save time and reduce costs. In essence, you can improve revenue and decrease costs through all your gained efficiencies.

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."