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, TeamViewer and others in Remote Monitoring and Management (RMM)."A good automated scripts feature."
"The initial setup is easy and the deployment is quick."
"The most value we get from this solution is that everything is on a patch cycle."
"It's definitely improved the help-desk servicing, et cetera."
"The database is great. It's a nicely ordered database."
"Scripting and patch management are really important for us. Patch Manager is something that we use a lot, and we would love to have it continually improved. It is one of the most useful features for us for controlling patches and other things for different clients."
"It is very scalable."
"We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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."
"Freshservice's best feature is its user-friendliness."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"There is a nice user interface."
"You can just register and within five to minute minutes, you are ready to go."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"Technical support was helpful."
"The fixed client for Automate is slow. The web client is not very intuitive."
"Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard."
"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."
"I have a problem with the reports available on the solution. I don't understand how to work with the reporting functionality. For example, when I want to give a report for a specific machine, ConnectWise doesn't seem to have this as an option. I'm not sure if I'm missing something, or if the reporting functionality is just poorly conceived."
"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."
"The project management needs improvement and there's a section of the product called configuration that also needs to be improved."
"Their support needs to be better."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"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."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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."
"The round robin ticketing feature that they have is not ideal."
ConnectWise Automate is ranked 7th in Remote Monitoring and Management (RMM) with 15 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. ConnectWise Automate is rated 7.4, while Freshservice is rated 8.0. The top reviewer of ConnectWise Automate writes "Responsive, integrates well with other applications, and the technical support is helpful". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". ConnectWise Automate is most compared with Kaseya VSA, ConnectWise RMM, NinjaOne, Microsoft Configuration Manager and Atera, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus.
We monitor all Remote Monitoring and Management (RMM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
