IT Central Station is now PeerSpot: Here's why

ConnectWise Automate vs Freshservice comparison

Cancel
You must select at least 2 products to compare!
Featured Review
Buyer's Guide
Remote Monitoring and Management Software
July 2022
Find out what your peers are saying about Atera, Kaseya, ConnectWise and others in Remote Monitoring and Management Software. Updated: July 2022.
620,319 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It is very scalable.""It's definitely improved the help-desk servicing, et cetera.""The initial setup is easy and the deployment is quick.""It's a very good IT tool for a company that provides IT services. It is very helpful for technicians to work with the tool to see all of the customers in one place and then manage all of the computers in one place.""We use monitors to keep track of our machines. We use a pretty good portion of information from Automate.""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.""The database is great. It's a nicely ordered database.""ConnectWise Automate's interface is pretty easy to use. It's pretty intuitive to get around and navigate it. It does what I need, which is usually connecting to the client and customers systems."

More ConnectWise Automate Pros →

"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible.""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.""The overall functionality of the product is excellent.""I do 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.""The most valuable features of Freshservice are the notifications, customization, and flexibility.""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."

More Freshservice Pros →

Cons
"Scheduling of automation could be improved and made more simple.""The menu doesn't always load properly.""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.""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.""They could use some automated alerts particularly when we're talking about an MSP that might shoot over.""We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great.""The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly.""Patching and reporting need improvements, especially reporting. The reporting engine is quite outdated, so you end up having to use your own dashboard."

More ConnectWise Automate Cons →

"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.""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.""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.""The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.""You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management.""Freshservice could improve the integration with Microsoft Outlook."

More Freshservice Cons →

Pricing and Cost Advice
  • "From what I've overheard, it is pretty comparable to other solutions in terms of price."
  • "I believe Automate is available for around $2."
  • More ConnectWise Automate Pricing and Cost Advice →

  • "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."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "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."
  • "The price of Freshservice could improve, it is expensive."
  • More Freshservice Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Remote Monitoring and Management Software solutions are best for your needs.
    620,319 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: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… more »
    Top Answer:From what I've overheard, it is pretty comparable to other solutions in terms of price.
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer: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. We pay for… more »
    Top Answer: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… more »
    Ranking
    Views
    4,323
    Comparisons
    3,676
    Reviews
    9
    Average Words per Review
    632
    Rating
    7.5
    8th
    out of 56 in Help Desk Software
    Views
    2,447
    Comparisons
    1,838
    Reviews
    5
    Average Words per Review
    883
    Rating
    8.2
    Comparisons
    Also Known As
    LabTech for IT Service Providers, ConnectWise Automate for Corporate IT Departments, ConnectWise Automate for IT Service Providers
    Flint
    Learn More
    Overview

    ConnectWise Automate, formerly LabTech, is an IT management tool that helps deliver IT services at the speed of business. Our remote monitoring and management (RMM) platform provides powerful automation to discover & manage devices, monitor for problems, and automate action. Deliver streamlined reactive and proactive managed services, stop putting out fires, and start focusing on what matters most. See why over 5,500 partners worldwide chose ConnectWise Automate by visiting https://www.connectwise.com/software/automate or calling 877-522-8323.

    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."

    Offer
    Learn more about ConnectWise Automate
    Learn more about Freshservice
    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
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider15%
    Retailer5%
    Government5%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Comms Service Provider14%
    Government5%
    Educational Organization5%
    Company Size
    REVIEWERS
    Small Business83%
    Midsize Enterprise17%
    VISITORS READING REVIEWS
    Small Business41%
    Midsize Enterprise16%
    Large Enterprise43%
    REVIEWERS
    Small Business82%
    Midsize Enterprise9%
    Large Enterprise9%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise17%
    Large Enterprise57%
    Buyer's Guide
    Remote Monitoring and Management Software
    July 2022
    Find out what your peers are saying about Atera, Kaseya, ConnectWise and others in Remote Monitoring and Management Software. Updated: July 2022.
    620,319 professionals have used our research since 2012.

    ConnectWise Automate is ranked 3rd in Remote Monitoring and Management Software with 9 reviews while Freshservice is ranked 8th in Help Desk Software with 6 reviews. ConnectWise Automate is rated 7.6, while Freshservice is rated 8.2. The top reviewer of ConnectWise Automate writes "A nicely ordered database and good UI but needs better monitoring". On the other hand, the top reviewer of Freshservice writes "Good workflow automation capabilities, great price, and great user-friendliness". ConnectWise Automate is most compared with Pulseway, Continuum Command, Microsoft Endpoint Configuration Manager, N-able Remote Monitoring & Management and Kaseya VSA, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, SCSM and ManageEngine ServiceDesk Plus.

    We monitor all Remote Monitoring and Management Software 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.