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ConnectWise Automate vs Freshservice comparison

 

Comparison Buyer's Guide

Executive Summary

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 Automate
Average Rating
7.4
Reviews Sentiment
7.2
Number of Reviews
15
Ranking in other categories
Remote Monitoring and Management (RMM) (10th)
Freshservice
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
41
Ranking in other categories
Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (7th), AI IT Support (3rd)
 

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. ConnectWise Automate is designed for Remote Monitoring and Management (RMM) and holds a mindshare of 6.1%, up 6.0% compared to last year.
Freshservice, on the other hand, focuses on Help Desk Software, holds 3.5% mindshare, down 4.1% since last year.
Remote Monitoring and Management (RMM) Mindshare Distribution
ProductMindshare (%)
ConnectWise Automate6.1%
Kaseya VSA13.5%
NinjaOne10.4%
Other70.0%
Remote Monitoring and Management (RMM)
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Freshservice3.5%
ServiceNow10.7%
JIRA Service Management6.0%
Other79.8%
Help Desk Software
 

Featured Reviews

Sean Saeb - PeerSpot reviewer
Partner and CIO at Caspian IT Group
Responsive, integrates well with other applications, and the technical support is helpful
There is always room for improvement. I haven't had any problems, and they're doing a great job, in my opinion. They're doing quite well. In most cases, when we discover an issue, we report it to their engineers, who then schedule a fix. Normally, when we request something, I can see it happening within three to four months. 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. There is a lot of integration with other applications through Automate, and I believe they are working with all of the industry leaders to get the integration going. I am very pleased to be working with them.
Raja Farrar - PeerSpot reviewer
IT Service Delivery Manager at Symposiam
Automation and AI have transformed our service delivery and have made IT support faster and more efficient
I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Quotes from Members

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

Pros

"Their premium support is great."
"A good automated scripts feature."
"Technical support is really good; they are helpful and responsive."
"I was very happy with how they handled me as a client and am quite satisfied with the level of support we get."
"It is very scalable."
"The automated scripts feature means that we can set up for a lot of different things and they have reduced tech input drastically, in the sense that a task only needs to be done once instead of 100 times."
"ConnectWise Automate's interface is pretty easy to use; it's pretty intuitive to get around and navigate it, and it does what I need, which is usually connecting to the client and customers systems so I can just help them from home or from work."
"The solution is very stable; it's reliable, there are no bugs and glitches, and it doesn't crash or freeze."
"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."
"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."
"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."
"We use the ticketing system primarily, which is very easy to use for all users."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"We have definitely seen a return on investment based on the use cases we have implemented."
"I would recommend this solution to others because it is good and the price is reasonable."
"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."
 

Cons

"Their support needs to be better."
"They always change the GUI to some dumb-down version of tiles which are more "user-friendly", but slows my team down in the end."
"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."
"I would say that it really needs to improve on it. They need better visibility and reporting and alerts and different things."
"I almost would rather have a different tool, but I'm not sure which one yet."
"Technical support was helpful."
"The menu doesn't always load properly."
"I have found the solution to be not very scalable."
"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 improvement."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"A chat bot needs to be added to the portal."
"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."
"They're not very good at technical support."
 

Pricing and Cost Advice

"I believe Automate is available for around $2."
"Pricing and licensing are reasonable."
"I pay $85 a month per user for a ConnectWise package that contains multiple solutions."
"From what I've overheard, it is pretty comparable to other solutions in terms of price."
"Freshservice price is competitive, it is not more than other solutions on the market."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"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."
"The solution has an annual licensing model."
"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."
"Compared to other tools, Freshservice is affordable."
"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."
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Top Industries

By visitors reading reviews
Performing Arts
9%
Outsourcing Company
9%
Construction Company
8%
Healthcare Company
7%
Construction Company
11%
Manufacturing Company
10%
University
9%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise3
Large Enterprise1
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for Freshservice?
I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.
What needs improvement with Freshservice?
Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...
What is your primary use case for Freshservice?
Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...
 

Also Known As

LabTech for IT Service Providers, ConnectWise Automate for Corporate IT Departments, ConnectWise Automate for IT Service Providers
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Overview

 

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
Find out what your peers are saying about NinjaOne, Kaseya, TeamViewer and others in Remote Monitoring and Management (RMM). Updated: June 2026.
900,838 professionals have used our research since 2012.