ConnectWise Automate vs Freshservice vs Kaseya VSA comparison

The compared ConnectWise and Freshworks solutions aren't in the same category. ConnectWise is ranked #10 in RMM , and holds a 6.4% mindshare in the category. Freshworks is ranked #6 in HDS , with an average rating of 8.3, and holds a 3.6% mindshare. Additionally, 85% of ConnectWise users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

ConnectWise Automate

Read 15 ConnectWise Automate reviews

2,350 Views
1,598 Comparison Views

85% willing to recommend

Freshservice

Read 40 Freshservice reviews

6,589 Views
3,163 Comparison Views

97% willing to recommend

Kaseya VSA

Read 33 Kaseya VSA reviews

4,662 Views
3,357 Comparison Views

85% willing to recommend

ConnectWise Automate

Freshservice

Kaseya VSA

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between ConnectWise Automate, Freshservice, and Kaseya VSA 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).

To learn more, read our detailed Remote Monitoring and Management (RMM) Report (Updated: May 2026).

Buyer's Guide

Remote Monitoring and Management (RMM)

May 2026

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Helped 893,221 peers since 2012

Review summaries and opinions

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

Mindshare comparison

Remote Monitoring and Management (RMM) Mindshare Distribution
Product	Mindshare (%)
ConnectWise Automate	6.4%
Kaseya VSA	13.8%
NinjaOne	10.7%
Other	69.1%

Remote Monitoring and Management (RMM)

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.6%
ServiceNow	11.2%
JIRA Service Management	6.0%
Other	79.2%

Help Desk Software

Remote Monitoring and Management (RMM) Mindshare Distribution
Product	Mindshare (%)
Kaseya VSA	13.8%
NinjaOne	10.7%
Datto Remote Monitoring and Management	9.7%
Other	65.8%

Remote Monitoring and Management (RMM)

Featured Reviews

Sean Saeb

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.

Read full review

Raja Farrar

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.

Read full review

Farhood Nishat

Senior Manager at dinCloud, Inc.

Lightweight tool aids in remote management but needs better support

Primarily, we are using it for remote monitoring and management as an MSP. We are basically a reseller; we are a service provider, so Kaseya VSA is one of our tools which we use for our managed services The best features of Kaseya VSA are that it's lightweight over the machine and does not create…

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Quotes from Members

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

Pros

"Technical support is really good; they are helpful and responsive."

"This product saves us a lot of time and increases our efficiency."

"It is very scalable."

"Because of the system's capabilities, my team is able to significantly reduce the work that they were previously doing, more than 40%, in my opinion."

"Remote monitoring allows the organization to react more quickly to emergencies, particularly offline devices/locations."

"The implementation is nice and easy."

"The solution is very stable; it's reliable, there are no bugs and glitches, and it doesn't crash or freeze."

"This product saves us a lot of time and increases our efficiency."

More ConnectWise Automate pros

"It allows for customization and offers a broad feature set."

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

"The most valuable aspect of the solution is the user experience."

"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."

"There is a nice user interface."

"It's very handy and very easy to use."

"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, and in one week, you can add change management, which is incredible."

More Freshservice pros

"The best features of Kaseya VSA are that it's lightweight over the machine and does not create any overhead over the machine resources, which we really appreciate."

"The way Kaseya VSA treats application vulnerabilities is good. They have released some new features that have been a benefit, such as updates from the Microsoft repository directory."

"The remote management is quite good, and the patch management and service desk are great features of the solution."

"Kaseya VSA makes it easier for me to use, especially with the ability to control everything from the console."

"The most valuable features of Kaseya VSA are remote control, live connect, and automation."

"VSA installs an agent on every computer that allows users to create a help desk ticket with one click. That's why I chose VSA. Many users never create tickets when they have a problem. Sometimes I won't know about an issue until they run into me and say, "Hey, this has been broken for two months.""

"The most valuable part of this solution is the security features that it offers."

"Patch management was very useful."

More Kaseya VSA pros

Cons

"Because of the vast number of features, the software is difficult to navigate."

"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."

"Their support needs to be better."

"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."

"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."

"I know we get some false positives at times, where things report offline and then when we connect to them with control they're connectable."

"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."

"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."

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."

"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."

"Not integrated with Google."

"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."

"It is 80% stable. Some users face issues in Chrome and Firefox."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"They're not very good at technical support."

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

More Freshservice cons

"The solution is hard to use at first until you understand how it works."

"I have been looking for a way to deploy patches via the internet to selected equipment from Kaseya VSA, but it seems impossible."

"Some configurations and abilities from the system are not of use. The solution should offer webinars or some sort of training offerings to help users learn what the system can do and how it can be done."

"Sometimes patching is unreliable."

"We actually upgraded the solution due to the fact that we needed the support for Apple devices. We haven't had a chance to test that part of the product just yet, however, that was our biggest criticism of the product prior to this most recent update."

"The management of patches also needs improvement."

"The network monitoring module today is not the best one."

"It never functioned as intended."

More Kaseya VSA cons

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."

"Our licensing fee for Freshservice is $2,500 a year."

"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."

"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."

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."

"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."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"The solution may be around 20,000 euros a year."

More Freshservice pricing and cost advice

"We pay a monthly fee, but it's a three-year contract divided by 36. They don't offer a true SaaS plan where you can add licenses monthly as you go. The cost is $7 per person per month, and we are paying about $1,700 a month."

"With the on-prem, you buy the agent license. That's a one-time fee, and it varies depending on how many you have. You also pay annual maintenance on the number that you have. So, there are two fees involved: a one-time fee and a recurring fee."

"It is, in my opinion, competitive in the market. It is determined by the number of users and licenses needed. Depending on the license count of users, the price ranges from $10 to $80 USD."

"It is not expensive. Anyone can afford it. Most of the time, we get a discount for licenses. We had about 5,000 agents, and we received a discount on the price. There is only the licensing cost. If you use the on-prem version, you also have the infrastructure cost."

"The solution's pricing is reasonable."

"The pricing is quite good and we are satisfied with it."

"Customers purchase the solutions because it is priced well. There are additional services that have an additional cost."

"We were looking at a price of $22.50 cents per user."

More Kaseya VSA pricing and cost advice

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Top Industries

By visitors reading reviews

Performing Arts

Healthcare Company

Computer Software Company

Outsourcing Company

University

10%

Manufacturing Company

Construction Company

Educational Organization

Performing Arts

11%

Educational Organization

Outsourcing Company

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	3
Large Enterprise	1

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	26
Midsize Enterprise	4
Large Enterprise	4

Questions from the Community

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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.

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What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...

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What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...

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What needs improvement with Kaseya VSA?

So far, everything is good, but regarding automation scripts, I would like to see improved or enhanced scripting capa...

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What is your primary use case for Kaseya VSA?

I am currently working with remote monitoring and management solutions, primarily for patch management. I could descr...

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What advice do you have for others considering Kaseya VSA?

I will share my rich experience with Kaseya VSA with others, and I suggest using Kaseya VSA. I gave this review a rat...

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Comparisons

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Compared 14% of the time

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Compared 8% of the time

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Compared 7% of the time

NinjaOne vs ConnectWise Automate

Compared 6% of the time

ConnectWise Asio Platform vs ConnectWise Automate

Compared 5% of the time

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ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

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ConnectWise RMM vs Kaseya VSA

Compared 10% of the time

NinjaOne vs Kaseya VSA

Compared 9% of the time

N-able N-central vs Kaseya VSA

Compared 8% of the time

SuperOps.ai vs Kaseya VSA

Compared 7% of the time

Datto Remote Monitoring and Management vs Kaseya VSA

Compared 6% of the time

More Kaseya VSA Competitors

Product Reports

Buyer's Guide

ConnectWise Automate

May 2026

Download ConnectWise Automate product report

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Buyer's Guide

Kaseya VSA

May 2026

Download Kaseya VSA product report

Also Known As

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

Flint

No data available

Overview

ConnectWise Automate transforms IT management with automation, remote desktop integration, and an intuitive interface. Essential tools like patch management and remote access are crucial for efficient operations.

ConnectWise Automate offers powerful features for IT management, emphasizing automation to eliminate repetitive tasks and streamline operations. It integrates seamlessly with remote desktop solutions, making remote management straightforward. The platform supports robust patch management, ticketing, and remote access, enhancing productivity and resource allocation. While its scalability and deployment are top-tier, users find room for improvement in areas like reporting, visibility, and ease of navigation. Some users experience slow support response times, and complex scripting can be cumbersome. Despite these challenges, it remains a valuable asset for managed service providers.

What are the key features of ConnectWise Automate?

Automation: Reduces repetitive tasks, boosting efficiency.
Remote Desktop Integration: Smooth remote access for managing IT environments effortlessly.
Patch Management: Essential for maintaining system updates and security.
Ticketing System: Streamlines workflow for incident management.
Scalability: Supports business growth with scalable infrastructure.

What benefits and ROI can users expect from ConnectWise Automate?

Time Savings: Automation capabilities free up time for strategic tasks.
Increased Efficiency: Streamlined processes lead to better resource allocation.
Improved Support: Reliable technical support enhances stability.
Cost-Effective Operations: Efficient management reduces unnecessary expenses.

Organizations in networking, managed service providers, and client administration use ConnectWise Automate for patch management, desktop oversight, and incident resolution. It's crucial for inventory tracking, system management, and remote support, enhancing professional services and integrating with ticket systems for effective troubleshooting and workflow management. Its adaptability supports diverse customer environments and facilitates task automation, maintaining efficient operation across IT networks.

ConnectWise

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Kaseya VSA offers comprehensive IT management, featuring remote and patch management alongside automation. Its efficient administration and security improvements make it a reliable choice for managed IT services.

Kaseya VSA is a robust platform used for remote management, patch and inventory management, monitoring, and automation, making it an ideal choice for managed service providers. Its integration with Kaseya BMS and flexible configuration enhance technical support tasks while robust security measures have been improved since past breaches. However, it requires improvements in security, patch management, mobile device management, and support for various platforms including Mac. Users face challenges with outdated interfaces and cumbersome reporting, needing better integration with technologies like Azure.

What are the most important features of Kaseya VSA?

Live Connect: Offers immediate remote access without user interruption, maintaining productivity.
Patch Management: Efficiently manages software updates and security patches.
Automation: Reduces manual efforts with automated IT tasks.
Integration with Kaseya BMS: Seamlessly connects with other systems for enhanced operations.
Remote Management: Provides tools for troubleshooting and system administration.

What benefits or ROI should you expect?

Time-Saving: Remote access and automation minimize downtime, boosting efficiency.
Cost-Effective: Centralized management lowers operating costs by reducing manual labor.
Enhanced Security: Improved security features help protect networks and data.
Customer Satisfaction: Efficient technical support improves user experience.
Flexibility: Customization options tailor the system to specific business needs.

In industries like healthcare, finance, and retail, Kaseya VSA is implemented to manage complex IT environments, support network security compliance, and automate routine tasks. Managed service providers leverage its capabilities for client network support, ensuring secure, efficient IT operations.

Kaseya

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

Sage UK, MSP, CodeBlue Ltd, Connect Work Place Solutions, All Covered, 501cTech, Chairo Christian School, Green Duck

Buyer's Guide

Remote Monitoring and Management (RMM)

May 2026

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