We performed a comparison between ConnectWise PSA and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature is the management of projects from start to finish."
"The platform is easy to use."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"The product has been pretty stable so far."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."
"Freshservice's best feature is its user-friendliness."
"It allowed the development team to concentrate on the client’s requirements instead."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Depending on the size of your organization, is pretty standard and useful."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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 really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The solution has been stable."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."
"The custom reporting needs to be improved."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"The speed could be better, and the reporting could be a lot better."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"It needs to be easier to share tickets between users who need to work together."
"The tracking inventory or the way it tracks the products is not very good."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The analytics could be better."
"Freshservice could improve the integration with Microsoft Outlook."
"Freshservice's technical support has issues with delays and translations."
"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."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"I am not too happy with the page layout or screen layout since it always looks messy."
"It's hard to interact directly with the users themselves."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. ConnectWise PSA is rated 8.2, while Freshservice is rated 8.0. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, ManageEngine ServiceDesk Plus and Kaseya BMS, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus. See our ConnectWise PSA vs. Freshservice report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk 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.
