ConnectWise PSA vs Freshservice comparison

ConnectWise and Freshworks are both solutions in the Help Desk Software category. ConnectWise is ranked #15 with an average rating of 8.0, while Freshworks is ranked #6 with an average rating of 8.3. ConnectWise holds a 1.3% mindshare in HDS, compared to Freshworks’s 3.6% mindshare. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

ConnectWise PSA

Read 21 ConnectWise PSA reviews

2,275 Views
1,706 Comparison Views

100% willing to recommend

Freshservice

Read 40 Freshservice reviews

6,589 Views
3,163 Comparison Views

97% willing to recommend

ConnectWise PSA

Freshservice

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Freshservice and ConnectWise PSA compete in IT service management solutions. Freshservice stands out for its mobile accessibility and user-friendly design, while ConnectWise PSA is preferred for detailed project and financial management capabilities.

Features: Freshservice features include incident management, workflow automation, and a mobile app that seamlessly supports IT asset management with AI-enhanced ticket routing. It integrates with third-party apps, making it easy to deploy. ConnectWise PSA excels in financial management and project tracking, providing deep integration with tools like ConnectWise Automate and an advanced ticketing system.

Room for Improvement: Freshservice could improve reporting, customization, and integration with Microsoft Outlook, alongside better analytics and project management features. ConnectWise PSA needs a more intuitive interface, enhanced integrations, and improved reporting and mobile accessibility, as well as customizable fields for detailed data management.

Ease of Deployment and Customer Service: Freshservice deploys easily on public and private clouds with responsive customer service, although some users experience support clarity issues. ConnectWise PSA offers private and hybrid cloud deployment options but faces criticism for slow support responses and an outdated interface compared to Freshservice's more responsive service.

Pricing and ROI: Freshservice offers various pricing tiers considered costly in certain markets but still provides good ROI with flexible licensing, making it affordable compared to competitors. ConnectWise PSA prices per user, posing a challenge for smaller teams due to higher costs, though both solutions deliver a good return on investment for comprehensive integrations.

To learn more, read our detailed ConnectWise PSA vs. Freshservice Report (Updated: April 2026).

Buyer's Guide

ConnectWise PSA vs. Freshservice

April 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:

Categories and Ranking

ConnectWise PSA

Ranking in Help Desk Software

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Business Management Software (1st), Professional Services Automation (PSA) (1st)

Freshservice

Ranking in Help Desk Software

6th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

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 (9th), AI IT Support (4th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of ConnectWise PSA is 1.3%, down from 2.2% compared to the previous year. The mindshare of Freshservice is 3.6%, down from 4.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.6%
ConnectWise PSA	1.3%
Other	95.1%

Help Desk Software

Featured Reviews

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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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

Quotes from Members

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

Pros

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"We use it for Business/Sales Management; it enables tracking of sales leads and opportunities."

"It handles ticketing pretty well, and it's not something I have many critiques for."

"Pretty much our whole company runs through ConnectWise Manage."

"My tool to manage my devices and my tool for ticketing are all in one."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"The initial setup isn't too difficult."

"The search function is really good. To have a single place where we have the account information stored is probably most valuable."

More ConnectWise PSA pros

"What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service."

"We found the initial setup to be very simple."

"Ability to scan barcodes and a great search feature."

"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."

"You can just register and within five to minute minutes, you are ready to go."

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

"All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy."

"The overall functionality of the product is excellent."

More Freshservice pros

Cons

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"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 login issues with the cache always needing to be cleared."

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. In ConnectWise, you can only search the summaries, which is ridiculous because it needs to be a usable knowledge base."

"The tracking inventory or the way it tracks the products is not very good."

"If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company."

"It needs to be easier to share tickets between users who need to work together."

"The speed could be better, and the reporting could be a lot better."

More ConnectWise PSA cons

"A chat bot needs to be added to the portal."

"Freshservice could improve the delegation and workflow management features."

"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."

"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."

"The analytics could be better. We would like better visualization of items and KPIs, et cetera."

"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."

"Freshservice could improve the integration with Microsoft Outlook."

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

More Freshservice cons

Pricing and Cost Advice

"There are some different add-ons and benefits that are optional and come at an additional cost."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"We're paying $940 a month for 14 users."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"The pricing of ConnectWise Manage is reasonable."

"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."

"Freshservice price is competitive, it is not more than other solutions on the market."

"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."

"The price of Freshservice could improve, it is expensive."

"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."

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

"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."

"The pricing is reasonable."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

University

10%

Manufacturing Company

Construction Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

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

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The pricing of ConnectWise PSA is affordable, although the only part where I find the...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with to get it forwarded. The configuration part...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing system and to automate systems. My main use cases with ConnectWise PSA include taki...

See all answers

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.

See all answers

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 ...

See all answers

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...

See all answers

Comparisons

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Compared 7% of the time

JIRA Service Management vs ConnectWise PSA

Compared 6% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

Datto Autotask Professional Services Automation (PSA) vs ConnectWise PSA

Compared 5% of the time

More ConnectWise PSA Competitors

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

More Freshservice Competitors

Product Reports

Buyer's Guide

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Also Known As

ConnectWise Manage

Flint

Overview

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

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

Sample Customers

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

ConnectWise PSA vs. Freshservice

April 2026

Free Report: ConnectWise PSA vs. Freshservice

Find out what your peers are saying about ConnectWise PSA vs. Freshservice and other solutions. Updated: April 2026.

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