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 platform is easy to use."
"The search function is really good. To have a single place where we have the account information stored is probably most valuable."
"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."
"The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"Contains every feature that a VAR or MSP would want."
"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The solution has been stable."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"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."
"It allowed the development team to concentrate on the client’s requirements instead."
"You can just register and within five to minute minutes, you are ready to go."
"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."
"Freshservice's best feature is its user-friendliness."
"Sometimes it is a little bit slow, which is the only complaint I have about it."
"It needs to be easier to share tickets between users who need to work together."
"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."
"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."
"The speed could be better, and the reporting could be a lot better."
"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Not integrated with Google."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"I am not too happy with the page layout or screen layout since it always looks messy."
"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."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"We'd like better integration with other products."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
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.
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