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 #7 with an average rating of 8.2. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

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PSA offers private and hybrid cloud deployment options but faces criticism for slow support responses and an outdated interface compared to Freshservice's more responsive service.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: August 2026).

Buyer's Guide

ConnectWise PSA vs. Freshservice

August 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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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.

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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

"I like Automation Anywhere's cloud-based nature. You don't need any on-prem infrastructure to host it."

"As for the stability of the product, we can use it in any use cases or to automate anything, like manufacturing or for the banking sector. We can automate all things. The stability is quite good. It is easy to use and user-friendly. You can automate whatever you do manually and day-to-day things work. We can automate repetitive tasks as well."

"One of the most valuable features is the error handler, as this command has helped me design bots that can handle multiple errors and exceptions."

"The scalability of this solution is good compared to others."

"Automation Anywhere aids in handling repetitive tasks, contributing to productivity and enhancing customer service, especially when combined with methodologies like Six Sigma."

"The technical support is fine. As soon as we raise an issue, we can get the technical support that we need. They provide the solutions to our issues."

"With our conversion from v11 to A360, there has been better ease of development of components within the control room for our development teams."

"Efficiency is something that has increased a lot. Productivity has increased a lot too."

More Automation Anywhere pros

"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."

"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."

"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."

"ConnectWise has changed the way our entire business works."

"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"The initial setup isn't too difficult."

More ConnectWise PSA pros

"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."

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

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

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"Freshservice is very user-friendly and easy to customize."

"It allowed the development team to concentrate on the client’s requirements instead."

"The solution has been stable."

More Freshservice pros

Cons

"Additionally, the user interface is quite outdated and could be more user-friendly. The licensing cost is also too high, which means many small-scale industries may not choose this product."

"We had had issues with scalability. Recently, we had a use case which we were working on, but we could not do it because Automation Anywhere could not connect to the system."

"The tools are fundamentally solid. However, when I think of self-healing, such as automation with a new prompt or a new Windows patch occurring, being able to handle those kinds of things on top of what Automation Anywhere already does and that automatically click through and do the reboots that are necessary to just have a clean run would be ideal."

"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."

"With any new upgrades, we have to make changes in the codes. To us, this means that the tool is not stable. We have been told by Automation Anywhere that this will be fixed in future releases."

"More interactions with PDFs would be great for Automation Anywhere."

"As a business user, I would like to have a feature wherein the bot is run on demand, whenever an email with a specific keyword or whenever a specific pers sends an email to the bot's email address."

"The initial setup was quite complex. We have faced an issue. During the initial implementation stages, it took longer than we expected. It affected our timelines to a certain extent."

More Automation Anywhere cons

"Reliability is definitely something that I have issues with, especially over a bad connection."

"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."

"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 helpdesk@connectwise.com to get it forwarded."

"The cloud platform has some slow days, which is an issue."

"The UX for general users can be improved as the UI is quite clunky and complicated."

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

"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."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

More ConnectWise PSA cons

"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."

"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."

"Currently, we can have only one plan per subscription. All users have to be on the same plan."

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

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

"The analytics could be better."

"It's still a new product, so there are some areas that are a little frustrating."

"While we're just starting with project management, I foresee some limitations with it two or three years down the line."

More Freshservice cons

Pricing and Cost Advice

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

"There may be room for the product to be more competitively priced to excel in the market."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"The major reason that we selected Automation Anywhere was the licensing model."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."

More Automation Anywhere pricing and cost advice

"The pricing of ConnectWise Manage is reasonable."

"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."

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

"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."

"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."

"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."

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

"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 pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"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."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

17%

Financial Services Firm

Performing Arts

Outsourcing Company

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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	16

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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 p...

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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 ...

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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 sys...

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What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

See all answers

What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs ConnectWise PSA

Compared 12% of the time

IT Care Center vs ConnectWise PSA

Compared 7% of the time

JIRA Service Management vs ConnectWise PSA

Compared 7% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

N-able MSP Manager vs ConnectWise PSA

Compared 5% of the time

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ServiceNow vs Freshservice

Compared 11% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 4% of the time

More Freshservice Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

August 2026

Download ConnectWise PSA product report

Buyer's Guide

Freshservice

August 2026

Download Freshservice product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

Flint

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

Freshworks

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

August 2026

Free Report: ConnectWise PSA vs. Freshservice

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

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