Compare ConnectWise vs Freshworks

ConnectWise

Based on 81 reviews.

Freshworks

Based on 76 reviews.

Latest Research

Buyer's Guide

ConnectWise PSA vs. Freshservice

July 2025

Freshservice vs. ConnectWise PSA

Updated: July 2025

Buyer's Guide

ConnectWise PSA vs. Freshservice

July 2025

ConnectWise PSA vs. Freshservice

Updated: July 2025

Sample Customers

ConnectWise PSA

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

Freshdesk

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Freshservice

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

AnsweriQ

Freshly, SeatGeek, Avalara, Expedia

Popular Solutions

ConnectWise ScreenConnect

2 reviews

2 reviews

0 reviews

10 reviews

10 reviews

3 reviews

Top Industries

Computer Software Company

19%

Comms Service Provider

Performing Arts

Educational Organization

Computer Software Company

22%

Financial Services Firm

Educational Organization

Manufacturing Company

Quotes From Member Reviews

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

Most Helpful Reviews

David Hetherington
Manager, Technical Team at Expert It Solutions Alberta
As an MSP, we utilize ConnectWise RMM for the management of our client environment.
Read full review of ConnectWise RMM »
Anonymous User
Cyber Security Software Engineer at a tech services company
I do not have experience with ConnectWise SIEM for RMM, as I mostly work on Wazuh, and I have a team that handles...
Read full review of ConnectWise SIEM »
Anonymous User
CEO & Senior Automation Administrator at a tech services company
We are a vendor that provides ConnectWise, which is pretty complicated. The end users do not know how to operate it...
Read full review of ConnectWise Automate »

Review 1 of 3

Trilochana Gouda
IT manager at a comms service provider
We are using Freshservice for the IT ticketing system for business users.
Read full review of Freshservice »
Swamy Nanjundaiah
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
We utilize Freshdesk ( /products/freshdesk-reviews ) primarily for handling incoming tickets. The system auto-assigns...
Read full review of Freshdesk »
Poornima Kumari
Interviewee at a healthcare company
I was trained in the use of Freshteam over the course of one month as part of an internship at the company I've been...
Read full review of Freshteam »

Review 1 of 3

Customer Service

MikeChacker
IT Manager Global Service Delivery at a energy/utilities company
We haven't had to use technical support.
Read full review of ConnectWise ScreenConnect »
Anonymous User
Senior Marketing Analyst at a comms service provider
I would rate their technical support as 10 out of 10.
Read full review of ConnectWise ScreenConnect »
Anonymous User
Owner at a tech services company
Support for Control is good, but support for Automate is a joke.
Read full review of ConnectWise ScreenConnect »
Anonymous User
IT & Operations at a consumer goods company
N/A.
Read full review of ConnectWise ScreenConnect »
Anonymous User
CEO
Technical support is fine.
Read full review of ConnectWise ScreenConnect »
Anonymous User
Vice President International Business Development at a tech services company
As a general rule, our engineers like to do things themselves rather than contacting the software developer or the...
Read full review of ConnectWise PSA »
Anonymous User
President at IBF Consulting
I rate technical support as moderate: no phone support, only chat and email. I would also like to state they now...
Read full review of ConnectWise ScreenConnect »
Anonymous User
System Administrator/Engineer
They support us perfectly.
Read full review of ConnectWise ScreenConnect »
Steve Schick
Technology and Logistics Director at a media company
The only time I've ever had to contact tech support is to purchase additional licenses, and they would just send me...
Read full review of ConnectWise ScreenConnect »
Anonymous User
Network Administrator at a computer software company
We have a ConnectWise rep that we work with since we have so many of their solutions.
Read full review of ConnectWise PSA »
David Hetherington
Manager, Technical Team at Expert It Solutions Alberta
I rate their support and customer service with ConnectWise as good, as their support team is quick to answer chat...
Read full review of ConnectWise RMM »
Sanjay Ahluwalia
Manager of Implementation and Support
Tech support has been perfect. No issues so far.
Read full review of ConnectWise ScreenConnect »
Paul Christian
Owner
I have not had to deal with their tech support very much. When I have, I was not thrilled with their support. I do...
Read full review of ConnectWise ScreenConnect »
Anonymous User
IT Support Specialist at a tech services company
The technical support could be improved. Their process method is not effective. There are no phone calls for example....
Read full review of ConnectWise PSA »
Rick Maiolo
Director of Business Development at FrontBlade Systems Inc.
There are two levels of support. We have the lower level, which isn't done over the phone, and they've been very...
Read full review of ConnectWise PSA »
Tom Cross
President at Fairoaks IT
Technical support is okay. I would rate them at a seven out of ten. They are mostly helpful and responsive.
Read full review of ConnectWise PSA »
Anonymous User
NOC Manager at a tech services company
An eight out of 10.
Read full review of ConnectWise PSA »
Anonymous User
Sr. IT Solutions Architect at a computer software company
They definitely need better tech support. There's a lot of instances where we are kind of forced to go to them for...
Read full review of ConnectWise PSA »
Anonymous User
Senior Technical Support Specialist at a tech services company
I would give the technical support a 8/10. It has some great functions but coming from my past experience of using...
Read full review of ConnectWise ScreenConnect »
Anonymous User
Network Admin at a hospitality company
Technical Support wasn’t and hasn’t been needed.
Read full review of ConnectWise ScreenConnect »
Anonymous User
Field Service Tech at a retailer
I haven't had any issues getting assistance for a customer site using the vendor we partnered with. I've used them a...
Read full review of ConnectWise RMM »
Joe Reagan
Help Desk Manager at MYERS NETWORK SOLUTIONS
The few times I've had to call, when I first joined the company... Always excellent, professional, courtious,...
Read full review of ConnectWise PSA »
Chris Walters
VoIP Network Engineer at Infinet Solutions
From an end-user standpoint, I would say that technical support is decent, probably a seven or an eight out of ten....
Read full review of ConnectWise PSA »
Anonymous User
Chief Executive Officer at a tech services company
They have some good technical people, but sometimes, getting the right person is a chore.
Read full review of ConnectWise PSA »
Anonymous User
IT Network Specialist at a educational organization
I have never had to call tech support.
Read full review of ConnectWise ScreenConnect »
Anonymous User
CEO & Senior Automation Administrator at a tech services company
Technical support is really good. They are helpful and responsive.
Read full review of ConnectWise Automate »
Anonymous User
IT Support Specialist at a tech services company
The technical support on offer could be better. It's just the process that's not so good right now. For example,...
Read full review of ConnectWise Automate »
Anonymous User
Sage X3 Consultant at a tech services company
I can’t say as I haven’t needed them yet. The service just works.
Read full review of ConnectWise ScreenConnect »
Anonymous User
Sr. IT Solutions Architect at a computer software company
Their tech support is hit or miss from my experience. There are two support lines. You have the immediate chat where...
Read full review of ConnectWise Automate »
Anonymous User
Associate Director NSOC at a computer software company
I have had experience dealing with technical support. In the past, when I needed something, they were very helpful...
Read full review of ConnectWise Automate »

Review 1 of 30

Dedy Mulyadi
General Manager - Head of IT and Security at Centratama Group
Support is quite good.
Read full review of Freshservice »
Tim Guilder
Head of Production Technology at ITV
The customer support has always been very engaged and they're good at communicating. I appreciate that they let us...
Read full review of Freshservice »
ElvisHenriquez
Senior Services Manager at NextCom Systems Inc
Technical support is excellent. It's one of the best support providers I've ever worked with.
Read full review of Freshdesk »
JoseQuintero1
Senior Services Manager at a tech services company
Their technical support five years ago was quite fast, but that speed has been decreasing over time due to the growth...
Read full review of Freshsales »
Bijoykrishna Das
Analyst at Ametek India
The technical support team is very good.
Read full review of Freshservice »
Eslam Adel
Senior IT Service Delivery Specialist at Toshiba elaraby egypt
Until last June, I was contacting them, but we recently had two visits from the FreshWorks team. They offered to...
Read full review of Freshservice »
HeshamFouad
Quality and Technical Support Department Manager at dsquares
We have made use of the training academy and the technical support team from Freshdesk. Both have been very good...
Read full review of Freshdesk »
Cristina Neri
Sales Manager Managed Services and Digital Solutions at Alosys Communications
I don't have any issues owing to which I need to contact the solution's technical support.
Read full review of Freshsales »
Leandro-Coelho
Engenheiro de pré-vendas at Pise4
The technical support for this solution is good. We receive support from our distributor called Tech Data Synnex. I...
Read full review of Freshsales »
Sabrina Adhar
Call Centre Manager at a retailer
They offer customer support, and I would rate them a nine on a scale of one to ten, as their service meets our...
Read full review of Freshdesk »
Anonymous User
Senior Helpdesk at a non-profit
That would actually be another area they can improve because I feel like the ability to go in and contact support is...
Read full review of Freshservice »
Anonymous User
Director of IT at a wholesaler/distributor
They were decent. I was CC'd on a couple of emails when we were setting it up initially. There was some stuff about...
Read full review of Freshdesk »
Divya BC
CX Team at Padah Solutions
If we have any doubts, we have many articles available online. We contact the support team only in a worst-case...
Read full review of Freshservice »
Anonymous User
Business Systems Analyst at a transportation company
We literally have weekly meetings with them, and for the last two years, we've had some hit-and-miss experiences. The...
Read full review of Freshservice »
Oluwatosin Nelson
Product Manager at RelianceHealth
Support is very knowledgeable, so they know their products very well. They can almost always resolve your problem...
Read full review of Freshdesk »
Anonymous User
IT & Operations Manager at a financial services firm
I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them...
Read full review of Freshservice »
Emmanuel Manios
Lead Enterprise Support Technician at a retailer
I've only used them a couple of times. However, in every case that they've helped me out with, they've been very...
Read full review of Freshservice »
Yudhi Nr
Business Development Manager at Torch
I would the customer support an eight out of ten as they respond to our queries quickly.
Read full review of Freshsales »
reviewer783452
Senior Information Technology System Administrator at a insurance company
The technical support staff are responsive and reactive. We contacted support when we were having issues with...
Read full review of Freshservice »
Poornima Kumari
Interviewee at a healthcare company
The technical support is nice. When I was working with Freshteam I was able to ask Freshworks, the parent company,...
Read full review of Freshteam »
Anonymous User
IT Project Team Leader
We've used support in the past and have gotten good feedback and assistance. We are happy with the level of support.
Read full review of Freshservice »
Anonymous User
Head of IT Services at a financial services firm
Technical support is good. I give them 7/10.
Read full review of Freshservice »
Jesus Villanueva
Private at Private Entrepreneur
I have contacted technical support. It wasn't very easy. Even as a retailer partner, sometimes it was difficult to...
Read full review of Freshservice »
Anonymous User
Infrastructure Management at a financial services firm
I have not used the support from Freshservice.
Read full review of Freshservice »
Anonymous User
Presales Engineer at a tech services company
Freshservice support is very reactive and helpful when we have a question or issue. Technical support is totally free...
Read full review of Freshservice »
Swamy Nanjundaiah
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
Read full review of Freshdesk »
MilafZaid
Customer Service Manager at HOI
I've been in touch with technical support in the past. I'm not exactly satisfied with their level of support. It's...
Read full review of Freshdesk »
Anonymous User
IT & Operations Manager at a financial services firm
Their technical support could be improved. There have been times where we have been bounced around for simple issues....
Read full review of Freshservice »
Ashakir Akbar
SAP-Program Manager at Axium Packaging
Technical support is good and super fast.
Read full review of Freshdesk »
Srini Konakanchi
Vice President at Sysnet Global Technologies
The technical capabilities of the support team are good. However, they rely heavily on their partners to fill their...
Read full review of Freshdesk »

Review 1 of 30

Technical Support

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