ConnectWise PSA vs Freshdesk comparison

Why PeerSpot?

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 #5 with an average rating of 8.1. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 93% of Freshworks users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and ConnectWise PSA compete in customer support and project management categories. Freshdesk appears to have an advantage in ease of integration and user-friendliness, while ConnectWise PSA excels in project management and integration capabilities.

Features: Freshdesk enhances customer service management through easy ticket automation and flexible integrations from email and social media. It offers remote accessibility and customization, which users find valuable. ConnectWise PSA provides robust project management with extensive automation, ideal for end-to-end service management from sales to delivery. Its integration abilities are beneficial for tech-heavy workflows.

Room for Improvement: Freshdesk could improve in customization of the solutions center and ticket statuses, as well as simplifying API integration for multiple team member management on tickets. ConnectWise PSA users suggest enhancing search functions within tickets and addressing UI clunkiness, while increasing mobile app functionality and third-party integrations.

Ease of Deployment and Customer Service: Freshdesk's multiple public cloud deployment options receive mixed reviews regarding technical support effectiveness. Users find the support team knowledgeable but less responsive for complex issues. ConnectWise PSA offers hybrid and private cloud deployments, seen as more suited to tech-heavy environments, though users cite setup complexity and documentation needs for ease of use.

Pricing and ROI: Freshdesk's pricing model is competitive, especially against competitors like Zendesk, offering ROI through cost efficiency. Yet some users find it expensive due to additional integration fees. ConnectWise PSA's pricing structure, while justified by its features, might not fit smaller companies due to its licensing approach, showing ROI but requiring a higher investment aligning with larger business needs.

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

Buyer's Guide

ConnectWise PSA vs. Freshdesk

September 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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Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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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

"For us, the features of Automation Anywhere help us scale our automations and standardize our processes."

"The flexibility which has been built into it is its most valuable feature."

"It is very easy for anybody to learn."

"The solution has helped us increase productivity."

"The technical support has been good in my experience. However, you need to use the latest version to get the right level of support. If it is an end-of-life version, you might not get support from Automation Anywhere."

"Automation Anywhere offers valuable features, including command packages for PDF, Windows, XML, and Excel, as well as universal recording capabilities."

"My experience with the deployment of the solution is positive; it's fast, and we have not encountered any problems related to that."

"The training and resources for this tool are very good, they are so simple that anyone can easily learn it, and one of the tool values is its ease of use."

More Automation Anywhere pros

"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."

"We're using the solution for ticketing and billing, and those features are useful."

"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."

"It's a nice ticketing system."

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

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

"The most valuable feature is the management of projects from start to finish."

"We use this solution because it does everything we need as opposed to other programs that are always missing one feature or another."

More ConnectWise PSA pros

"It's a product that is very easy to use and very user-friendly."

"These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them."

"Getting Freshdesk was like a breath of fresh air because it was simple to use and required zero or negligible training effort on the part of my team."

"Our customer service is built around it, and has been for years."

"The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."

"When it is the appropriate solution, Freshdesk is fantastic."

"Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

More Freshdesk pros

Cons

"In the version that we have, there are some challenges with the browser-based applications, the cloning of the objects, and the solution's stability."

"At some places, the if-else statements become so confusing so, at that place, they can change the UI for better understanding. Apart from this I liked this tool and would like to continue working on this."

"The availability of material in terms of more technical documentation could be improved, particularly in-depth information about how things can be done."

"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents. Most of the automation tools that we have in the market are not able to get an accuracy of close to 80 to 90 percent on hand-written documents. So, I'm eagerly looking at a release from Automation Anywhere, wherein they could plug in an LP or look at some sort of a platform which could convert hand-written documents into a readable format. If they could bring in they own platform, this would make a big in-roads for the entire automation industry."

"I would like to see a built-in read-only role for the control room so that the bot creators can log in and monitor the production environment without any auditing concerns."

"It would be better to make it more user-friendly so that individuals with no experience can pick it up pretty quickly."

"My experience has been that if the person who codes the bot is not very well-trained, then they might create unstable bots. So, it's not the platform. It is just how somebody has coded the bots which can bring lot of instability to them. I recommend that when you are using a coder that the person well-trained and have a good amount of experience already working on bots. They shouldn't be newbie or beginner who comes in to code because that will impact the quality of the code itself."

"I would like more integration into the entire Microsoft Suite of products, not just Excel."

More Automation Anywhere cons

"Not a good ticketing system"

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

"Sometimes it is a little bit slow, which is the only complaint I have about it."

"The technical support of ConnectWise PSA is not very good."

"ConnectWise PSA’s graphical interface is a little old."

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

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

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

More ConnectWise PSA cons

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

"Technical support is not the best. It could be much, much better and offer better support to users."

"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."

"The solution's inbound calls could be improved."

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."

"I would like to see a little bit more color in the solution."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

More Freshdesk cons

Pricing and Cost Advice

"Automation Anywhere's pricing is significantly higher than other RPA solutions."

"The Community Edition is a good offering from the company."

"We have a few licenses. They cost roughly $10,000 each."

"I think the solution's pricing is reasonable."

"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

"It has good licensing costs which are average for the market."

"We have seen ROI in terms of cost and time with a couple of our projects."

More Automation Anywhere pricing and cost advice

"The pricing of ConnectWise Manage is reasonable."

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

"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 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."

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

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

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"It is costly."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"The pricing is pretty manageable and acceptable."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

More Freshdesk pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

16%

Outsourcing Company

11%

Performing Arts

Financial Services Firm

Construction Company

11%

Manufacturing Company

Financial Services Firm

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	6
Large Enterprise	13

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 needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

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What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...

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What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs ConnectWise PSA

Compared 11% of the time

JIRA Service Management vs ConnectWise PSA

Compared 8% of the time

IT Care Center vs ConnectWise PSA

Compared 7% of the time

Freshservice vs ConnectWise PSA

Compared 5% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

More ConnectWise PSA Competitors

ServiceNow vs Freshdesk

Compared 10% of the time

Zendesk vs Freshdesk

Compared 6% of the time

JIRA Service Management vs Freshdesk

Compared 6% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 4% of the time

IFS Cloud Platform vs Freshdesk

Compared 3% of the time

More Freshdesk Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

September 2026

Download ConnectWise PSA product report

Buyer's Guide

Freshdesk

September 2026

Download Freshdesk product report

Also Known As

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

ConnectWise Manage

No data available

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

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

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

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

Buyer's Guide

ConnectWise PSA vs. Freshdesk

September 2026

Free Report: ConnectWise PSA vs. Freshdesk

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

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