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PSA offers private and hybrid cloud deployment options but faces criticism for slow support responses and an outdated interface compared to Freshservice's more responsive service.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 893,244 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

"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."

"The platform is easy to use."

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

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"ConnectWise Manage has made a difference in the connection to all of the other employees."

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

"Contains every feature that a VAR or MSP would want."

"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."

More ConnectWise PSA pros

"We find its ability to track what's going on with each request very valuable."

"One of the key benefits of Freshservice is license management."

"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."

"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."

"The most valuable aspect of the solution is the user experience."

"We have definitely seen a return on investment based on the use cases we have implemented."

"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

More Freshservice pros

Cons

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

"The custom reporting needs to be improved."

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

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

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

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

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

More ConnectWise PSA cons

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

"Freshservice's technical support has issues with delays and translations."

"You can't implement a complicated delivery workflow."

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved."

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"I experienced some delay in response time for non-function critical queries."

"I've had some problems with Freshservice's technical support. They often drag out cases by continually passing them on to other people, and they seem overeager to close tickets and sometimes mark them as resolved without checking first."

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

More Freshservice cons

Pricing and Cost Advice

"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 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."

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

"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."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

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

"The pricing is reasonable."

"The solution may be around 20,000 euros a year."

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

"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."

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...

See all answers

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 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

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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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