ConnectWise PSA vs Freshservice 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 #8 with an average rating of 8.3. 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PSA offers private and hybrid cloud deployment options but faces criticism for slow support responses and an outdated interface compared to Freshservice's more responsive service.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: September 2026).

Buyer's Guide

ConnectWise PSA vs. Freshservice

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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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

"It is highly accurate and gets up and running in a very short period of time."

"Automation Anywhere has improved my organization by automating many rule-based and nonjudgmental processes in domains like telecommunications, human resources, financial services, and daily or monthly reporting."

"The most valuable feature is its easy to use."

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

"We have automated the daily reports and it will trigger automatically once jobs are completed from the backend database which has saved a lot of extra work for our team, saving workforce and time."

"The recorder feature for front end automation and email packages is the most valuable feature as it has more features and it makes the email server related tasks easier and more independent on the email client."

"By implementing it, we were able to solve the issue of automation, which we had almost given up on."

"The management works well."

More Automation Anywhere pros

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

"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 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."

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

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

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

"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."

"The product has been pretty stable so far."

More ConnectWise PSA pros

"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

"I would recommend this solution to others because it is good and the price is reasonable."

"The solution has been stable."

"We use the ticketing system primarily, which is very easy to use for all users."

"Freshservice was up and running without any expensive project planning, and all that without sacrificing features."

"The overall functionality of the product is excellent."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

More Freshservice pros

Cons

"They often provide good solutions, but sometimes they are unable to resolve issues, requiring users to find solutions independently, which can be time-consuming."

"Applications like Microsoft Power Automate do have zero-code systems. I've not done much research on Automtin Anywhere in comparison. However, if Automation Anywhere could also have something of that sort, that would be a game changer."

"My opinion is that we need to have a video or tutorial on how to implement these features, as well as seeing what results to expect."

"There are areas of improvement needed, such as complex decision-making skills. When updates are made, the IQ Bot's actions can be affected, leading to decision-making failures."

"Operationally, there's room for improvement, especially in the area of high-availability and deployment."

"Copilot is an area with a lot of scope for improvement. It's the number one thing to improve."

"We face issues when we need to increase volumes. Currently, it is failing for some reason, and we don't know the reason. It fails or stops, then we need to see what is going on. We have to fix that, then our developers need to rerun it. These are mostly practical challenges for our team who uses it on daily basis."

"There's potential for Automation Anywhere to integrate conversational types of tools and AI into their tool set, which would be really valuable."

More Automation Anywhere cons

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

"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."

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

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

"ConnectWise Manage can improve by having more integration with different software and have the process simple."

"Better documentation and access to the back end database would be nice."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"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."

More ConnectWise PSA cons

"Not integrated with Google."

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

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

"I'd like to see better reporting on changes and as well as enhancements to the task/time function."

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

"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."

"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

"Our annual licensing costs are about $500,000."

"The pricing for Automation Anywhere is reasonable."

"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."

"The pricing is reasonable and one can achieve ROI faster when compared to other tools."

"The price is very reasonable."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

"I do not know the price, but I am told that it is cheaper than UiPath."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

More Automation Anywhere pricing and cost advice

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

"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."

"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."

"The pricing of ConnectWise Manage is reasonable."

"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."

"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."

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

"The solution has an annual licensing model."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"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."

"Our licensing fee for Freshservice is $2,500 a year."

"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."

More Freshservice 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

10%

Manufacturing Company

10%

Outsourcing Company

10%

University

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	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...

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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 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

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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

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

Datto Autotask Professional Services Automation (PSA) vs ConnectWise PSA

Compared 4% of the time

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ServiceNow vs Freshservice

Compared 10% 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

BMC Helix ITSM vs Freshservice

Compared 3% of the time

More Freshservice 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

Freshservice

September 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

September 2026

Free Report: ConnectWise PSA vs. Freshservice

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

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