We performed a comparison between ConnectWise Automate and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about NinjaOne, Kaseya, TeamViewer and others in Remote Monitoring and Management (RMM)."The initial setup is easy and the deployment is quick."
"A good automated scripts feature."
"This product saves us a lot of time and increases our efficiency."
"It is very scalable."
"The database is great. It's a nicely ordered database."
"The most value we get from this solution is that everything is on a patch cycle."
"ConnectWise Automate's interface is pretty easy to use. It's pretty intuitive to get around and navigate it. It does what I need, which is usually connecting to the client and customers systems."
"Remote access and detailed monitoring help us support our equipment."
"Freshservice's best feature is its user-friendliness."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"Depending on the size of your organization, is pretty standard and useful."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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."
"The solution has been stable."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."
"There could be better linkages between ConnectWise Automate and Manage from a ticketing perspective. Automate and Manage each has its own ticketing system. We use the one in Manage, but it'd be nice if they were linked directly to the one in Automate."
"They always change the GUI to some dumb-down version of tiles which are more "user-friendly", but slows my team down in the end."
"The project management needs improvement and there's a section of the product called configuration that also needs to be improved."
"Their support needs to be better."
"I have a problem with the reports available on the solution. I don't understand how to work with the reporting functionality. For example, when I want to give a report for a specific machine, ConnectWise doesn't seem to have this as an option. I'm not sure if I'm missing something, or if the reporting functionality is just poorly conceived."
"The fixed client for Automate is slow. The web client is not very intuitive."
"In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Freshservice's technical support has issues with delays and translations."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Freshservice could improve the delegation and workflow management features."
"Freshservice could improve the integration with Microsoft Outlook."
"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."
"It's hard to interact directly with the users themselves."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
ConnectWise Automate is ranked 7th in Remote Monitoring and Management (RMM) with 15 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. ConnectWise Automate is rated 7.4, while Freshservice is rated 8.0. The top reviewer of ConnectWise Automate writes "Responsive, integrates well with other applications, and the technical support is helpful". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". ConnectWise Automate is most compared with ConnectWise RMM, Kaseya VSA, NinjaOne, Microsoft Configuration Manager and Tanium, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus.
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