We performed a comparison between ConnectWise PSA and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's a nice ticketing system."
"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 most valuable feature is the management of projects from start to finish."
"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for."
"It handles ticketing pretty well, and it's not something I have many critiques for."
"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."
"It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well."
"The initial setup isn't too difficult."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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."
"The solution has been stable."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"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."
"You can just register and within five to minute minutes, you are ready to go."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."
"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."
"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 third-party integrations and the UI. The UI is good but it could improve in the graphics."
"ConnectWise PSA’s graphical interface is a little old."
"The tracking inventory or the way it tracks the products is not very good."
"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."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"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."
"Not integrated with Google."
"It's hard to interact directly with the users themselves."
"I am not too happy with the page layout or screen layout since it always looks messy."
"The analytics could be better."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
ConnectWise PSA is ranked 15th in Help Desk Software with 19 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. ConnectWise PSA is rated 8.2, while Freshservice is rated 8.0. The top reviewer of ConnectWise PSA writes "Its macros, shortcuts and custom queries are really helpful ". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". ConnectWise PSA is most compared with ServiceNow, Datto Autotask Professional Services Automation, JIRA Service Management, Kaseya BMS and ManageEngine ServiceDesk Plus, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our ConnectWise PSA vs. Freshservice report.
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