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)."This product saves us a lot of time and increases our efficiency."
"We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."
"The initial setup is easy and the deployment is quick."
"It's a very good IT tool for a company that provides IT services. It is very helpful for technicians to work with the tool to see all of the customers in one place and then manage all of the computers in one place."
"Remote access and detailed monitoring help us support our equipment."
"It allows us to manage all client requests, jobs and invoicing."
"Maybe they could improve the capability to be multi-tenant."
"It is very scalable."
"It allowed the development team to concentrate on the client’s requirements instead."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"You can just register and within five to minute minutes, you are ready to go."
"The overall functionality of the product is excellent."
"Ability to scan barcodes and a great search feature."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"We found the initial setup to be very simple."
"The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly."
"The project management needs improvement and there's a section of the product called configuration that also needs to be improved."
"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."
"They could use some automated alerts particularly when we're talking about an MSP that might shoot over."
"This is a raw system. Of course, it has some flaws that could be improved. But, it's something that we will have to work with to get to the point where we need this, we request it and they do their best to make it happen."
"Scheduling of automation could be improved and made more simple."
"The fixed client for Automate is slow. The web client is not very intuitive."
"The menu doesn't always load properly."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The analytics could be better."
"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."
"Freshservice could improve the delegation and workflow management features."
"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 round robin ticketing feature that they have is not ideal."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
ConnectWise Automate is ranked 6th 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.
We monitor all Remote Monitoring and Management (RMM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
