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."The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance."
"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."
"It's a nice ticketing system."
"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."
"The platform is easy to use."
"The product has been pretty stable so far."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"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."
"It allowed the development team to concentrate on the client’s requirements instead."
"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."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The speed could be better, and the reporting could be a lot better."
"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."
"Has a very outdated 90s interface and not all features are accessible via the mobile app."
"ConnectWise PSA’s graphical interface is a little old."
"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."
"The custom reporting needs to be improved."
"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 analytics could be better."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"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."
"Their analytics need improvement."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice's technical support has issues with delays and translations."
"Not integrated with Google."
"It's hard to interact directly with the users themselves."
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.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software 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.