Compare ConnectWise Automate vs. Freshservice
Quotes From Members
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros | |
"It allows us to manage all client requests, jobs and invoicing." "The implementation is nice and easy." "A good automated scripts feature." | "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." "The overall functionality of the product is excellent." |
Cons | |
"The project management needs improvement and there's a section of the product called configuration that also needs to be improved." "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 menu doesn't always load properly." | "They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan." "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." |
Pricing and Cost Advice | |
"Pricing and licensing are 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." "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month." |
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Ranking  | |
Views 4,909 Comparisons 3,877 Reviews 3 Average Words per Review 442 Rating 7.7 | Views 1,824 Comparisons 1,336 Reviews 2 Average Words per Review 855 Rating 8.5 |
Popular Comparisons | |
 Compared 15% of the time.  Compared 13% of the time.  Compared 11% of the time.  Compared 6% of the time. Compared 5% of the time. |  Compared 39% of the time.  Compared 9% of the time.  Compared 9% of the time.  Compared 6% of the time. Compared 4% of the time. |
Also Known As | |
| LabTech for IT Service Providers, ConnectWise Automate for Corporate IT Departments, ConnectWise Automate for IT Service Providers | Flint |
Learn | |
| ConnectWise | Freshworks |
Overview | |
ConnectWise Automate, formerly LabTech, is an IT management tool that helps deliver IT services at the speed of business. Our remote monitoring and management (RMM) platform provides powerful automation to discover & manage devices, monitor for problems, and automate action. Deliver streamlined reactive and proactive managed services, stop putting out fires, and start focusing on what matters most. See why over 5,500 partners worldwide chose ConnectWise Automate by visiting https://www.connectwise.com/software/automate or calling 877-522-8323. | Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp. |
Offer | |
Learn more about ConnectWise Automate | Learn more about Freshservice |
Sample Customers | |
| I-M Technology, Mainstay Technologies, PC Works Plus, Integrity IT, Kerkhoff Technologies Inc., Marathon Consulting, Christenberry Sales Company, EDTS, Secom Technology, Ready to View, ARRC Technology, DaVinci Digital, JNR Networks, Quinn Technology Solutions, PCIT, Liberty Technology, Capital Computers & Networks, Atlanta Technology Force, Doberman Technologies, First Column Enterprises, CisCom Solutions | Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport |
Top Industries | |
Computer Software Company32% Comms Service Provider16% Government6% Media Company6% | Computer Software Company25% Comms Service Provider19% Media Company10% Healthcare Company7% |
Company Size | |
No Data Available | Small Business71% Midsize Enterprise14% Large Enterprise14% |
Find out what your peers are saying about ConnectWise, LogMeIn, Kaseya and others in Remote Monitoring and Management Software. Updated: January 2021.
457,459 professionals have used our research since 2012.
ConnectWise Automate is ranked 1st in Remote Monitoring and Management Software with 3 reviews while Freshservice is ranked 11th in Help Desk Software with 2 reviews. ConnectWise Automate is rated 7.6, while Freshservice is rated 8.6. The top reviewer of ConnectWise Automate writes "Saves us a lot of time and money; some issues with menu loading". On the other hand, the top reviewer of Freshservice writes "Easy to use and implement with a good user interface". ConnectWise Automate is most compared with SCCM, Continuum Command, Kaseya VSA, SolarWinds MSP N-central and SolarWinds MSP Remote Monitoring & Management, whereas Freshservice is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Freshdesk and SolarWinds Web Help Desk.
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