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ConnectWise PSA
ConnectWise PSA
(514)
3.9 out of 5
ConnectWise PSA
By ConnectWise
Freshservice
Freshservice
(1,307)
4.6 out of 5
Freshservice
By Freshworks
Optimized for quick response
At a Glance
ConnectWise PSA
ConnectWise PSA
Star Rating
(514)3.9 out of 5
Market Segments
Small-Business (66.9% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ConnectWise PSA
Freshservice
Freshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Information
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plans
AI Generated Summary
AI-generated. Powered by real user reviews.
  • G2 reviewers report that Freshservice excels in user satisfaction, boasting a significantly higher overall score compared to ConnectWise PSA. Users appreciate its intuitive interface and modern tools, which streamline customer support management, making it a favorite among mid-market organizations.
  • Users say that ConnectWise PSA is particularly effective for managing multiple aspects of a managed service provider (MSP) business. Reviewers highlight its ability to integrate ticketing, time tracking, projects, and billing into one platform, which simplifies workflows and reduces manual tasks.
  • According to verified reviews, Freshservice stands out for its ease of use and setup, with many users praising the quick onboarding process. This has allowed organizations to consolidate various applications into a single platform, enhancing efficiency and reducing costs.
  • Reviewers mention that while ConnectWise PSA offers robust time tracking features, it sometimes struggles with configuration challenges, which can hinder its adaptability to specific workflows. Users have noted that the product could benefit from improved customization options.
  • G2 reviewers highlight the quality of support provided by Freshservice, with many users noting the responsiveness and helpfulness of the support team. This has contributed to a positive experience, especially for organizations that require assistance during implementation and ongoing use.
  • Users report that ConnectWise PSA, while effective for certain tasks, has a lower satisfaction rating in areas like ease of administration and product direction. This has led some users to seek alternatives that offer a more user-friendly experience and clearer product roadmap.
Pricing
Entry-Level Pricing
ConnectWise PSA
No pricing available
Freshservice
STARTER
$19.00
Browse all 3 pricing plans
Free Trial
ConnectWise PSA
No trial information available
Freshservice
Free Trial is available
Ratings
Meets Requirements
8.3
433
8.9
1,168
Ease of Use
7.2
439
9.2
1,170
Ease of Setup
6.2
223
8.8
953
Ease of Admin
7.1
211
9.0
957
Quality of Support
7.3
405
9.0
1,128
Has the product been a good partner in doing business?
7.4
210
9.1
932
Product Direction (% positive)
6.9
424
9.5
1,155
Features by Category
CRMHide 43 FeaturesShow 43 Features
7.3
168
Not enough data
Sales Force Automation
8.5
136
|
Verified
Not enough data
7.9
95
|
Verified
Not enough data
7.8
124
|
Verified
Not enough data
8.3
138
|
Verified
Not enough data
7.6
101
|
Verified
Not enough data
8.3
128
Not enough data
8.0
113
|
Verified
Not enough data
8.1
113
|
Verified
Not enough data
8.3
123
|
Verified
Not enough data
Marketing Automation
7.3
85
|
Verified
Not enough data
7.2
88
|
Verified
Not enough data
7.4
93
|
Verified
Not enough data
7.4
76
|
Verified
Not enough data
Customer Support
8.4
127
Not enough data
7.6
124
|
Verified
Not enough data
7.7
119
Not enough data
7.5
82
Not enough data
7.9
108
Not enough data
Reporting & Analytics
7.5
138
|
Verified
Not enough data
7.3
137
|
Verified
Not enough data
7.5
112
Not enough data
Mobile & Social
Feature Not Available
Not enough data
Feature Not Available
Not enough data
6.8
95
|
Verified
Not enough data
Platform
7.4
80
Not enough data
7.9
85
Not enough data
8.2
85
Not enough data
7.6
53
Not enough data
7.2
56
Not enough data
7.0
74
Not enough data
8.0
82
Not enough data
7.3
77
Not enough data
Integration
7.7
79
Not enough data
8.0
77
Not enough data
8.5
75
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - CRM
6.1
6
Not enough data
5.3
6
Not enough data
6.1
6
Not enough data
5.3
6
Not enough data
5.8
6
Not enough data
5.3
6
Not enough data
6.4
6
Not enough data
Marketing AutomationHide 47 FeaturesShow 47 Features
Not enough data
Not enough data
Email Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Online Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Lead Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Campaign Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Social
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting & Analytics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Marketing Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Help DeskHide 24 FeaturesShow 24 Features
7.3
254
Not enough data
Ticket and Case Management
8.5
231
Not enough data
8.3
228
Not enough data
8.3
224
Not enough data
8.4
214
Not enough data
8.1
201
Not enough data
7.8
216
Not enough data
8.3
224
Not enough data
8.4
167
Not enough data
Generative AI
6.3
9
Not enough data
6.1
9
Not enough data
Agentic AI - Help Desk
4.4
6
Not enough data
4.4
6
Not enough data
4.7
6
Not enough data
Communication Channels
7.6
178
Not enough data
8.5
212
Not enough data
7.7
136
Not enough data
7.1
109
Not enough data
7.5
77
Not enough data
Platform
6.5
85
Not enough data
7.7
96
Not enough data
8.4
104
Not enough data
7.8
86
Not enough data
7.5
195
Not enough data
7.5
203
Not enough data
IT Service Management (ITSM) ToolsHide 22 FeaturesShow 22 Features
Not enough data
8.5
430
Administration
Not enough data
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Service Desk
Not enough data
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
369
|
Verified
Management
Not enough data
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
286
|
Verified
Not enough data
8.2
230
|
Verified
Functionality
Not enough data
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
303
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Incident ManagementHide 16 FeaturesShow 16 Features
Not enough data
7.4
369
Monitoring
Not enough data
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Management Tools
Not enough data
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Generative AI
Not enough data
7.8
136
Not enough data
7.8
135
Agentic AI - Incident Management
Not enough data
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Professional Services AutomationHide 35 FeaturesShow 35 Features
6.4
51
Not enough data
Customer Management
7.3
48
Not enough data
6.9
49
Not enough data
5.7
44
Not enough data
6.7
51
Not enough data
Project Management
6.6
49
Not enough data
6.6
49
Not enough data
6.6
48
Not enough data
7.2
50
Not enough data
Accounting
6.7
48
Not enough data
7.3
48
Not enough data
6.8
47
Not enough data
6.6
44
Not enough data
6.5
44
Not enough data
Portfolio Management
6.1
44
Not enough data
6.0
43
Not enough data
6.1
43
Not enough data
6.2
42
Not enough data
Analytics
6.0
44
Not enough data
6.6
49
Not enough data
6.1
47
Not enough data
Administration
7.2
48
Not enough data
7.5
50
Not enough data
7.4
47
Not enough data
Platform
7.0
45
Not enough data
6.2
42
Not enough data
6.9
48
Not enough data
5.6
46
Not enough data
4.8
43
Not enough data
Generative AI
4.2
28
Not enough data
4.3
28
Not enough data
Artificial Intelligence - Professional Services Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Professional Services Automation
Not enough data
Not enough data
Not enough data
Not enough data
Customer Self-ServiceHide 17 FeaturesShow 17 Features
Not enough data
6.9
150
Generative AI
Not enough data
7.2
75
Self-Service Experience
Not enough data
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Self-Service Platform
Not enough data
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Agentic AI - Customer Self-Service
Not enough data
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
IT AlertingHide 8 FeaturesShow 8 Features
Not enough data
7.1
70
Generative AI
Not enough data
7.7
70
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Service DeskHide 19 FeaturesShow 19 Features
6.3
11
8.0
841
Incident Management
7.6
11
9.1
736
7.3
11
8.9
739
8.5
11
9.0
792
7.0
11
8.6
728
6.5
11
8.6
693
Reporting
7.3
11
8.6
774
7.7
11
8.2
637
6.5
11
8.2
616
Access & Usability
6.5
10
8.4
702
7.8
9
8.9
725
6.7
9
8.5
550
6.7
9
8.7
562
Agentic AI - Service Desk
4.2
6
7.1
8
6.1
6
6.7
8
5.0
6
7.1
8
4.7
6
6.7
8
4.2
6
7.1
8
4.4
6
6.7
8
4.7
6
6.7
8
Enterprise IT ManagementHide 18 FeaturesShow 18 Features
Not enough data
8.2
365
Analysis
Not enough data
7.6
175
Platform
Not enough data
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Security
Not enough data
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
ConnectWise PSA
ConnectWise PSA
Freshservice
Freshservice
ConnectWise PSA and Freshservice are categorized as Service Desk
Unique Categories
ConnectWise PSA
ConnectWise PSA is categorized as CRM, Professional Services Automation, Help Desk, and Marketing Automation
Freshservice
Reviews
Reviewers' Company Size
ConnectWise PSA
ConnectWise PSA
Small-Business(50 or fewer emp.)
66.9%
Mid-Market(51-1000 emp.)
26.9%
Enterprise(> 1000 emp.)
6.2%
Freshservice
Freshservice
Small-Business(50 or fewer emp.)
17.6%
Mid-Market(51-1000 emp.)
62.2%
Enterprise(> 1000 emp.)
20.2%
Reviewers' Industry
ConnectWise PSA
ConnectWise PSA
Information Technology and Services
60.0%
Computer & Network Security
8.4%
Computer Networking
5.3%
Computer Software
4.1%
Telecommunications
3.3%
Other
19.0%
Freshservice
Freshservice
Information Technology and Services
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
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ConnectWise PSA
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Freshservice
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Discussions
ConnectWise PSA
ConnectWise PSA Discussions
What applications does this tie to in order to maximimize use of other programs?
1 Comment
Glen G.
GG
I am not familiar with the programs you mention, but we somehow integrated with Hubspot for our sales and marketing teams. I was not part of the integration...Read more
Monty the Mongoose crying
ConnectWise PSA has no more discussions with answers
See all discussions
Freshservice
Freshservice Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
See all discussions
Ask ConnectWise PSA a QuestionContact ConnectWise PSA
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ConnectWise PSA
ConnectWise PSA
Freshservice
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