What users are saying about
Top Rated
329 Ratings
Top Rated
86 Ratings
Top Rated
329 Ratings
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Score 7.8 out of 100
Top Rated
86 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Freshservice ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.9

ConnectWise Manage

79%
8.1

Freshservice

81%
Freshservice ranks higher in 6/9 features

Organize and prioritize service tickets

8.1
81%
79 Ratings
9.0
90%
47 Ratings

Expert directory

7.4
74%
45 Ratings
7.0
70%
37 Ratings

Subscription-based notifications

7.5
75%
52 Ratings
8.4
84%
37 Ratings

ITSM collaboration and documentation

8.0
80%
59 Ratings
8.0
80%
41 Ratings

Ticket creation and submission

7.9
79%
79 Ratings
N/A
0 Ratings

Ticket response

8.3
83%
78 Ratings
N/A
0 Ratings

Service restoration

N/A
0 Ratings
7.7
77%
30 Ratings

Self-service tools

N/A
0 Ratings
8.5
85%
45 Ratings

ITSM reports and dashboards

N/A
0 Ratings
7.7
77%
40 Ratings

Self Help Community

7.8

ConnectWise Manage

78%

Freshservice

Feature Set Not Supported
N/A
ConnectWise Manage ranks higher in 2/2 features

External knowledge base

8.4
84%
60 Ratings
N/A
0 Ratings

Internal knowledge base

7.2
72%
70 Ratings
N/A
0 Ratings

Multi-Channel Help

7.6

ConnectWise Manage

76%

Freshservice

Feature Set Not Supported
N/A
ConnectWise Manage ranks higher in 5/5 features

Customer portal

7.3
73%
71 Ratings
N/A
0 Ratings

IVR

8.9
89%
18 Ratings
N/A
0 Ratings

Social integration

7.0
70%
25 Ratings
N/A
0 Ratings

Email support

7.8
78%
71 Ratings
N/A
0 Ratings

Help Desk CRM integration

7.2
72%
67 Ratings
N/A
0 Ratings

ITSM asset management

ConnectWise Manage

Feature Set Not Supported
N/A
8.0

Freshservice

80%
Freshservice ranks higher in 3/3 features

Configuration mangement

N/A
0 Ratings
8.6
86%
39 Ratings

Asset management dashboard

N/A
0 Ratings
7.9
79%
41 Ratings

Policy and contract enforcement

N/A
0 Ratings
7.5
75%
30 Ratings

Change management

ConnectWise Manage

Feature Set Not Supported
N/A
8.2

Freshservice

82%
Freshservice ranks higher in 3/3 features

Change requests repository

N/A
0 Ratings
8.5
85%
38 Ratings

Change calendar

N/A
0 Ratings
7.9
79%
32 Ratings

Service-level management

N/A
0 Ratings
8.4
84%
38 Ratings

Attribute Ratings

  • Freshservice is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating

Likelihood to Recommend

7.0

ConnectWise Manage

70%
111 Ratings
8.7

Freshservice

87%
48 Ratings

Likelihood to Renew

4.7

ConnectWise Manage

47%
26 Ratings
9.1

Freshservice

91%
1 Rating

Usability

5.7

ConnectWise Manage

57%
25 Ratings
8.8

Freshservice

88%
6 Ratings

Availability

8.0

ConnectWise Manage

80%
7 Ratings

Freshservice

N/A
0 Ratings

Performance

1.0

ConnectWise Manage

10%
13 Ratings

Freshservice

N/A
0 Ratings

Support Rating

4.6

ConnectWise Manage

46%
32 Ratings
10.0

Freshservice

100%
15 Ratings

Online Training

5.0

ConnectWise Manage

50%
8 Ratings

Freshservice

N/A
0 Ratings

Implementation Rating

1.0

ConnectWise Manage

10%
8 Ratings
8.2

Freshservice

82%
1 Rating

Product Scalability

1.0

ConnectWise Manage

10%
7 Ratings

Freshservice

N/A
0 Ratings

Likelihood to Recommend

ConnectWise Manage

I really enjoy ConnectWise, it is a massive step forward. The ability to see all departments working towards the same goal and having full visibility on account activity is massive to our business. Only some small tweaks would go a long way to making this even easier for sales managers to keep tabs on active prospects and lead generation.
Anonymous | TrustRadius Reviewer

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

Pros

ConnectWise Manage

  • Tickets- Customers can email and a ticket is generated and falls under their profile for historical records. You can save documents and select if they are customer facing or only internal facing. The option as well to have communication in tickets whether its internal facing or customer facing is nice to have when you're trying to keep a record or important details for just internal means and the customer doesn't have to see all the jargon.
  • Procurement - It's great to have this integrate with Quosal Sell. Quotes being processed into opportunities and then into a sales order which connects to a ticket or project is pretty easy to use. It does have a learning curve but once you get the hang of it, it's straightforward. Everything is pretty connected, whether keeping track of products customers have purchased historically through us, to knowing what ticket is associated to an RMA.
Alissa Levanway | TrustRadius Reviewer

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Cons

ConnectWise Manage

  • I will say the calendar option needs a little bit of work.
  • A calendar that looks more like lets say a Google Calendar would a nice feature.
  • Better Knowledge base section.
  • We attempted to get very good use out of the Knowledge however due to not really being able to organize it and it being very hard to navigate we had to go a different route for our documentation.
  • Possibly adding a cleaner user interface and adding more customization for the organization of companies would help.
  • A better layout for reporting would also be something good to have.
  • The layouts available are so difficult to put together to get what you want out of a report. Virtually makes it impossible to get what you want out of them.
John Trevino | TrustRadius Reviewer

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Pricing Details

ConnectWise Manage

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$35 Per Tech Per Month

ConnectWise Manage Editions & Modules

Edition
Subscription$35.001
  1. Per Tech Per Month
Additional Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Starting Price

$19 Per Month Per User

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Likelihood to Renew

ConnectWise Manage

ConnectWise Manage 4.7
Based on 26 answers
ConnectWise has uniquely positioned themselves with the Modern Office Suite to have direct integration with a nearly full suite of tools for MSPs. Although each tool may not necessarily be the absolute best tool on the market, the efficiencies leveraged through direct integration make the entire suite an obvious choice for most companies.
Delano Collins | TrustRadius Reviewer

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Usability

ConnectWise Manage

ConnectWise Manage 5.7
Based on 25 answers
I have been using ConnectWise since 2004 and I am impressed with the progress they have made. However, there are still bugs that don't work quite like they should. If I were to run reports and get consistent answers along with a couple other annoyances, then I would score CW as a 10
Wes Jensen | TrustRadius Reviewer

Freshservice

Freshservice 8.8
Based on 6 answers
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Anonymous | TrustRadius Reviewer

Reliability and Availability

ConnectWise Manage

ConnectWise Manage 8.0
Based on 7 answers
We use the cloud version of ConnectWise and in the last 5 years it has never been down for us during business hours. I can only recall 1 time when it was not available during off hours when we wanted to use it.
Farrell Lusher | TrustRadius Reviewer

Freshservice

No score
No answers yet
No answers on this topic

Performance

ConnectWise Manage

ConnectWise Manage 1.0
Based on 13 answers
Some tab for certain areas load speeds could be better. Dashboards can load slowly when they reference multiple reports. Some reports can load slowly based on the tables and views they are accessing. At times the SQL queries being performed in the background can actually timeout and a tab or screen will fail to load.
David Pavuk | TrustRadius Reviewer

Freshservice

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Manage

ConnectWise Manage 4.6
Based on 32 answers
The front line support techs are wildly inconsistent when it comes to the level of support. Sometimes you get someone who just wants to throw links to University documentation at you, sometimes you get someone who truly tries to understand your issue and confers with peers and managers to find an answer, and sometimes you get someone who just wants to create a ticket and escalate immediately. If you ask three different techs the same question you will probably get three different answers, one of them being, "That's not possible."
Jennifer Henney | TrustRadius Reviewer

Freshservice

Freshservice 10.0
Based on 15 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Online Training

ConnectWise Manage

ConnectWise Manage 5.0
Based on 8 answers
We are a telecoms company. Whilst CW were very happy to sell us their product and tell us how good it is for telecoms. All the training material is geared towards IT MSP's. The on-line training material was virtually useless. We found the implementation a bit of a joke. They tried telling us 12 hours of implementation time would be sufficient to launch the product. We erred on the side of caution and paid for 24 hours. This was quickly eaten away and we were nowhere near ready to go-live. I find the on-line chat facility is of much more use for us.
Graham Green | TrustRadius Reviewer

Freshservice

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Manage

ConnectWise Manage 1.0
Based on 8 answers
Rather than letting them sell you a block of time for implementation, create a list of things that must be completed do declare the implementation complete. The implementer will have the discretion on what they set up and in what order. They will be trying to end their services in as little time as possible and may not get things set up right. You are best advised to hire a third-party wizard that has done many of these setups. Record the audio and video of all of your implementation sessions.
Charlie Meyer | TrustRadius Reviewer

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ConnectWise Manage

We reviewed a lot more products than those listed above but in the end, we are told by our business mentors to just pick one and use it - everything has its learning curves. However, all of the other products we tried couldn't even come close to what Connectwise Manage could provide. The information is detailed and a great way to keep track of your techs, your inventory, your support tickets and so much more.
Daren Anderson, MSIS | TrustRadius Reviewer

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Scalability

ConnectWise Manage

ConnectWise Manage 1.0
Based on 7 answers
ConnectWise seems to have a good understanding of the IT service industry. During the required onboarding training, they even preach configuring only features that you need right now, as you can always scale up later. The feature set for the most part takes into considerations all aspects of an IT business, whether small or enterprise, or growing from one to the next.
Nicolas Poague | TrustRadius Reviewer

Freshservice

No score
No answers yet
No answers on this topic

Return on Investment

ConnectWise Manage

  • At this stage in the game, we have been using the Connectwise Manage product for just one year. This basically means we're just getting out of the honeymoon part of the relationship and will now venture into getting our full value out of the software as we also begin to grow our business. We can't report on our ROI yet but we can't see ourselves living without a great PSA tool either.
  • The software has definitely enabled our projects manager to operate with more focus on the project itself, knowing that the finance details will be visible and closely scrutinized by the CFO prior to having an invoice or agreement created.
Daryn O'Shea | TrustRadius Reviewer

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

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