Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ConnectWise RMM
Score 6.9 out of 10
N/A
ConnectWise RMM is built upon the Asio platform and combines out-of-the-box automation coupled with robust automation that IT solution providers can use to deliver customized services to their customers. ConnectWise RMM aggregates both software and human elements, covers the spectrum of do-it-yourself (DIY) and do-it-for-you (DFY) delivery options, and integrates an intelligent automation engine. It’s a solution that reinvents how IT solution providers adopt, interact with and manage their…N/A
Freshservice
Score 8.6 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
Pricing
ConnectWise RMMFreshservice
Editions & Modules
No answers on this topic
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
Offerings
Pricing Offerings
ConnectWise RMMFreshservice
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscount available for annual billing.
More Pricing Information
Community Pulse
ConnectWise RMMFreshservice
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
ConnectWise RMMFreshservice
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ConnectWise RMM
-
Ratings
Freshservice
8.2
142 Ratings
1% above category average
Organize and prioritize service tickets00 Ratings9.0142 Ratings
Expert directory00 Ratings8.2100 Ratings
Service restoration00 Ratings7.985 Ratings
Self-service tools00 Ratings8.2126 Ratings
Subscription-based notifications00 Ratings8.1103 Ratings
ITSM collaboration and documentation00 Ratings8.0117 Ratings
ITSM reports and dashboards00 Ratings8.2122 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ConnectWise RMM
-
Ratings
Freshservice
7.6
114 Ratings
8% below category average
Configuration mangement00 Ratings7.6106 Ratings
Asset management dashboard00 Ratings7.7111 Ratings
Policy and contract enforcement00 Ratings7.378 Ratings
Change management
Comparison of Change management features of Product A and Product B
ConnectWise RMM
-
Ratings
Freshservice
8.1
109 Ratings
3% below category average
Change requests repository00 Ratings7.9103 Ratings
Change calendar00 Ratings7.987 Ratings
Service-level management00 Ratings8.3102 Ratings
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ConnectWise RMMFreshservice
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All AlternativesView all alternativesView all alternatives
User Ratings
ConnectWise RMMFreshservice
Likelihood to Recommend
7.3
(7 ratings)
8.7
(143 ratings)
Likelihood to Renew
-
(0 ratings)
8.7
(7 ratings)
Usability
-
(0 ratings)
9.5
(13 ratings)
Availability
-
(0 ratings)
9.0
(5 ratings)
Performance
-
(0 ratings)
7.9
(6 ratings)
Support Rating
-
(0 ratings)
8.3
(107 ratings)
In-Person Training
-
(0 ratings)
7.3
(1 ratings)
Online Training
-
(0 ratings)
7.2
(3 ratings)
Implementation Rating
-
(0 ratings)
9.1
(8 ratings)
Configurability
-
(0 ratings)
8.0
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(3 ratings)
Ease of integration
-
(0 ratings)
6.6
(7 ratings)
Product Scalability
-
(0 ratings)
8.1
(6 ratings)
Professional Services
-
(0 ratings)
8.6
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(4 ratings)
Vendor pre-sale
-
(0 ratings)
7.1
(5 ratings)
User Testimonials
ConnectWise RMMFreshservice
Likelihood to Recommend
ConnectWise
ConnectWise RMM is well suited for my small IT business to keep track of my many clients that a company like mine with less than 5 employees to monitor in one interface. It is very easy to implement, monitor and setup alerts. The monitor of patching is one of the main reasons we went with ConnectWise RMM. We use their ScreenConnect software as wells.
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Freshworks Inc
I have worked with several ticket systems in my career. Homegrown TicketIt, Remedy, Jira, ChangeGear, and FreshService have been the easiest to implement and use. I never have to explain how to complete a request to an end-user, as the fields are self-explanatory. We use about 80% of the product and continue to find ways to improve. Each month, some updates and fixes continually address our needs.
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Pros
ConnectWise
  • Provides lightweight, easy to install software agent to deploy to client devices
  • Robust reporting, including hardware & installed software reports
  • Provides generally stable service for remote access to client devices
Read full review
Freshworks Inc
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
Read full review
Cons
ConnectWise
  • We lost some functionality with LogMeIn after moving to Command - starting services, adding users in the background on PCs
  • Setting up MAC users is not easy
  • resolving existing tickets in the portal - understanding the ConnectWise notes
  • Account Management - Since ConnectWise took over, we have no idea who our account management team is.
  • Patch Management needs more improvement
Read full review
Freshworks Inc
  • Consistency across modules
  • Customization especially on the portal and search
  • Reporting filters are not consistent, some allow date range selection and most only allow predefined spans
  • Onboarding module is WAY too rigid
  • Offboarding module is not usable in it's current form
Read full review
Likelihood to Renew
ConnectWise
No answers on this topic
Freshworks Inc
Freshservice is pretty ingrained in our IT processes and policies. A replacement would take quite a while to do, but we are mostly satisfied with the service so we have no plans on moving.
Read full review
Usability
ConnectWise
No answers on this topic
Freshworks Inc
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
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Reliability and Availability
ConnectWise
No answers on this topic
Freshworks Inc
Downtime is minimal (it does happen but not often)
Read full review
Performance
ConnectWise
No answers on this topic
Freshworks Inc
There are days where it can get a bit slow for a short time, but these are rare and I wouldn't exactly blame it on their product. The system itself processes requests very quickly.
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Support Rating
ConnectWise
No answers on this topic
Freshworks Inc
I have only contacted support a couple of times but each time I did they were super responsive. It is very easy to contact support and it opens up a chat online window within your browser to talk to an agent and if they cannot answer it then they will log a ticket for level 2 support to pick the ticket up.
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In-Person Training
ConnectWise
No answers on this topic
Freshworks Inc
Training was enough to use the base website
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Online Training
ConnectWise
No answers on this topic
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
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Implementation Rating
ConnectWise
No answers on this topic
Freshworks Inc
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.
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Alternatives Considered
ConnectWise
Automate (LabTech) would be the aforementioned "heavy-duty" kind of RMM tool. It's big, it's complex, and very capable compared to Continuum Command. That said, the impetus is very much on the service provider to configure and maintain nearly 100% of the product, whereas in Continuum Command there is a lot that is maintained by their team for you. Even without paying for the premium NOC services, the cloud-first construction and other specific features (like the Windows patch testing and delaying, etc.) are clear wins over the more traditional RMMs like Automate. Automate certainly wins in the technical prowess department. Its scripting engine and level of customization are unrivaled across basically all of the rest of the tools out there. As such, it will be very interesting to see what happens now that these two products live under the same roof. Hopefully, someday, a powerful hybrid of the tool that ConnectWise can focus all development on that harness the positives of each. Keep your eyes peeled...
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Freshworks Inc
1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules 4. Reporting - easiest to produce reports in Freshservice 5. Workflows - Workflows are far superior and easier to configure as compared with other products Service Now is great for the above as well, but it comes at a far greater cost as compared.
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Contract Terms and Pricing Model
ConnectWise
No answers on this topic
Freshworks Inc
Was not able to update us proactively about our renewal causing lost of access
Read full review
Scalability
ConnectWise
No answers on this topic
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
Read full review
Professional Services
ConnectWise
No answers on this topic
Freshworks Inc
We did not have professional services.
Read full review
Return on Investment
ConnectWise
  • The product upgrades stay up to date with our business needs.
  • The product is an important part of our overall budget.
  • The product helps with the planning and success of our Department.
Read full review
Freshworks Inc
  • Fresh Service helped us organize, asking users to write to a specific email. This generates a ticket on our system
  • The user is always informed on the progress of the ticket and the activities carried out. He feels more pampered
  • Within the organization we have decreased the channels of engagement and this is extremely important for an IT organization
Read full review
ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management