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Freshdesk vs ConnectWise PSA Comparison (2026)
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Good recommendations?
Freshdesk
4.5
(3.4K)5
2K
4
1.2K
3
166
2
33
1
18
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
ConnectWise PSA
4.1
(283)5
115
4
108
3
39
2
10
1
11
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Freshdesk helps businesses offer stellar customer service by combining omnichannel ticket management with helpdesk automations, SLA ...
No more hassling clients just to get paid. Make it easier to send invoices on time & track client payments with ConnectWise Manage business management platform.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
User reviews
4.5
3.4K
5
4
3
2
1
2K
1.2K
166
33
18
- Value for money
- Ease of use
- Features
- Customer support
81%
would recommend this app4.1
283
5
4
3
2
1
115
108
39
10
11
- Value for money
- Ease of use
- Features
- Customer support
60%
would recommend this appPros
“Freshdesk makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently.”
MP
Manijith P.
Graphics Hardware Engineer
“Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow.”
JD
Johny D.
CSO and Helpdesk Global Lead
“I've used it for almost a year in a customer support role, and it has helped streamline daily workflows through its clean UI, reporting features, and support tools.”
CL
CH L.
Customer experience specialist
Pros
“We integrate ConnectWise PSA with NinjaOne RMM, Sophos, UniFi networking solutions, and backup platforms, allowing information to be centralised and reducing the need to switch between multiple systems.”
JD
Josh D.
IT Support Engineer
“The automation and workflow capabilities can save significant time once configured properly, and the platform offers a comprehensive feature set that can scale with business growth.”
JD
Josh D.
IT Support Engineer
“The ticketing and ticket management capabilities are among its strongest features, providing good visibility of workloads, customer issues, and service performance.”
JD
Josh D.
IT Support Engineer
Cons
“The interface feels cluttered and messy at times, and the workflows can be confusing and difficult to navigate, especially when managing different features and settings.”
KA
Kosana A.
QA Analyst
“Some advanced automations and setting up certain integrations can be a bit complex at first if you don't have a technical background.”
PG
Pablo G.
Customer Support
“When viewing the ticket, there does not appear to be enough opportunities for some information to be provided, like the friendly name of the company.”
Jesse Z.
Software Developer
Cons
“There are also some minor quirks that can be frustrating, such as a ticket being updated by another engineer while you're writing a note, which can result in your text being lost unless you've copied it elsewhere first. While highly capable, some areas could be more intuitive and streamlined.”
JD
Josh D.
IT Support Engineer
“Way too much whitespace all over and information density is not there on the new version like the old one..”
DL
David L.
MSP Architect
“Due to the way tickets are received, formatting within tables can be lost, which can be frustrating.”
JF
Jake F.
Second Line Sysadmin
- Vendor responds to reviews
- Last review20 days ago
- Vendor responds to reviews
- Last reviewa month ago
Key features
- Total features104
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Accounting
- Accounting Integration
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Approval Process Control
- Artificial Intelligence
- Asset Lifecycle Management
- Asset Tracking
- Assignments and Tasks
- Attachments/Screencasts
- Audit Trail
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Availability Management
- Backup and Recovery
- Billable Items Tracking
- Billing & Invoicing
- Branding
- CRM
- Call Center Management
- Call Scripting
- Capacity Management
- Change Management
- Chat/Messaging
- Client Management
- Client Portal
- Co-Browsing
- Collaboration Tools
- Communications Strategy Development
- Community Forums
- Configurable Workflow
- Configuration Management
- Contact Management
- Contextual Engagement
- Contextual Response Generation
- Contract/License Management
- Conversation Archiving
- Create Content
- Cross-system Integration
- Customer Database
- Customer Interaction Automation
- Customer Profiles
- Customizable Branding
- Customizable Reports
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Synchronization
- Data Visualization
- Decision Making
- Document Management
- Document Processing
- Document Storage
- Drag & Drop
- Email Management
- Email Tracking
- Email to Case
- Employee Management
- Escalation Handling
- Expense Tracking
- Feedback Collection
- Financial Management
- Help Desk
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Reporting
- Inbound Identification
- Incident Management
- Independent Decision Making
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Inventory Management
- Invoice Management
- Issue Auditing
- Issue Management
- Issue Tracking
- Knowledge Base
- Knowledge Base Utilization
- Knowledge Management
- Lead Development
- License Management
- Live Chat
- Macros
- Maintenance Scheduling
- Mentions
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Coverage
- Multi-step Planning
- Multilingual Support
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- Open Listening
- Patch Management
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Procurement Management
- Progress Tracking
- Project Management
- Project Templates
- Project Time Tracking
- Projections
- Purchasing & Receiving
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Tasks
- Regulatory Compliance
- Remote Access/Control
- Remote Monitoring & Management
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Resource Allocation & Planning
- Resource Management
- Revenue Recognition
- Role-Based Permissions
- SSL Security
- Sales Reports
- Scheduling
- Seamless Escalation
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Single Sign On
- Social
- Social Media Integration
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Surveys
- Tagging System
- Targeted Emails
- Task Execution
- Task Management
- Team Inbox
- Templates
- Text
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Management
- Ticket Response User Experience
- Tickets
- Time & Expense Tracking
- Timesheet Management
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Widgets
- Workflow
- Workflow Management
- Workflow Optimization
- Workflows
- Total features107
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- API
- Access Controls/Permissions
- Accounting
- Accounting Integration
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Alerts/Escalation
- Alerts/Notifications
- All-Employee Access
- Approval Process Control
- Artificial Intelligence
- Asset Lifecycle Management
- Asset Tracking
- Assignments and Tasks
- Attachments/Screencasts
- Audit Trail
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automation
- Autonomous Task Execution
- Availability Management
- Backup and Recovery
- Billable Items Tracking
- Billing & Invoicing
- Branding
- CRM
- Call Center Management
- Call Scripting
- Capacity Management
- Change Management
- Chat/Messaging
- Client Management
- Client Portal
- Co-Browsing
- Collaboration Tools
- Communications Strategy Development
- Community Forums
- Configurable Workflow
- Configuration Management
- Contact Management
- Contextual Engagement
- Contextual Response Generation
- Contract/License Management
- Conversation Archiving
- Create Content
- Cross-system Integration
- Customer Database
- Customer Interaction Automation
- Customer Profiles
- Customizable Branding
- Customizable Reports
- Dashboard
- Dashboard Creation
- Data Import/Export
- Data Synchronization
- Data Visualization
- Decision Making
- Document Management
- Document Processing
- Document Storage
- Drag & Drop
- Email Management
- Email Tracking
- Email to Case
- Employee Management
- Escalation Handling
- Expense Tracking
- Feedback Collection
- Financial Management
- Help Desk
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Reporting
- Inbound Identification
- Incident Management
- Independent Decision Making
- Integrations
- Intelligent Routing
- Interaction Tracking
- Internal Discussion
- Inventory Management
- Invoice Management
- Issue Auditing
- Issue Management
- Issue Tracking
- Knowledge Base
- Knowledge Base Utilization
- Knowledge Management
- Lead Development
- License Management
- Live Chat
- Macros
- Maintenance Scheduling
- Mentions
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Coverage
- Multi-step Planning
- Multilingual Support
- Natural Language Interaction
- Notes
- Notifications
- Omnichannel
- Open Listening
- Patch Management
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Physical Media
- Prioritization
- Priority Case Alerts
- Proactive Assistance
- Proactive Chat
- Proactive Customer Outreach
- Proactive Engagement
- Problem Management
- Problem Solving
- Procurement Management
- Progress Tracking
- Project Management
- Project Templates
- Project Time Tracking
- Projections
- Purchasing & Receiving
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Recurring Tasks
- Regulatory Compliance
- Remote Access/Control
- Remote Monitoring & Management
- Reporting
- Reporting & Statistics
- Reporting/Analytics
- Resource Allocation & Planning
- Resource Management
- Revenue Recognition
- Role-Based Permissions
- SSL Security
- Sales Reports
- Scheduling
- Seamless Escalation
- Searchable Articles
- Self Service Portal
- Self-Serve Support
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Single Sign On
- Social
- Social Media Integration
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Supporting Documents
- Surveys
- Tagging System
- Targeted Emails
- Task Execution
- Task Management
- Team Inbox
- Templates
- Text
- Third-Party Integrations
- Ticket Collaboration
- Ticket Creation User Experience
- Ticket Management
- Ticket Response User Experience
- Tickets
- Time & Expense Tracking
- Timesheet Management
- Transcripts
- Trend Analysis
- Trends
- Two-Way Communication
- User, Role, and Access Management
- Visitor Activity
- Voice
- Widgets
- Workflow
- Workflow Management
- Workflow Optimization
- Workflows
Integrations
- Total integrations40
- Acronis Cyber Platform
- Airtable
- AlertOps
- Asana
- Asset Panda
- Auvik
- Avalara
- Bedrock Data
- Bitdefender Antivirus Plus
- Bitrix24
- BrightGauge
- Calendly
- Cavelo Attack Surface Management
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- ConnectWise Automate
- ConnectWise CPQ
- ConnectWise Cybersecurity Management
- ConnectWise RMM
- ConnectWise SIEM
- Constant Contact
- Domotz
- Dynamics 365 Business Central
- EasyDMARC
- Emersion
- Freshcaller
- Freshchat
- GitHub
- GlassHive
- Google Calendar
- Guardz
- Harvest
- INFIMA
- ITBoost
- Inky
- Intermedia Unite
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- Kaseya VSA
- Linear
- Liongard
- LogicMonitor
- MSP360 Backup
- Malwarebytes for Business
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Moovila
- NinjaOne
- NordLayer
- NordPass Business
- Okta
- OpenText Core Endpoint Protection
- OpsGenie
- PDQ Deploy & Inventory
- Planhat
- PowerDMARC
- QuickBooks Online
- QuickBooks Online Advanced
- STORIS
- Sage 200
- Sage 50 Accounting
- Salesforce Sales Cloud
- Salesforce Service Cloud
- ScreenConnect
- ShadowProtect
- Shopify
- Slack
- SmileBack
- SparkTG VCC
- SurveySparrow
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- Veeam Data Platform
- WordPress
- Xero
- Zapier
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- monday CRM
- x360Cloud
- x360Sync
- Total integrations53
- Acronis Cyber Platform
- Airtable
- AlertOps
- Asana
- Asset Panda
- Auvik
- Avalara
- Bedrock Data
- Bitdefender Antivirus Plus
- Bitrix24
- BrightGauge
- Calendly
- Cavelo Attack Surface Management
- Chargebee
- Claris FileMaker
- ClickUp
- CloudTalk
- ConnectWise Automate
- ConnectWise CPQ
- ConnectWise Cybersecurity Management
- ConnectWise RMM
- ConnectWise SIEM
- Constant Contact
- Domotz
- Dynamics 365 Business Central
- EasyDMARC
- Emersion
- Freshcaller
- Freshchat
- GitHub
- GlassHive
- Google Calendar
- Guardz
- Harvest
- INFIMA
- ITBoost
- Inky
- Intermedia Unite
- Intuit Mailchimp Email Marketing
- Jira
- Jotform
- Kaseya VSA
- Linear
- Liongard
- LogicMonitor
- MSP360 Backup
- Malwarebytes for Business
- Microsoft Outlook
- Microsoft Teams
- MightyCall
- Moovila
- NinjaOne
- NordLayer
- NordPass Business
- Okta
- OpenText Core Endpoint Protection
- OpsGenie
- PDQ Deploy & Inventory
- Planhat
- PowerDMARC
- QuickBooks Online
- QuickBooks Online Advanced
- STORIS
- Sage 200
- Sage 50 Accounting
- Salesforce Sales Cloud
- Salesforce Service Cloud
- ScreenConnect
- ShadowProtect
- Shopify
- Slack
- SmileBack
- SparkTG VCC
- SurveySparrow
- Textline
- Tidy
- Trello
- Trustpilot
- Twilio
- Unicommerce
- Veeam Data Platform
- WordPress
- Xero
- Zapier
- Zoho CRM
- Zoho Mail
- Zoom Workplace
- monday CRM
- x360Cloud
- x360Sync
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