Side-by-side record

Freshdesk vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

Freshdesk starts at $19 per seat, versus ScreenConnect at $27. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.4/5).

Full comparison

	Freshdeskfrom $19 per agent/month	ScreenConnectfrom $27 per month
Audyense Score	82ASStrong	29AS*Low
Positioning	AI-powered helpdesk and ticketing for growing support teams	ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tier	No	Yes
Deployment	Cloud / SaaS	Cloud / SaaS
Best fit	Startup, SMB, Mid-market, Enterprise	Startup, SMB, Mid-market
Pricing plans	Growth$19 Pro$55 Enterprise$89	Free or entry planFree Higher tiersCustom pricing
AI features	PartialFreddy AI Agent included with limited sessions; Freddy AI Copilot and extra sessions are paid add-ons.	—
Automation & macros	YesAutomations, scenario/macros and workflow rules from the Growth plan up (not on Free).	—
CSAT & satisfaction surveys	YesBuilt-in customer satisfaction (CSAT) surveys.	—
Knowledge base & help center	YesSelf-service knowledge base on all plans; multilingual on Pro+.	—
Live chat & messaging	PartialLive chat comes via Freshchat / the Freshdesk Omni bundle, not core Freshdesk ticketing.	—
Omnichannel support	PartialFull omnichannel (chat, phone, social, messaging) requires upgrading to Freshdesk Omni.	—
Public API	YesDocumented REST API and webhooks for integrations.	—
Reporting & dashboards	YesCurated reports on all tiers; custom dashboards on Pro+, though reviewers find depth limited.	—
Shared inbox & ticketing	YesTeam inbox / shared ticketing is the core of the product.	—
SLA management	YesSLA policies from Growth; multiple SLA policies and business hours on Pro+.	—
Multiple agents	—	YesDocumented in the independently researched profile.
Remote Support	—	YesDocumented in the independently researched profile.
No interruptions	—	YesDocumented in the independently researched profile.
Secure information	—	YesDocumented in the independently researched profile.
Automated reconnection	—	YesDocumented in the independently researched profile.
Cross-platform compatibility	—	YesDocumented in the independently researched profile.
Browser extensions	—	YesDocumented in the independently researched profile.
Remote access	—	YesDocumented in the independently researched profile.
Unattended access	—	YesDocumented in the independently researched profile.
Simplified transfer of files	—	YesDocumented in the independently researched profile.
Roles & permissions	—	YesDocumented in the independently researched profile.
Shared toolbox	—	YesDocumented in the independently researched profile.
Remote meetings	—	YesDocumented in the independently researched profile.
Customization & branding	—	YesDocumented in the independently researched profile.
Integrations verified	1,000+	—
Aggregate rating	4.4 · 7.0k reviews	9.0 · No reviews yet
Integrations	SlackMicrosoft TeamsSalesforceHubSpotJiraShopify+9 more	—
Security & compliance	SOC 2 Type IIISO 27001GDPRHIPAA+1 more	—
Pros	Intuitive, clean UI that is easy for new agents to learn Fast, low-effort setup and implementation Robust automation, macros, and SLA workflows that improve efficiency Competitive pricing versus enterprise help desks like Zendesk	Independent review documents a concrete business workflow Documented capability: Multiple agents Documented capability: Remote Support Documented capability: No interruptions Documented capability: Secure information
Cons	Reporting and dashboards feel shallow versus competitors Customization options are limited on lower tiers Total cost climbs quickly once Freddy AI add-ons and extra channels are added Vendor support responsiveness can be inconsistent	Pricing and usage limits should be checked against the exact plan Implementation effort depends on the team's data and process maturity Reported outcomes should be validated with the buyer's own data
	Visit Freshdesk ↗	Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Freshdesk

Freshdesk is a cloud customer-support platform by Freshworks that centralizes email, portal, and social tickets into a shared inbox with automation, SLAs, a knowledge base, and Freddy AI. It is widely used by SMBs and mid-market teams for its quick setup and value, with omnichannel and live chat available via the Freshdesk Omni tier.

A particularly good fit for: SMB and mid-market teams consolidating email/portal support into shared ticketing Teams that want quick onboarding without heavy admin overhead Companies wanting a lower-cost alternative to Zendesk

May be a poor fit if: Teams needing deep, highly customizable analytics out of the box Buyers wanting full omnichannel/live chat without paying for the pricier Omni tier

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Freshdesk: Published starting price $19 per agent/month

Growth$19 per agent/month
Pro$55 per agent/month
Enterprise$89 per agent/month

ScreenConnect: Published starting price $27 per month

Free or entry planFree
Higher tiersCustom pricing

Capabilities worth validating

Freshdesk: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Slack, Microsoft Teams, Salesforce, HubSpot.
ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

Does Freshdesk's selected plan include the features and limits we need?
Does ScreenConnect's selected plan include the features and limits we need?
Does the exact integration path for Slack, Microsoft Teams, Salesforce support the sync direction, permissions, and volume we need?
Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
Test the complete path through Slack, Microsoft Teams, Salesforce: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Freshdesk product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website