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Side-by-side record

Freshservice 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

Freshservice starts at $19 per seat, versus ScreenConnect at $27. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.6/5).

Full comparison

Freshservicefrom $19 per agent / month
ScreenConnectfrom $27 per month
Audyense Score76ASStrong29AS*Low
PositioningService, operations, and assets unifiedScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tierNoYes
DeploymentCloud / SaaSCloud / SaaS
Best fitSMB, Mid-market, EnterpriseStartup, SMB, Mid-market
Pricing plans
  • Starter$19
  • Growth$49
  • Pro$99
  • EnterpriseCustom pricing
  • Free or entry planFree
  • Higher tiersCustom pricing
Automation & macrosYesLow-code workflow automation and intelligent routing.—
CSAT & satisfaction surveysYesConfigurable CSAT/CES/NPS surveys with dedicated reporting.—
Knowledge base & help centerYesFull knowledge base with versioning, approvals, and AI-assisted drafting.—
Live chat & messagingPartialDelivered via a Freshchat integration, not native to core Freshservice.—
Omnichannel supportPartialAchieved mainly through companion Freshworks products (Freshchat, Freshcaller).—
Shared inbox & ticketingYesTicketing is inherently a shared/team inbox model across agent groups.—
SLA managementYesExplicit SLA management starting at the Growth tier.—
AI featuresYesFreddy AI Copilot, AI Agent, and AI Insights (add-on on lower tiers, included on Enterprise).—
Public APIYesDocumented REST API (v2) covering tickets, assets, problems, changes, and releases.—
Mobile appYesNative iOS/Android apps with ticket management and asset scanning.—
Reporting & dashboardsPartialBuilt-in analytics exist but customization is the most consistently criticized area.—
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 verified15+—
Aggregate rating4.6 · 1.3k reviews9.0 · No reviews yet
Integrations
SlackMicrosoft TeamsAzure Active DirectoryMicrosoft IntuneMicrosoft Active DirectoryAzure DevOps+9 more
—
Security & compliance
SOC 2ISO 27001GDPR
—
Pros
  • Clean, intuitive interface with fast admin and end-user onboarding.
  • Strong workflow automation that cuts manual ticket routing and escalation work.
  • Solid built-in asset management and CMDB alongside ticketing.
  • Good value-to-price ratio compared to enterprise ITSM tools like ServiceNow.
  • 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 is a recurring weak spot — often needs manual export to Excel for real customization.
  • Advanced features like change, problem, and release management are gated behind higher-priced tiers.
  • Mobile app functionality is more limited than desktop for some reviewers.
  • Complex automations and API integrations can surface occasional bugs and lag.
  • 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 Freshservice ↗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

Freshservice

Freshservice is an AI-powered IT service management (ITSM) platform from Freshworks, built on ITIL best practices. It unifies incident, change, and problem management with a connected asset database (CMDB) on one platform, aimed at mid-market and enterprise IT teams that need structured service delivery beyond a basic help desk.

A particularly good fit for: Mid-market and enterprise IT teams that need full ITIL processes (incident, problem, change, release) beyond a basic help desk. Organizations that want ITSM, asset management (CMDB), and IT operations in one connected platform rather than stitched-together point tools. Teams that need to go live quickly — reviewers cite fast onboarding and setup.

May be a poor fit if: Teams wanting a genuinely free plan — Freshservice only offers a 14-day trial, no forever-free tier. Organizations whose top priority is deep, highly customizable native reporting — this is the most consistently cited weak point across review platforms.

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

Freshservice: Published starting price $19 per agent / month

  • Starter$19 per agent / month
  • Growth$49 per agent / month
  • Pro$99 per agent / month
  • EnterpriseCustom pricing

ScreenConnect: Published starting price $27 per month

  • Free or entry planFree
  • Higher tiersCustom pricing

Capabilities worth validating

  • Freshservice: Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging, Omnichannel support Integrations include Slack, Microsoft Teams, Azure Active Directory, Microsoft Intune.
  • ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

  • Does Freshservice'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, Azure Active Directory 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.

  1. 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.
  2. Test the complete path through Slack, Microsoft Teams, Azure Active Directory: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. 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: Freshservice product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website