WARNINGThis page is considered a work in progress and is more for example than truth.
PSA/Ticketing Product Matrix
Feature Matrix - Core Updated: Mar 2025 / Feature Data is updated daily.
ConnectWise | Datto | Freshworks | Halo Service Solutions | Syncro | ||
|---|---|---|---|---|---|---|
ConnectWise Manage | PSA | Datto Autotask PSA | Freshdesk | Halo PSA | Syncro | |
| Company | ||||||
Parent Parent Company | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Employee Size Size of the company or division | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Founded Year the company was founded | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Headquarters Location of company headquarters | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Public/Private Whether the company is publicly traded or privately held | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Acquisition Details about any acquisitions | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Architecture | ||||||
Cloud Cloud-based deployment option | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
On Premises On-premises deployment option | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
On Premises Database Access Direct access to the database in on-premises deployments | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Cloud DB Access Direct Access to the database in a cloud-deployment | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Hybrid Supports both cloud and on-premises deployment options | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
White Label Ability to rebrand the solution with your own branding | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Core Functionality | ||||||
Multi-Tenant Support Ability to manage multiple clients/organizations within a single instance | ✗ | ✓ | ✓ | ✓ | ✓ | ✓ |
Mobile App Dedicated mobile application for on-the-go access | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
API Access Provides API for custom integrations | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Multi-Timezone Support The ability to support multiple (global) timezones all at once from the end-user to the technician. | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Multi-Language Support Supports multiple languages or the ability to create your own language pack. | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Global Search Search globally from any area of the application, with options to filter down specifics. | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Ticketing | ||||||
Ticketing Core ticketing functionality | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Status Customization Ability to customize ticket statuses | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Scheduled / Recurring Ticket Creation Create tickets on a schedule or recurring basis | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Threaded Conversations Threaded conversation support in tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Email to Ticket creation Create tickets from incoming emails | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Automatic Replies Automated responses to tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Agent Calendar Integrations Calendar integration for technicians | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Dispatch / Ticket Assigning Assign and dispatch tickets to technicians | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Automated Dispatch / Assigning Assign and dispatch tickets automatically based on different types (Round Robin/Capacity) | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Area Type (Boards, Teams) Organize tickets by boards or teams | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Time Tracking Track time spent on tickets | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Action Based Work Types / Automatic Adjustments Action-based billing or automatic adjustments of time entries to properly match to the business. (After-Hours Calcs, Proper workrole billing) | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Service Level Agreements Support for service level agreements | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom SLA's (Per client, per contact) Client or contact-specific SLAs | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
SLA Options (Impact / Urgency) Configure SLAs based on impact and urgency | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Operational Level Agreements Support for operational level agreements | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Change Control System System for managing changes | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Knowledge Base / Internal Documentation Knowledge base for internal documentation | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Services Catalog Catalog of available services | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Opportunity Ticketing / Sales Ticketing Ticketing for sales opportunities | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Attachments Support for file attachments in tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Merging/Childing/Linking/Splitting Ability to relate tickets to each other | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Task Lists / Check List Task lists or checklists within tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Canned Response Templates Pre-defined response templates | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Work Role / Work Type Define different work roles or types | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Type / SubType Categorize tickets by type and subtype | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Follow Ticket(s) Ability to follow or watch tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Priorities Define and set ticket priorities | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom Fields Add custom fields to tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Add Products to Ticket Associate products with tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom Ticket Information Customize new ticket forms | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Deep RMM Integration Perform RMM actions from tickets | ✓ | ✓ | ✓ | ✗ | ✓ | Built-in RMM |
AI In Ticketing AI assistance in ticketing in general | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Public Notes / Private Notes Support for public and private notes | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Company/Contacts/Assets | ||||||
Company Management Manage client companies | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Child Companies Support for parent-child company relationships | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Site Management Manage multiple client sites | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Grouping of Companies Group companies by vertical or team | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Contact Management Manage client contacts | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Duplication issues Handle duplicate contacts or companies | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Automated Company Imports Import companies automatically | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Automated Contact Imports Import contacts automatically | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
CRM Customer relationship management features | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Asset Management Track and manage client assets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Asset Assigning Assign assets to clients or users | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Automated Asset Intake/Retire Automate asset lifecycle management | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Client Portal Portal for client access | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Client Portal Customization Customize the client portal | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom Client Portal Forms Create custom forms for the client portal | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Inventory Management Track and manage inventory | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Proration Billing Support for prorated billing | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Contracts/Billing/Invoicing | ||||||
Contract / Agreement Support Support for client contracts and agreements | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Charge Codes / Billing Types Define different billing rates for work types | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Contract Dates (Start / End) Set contract start and end dates | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Product / Addition to Contracts Add products to contracts | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Product Billing Start/End Dates Set billing dates for products | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Automatic Updates to Product/additions Automatically update product information | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
General Ledger Configuration Configure general ledger settings | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Account Package Integrations Integration with accounting software | ✓ | ✓ | ✓ | Via Zapier | ✓ | ✓ |
Custom Contract / Agreement Types Define custom contract types | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Break-Fix (T&M) Time and materials billing | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
AYCE W/Additions All-you-can-eat contracts with additions | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Block Hours Pre-purchased block hour contracts | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Flat Fee / Single Price Flat fee billing | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Bill To Company Bill to the client company | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Bill To Different People Bill to different contacts or sites | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Billing Periods Support for different billing periods | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom Taxing Configure taxes by location | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom Bill To Date Set custom billing dates | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Bill Types Support for different billing types | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Proration Options Options for prorated billing | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Payment Collection Collect payments from clients | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Multiple "Billing Hours" / Work Hours Define different billing hours | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom Templates for Invoices Customize invoice templates | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Invoicing Review Review invoices before sending | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Dashboards/Reports/KPIs | ||||||
Executive Reports Reports for executives | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Invoicing Reports Reports on invoicing | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
SLA Reports Reports on SLA performance | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Dashboards Dashboards for key metrics | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Custom Reporting Create custom reports | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Custom Dashboarding Create custom dashboards | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Automations | ||||||
New Ticket Notifications Notifications for new tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Updated Notifications Notifications for ticket updates | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Closed Notifications Notifications for closed tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
SLA Notification Notifications for SLA breaches | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Ticket Moving/Reassigning Automatically move or reassign tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Email Parsing/Automation Parse and automate based on emails | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Add Update to Ticket Automatically add updates to tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Assign To Ticket Automatically assign tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Email End User Automatically email end users | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Email Company Contact Automatically email company contacts | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Email Custom Custom email automations | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Update SLA Automatically update SLAs | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Change Status Automatically change ticket status | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Project Management | ||||||
Overall Project Management Module Comprehensive project management functionality | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Project Types Define different project types | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
KanBan Views Kanban board views for projects | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Phases/Milestones Define project phases and milestones | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Project Templates Templates for common project types | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Phases Templates / Append Project Templates Templates for project phases | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Project Management Core project management features | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Project Communication Tracking Track project communications | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Project Product Additions Add products to projects | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
Task-Based/Ticket-Based Time Tracking Track time on project tasks or tickets | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Other | ||||||
Mobile App Mobile application for on-the-go access | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |