No more typing reviews! Try our Samantha, our new voice AI agent.

Cherwell Service Management vs Kaseya Vorex comparison

Sponsored
 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (26th)
Kaseya Vorex
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
Help Desk Software (19th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
Rajendra Karad - PeerSpot reviewer
Team Leader at Orient Technologies Pvt. Ltd.
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"One thing I really like is the the recorder where you can connect with multiple systems. The OCR is also good."
"By using this, we are saving time and we no need to do routine work, as it is now automated and the result is shared with all of the end-users."
"It helps with the speed on improving processes and the results of those processes."
"It frees individuals up from mundane tasks so they can concentrate on being more active and creative other things that they need to do."
"With RPA, specifically with Automation Anywhere, it has really helped us engage with those clients and achieve the results that they want."
"Features such as MetaBot and IQ Bot are very advanced and capable as compared to reading PDFs using OCR."
"I like the OCR feature, where we can capture information from PDFs."
"The integration is helpful. We have quite a few use cases where we've integrated with Microsoft tools and local record systems, such as SAP and Vertex AI."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"We use the solution every day and quite extensively."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"All our activities are carried out in the one place."
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
"The platform's most valuable feature is the ability to produce daily summary reports."
 

Cons

"However, there is a problem that arises with accuracy in the newer version."
"The time taken to execute a Bot through A2019 can be reduced."
"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."
"We've had some technical difficulties connecting, but that's more on our environment and how we have the machines and everything set up. It's not specific to Automation Anywhere. However, it's pricier than some of the other tools."
"I would like to see them continue building out documentation with more video-aides."
"For improvement, I would like to see Automation Anywhere integrating with multiple other technologies."
"Automation Anywhere is not fully compatible with browsers other than Internet Explorer while working with web extraction."
"It would be helpful if we could start running a process from a particular step."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"The stability, specifically in the on-premises deployment model, could be improved."
"The solution could be more user-friendly."
"Agile delivery should be supported."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The support from the actual manufacturer is poor."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Kaseya Vorex's customization features could be better."
"Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products."
 

Pricing and Cost Advice

"Because it reduced the time duration of our processes, our costs went down."
"It's cheaper than other similar solutions."
"Its cost is good."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"There may be room for the product to be more competitively priced to excel in the market."
"It's cheapest among the competition, although bargaining is a must."
"Annual licensing costs would be about $100,000."
"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."
"For an ITIL user, the cost is probably about 50 bucks a month."
Information not available
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
902,988 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
11%
Computer Software Company
9%
Manufacturing Company
9%
Energy/Utilities Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
No data available
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
Ask a question
Earn 20 points
What needs improvement with Kaseya Vorex?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which ...
What advice do you have for others considering Kaseya Vorex?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogeth...
What is your primary use case for Kaseya Vorex?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
CROWD, GetApp, Capterra, Software Advice
Find out what your peers are saying about Cherwell Service Management vs. Kaseya Vorex and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.