Freshservice vs KACE Asset Management Appliance comparison

Freshworks and Quest Software are both solutions in the IT Asset Management category. Freshworks is ranked #4 with an average rating of 8.3, while Quest Software is ranked #18. Freshworks holds a 5.4% mindshare in IAM, compared to Quest Software’s 1.9% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 66% of Quest Software users who would recommend it.

Freshservice

Read 40 Freshservice reviews

6,589 Views
1,845 Comparison Views

97% willing to recommend

KACE Asset Management Appli...

Read 7 KACE Asset Management Appliance reviews

940 Views
940 Comparison Views

66% willing to recommend

Freshservice

KACE Asset Management Appli...

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Executive SummaryUpdated on Mar 1, 2026

Freshservice and KACE Asset Management Appliance are competing in the IT asset management space. Freshservice holds an advantage with its emphasis on flexible integration, while KACE Asset Management Appliance leads with its extensive asset control features.

Features: Freshservice offers a cloud-based setup enabling efficient ticket management, automation capabilities, and quick deployment without complex project planning. KACE Asset Management Appliance excels with robust inventory management capabilities, remote control for fixing bugs, and automatic compliance reporting.

Room for Improvement: Freshservice could enhance its customization and flexibility for organizations with specific needs. More advanced analytics and reporting would be beneficial, along with improved integration options. KACE Asset Management Appliance could work on simplifying its sophisticated setup process, offering better ease of use and more intuitive user interfaces to facilitate quicker adoption.

Ease of Deployment and Customer Service: Freshservice is praised for minimal setup complexity and strong ongoing support, providing a smoother initial deployment experience. KACE, with its more sophisticated setup, ensures efficient resolution of technical issues through its comprehensive support structure.

Pricing and ROI: Freshservice generally offers a lower setup cost, appealing to smaller to medium-sized operations seeking rapid implementation and immediate benefits. KACE Asset Management Appliance, though requiring a higher investment, provides a larger ROI due to its detailed asset management features, making it more suitable for larger enterprises.

To learn more, read our detailed Freshservice vs. KACE Asset Management Appliance Report (Updated: April 2026).

Buyer's Guide

Freshservice vs. KACE Asset Management Appliance

April 2026

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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

Freshservice

Ranking in IT Asset Management

4th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (6th), Project Management Software (10th), Cloud Management (10th), IT Service Management (ITSM) (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

KACE Asset Management Appli...

Ranking in IT Asset Management

18th

Average Rating

7.4

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the IT Asset Management category, the mindshare of Freshservice is 5.4%, up from 3.5% compared to the previous year. The mindshare of KACE Asset Management Appliance is 1.9%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Asset Management Mindshare Distribution
Product	Mindshare (%)
Freshservice	5.4%
KACE Asset Management Appliance	1.9%
Other	92.7%

IT Asset Management

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Adam Augustín

Country Manager at Prianto Ltd

Remote control and massive deployment streamline operations efficiently

It seems that it is a bit difficult to learn and purchase. The requirement for employees to be certified before purchasing is understandable yet can be a hurdle. A focus on more simplicity and user-friendly features would be beneficial. More training deals, up-to-date articles, and improved documentation would help users navigate the solution more intuitively.

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Quotes from Members

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

Pros

"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."

"It has allowed the client to implement service management processes that didn't previously exist in the business and to have more visibility and control of process tickets."

"There is a nice user interface."

"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."

"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

"The workflow and the change management process are valuable."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"One of the key benefits of Freshservice is license management."

More Freshservice pros

"Quest KACE Asset Management Appliance is highly stable."

"We utilize the package management feature the most, and we also use it for getting the inventory, and we are using Quest KACE Asset Management Appliance for asset management, which is a good feature."

"We have a support team here in India that has been helpful. We have not reached out to the global support for Quest KACE Asset Management Appliance."

"Remote control and massive deployment for fixing bugs and issues on multiple computers and systems at once are highly valued."

"We use the solution for IT service desk management and asset management."

"We utilize the package management feature the most. We also use it for getting the inventory. Companies like us don't have an inventory or asset management system per se. A lot of companies, for instance, use SCCM as their asset management tool. We are using Quest KACE Asset Management Appliance for asset management, which is a good feature. The feature that I really like is to be able to upgrade to the Windows management systems or Windows version. It is very seamless, and I have found it fairly good."

"The platform offers efficient stability."

"If you consider cost, support, stability, and usability, then it's better; it's slightly on the costlier side, but it's much more stable than most of the other solutions."

More KACE Asset Management Appliance pros

Cons

"Freshservice could improve the delegation and workflow management features."

"While we're just starting with project management, I foresee some limitations with it two or three years down the line."

"A chat bot needs to be added to the portal."

"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"The analytics could be better."

"The round robin ticketing feature that they have is not ideal."

"We did a review of our project management tool internally within the company, and it was one of the choices, but it didn't match up anywhere close to any of the other tools we were considering."

More Freshservice cons

"The first thing I don't like about KACE is that it needs to have a proper service desk. The categories and the command section do not reflect the users and the permanent users porting commands on updating. There is an issue and delay in loading the commands. We also want a proper structure for infrastructure management. Also, the AI chatbot and user template options are missing."

"Sometimes, it feels like the inventory it takes is not 100% accurate. I would say it is correct 90% of the time."

"Quest KACE Asset Management Appliance can improve by incorporating AI and machine learning into the solution."

"It seems that it is a bit difficult to learn and purchase."

"Quest KACE Asset Management Appliance could improve areas related to the management of updates, especially concerning new operating systems."

"The remote desktop tool they are using needs improvement. They have integrated some third-party tools for remote desktop connections but that is a bit complicated. That can be further simplified."

"The remote desktop tool they are using needs improvement. They have integrated some third-party tools for remote desktop connections but that is a bit complicated."

"The initial setup was burdensome."

More KACE Asset Management Appliance cons

Pricing and Cost Advice

"The price of Freshservice could improve, it is expensive."

"Freshservice price is competitive, it is not more than other solutions on the market."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"Our licensing fee for Freshservice is $2,500 a year."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

More Freshservice pricing and cost advice

"I would rate the solution's pricing a six out of ten."

"The product is expensive."

"It is less expensive as compared to SCCM."

"Quest KACE Asset Management Appliance provides two remote desktop licenses which are helpful. The price of the solution is high, it would be beneficial if it was more flexible and less expensive."

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Top Industries

By visitors reading reviews

University

10%

Manufacturing Company

Construction Company

Educational Organization

Financial Services Firm

18%

Construction Company

11%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	4
Large Enterprise	3

Questions from the Community

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

See all answers

What is your experience regarding pricing and costs for Quest KACE Asset Management Appliance?

They are maybe on the higher end, however, their solutions suit bigger companies well. Building a solution out of smaller packages could end up being more expensive. Their pricing corresponds to th...

See all answers

What needs improvement with Quest KACE Asset Management Appliance?

See all answers

What is your primary use case for Quest KACE Asset Management Appliance?

I am more on the sales side of the business, so I do not use it that much. However, companies with more than fifty employees already need such a tool, especially if they have more than twenty-five ...

See all answers

Comparisons

ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 4% of the time

Samanage vs Freshservice

Compared 4% of the time

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ServiceNow vs KACE Asset Management Appliance

Compared 23% of the time

InvGate Assets vs KACE Asset Management Appliance

Compared 19% of the time

Qualys VMDR vs KACE Asset Management Appliance

Compared 17% of the time

Lansweeper vs KACE Asset Management Appliance

Compared 10% of the time

SymphonyAI IT Service Management vs KACE Asset Management Appliance

Compared 7% of the time

More KACE Asset Management Appliance Competitors

Product Reports

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Buyer's Guide

IT Asset Management

April 2026

Download KACE Asset Management Appliance product report

Also Known As

Flint

KACE Asset Management Appliance, KACE Asset Management

Overview

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

KACE Asset Management Appliance enhances asset usability with popular package management and inventory features, ideal for companies that lack systems. The tool provides seamless Windows upgrades, remote control, and deployment, making it essential for businesses managing multiple devices.

KACE Asset Management Appliance provides streamlined asset management, featuring prominent package management and inventory functionalities that support seamless Windows upgrades and remote control for bug fixing. Users greatly value its capabilities for remote printer work and automated compliance reporting. Suggested improvements include enhanced remote desktop integration, more precise inventory accuracy, and effective service desk features. Simplifying these elements, integrating AI for better image management and operating system deployment would enhance its effectiveness. Updated documentation, user-friendly features, and enhanced training are needed to overcome learning challenges and certification requirements.

What are the most important features of KACE Asset Management Appliance?

Usability with Low Learning Curve: Makes it accessible for organizations with limited IT resources.
Package Management and Inventory: Popular features for streamlined asset management.
Remote Control and Deployment: Allows for effective bug fixes across multiple devices.
Automated Compliance Reporting: Ensures up-to-date compliance without manual intervention.
Remote Printer Work: Facilitates management of remote printing tasks.

What benefits or ROI should users look for in reviews?

Consolidated Data Management: Combines data from multiple desktops and laptops.
Efficient IT Service Desk Management: Supports efficient handling of service desk tasks.
Seamless System Upgrades: Simplifies upgrading systems to new Windows releases.
Private Cloud Integration: Essential for organizations working within private cloud environments.
Scalability for Large Distributed Workforce: Suitable for businesses with over fifty employees and multiple clients.

This appliance is frequently implemented by companies for deploying Windows and non-Windows patches, managing IT service desks and assets, and facilitating software installations. Common within private cloud environments, it supports businesses managing over fifty employees, numerous clients, and a distributed workforce who need consolidated data management for effective IT operations.

Quest Software

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Coastal Community Credit Union, St. Dominic Hospital

Buyer's Guide

Freshservice vs. KACE Asset Management Appliance

April 2026

Free Report: Freshservice vs. KACE Asset Management Appliance

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