We performed a comparison between Freshservice and Kaseya VSA based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"There is a nice user interface."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"Depending on the size of your organization, is pretty standard and useful."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"It is a stable solution. My company hasn't faced any problems with the solution."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The way Kaseya VSA treats application vulnerabilities is good. They have released some new features that have been a benefit, such as updates from the Microsoft repository directory."
"The patching is very efficient and we can rely on the alerts that we receive."
"Being able to connect to client computers without them necessarily needing to be there and being able to put in the patches and manage different information systems is valuable."
"This solution is our RMM tool and we love the deployment features."
"The most valuable features of Kaseya VSA are remote control, live connect, and automation."
"The most valuable part of this solution is the security features that it offers."
"I like the Live Connect module provided by Kaseya. It is a powerful module. I also like the Agent Procedure module. We work with it most of the time."
"We can schedule the patching of the endpoints."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"Freshservice could improve the delegation and workflow management features."
"Freshservice could improve the integration with Microsoft Outlook."
"The round robin ticketing feature that they have is not ideal."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"We'd like better integration with other products."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"Our main concern is related to security. Kaseya had a ransomware attack a few months ago, and it was a big concern for us because Kaseya was the main RMM tool that we were using. We faced a lot of difficulties accessing our users and systems. So, security is our main concern."
"The product's user interface is an area with certain shortcomings where improvements are required."
"It never functioned as intended."
"The response to bugs is slow and software improvement comes slowly too. The lack of response to our feature requests made it feel like they were going into a black hole. Additionally, when we encountered bugs or issues with the VSA, they were slow to respond to those too."
"It's very difficult to update the third-party software on every device."
"The predefined reports are not up to the mark and you have to do a lot of customization."
"Sometimes, the product misinterprets the functionality of a machine."
"There is room for improvement in the remote control strengths."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Kaseya VSA is ranked 2nd in Remote Monitoring and Management (RMM) with 29 reviews. Freshservice is rated 8.0, while Kaseya VSA is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Kaseya VSA writes "Single portal management, cost-saving, with thorough technical support". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Kaseya VSA is most compared with Microsoft Configuration Manager, ConnectWise Automate, NinjaOne, Microsoft Windows Server Update Services and Datto Remote Monitoring and Management.
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