Freshservice vs Quest KACE Asset Management Appliance comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshservice and Quest KACE Asset Management Appliance based on real PeerSpot user reviews.

Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Freshservice vs. Quest KACE Asset Management Appliance Report (Updated: November 2022).
655,113 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"Ability to scan barcodes and a great search feature.""The solution is very responsive with a 97% success rate in funneling customer tickets.""The solution has been stable.""What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration.""Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably.""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.""It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it.""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."

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"Feature-wise, I think it's more to do with the usability. It's pretty simple and it's got a very low learning curve, so that helps a lot. Feature-wise, things work pretty well as it's provided a lot of information available on the guides and the manuals, and things work as per the description.""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.""The solution is scalable."

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"The analytics could be better.""There are some limitations in reporting. For example, I would like to have a report of conversations or replies.""We'd like to see a CMDB, a Configuration Management Database, in the future.""The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process.""Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything.""A chat bot needs to be added to the portal.""The round robin ticketing feature that they have is not ideal.""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."

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"Quest KACE Asset Management Appliance can improve by incorporating AI and machine learning into the solution.""The initial setup was burdensome.""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."

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Pricing and Cost Advice
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "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 price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • "The solution may be around 20,000 euros a year."
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  • "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."
  • More Quest KACE Asset Management Appliance Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Freshservice's best feature is its user-friendliness.
    Top Answer:In the next release, I'd like to see more integration with Microsoft to get more data.
    Top Answer: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… more »
    Top Answer:Sometimes, it feels like the inventory it takes is not 100% accurate. I would say it is correct 90% of the time. We have had some issues. So, we have to rely on some factors of inconsistency in the… more »
    out of 44 in IT Asset Management
    Average Words per Review
    out of 44 in IT Asset Management
    Average Words per Review
    Also Known As
    KACE Asset Management Appliance, KACE Asset Management
    Learn More

    Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

    Freshservice Features

    Freshservice has many valuable key features. Some of the most useful ones include:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

    A Senior Helpdesk at a non-profit says, “I 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.”

    PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

    A Network Analyst at a real estate/law firm shares, "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."

    The KACE Asset Management Appliance provides comprehensive hardware and software inventory and asset management across a variety of operating systems — Windows®, Mac®, Linux®, UNIX® and Chrome OS™, plus network-connected non-computing devices — through the entire IT asset lifecycle, giving you and your team more time to focus on IT innovation. Fast to implement and easy to use, this tool discovers all hardware and software on your network, and provides ongoing IT inventory management, IT asset management (ITAM) and software asset management (SAM).

    Learn more about Freshservice
    Learn more about Quest KACE Asset Management Appliance
    Sample Customers
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    Coastal Community Credit Union, St. Dominic Hospital
    Top Industries
    Financial Services Firm20%
    Manufacturing Company13%
    Comms Service Provider13%
    Insurance Company13%
    Computer Software Company22%
    Educational Organization7%
    Comms Service Provider7%
    Computer Software Company30%
    Manufacturing Company8%
    Comms Service Provider7%
    Company Size
    Small Business57%
    Midsize Enterprise4%
    Large Enterprise39%
    Small Business25%
    Midsize Enterprise15%
    Large Enterprise60%
    Small Business23%
    Midsize Enterprise19%
    Large Enterprise58%
    Buyer's Guide
    Freshservice vs. Quest KACE Asset Management Appliance
    November 2022
    Find out what your peers are saying about Freshservice vs. Quest KACE Asset Management Appliance and other solutions. Updated: November 2022.
    655,113 professionals have used our research since 2012.

    Freshservice is ranked 2nd in IT Asset Management with 18 reviews while Quest KACE Asset Management Appliance is ranked 10th in IT Asset Management with 3 reviews. Freshservice is rated 8.0, while Quest KACE Asset Management Appliance is rated 8.4. The top reviewer of Freshservice writes "Easy to use and administer, integrates with a lot of things, and helps in meeting our SLAs consistently". On the other hand, the top reviewer of Quest KACE Asset Management Appliance writes "Everything works as per the description and it has a low learning curve". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, ManageEngine ServiceDesk Plus and Clarity SM, whereas Quest KACE Asset Management Appliance is most compared with ServiceNow, Device42, Qualys Asset Inventory and Lansweeper. See our Freshservice vs. Quest KACE Asset Management Appliance report.

    See our list of best IT Asset Management vendors.

    We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.