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."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."
"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."
"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."
"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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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.
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