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."Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution has been stable."
"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."
"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 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."
"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."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The platform offers efficient stability."
"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."
"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 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."
"We use the solution for IT service desk management and asset management."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Their analytics need improvement."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."
"The chat portal is not that great."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"Freshservice's technical support has issues with delays and translations."
"Not integrated with Google."
"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 data."
"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."
"Quest KACE Asset Management Appliance could improve areas related to the management of updates, especially concerning new operating systems."
"Quest KACE Asset Management Appliance can improve by incorporating AI and machine learning into the solution."
"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."
"The initial setup was burdensome."
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Freshservice is ranked 3rd in IT Asset Management with 29 reviews while Quest KACE Asset Management Appliance is ranked 15th in IT Asset Management with 6 reviews. Freshservice is rated 8.0, while Quest KACE Asset Management Appliance is rated 7.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Quest KACE Asset Management Appliance writes "Has efficient stability and works well in Linux environment ". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Quest KACE Asset Management Appliance is most compared with ServiceNow, Device42 and Qualys VMDR. See our Freshservice vs. Quest KACE Asset Management Appliance report.
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