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IBM SmartCloud Control Desk vs Kaseya Vorex comparison

IBM and Kaseya are both solutions in the Help Desk Software category. IBM is ranked #26, while Kaseya is ranked #47. IBM holds a 0.9% mindshare in HDS, compared to Kaseya’s 0.1% mindshare. Additionally, 88% of IBM users are willing to recommend the solution, compared to 50% of Kaseya users who would recommend it.
IBM SmartCloud Control Desk
Read 9 IBM SmartCloud Control Desk reviews
  • 425 Views
  • 408 Comparison Views
88% willing to recommend
Kaseya Vorex
Read 2 Kaseya Vorex reviews
  • 111 Views
  • 111 Comparison Views
50% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between IBM SmartCloud Control Desk and Kaseya Vorex based on real PeerSpot user reviews.

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To learn more, read our detailed Help Desk Software Report (Updated: August 2025).
Buyer's Guide
Help Desk Software
August 2025
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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

IBM SmartCloud Control Desk
Ranking in Help Desk Software
26th
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
9
Ranking in other categories
No ranking in other categories
Kaseya Vorex
Ranking in Help Desk Software
47th
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of IBM SmartCloud Control Desk is 0.9%, up from 0.7% compared to the previous year. The mindshare of Kaseya Vorex is 0.1%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Jose Pedro Muñoz - PeerSpot reviewer
Helps standardize our workflow, track client tickets, and it's very flexible
Initially we used HPE Service Desk. Then, Remedy (IBM SmartCloud Control Desk) version 5. When selecting a vendor, the most important thing for us is the flexibility of the tool. It must be very flexible to change the workflow or to add new workflows for the clients. It must have stability and scalability as well.
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Rajendra Karad - PeerSpot reviewer
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.
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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

"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."
"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."
"The solution has been stable."
"The solution is very easy to work with."
"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."
"The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."
"SLA integrations, reports, and integration with other applications are the most valuable."
"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."
More IBM SmartCloud Control Desk pros
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
"The platform's most valuable feature is the ability to produce daily summary reports."
 

Cons

"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"The reporting in relation to updating could be improved upon."
"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."
"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."
"The solution lacks a graphical user interface."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
More IBM SmartCloud Control Desk cons
"Kaseya Vorex's customization features could be better."
 

Pricing and Cost Advice

"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."
"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
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Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Kaseya Vorex?
The platform's most valuable feature is the ability to produce daily summary reports.
See all answers
What needs improvement with Kaseya Vorex?
Kaseya Vorex's customization features could be better. They could provide training programs to predict the potential issues.
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What advice do you have for others considering Kaseya Vorex?
The adoption of Kaseya has significantly enhanced our IT service and delivery management compared to our previous reliance on Excel-based processes. The transition has provided us with essential re...
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Compared 23% of the time
More IBM SmartCloud Control Desk Competitors
No data available
 

Product Reports

Buyer's Guide
IBM SmartCloud Control Desk
August 2025
IBM SmartCloud Control Desk reportDownload IBM SmartCloud Control Desk product report
Buyer's Guide
Help Desk Software
August 2025
Kaseya Vorex reportDownload Kaseya Vorex product report
 

Also Known As

SmartCloud Control Desk
No data available
 

Overview

IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
IBM

Easily Create, Manage and Resolve all IT Service Requests and Tickets

Kaseya
 

Sample Customers

St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
CROWD, GetApp, Capterra, Software Advice
Buyer's Guide
Help Desk Software
August 2025
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