Kaseya VSA Room for Improvement

Ben Blissett - PeerSpot reviewer
Principal at Affinity Technology Group

They had a major issue that resulted at one point (the straw that broke the camel's back for us, although we'd been fighting with support for months by that point in time) in which every Kaseya VSA customer was offline for two weeks. This vulnerability pushed us over the edge.

It never functioned as intended. If it functioned as it was supposed to, it would've been fantastic. However, the previous solution we used just performed reliably and so much better. I can't say that there was anything positive about my experience.

The intent of the software, other than integrations, is to be able to just make an anytime secure direct connection to an endpoint. However, whenever we would connect, at least half the time, it would not record keystrokes properly, no matter what system we connected from. So if you're trying to enter a password, there'd be 2-3 seconds' latency in the response and then it would just spew out a bunch of letters and numbers you didn't type in. You would just try, try, try again to type in something, and just half the time it worked, half the time it didn't. If you brought up more than three or four endpoints simultaneously, it never worked. It was a major point of contention for us.

For us, at least, it just didn't work. It just was broken. Scripting didn't fire, reports didn't come back, and monitoring wasn't there. A server goes down or a router goes offline, no notification. Stuff like that. Bush league.

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MC
Team Lead at a tech services company with 51-200 employees

The deployment process could be better. There were some issues sometimes that were kind of random. For example, by sending a link to a customer, you would need to add the link manually, which is a bit strange, as it is customizable. You need to know which part of the link you need to edit and how you need to edit it. I don't know how much of this is Kaseya VSA itself and how much of it is our custom setup. Maybe Kaseya would say "No guys, you just did it wrong. That's not how you do it." However, based on what I saw, editing the link was a bit odd and I would prefer something more on the lines of just sending their general link and maybe an easier deployment. 

There was some lag. For example, even if it's installed, it's not showing up and you need to wait for it to show up. 

Sometimes there were connection issues. It was not exactly clear why it didn't connect even if the customer had internet that was working fine. I'd do a speed test, and it would show normal speeds. We would have our fast office internet and everything was working fine, yet it wasn't connecting right and we don't know why. We used it on literally thousands of machines and servers as well and it just would randomly happen. 

It doesn't doesn't scale on smaller monitors properly. For example, if we moved from 17-inch screen laptops to 12-inch screens, it would not scale properly. There is a part that's called Live Connect, however, it wasn't actually a live connection. You connect to the customer's computer in the background and you have this user interface and the smaller monitors would look really bad. With some of the screens, you couldn't click a button or anything like that. While it was working fine on a normal big monitor, on smaller ones, it did not adjust which made things difficult. I don't know why, how they missed that. Maybe we used some kind of older version or something.

Kaseya is not really friendly with Mac OS. The deployment is even harder than deploying on Windows. You need to have a custom download. If a company runs a customer service desk and has a bunch of tier-one agents, they're not going to be able to do that. Right. They're going to be able to edit a link if you provide instructions, and that's about it.

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MM
Automation Team Lead at a tech services company with 201-500 employees

I've been a user of this tool for about 16 years, and I've seen it improve. One of the things that they need to improve upon is that when they roll out updates and patches to the system, they usually come with some bugs. Their QA needs to be a little bit better in terms of rolling out updates. 

In terms of features, I really would love to see their patch management improve. They do have a newer patch management module that's in beta that I'm actually testing, and that needs to be their primary focus for the near future. That would be my biggest takeaway.

There should be more Mac support. Whenever a new Mac operating system comes out, the support is very limited. It takes them a while to get things up to date. We're seeing more and more people move to Mac from the Windows environment for various reasons, but their support for Mac is very limited. A lot of it might have to do with Mac itself, but there are ways to improve upon that. That would be my biggest thing for improvement.

Their security should also be improved. Kaseya had a very big vulnerability exploited out in the wild in July last year.

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Buyer's Guide
Kaseya VSA
November 2022
Learn what your peers think about Kaseya VSA. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
653,757 professionals have used our research since 2012.
AE
Director Of IT / Purchasing Manager at Macomb/St. Clair Workforce Development Board

One aspect we did lose when we moved from NetOp to VSA, is the ability to transfer sounds. In the past, if we connected to your machine and you were watching a video, we could hear exactly what was being played. Sound cannot be transferred using the cloud agent that they currently have. That is one area where we would like to see them improve.

The main difference would be the addition of audio transfer between the end-user and the remote connectivity software. That is the one critical piece that we are currently lacking.

The audio would be the only source of contention on that one.

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Dan Watson - PeerSpot reviewer
IT Infrastructure/System Administrator at CNH Industrial Reman

The UI could be streamlined. The menu has 18 options, but we only use three. It has a lot of redundant stuff. Software management, software deployment, patch management, etc., all do the same thing, but they're different programs and licenses. 

There are many ways to improve VSA's user interface. They should get rid of the junk we don't use. It would make it easier for my techs because they get lost in these menus. It would be helpful if I could customize the dashboard to turn redundant menu items off and move them out. 

Onboarding could be smoother, too. When I join a new device to the network, VSA should see it on the network and install all the software it needs to update the computer. In an hour or two you should be ready to use that PC, but it doesn't do that. 

There's a piece on our network that scans once an hour, so you need to wait for it to scan and deploy their agent. The software pushing just doesn't happen, either. Streamlining that deployment would save us a tons of time.

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HB
Technology Consultant

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.

The solution could also use better management and functionality for file transfers. Now when you want to do file transfers, you can simply copy a file and paste it over. Sometimes that works, and sometimes it doesn't. I like to have a file transfer window because I can see the data tree on both machines, mine and the remote. This is an industry standard and I would like them to bring this feature back. I understand they were trying to make things easier but sacrificing this functionality isn't the way to go about it.

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Darshana Dissanayake - PeerSpot reviewer
Information Security Consultant - Security Operations Center (CISO) at USEZER

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. 

I would like to see mobile device management and mobile application management functionalities similar to Microsoft Intune. They probably had a module for this, but I don't know whether it is continued or discontinued. If they have such a feature, it would be good for customers.

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BL
Co-Owner at BizTech Plus

The solution is hard to use at first until you understand how it works. Once you gain an understanding of how it works, it's great, but it's not a five minute tutorial and you're off and running. You do need to spend some time to learn how to use it.

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Sherryl Cruz - PeerSpot reviewer
Business Development Manager at Microgenesis Business Systems

The majority of end users want complete software management. It focuses on a thorough evaluation of the initial projects in the software.

It should focus on the lifespan or timeline of the software and hardware. The majority of end users ask if there are any notifications or advice regarding when they purchased the hardware and software and when it will expire or need to be replaced, and there are none in Kaseya. As a result, even the software metering.

Better software awareness and metering are required.

Metering software depends more on what they use it for, and how much software is available within the company.

If I think of any additional features that are required, it will be for detecting or including mobile users of managing endpoints. There is currently no mobile license for cell phones, Androids, or even iOS. I believe we should include a VSA license to provide complete endpoint management.

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DP
RHS Tech Manager at a recreational facilities/services company with 10,001+ employees

We actually upgraded the solution due to the fact that we needed the support for Apple devices. We haven't had a chance to test that part of the product just yet, however, that was our biggest criticism of the product prior to this most recent update.

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Joseph Bennett - PeerSpot reviewer
System Administrator at a computer software company with 201-500 employees

Its scripting language kind of sucked. They have their own version of PowerShell inside VSA. if you want to reach out and grab endpoint information, for instance, to know how many end devices have a program installed, you actually have to write a script for that. It wasn't like how it is in CrowdStrike where you can just do a search, and it just happened. In VSA, you have to write your own script to do it.

In terms of new features, an integrated MDM for mobile devices would be awesome.

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Emmanuel Okojesu - PeerSpot reviewer
Technical Analyst at FMDQ

The reporting feature in Kaseya VSA could improve by being more user-friendly. The reporting overview is too wordy or the representation can be better.

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CS
Systems Engineer at Microgenesis Business Systems

The agent-based monitoring solution can be improved. I think they need to be updated. The remote control feature could be better. It would also help if they had a mobile device management feature.

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ShaneHaggerty - PeerSpot reviewer
Level III Technician at a tech services company with 201-500 employees

The way it is laid out can be improved. If it could be a little more intuitive, it might be a little bit easier. Sometimes, it is hard to find features because they're called something weird, or they're in an interesting location that you wouldn't have thought that they'd be in.

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CS
Systems Engineer at Microgenesis Business Systems

Kaseya VSA could be improved with more features to support the latest operating systems. In the next release, Kaseya should include mobile device management.

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Dario Caraponale - PeerSpot reviewer
Founder at Strong security brasil

I would like to see more features included that are related to security. We are a company that is selling solutions for security and our customers often ask for more security features.

If you compare with other products, Manage Engine has some features that we like but are not present in Kaseya.

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Buyer's Guide
Kaseya VSA
November 2022
Learn what your peers think about Kaseya VSA. Get advice and tips from experienced pros sharing their opinions. Updated: November 2022.
653,757 professionals have used our research since 2012.