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."It allowed the development team to concentrate on the client’s requirements instead."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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."
"The solution has been stable."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"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."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"We use the solution for IT service desk management and asset management."
"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."
"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."
"The platform offers efficient stability."
"The solution is scalable."
"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."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"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."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"It's hard to interact directly with the users themselves."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Their analytics need improvement."
"The round robin ticketing feature that they have is not ideal."
"We'd like better integration with other products."
"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."
"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."
"Quest KACE Asset Management Appliance can improve by incorporating AI and machine learning into the solution."
"Quest KACE Asset Management Appliance could improve areas related to the management of updates, especially concerning new operating systems."
"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 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, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas Quest KACE Asset Management Appliance is most compared with ServiceNow and Device42. See our Freshservice vs. Quest KACE Asset Management Appliance report.
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