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."The solution’s timely automated triggers increase our IT team’s productivity."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"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."
"It is a stable solution. My company hasn't faced any problems with the solution."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"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 is very responsive with a 97% success rate in funneling customer tickets."
"The platform offers efficient stability."
"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 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."
"We use the solution for IT service desk management and asset management."
"The solution is scalable."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"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."
"The round robin ticketing feature that they have is not ideal."
"Freshservice's technical support has issues with delays and translations."
"Freshservice could improve the integration with Microsoft Outlook."
"The chat portal is not that great."
"Their analytics need improvement."
"Quest KACE Asset Management Appliance could improve areas related to the management of updates, especially concerning new operating systems."
"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 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."
"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 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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