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."We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"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."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"You can just register and within five to minute minutes, you are ready to go."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"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."
"It is a stable solution. My company hasn't faced any problems with the solution."
"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."
"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."
"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."
"There are some limitations in reporting. For example, I would like to have a report of conversations or replies."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"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 reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"Freshservice's technical support has issues with delays and translations."
"We'd like better integration with other products."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"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."
"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 could improve areas related to the management of updates, especially concerning new operating systems."
"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 can improve by incorporating AI and machine learning into the solution."
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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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