We performed a comparison between Freshservice and Kaseya VSA based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"Ability to scan barcodes and a great search feature."
"Depending on the size of your organization, is pretty standard and useful."
"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."
"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."
"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."
"Provides efficient automation."
"Kaseya VSA's best features are auditing and reporting."
"The remote management is quite good. Also, the patch management and service desk are great features of the solution."
"Being able to connect to client computers without them necessarily needing to be there and being able to put in the patches and manage different information systems is valuable."
"The backup tool is highly useful, offering a fast and efficient way to retrieve and restore data."
"The solution was scalable."
"The most valuable features of the solution are its ability to offer control remotely to its users and provide patching capabilities to users."
"The product's support team is very quick to respond, especially because the tool's technical team operates in the same time zone where I am located."
"Freshservice's technical support has issues with delays and translations."
"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."
"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."
"Their analytics need improvement."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"It's hard to interact directly with the users themselves."
"The analytics could be better."
"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 agent-based monitoring solution can be improved."
"I would like to see improved virtual infrastructure management."
"Kaseya VSA could be improved with more features to support the latest operating systems."
"The user interface is somewhat outdated."
"The predefined reports are not up to the mark and you have to do a lot of customization."
"The deployment process could be better."
"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."
"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."
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Kaseya VSA is ranked 2nd in Remote Monitoring and Management (RMM) with 29 reviews. Freshservice is rated 8.0, while Kaseya VSA is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Kaseya VSA writes "Single portal management, cost-saving, with thorough technical support". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Kaseya VSA is most compared with Microsoft Configuration Manager, ConnectWise Automate, NinjaOne, Microsoft Windows Server Update Services and Datto Remote Monitoring and Management.
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