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.

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.

Kaseya's remote control strengths are for a remote control tool. They're a remote tool lacks. Doesn't do terribly well with multiple monitor support. Doesn't do terribly well with remote printing. And there are other tools, like remote for multiple monitors, TeamViewer, and also remote printing TeamViewer does another job. But they are working on it. 

So there is room for improvement in the remote control strengths. 

The product's user interface is an area with certain shortcomings where improvements are required. N-central's user interface looks much prettier and is probably easier to navigate than the one provided by Kaseya VSA. Once users get the hang of how to use the Kaseya VSA's user interface, the features can help them customize reports and do a whole lot of things. Kaseya VSA's user interface or the initial landing page is not very pretty, but it is fine and works perfectly.

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.

The solution's automation capabilities are not very strong. Therefore, I am looking for another system. Kaseya VSA is not very strong for updating and monitoring.

The solution should have more third-party applications and a system for updating the applications. It's very difficult to update the third-party software on every device. It's very simple to patch the updates of the nodes, but it's not simple to update third-party software.

I would like to have the solution's features upgraded every year.

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.

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.

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.

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.

The audit and KNM tools could improve.

In the next release, it would be useful to have an iOS and Android application to provide more visibility.

The user interface is somewhat outdated. Kaseya BLS, for example, has a much more intuitive interface.

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.

The technical support of the solution is an area with shortcomings that needs improvement. The solution's technical support should respond more efficiently and quicker. If we ever encounter issues in our company, the technical support takes too long to provide the proper resolution.

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.

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.

The stability of the solution is good but it can be improved.

I would like to see improved virtual infrastructure management. I would also like to see Azure plugins so that you can manage Azure from your Kaseya VSA and 365 management. And also automating things like password changes, email changes, and updating Azure accounts out of the box. There is something called PIA that does a lot of that and has a plugin with ConnectWise, so Kaseya should be adding those kinds of modules to manage. Another improvement is mobile device management. That's another hot topic. And also some type of SOC monitoring build.

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.

Sometimes, the product misinterprets the functionality of a machine. Sometimes, the product would restart mission-critical machines after patching, which shouldn’t be done without the engineer’s permission.

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.

I am having an issue with patch deployment. With a lot of people working remotely right now, it is difficult to deploy patches because most of my clients are not on the office network. I have been looking for a way to deploy patches via the internet to selected equipment from Kaseya VSA, but it seems impossible. This is something that I would like to have support for in a future release.

Kaseya seems to download Windows patches, although I have not found a way to select those patches that I want to roll out, as it is done in the System Center. In SCCM, you can select the specific patches that you want to roll out. The only option I have seen is to approve or deny all of the patches that are available.

The workflow is not quite straightforward.

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.

The GUI is not user-friendly. You have to search and dig deep into the options to find things. The overall look of the solution is dull and boring.

Technical support needs to be improved because the process is too long.

The reporting is not well organized. The predefined reports are not up to the mark and you have to do a lot of customization. Along with that, the process of customization is not very user-friendly. You cannot just put things into the GUI and get what you are looking for.

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

Although the service desk is good, it's not obvious. It's not easy to know exactly how the system is working and there's the possibility that we are not using some features as we should. 

The management of patches also needs improvement. There are two ways to do that in the solution now, but one, the oldest one, as far as we have found, is working better than the newest one and this has created some problems. You should be able to handle the management of patches not only from Microsoft but also from other vendors. 

Some configurations and abilities from the system are not of use. The solution should offer webinars or some sort of training offerings to help users learn what the system can do and how it can be done.

It would be useful, in the future, if there was a way to maintain another device's firewalls for simple switches.

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.

Making the helpdesk more user-friendly.

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.