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Freshservice vs Quest KACE Asset Management Appliance comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 18, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Freshservice
Ranking in IT Asset Management
6th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Help Desk Software (8th), Project Management Software (12th), Cloud Management (15th), IT Service Management (ITSM) (5th)
Quest KACE Asset Management...
Ranking in IT Asset Management
16th
Average Rating
7.4
Reviews Sentiment
6.5
Number of Reviews
7
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the IT Asset Management category, the mindshare of Freshservice is 3.5%, down from 5.1% compared to the previous year. The mindshare of Quest KACE Asset Management Appliance is 0.9%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Asset Management
 

Featured Reviews

Trilochana Gouda - PeerSpot reviewer
Smooth incident management and easy to use while needing better escalation management
We are using Freshservice for the IT ticketing system for business users We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it…
Adam Augustín - PeerSpot reviewer
Remote control and massive deployment streamline operations efficiently
It seems that it is a bit difficult to learn and purchase. The requirement for employees to be certified before purchasing is understandable yet can be a hurdle. A focus on more simplicity and user-friendly features would be beneficial. More training deals, up-to-date articles, and improved documentation would help users navigate the solution more intuitively.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."
"We found the initial setup to be very simple."
"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."
"Depending on the size of your organization, is pretty standard and useful."
"Freshservice's best feature is its user-friendliness."
"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."
"We use the ticketing system primarily, which is very easy to use for all users."
"There is a nice user interface."
"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 use the solution for IT service desk management and asset management."
"The ability to work on printers and everything can be done remotely, which enhances functionality."
"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."
"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."
 

Cons

"The round robin ticketing feature that they have is not ideal."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"I experienced some delay in response time for non-function critical queries."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"Freshservice could improve the integration with Microsoft Outlook."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"Freshservice could improve the delegation and workflow management features."
"We'd like better integration with other products."
"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."
"A focus on more simplicity and user-friendly features would be beneficial."
"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."
"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."
 

Pricing and Cost Advice

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."
"The pricing is reasonable."
"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
"The solution may be around 20,000 euros a year."
"Our licensing fee for Freshservice is $2,500 a year."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"The price of Freshservice could improve, it is expensive."
"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
"Quest KACE Asset Management Appliance provides two remote desktop licenses which are helpful. The price of the solution is high, it would be beneficial if it was more flexible and less expensive."
"The product is expensive."
"I would rate the solution's pricing a six out of ten."
"It is less expensive as compared to SCCM."
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Top Industries

By visitors reading reviews
Computer Software Company
24%
Manufacturing Company
7%
Financial Services Firm
7%
Educational Organization
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Freshservice?
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...
What is your experience regarding pricing and costs for Freshservice?
The solution offers flat licensing and appears to be cost-effective.
What needs improvement with Freshservice?
There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs impr...
What is your experience regarding pricing and costs for Quest KACE Asset Management Appliance?
They are maybe on the higher end, however, their solutions suit bigger companies well. Building a solution out of smaller packages could end up being more expensive. Their pricing corresponds to th...
What needs improvement with Quest KACE Asset Management Appliance?
It seems that it is a bit difficult to learn and purchase. The requirement for employees to be certified before purchasing is understandable yet can be a hurdle. A focus on more simplicity and user...
 

Also Known As

Flint
KACE Asset Management Appliance, KACE Asset Management
 

Overview

 

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Coastal Community Credit Union, St. Dominic Hospital
Find out what your peers are saying about Freshservice vs. Quest KACE Asset Management Appliance and other solutions. Updated: March 2025.
845,485 professionals have used our research since 2012.