What users are saying about
73 Ratings
46 Ratings
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Score 7.1 out of 100
73 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

Cisco Webex Support

We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting access problems from users' personal machines, as well.
Anonymous | TrustRadius Reviewer

Kaseya VSA

If the software functioned as it was intended, it would be probably a 7 out of 10. It lacks the majority of customization that SolarWinds N-central supplies, but also supports some customization that other solutions we have tried do not.Again, if the software didn't consistently break, the ability to implement automated scripting via PowerShell and the capacity to manage 10+ endpoints at once in different windows is great.
Ben Blissett | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

Cisco Webex Support
7.0
Kaseya VSA
Screen sharing
Cisco Webex Support
5.9
Kaseya VSA
File transfer
Cisco Webex Support
6.6
Kaseya VSA
Instant message
Cisco Webex Support
7.4
Kaseya VSA
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
Kaseya VSA
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
Kaseya VSA
Over-the-Internet remote session
Cisco Webex Support
5.9
Kaseya VSA
Initiate remote control from mobile
Cisco Webex Support
8.9
Kaseya VSA
Remote management of servers & workstations
Cisco Webex Support
4.8
Kaseya VSA
Remote Active Directory® management
Cisco Webex Support
4.8
Kaseya VSA
Centralized management dashboard
Cisco Webex Support
5.0
Kaseya VSA
Session record
Cisco Webex Support
9.1
Kaseya VSA
Annotations
Cisco Webex Support
6.9
Kaseya VSA
Monitoring and Alerts
Cisco Webex Support
4.6
Kaseya VSA
Multi-platform remote control
Cisco Webex Support
9.3
Kaseya VSA

Pros

Cisco Webex Support

  • Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
  • Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
  • Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
Kurt Ferguson | TrustRadius Reviewer

Kaseya VSA

  • Being able to see systems that are not within the local network allows us to be able to troubleshoot and work with the end users no matter where they are or where we are as it is cloud based.
  • Several functions can be "automated" so staff do not have to keep going back and scanning for updates, push Windows updates and or push sensor updates.
  • VSA offers a variety of system information about all of the assets that have the endpoints installed on them so we can easily see the system specs without having to actually connect to them and pull up the SysInfo on each unit.
Allan Eisenhauer | TrustRadius Reviewer

Cons

Cisco Webex Support

  • During initial setups it can be a little confusing.
  • The look and feel is a little rigid. It feels like it is in need of a smoother UI update.
  • When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.
Shawn Oudavanh | TrustRadius Reviewer

Kaseya VSA

  • Support - Like all other competitors support is OK but the product is robust enough to reduce support requirements.
  • Customer Service - another team that is a bit poor especially when the issue involves multiple departments. Otherwise, the direct rep is very friendly and professional.
Richard Trivedi | TrustRadius Reviewer

Likelihood to Renew

Cisco Webex Support

Cisco Webex Support 9.1
Based on 3 answers
The Enterprise package we purchased (Event Center, Remote Support, Meeting Center, and Training Center) for 100 users is the same annual price as GoToMeeting for 25 users. We will renew as it is a package deal. If it were just WebEx Remote Support, we would not renew at all.
Zak Gunnells | TrustRadius Reviewer

Kaseya VSA

Kaseya VSA 10.0
Based on 1 answer
Excellent product with easy learning curve
Anonymous | TrustRadius Reviewer

Usability

Cisco Webex Support

Cisco Webex Support 7.0
Based on 1 answer
Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
Anonymous | TrustRadius Reviewer

Kaseya VSA

No score
No answers yet
No answers on this topic

Support Rating

Cisco Webex Support

Cisco Webex Support 5.7
Based on 4 answers
As a user of Cisco Webex Support, I have never had to contact Cisco for technical support as it is a very easy to use tool.
Julio Cesar Lara Favela | TrustRadius Reviewer

Kaseya VSA

Kaseya VSA 7.8
Based on 15 answers
It was lots of back and forth email communication whenever I tried to solve my connection issues. I would send them detailed logs of the date, time, computer, and more of when I was experiencing connection issues. All I would get is an email back a few days later saying that they didn't find an issue in the service
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Webex Support

Logmein GoToAssist
    • Logmein-GoToAssist is the product we used previously and still to some degree use with WebEx Support Center. It was not always reliable and suffered with network congestion but worked quite well for us, we as a team feel that WebEx Support Center is a more reliable and a better overall product. This to me is due to the simplicity of the UI and ease of use as well as the quality of the network performance.
Kaseya with VNC Connect
  • We use within Kaseya for our internally servers and local office users due to cost and efficiency, but it is more intended as console-level access and has a bit more features then WebEx Support Center, however is not good for remote support for our users who travel as it is slow.
Anonymous | TrustRadius Reviewer

Kaseya VSA

There are other products that do some of what Kaseya does, but I've not personally worked with another product that does everything Kaseya does. Sure there are plenty of remote control products, but products that do as much as Kaseya are few and far between. Hard to go wrong with the sheer scope of functionality!
Racey Cave | TrustRadius Reviewer

Return on Investment

Cisco Webex Support

  • WebEx Support Center works fabulously for us. We're all a very tech-savvy, experienced team, and WebEx Support Center is an excellent product for that skillset. We can get in and out of a machine quickly to diagnose an issue, with very little effort on the part of the user we are assisting.
  • WebEx Support Center is certainly more expensive than the previous product we had for this, GoToAssist. It is a bit less user-friendly of a UI, but overall performance is better.
  • We use WebEx as our primary collaboration/meeting software across our entire enterprise, as it integrates well with our Cisco DX, MX, and SX video teleconferencing units. Our users are used to WebEx, so using it for support purposes was only logical. The tight integration across a wide variety of products is great form a licensing cost standpoint and UX standpoint.
Kurt Ferguson | TrustRadius Reviewer

Kaseya VSA

  • ROI with Kaseya Virtual System Administrator (VSA) has been great since our and our customer's IT infrastructure reliability has greatly improved.
  • Better utilization of IT resources.
  • Enabled us to sell another service by enabling us to start an RMM division and generate additional revenue.
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Webex Support

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Kaseya VSA

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Cisco Webex Support
4.6
Kaseya VSA
6.7

Likelihood to Renew

Cisco Webex Support
9.1
Kaseya VSA
10.0

Usability

Cisco Webex Support
7.0
Kaseya VSA

Support Rating

Cisco Webex Support
5.7
Kaseya VSA
7.8

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