What users are saying about
Top Rated
85 Ratings
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Score 8.5 out of 100
22 Ratings
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    7.8

    Freshservice

    78%

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    8.9
    89%
    47 Ratings
    N/A
    0 Ratings

    Expert directory

    6.4
    64%
    37 Ratings
    N/A
    0 Ratings

    Service restoration

    7.3
    73%
    30 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.4
    84%
    45 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.9
    79%
    38 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.0
    80%
    41 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.6
    76%
    40 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.8

    Freshservice

    78%

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    8.6
    86%
    39 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    7.8
    78%
    41 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    6.9
    69%
    31 Ratings
    N/A
    0 Ratings

    Change management

    8.1

    Freshservice

    81%

    KACE Systems Management Appliance

    Feature Set Not Supported
    N/A
    Freshservice ranks higher in 3/3 features

    Change requests repository

    8.4
    84%
    38 Ratings
    N/A
    0 Ratings

    Change calendar

    7.5
    75%
    33 Ratings
    N/A
    0 Ratings

    Service-level management

    8.3
    83%
    38 Ratings
    N/A
    0 Ratings

    IT Asset Management

    Freshservice

    Feature Set Not Supported
    N/A
    8.3

    KACE Systems Management Appliance

    83%
    KACE Systems Management Appliance (SMA) ranks higher in 5/5 features

    Software and hardware inventory tracking

    N/A
    0 Ratings
    8.8
    88%
    11 Ratings

    License management

    N/A
    0 Ratings
    7.7
    77%
    10 Ratings

    Asset lifecycle monitoring

    N/A
    0 Ratings
    8.2
    82%
    9 Ratings

    Contract management

    N/A
    0 Ratings
    7.8
    78%
    5 Ratings

    Asset relationship management

    N/A
    0 Ratings
    8.8
    88%
    7 Ratings

    Attribute Ratings

    • Freshservice is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.6

    Freshservice

    86%
    48 Ratings
    8.4

    KACE Systems Management Appliance

    84%
    11 Ratings

    Likelihood to Renew

    9.1

    Freshservice

    91%
    1 Rating

    KACE Systems Management Appliance

    N/A
    0 Ratings

    Usability

    9.0

    Freshservice

    90%
    5 Ratings
    8.6

    KACE Systems Management Appliance

    86%
    3 Ratings

    Support Rating

    10.0

    Freshservice

    100%
    14 Ratings
    9.4

    KACE Systems Management Appliance

    94%
    6 Ratings

    Implementation Rating

    8.2

    Freshservice

    82%
    1 Rating

    KACE Systems Management Appliance

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshservice

    If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
    Sean Muller | TrustRadius Reviewer

    KACE Systems Management Appliance

    I think it has added value for any organization. It reduced our Tech Support cost by:-Supporting users anywhere-Reducing users downtime as well keep them informed with the status of their tickets-Managing software and hardware actively-Processing automation-deploy mass software installs, patching or updates- Provide approved software's to users to install without IT help
    Thayer Ramahi | TrustRadius Reviewer

    Pros

    Freshservice

    • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
    • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
    • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
    • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
    John Cilla | TrustRadius Reviewer

    KACE Systems Management Appliance

    • Inventory: KACE provides a ton of hardware and software inventory information that is easy to search, filter, and export. This is critical when we need to find the answers to questions about how many of such and such we have in our fleet.
    • Patch Management: We were using WSUS before and it was altogether too cumbersome. KACE has given us the power, flexibility, and verification we need to feel comfortable our patches are up-to-date.
    • Service Queue: We made KACE our help desk system and it does everything we need it to do. Great improvement over our old system.
    Jeff Nickles | TrustRadius Reviewer

    Cons

    Freshservice

    • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
    • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
    Rob Buurman | TrustRadius Reviewer

    KACE Systems Management Appliance

    • The KACE SMA needs a better way to handle different roles in the software so certain users can access or administrate certain parts of the software, but not the entire software installation.
    • The KACE SMA could improve the ticketing process of projects. The aspects of the title and some information do not always flow down from the parent ticket to its child tickets.
    • The KACE SMA could improve the UI of the software with the addition of different CSS color schemes.
    Andy Anschutz | TrustRadius Reviewer

    Pricing Details

    Freshservice

    General

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

    Starting Price

    $19 Per Month Per User

    Freshservice Editions & Modules

    Edition
    Starter$19.001
    Growth$49.001
    Pro$89.001
    1. Per Month Per User
    Additional Pricing Details

    KACE Systems Management Appliance

    General

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

    Starting Price

    KACE Systems Management Appliance Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    Freshservice

    Freshservice 9.1
    Based on 1 answer
    It's overall value in our organization is extremely high and it has become an essential part of our business.
    Anonymous | TrustRadius Reviewer

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    Usability

    Freshservice

    Freshservice 9.0
    Based on 5 answers
    On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
    Anonymous | TrustRadius Reviewer

    KACE Systems Management Appliance

    KACE Systems Management Appliance 8.6
    Based on 3 answers
    Overall, the software is simple to understand and use. That said, most vendors have been slowly updating their user interfaces to HTML5 so that they have a clean updated look and feel. This is where KACE falls short in that the UI is great for a packaged software 10 years ago. This isn't a major limitation as the software is really meant primarily for technology users.
    Anonymous | TrustRadius Reviewer

    Support Rating

    Freshservice

    Freshservice 10.0
    Based on 14 answers
    I really like their support team, they are very friendly and very knowledgeable. Every time I have contacted them with any doubt, they were able to resolve it, and when my inquiry had no response, they would escalate the requests as feedback. Accessing their portal, you can also verify that your request has been properly escalated.
    Anonymous | TrustRadius Reviewer

    KACE Systems Management Appliance

    KACE Systems Management Appliance 9.4
    Based on 6 answers
    KACE does exactly what you need it to do, it maintains your computer environment. You can set patch schedules, inventory computers, setup software catalogs; basically everything you need to ensure the computers on your network are being actively managed. This is all with little need for constant configuration or updating the setup.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Freshservice

    Freshservice 8.2
    Based on 1 answer
    Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
    Anonymous | TrustRadius Reviewer

    KACE Systems Management Appliance

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    Freshservice

    We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
    Mark Kosier | TrustRadius Reviewer

    KACE Systems Management Appliance

    We have selected this software because it rolls several different systems into one. We have a helpdesk system with this and an asset and inventory management system as well. We pay one price for the whole system instead of paying multiple companies different amounts that would have totaled more than we pay for the single system.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    Freshservice

    • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
    • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
    • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
    Rick Murphy | TrustRadius Reviewer

    KACE Systems Management Appliance

    • KACE has saved us from having to spend several days of employee hours in crafting DVDs and duplicating them (100+ DVDs)
    • KACE has saved us on the postage required to send out those DVDs for every update (monthly) to all of our customers electronically
    Anonymous | TrustRadius Reviewer

    Screenshots

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