What users are saying about
Top Rated
85 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 85 reviews and ratings
22 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 22 reviews and ratings
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
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
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
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
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.
IT Security Manager
Paraco Gas CorporationOil & Energy, 501-1000 employees
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
Director, IMIT
Calgary Foothills Primary Care NetworkHospital & Health Care, 51-200 employees
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.
Help Desk Manager
Trine UniversityHigher Education, 201-500 employees
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.
Vice President, Information Technology
INSURICAInsurance, 501-1000 employees
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
Sr. System Engineer
Keesing Media Group B.V.Publishing, 201-500 employees
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.
Quality Assurance Analyst II
Ashland UniversityHigher Education, 201-500 employees
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 |
- 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.

Verified User
Supervisor in Information Technology
Media Production Company, 1001-5000 employeesKACE 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.

Verified User
Manager in Information Technology
Higher Education Company, 51-200 employeesKACE 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.

Verified User
Professional in Information Technology
Construction Company, 1001-5000 employeesSupport 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.

Verified User
Administrator in Information Technology
Banking Company, 201-500 employeesKACE 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.

Verified User
Professional in Information Technology
Construction Company, 1001-5000 employeesImplementation 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.

Verified User
Supervisor in Information Technology
Media Production Company, 1001-5000 employeesKACE 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.
Student Health Business Systems Analyst / IT Operations
UC MercedHealth, Wellness and Fitness, 11-50 employees
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.

Verified User
Technician in Information Technology
Higher Education Company, 1001-5000 employeesReturn 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.
Assistant Director of IT
Greenville CollegeHigher Education, 201-500 employees
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

Verified User
Manager in Information Technology
Industrial Automation Company, 51-200 employees