Item: Kaseya VSA
Rating: 3
Author: Verified User

Use Cases and Deployment Scope

Kaseya VSA was used by my company to remotely monitor our products that were installed in various locations around the world. It was mainly used by the engineering team for monitoring the test sites, manufacturing (which is what I was doing) monitoring our production test site, and by the field service team to monitor customer sites.

Pros and Cons

The home screen for all of the agents shows lots of information that you can customize.
File transfers to remote desktops were straightforward.

Connection issues. This was a constant headache for me. The internet would be working fine in both locations, but Kaseya would struggle to make the connection.
Customer service. Trying to fix the connection issues was another headache for me as well. They were difficult to discuss issues with and preferred email communication. This lead to the issues never getting resolved, even when we gave them full logs of our connection problems.

Return on Investment

Kaseya has wasted many hours of our engineers' time trying to troubleshoot the connection issues.
Kaseya has made us extremely grateful for the remote desktop software we switched to (Splashtop).

Alternatives Considered

Splashtop Business Access and TeamViewer

Kaseya is the worst remote desktop software I have ever used. I could never understand why I constantly was unable to connect to our remote desktops. Not being able to do my work, the lackluster customer service, and the constant complaints from my workers is the reason why we switched to using Splashtop instead. TeamViewer is used as our "backup" service in case our primary desktop service isn't working, and we had to resort to TeamViewer many times when we were using Kaseya.

Support Rating

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.

Key Insights

Do you think Kaseya VSA delivers good value for the price?

Are you happy with Kaseya VSA's feature set?

Did Kaseya VSA live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Kaseya VSA go as expected?

I wasn't involved with the implementation phase

Would you buy Kaseya VSA again?

Other Software Used

Splashtop Business Access, Wrike, Slack

Likelihood to Recommend

If you are looking for remote desktop software, I think there are much better options available on the market. I think for someone just starting out, the UI is very inaccessible. There are buttons everywhere, a lot of the features are only visible when you hover over a small icon, etc. The only thing I think Kaseya can potentially win over is if you like having the UI be filled with lots of information.

Kaseya...more like KaseNO!

Overall Satisfaction with Kaseya Virtual System Administrator (VSA)