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Kaseya VSA vs Freshservice Comparison

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Overview

Kaseya VSA is your comprehensive solution to providing IT services at scale, whether you're an in house IT department or...

Category Leaders

Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change,...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

4

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.1

199

5

4

3

2

1

71

83

35

7

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
would recommend this app

4.5

574

5

4

3

2

1

338

201

26

7

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

The account reps I have had for the past several years have been amazing. You need to get to know as many people as you can at Kaseya and learn to work as a team with them and you will be very happy.
My engineers love the Kaseya VSA, ease of use and speed. We have been a long time Kaseya partner and plan to continue our great partnership.
Fantastic product that provides the ability to securely manage and monitor your managed service customers.

Pros

I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility.
The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts.
The interface is extremely user friendly, ticket management is far superior to the system we were previously using and the support has been fantastic so far.

Cons

Kaseya support is terrible, I mean really terrible. I think they only have one level 2 technician because the same guy gets back to me when the first guys can't fix it.
Terrible customer service, NO Support, slow, lousy features for the price. Constantly have to uninstall live connect and reinstall.
The lack of a 64 bit agent until recently was a pain point for a while. Updating Live Connect is time consuming.

Cons

I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them.
Difficult to note any dislikes on the application. Any issues we have are being considered for future upgrades.
Lack of Flexibiity to link with other products such as JIRA for example.
  • Vendor responds to reviews
  • Last review9 months ago
  • Vendor responds to reviews
  • Last review14 days ago

Key features

  • Total features125
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Anti Virus
  • Application Management
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automated Scheduling
  • Automatic Backup
  • Automatic Patch Deployment
  • Automatic Scans
  • Backup and Recovery
  • Bandwidth Monitoring
  • Baseline Manager
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CPU Monitoring
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deployment Management
  • Desktop Virtualization
  • Device Auto Discovery
  • Device Management
  • Diagnostic Tools
  • Disaster Recovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Monitoring
  • Email Templates
  • Employee Activity Monitoring
  • Event Logs
  • Feedback Management
  • File Sharing
  • File Transfer
  • For IT Project Management
  • For MSPs
  • Forms Management
  • Full Text Search
  • HIPAA Compliant
  • Help Desk Management
  • IP Address Monitoring
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Optimization
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multi-User Collaboration
  • Multiple Monitor Access
  • Multiple User Accounts
  • Network Monitoring
  • Network Resource Management
  • Network Wide Management
  • Patch Management
  • Patch Prioritization
  • Patch Testing
  • Percent-Complete Tracking
  • Performance Management
  • Performance Metrics
  • Policy Management
  • Power Management
  • Print Management
  • Prioritization
  • Problem Management
  • Product Identification
  • Project Management
  • Project Tracking
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Alerts
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remediation Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Support
  • Remote Update/Installation
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled/Automated Reports
  • Scheduling
  • Screen Recording
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Secure Login
  • Security Tools
  • Self Service Portal
  • Sell Side (Customers)
  • Server Monitoring
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Session Transfer
  • Simple Network Management Protocol (SNMP)
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third-Party Integrations
  • Threshold Alerts
  • Time Zone Tracking
  • Troubleshooting
  • Two-Factor Authentication
  • Unattended Access
  • Uptime Reporting
  • Virtual Machine Monitoring
  • Vulnerability Scanning
  • Web Traffic Reporting
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features132
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Anti Virus
  • Application Management
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automated Scheduling
  • Automatic Backup
  • Automatic Patch Deployment
  • Automatic Scans
  • Backup and Recovery
  • Bandwidth Monitoring
  • Baseline Manager
  • Billing & Invoicing
  • Buy Side (Suppliers)
  • CMDB
  • CPU Monitoring
  • CRM
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Completion Tracking
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Content Management
  • Contract Drafting
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Credential Management
  • Customer Complaint Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Deployment Management
  • Desktop Virtualization
  • Device Auto Discovery
  • Device Management
  • Diagnostic Tools
  • Disaster Recovery
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Monitoring
  • Email Templates
  • Employee Activity Monitoring
  • Event Logs
  • Feedback Management
  • File Sharing
  • File Transfer
  • For IT Project Management
  • For MSPs
  • Forms Management
  • Full Text Search
  • HIPAA Compliant
  • Help Desk Management
  • IP Address Monitoring
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Inventory Optimization
  • Investigation Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Maintenance Scheduling
  • Mobile Access
  • Mobile Alerts
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multi-User Collaboration
  • Multiple Monitor Access
  • Multiple User Accounts
  • Network Monitoring
  • Network Resource Management
  • Network Wide Management
  • Patch Management
  • Patch Prioritization
  • Patch Testing
  • Percent-Complete Tracking
  • Performance Management
  • Performance Metrics
  • Policy Management
  • Power Management
  • Print Management
  • Prioritization
  • Problem Management
  • Product Identification
  • Project Management
  • Project Tracking
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Alerts
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remediation Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Support
  • Remote Update/Installation
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Requirements Management
  • Requisition Management
  • Resource Management
  • Role-Based Permissions
  • Routing
  • SSL Security
  • Scheduled/Automated Reports
  • Scheduling
  • Screen Recording
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Secure Login
  • Security Tools
  • Self Service Portal
  • Sell Side (Customers)
  • Server Monitoring
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Session Recording
  • Session Transfer
  • Simple Network Management Protocol (SNMP)
  • Status Tracking
  • Summary Reports
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Testing/QA Management
  • Third-Party Integrations
  • Threshold Alerts
  • Time Zone Tracking
  • Troubleshooting
  • Two-Factor Authentication
  • Unattended Access
  • Uptime Reporting
  • Virtual Machine Monitoring
  • Vulnerability Scanning
  • Web Traffic Reporting
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations44
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations105
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite