SolarWinds Service Desk vs Kaseya VSA Comparison

To give some background, we took on IT services for a smaller company that was getting absorbed by us. While a lot of the IT foundations laid down were pretty flimsy or problematic, one thing stuck out as very well done. They were using Solarwinds for I.T. support and it was definitely a sigh of relief amongst the other mismanagement from before. Everything such as device enrollment was pretty simple, the feature set for online client management was well-stocked, and my favorite was the ability to remote in without needing an external program to do so. We currently use Kaseya and it's just hot garbage, I sincerely wish we could move over to Solarwinds for our main company's IT helpdesk tools.

While there is a lot to like about this, some of the UI felt a little "cramped" from time to time. The feature set was nice, but what I was looking for was sometimes a tiny little button on a small option bar. Perhaps some buttons or icons of size would help streamline things, as this can also make training others more difficult, since the task options are easy to miss.

Complete suite for administrate IT infraestructure

Service Desk solution is not the best solution

Agent procedures Secure Remote Control Service Desk

-Not much changes from year to year -Features are new adds and cost additional. - A lot of what I was sold on 12 years ago is only finally coming to the market today in form of a bold on add on at an extra fee

live connect and remote control of endpoints is great. KSDU is nice when it works but the reporting isn't accurate. Service Desk module is good and we use it everyday.

SQL backend makes updates a pain. Everytime we update we have issues. Would love to migrate to the cloud but no migration options are available.

Monitoring, Remote Control and Patching all within one management console. Ease of access to multiple features.

At times, not user friendly and hard to navigate.

VSA is a robust tool that allows my service desk team to streamline efforts and resolve issues more efficiently for clients.

The learning curve can be steep, and given that the tool is so robust, it can be overwhelming to lower level technicians. However, I think this is mitigated by the available training.

Live Connect has been a great addition to the RMM Platform. We use service desk for our helpdesk ticketing system and enjoy the many ways it can be tweaked to fit .

Getting the solution setup was a difficult task, especially the service desk. I with there was more options/fields for asset tracking and management. Fields like Purchase Date, Expiration Date/Renewal Date, automated checks for Dell warranty information, domain expiration tracking.

Probes are very easy to depoly and get up and running. In addition there are many products it integrates with.

Their support desk is very unreliable and often tickets can go many days without any feedback.

Remote access, Helpdesk ticking and Automation.

It is a little complex to use and setup properly.

The liveconnect feature is quick, and vital to our operations. Multiple techs use this every day for our onsite support.

We have continually lost functionality. The latest victim is the iPad app for the help desk. We have over 75 techs that rely on this every day and we are wondering what is next for us with this portion of the product.

The modular architecture covers everything a Managed Service Provider needs in order to provide automated Service for its customers.

The Overall stability of the program Code (Agent) is very bad. The availability of funcionality and features are not given. Very complex database. The GUI is not intuitively to understand. There are no actual templates for Monitoring. High Support costs for the Base Framework with no relevant improvements in the last years. No real partership, nobody listens to the Needs of smaller MSPs.

their initial sales pitch was good and convinced us to buy it.

terrible customer service, NO Support, slow, lousy features for the price

It works well good quality, no issues, the ease of use is the best quality.

It isn't the best I've ever used, it could be faster.

We can do 90% of all support service remotely.

You need to pay extra for good new modules

We are a private company that uses the VSA for supporting our internal network and users. As an asset management platform the VSA works well. We are able to leverage the many support features to provide assistance to our end users.

The integration with end point security has been tough. The management platform for EPS was frustrating and difficult to understand. We experienced false positives on a daily basis on the EPS solution. Ultimately we moved away from the Kaseya/Kaspersky solution for end point security. We used the ticketing system for years before moving away from it last year. We found that the ticketing module did not provide the flexibility our team needed to track and manage tickets in the most efficient way possible. The ticket module was one of the modules that did not get much attention and did not get updates because we were pushed to the service desk solution.

*Easy UI to use software *Technical support team gave me answer in one business day thus I can easier maintenance this software.

*When I purchased license, I need to buy only 2 months of license because our because we are going to stop this service. And we need to negotiate a lot with Kaseya sales team to extend license only 2 months instead of year.

Patch Management, Remote Monitoring and Scripting LiveConnect, plug-ins, Automation Exchange. Automation Ease of use Fully Featured Great integration The feature set is good and it is stable overall. It has been very good at alerting, monitoring and backups.

terrible customer service, NO Support, slow, lousy features for the price Constantly have to uninstall live connect and reinstall. Seems the only way to maintain good connections.

I very much like Kaseya VSA's patch management capabilities, discovery, remote control and Live Connect, as well as the many integrations with 3rd party products. VSA has made troubleshooting and reporting on ours and our customer's networks exponentially easier. I like that Kaseya is plotting out a roadmap to a software version that encompasses all aspects of Managed IT Services, and am looking forward to the next release.

I am not particularly fond of Kaseya's Cloud Backup integration with Acronis, and while customer support was exceptionally good prior to our purchase, and for almost the next full year after, it seems that there have been some internal changes of late. We've had 4x account representatives in the 1.5 years we've been using VSA, and this last fellow just isn't cutting it. I've also noticed that our version (permissions) to the SAAS VSA do not reflect the same dashboard as others and getting features added or removed has been a process.

Patch management makes it easy to manage Windows patches for computers in my organization and keeping them up to date.

No service tag for Dell computers. It would be nice to have that option back when you clicked on the tag number in kaseya and it woukd tag you to the Dell site.

A lot of good feature for IT Management Software. On the cloud.

Very poor customer service. I can say no after sales customer service at all. No phone number can be contact for urgent issue. You need to submit a few times of ticket to get reponse. Submitted ticket take more than 24 hrs to reponse. Very confuse of ticket submit link from the website. Be aware of account payment, they will lock you out without notice if you miss the payment. They don't care you are using the software for your business.

Overall, good, lots of features and most of it is easy to use. We use this software to push out updates, patches, and manager our anti-virus.

The viewer for remote desktop updates almost daily!!! We are forced to update it and run it every time we want to RD someone.

As a Managed Service Provider we were initially attracted to Kaseya for its Windows patch management and Event Log monitoring. The powerful scripting agent has allowed for us to deploy software and patches quickly.

Over the years they have bolted on several features and while they have polished up the interface quite a bit the navigation is not intuitive and there are times where you might need to go to several places to get the information you need. The remote access tool to endpoints is slow and does not always connect so we ended up using something else that was more efficient. The canned reports need a lot of work before they can presented to a client.

Kaseya offers a lot of modules and so includes a lot of features for managing endpoints. Kaseya is very reliable. Fairly easy to configure (in relation to the number of features you want to utilize, but if you have a lot of agents then it is well worth your time).

There are bugs in the software and sometimes update break things that were previously working well. Customer service is probably good for resolving issues for small or medium deployments on Kaseya VSA, but is not great for large deployments.

I have logged, literally, thousands of hours in Kaseya. As stated above, I can do more in the VSA than if I'm in front of the PC. Hugely powerful. People ask me "So what kind of things have you done with Kaseya besides just remote into a desktop"? Then I give them a simple example, such as how I wrote a small agent procedure that allowed me to uninstall Office 2010, install Office 2013, and activate the product with a license key on more than 350 endpoints with (literally) three mouse clicks. And I did it with a 100% silent uninstall/install while the user was logged in and working. They had no idea anything was even happening with their workstation. Kaseya makes what could otherwise be a huge project super easy stuff. Kaseya is probably the most important force multiplier in my environment.

Identifying a con is tough. The only drawback I would point out is that for brand new users there can be quite a bit of learning curve when you delve into the really powerful features. For example, writing complex agent procedures takes experience. That being said, the initial basic use of the most common features is easy to pick up right away, so even the learning curve isn't a big deal. When you're ready to "do more" and invest the additional time to learn the more advanced features, they're there waiting for you. For basic help desk folks, they may never need to go beyond the surface features.

We rarely have problems with the software. It just runs. We are constantly asking it to do more and it always performs. We depend on it to service our clients and rarely if ever lets us down.

Promised updates and features usually take longer than promised to make it to us. Not an uncommon issue with other major software developers but they get us excited about a new release and then we wait...

Kaseya VSA is the oldest and most mature RMM platform. It does it all; software management, monitoring, alerting, 3rd party patches, windows patches, backup, anti-virus/malware,, and the best scripting engine around.

The complete integration of the Kasey's network monitor Traverse isn't done yet, nor is their latest acquisition Rapid Fire tools.