What is our primary use case?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. It has a service desk, project module, CRM, a project feature, and a complete finance model with auto billing. From an MSP perspective, it was a good platform.
Kaseya Vorex can cater to an entire small organization and can operate on a common platform. It has an HR module, a finance billing module, an inventory module, an internal IT support service desk module, and a project module.
What is most valuable?
Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing. For all MSPs, it was a good platform.
The product management feature with Kaseya Vorex was valuable. Kaseya was attempting to introduce integrated communication tools, but it was very late for them to improvise.
Kaseya products were stable. The product has no issues, no bugs, nothing. That is the reason we have been using it for almost five years now.
What needs improvement?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex.
The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there.
The Service Desk was not in complete compliance with the ITIL framework.
For how long have I used the solution?
We have been using Kaseya Vorex for almost more than five years.
What do I think about the stability of the solution?
The product has been stable. The product has no issues, no bugs, nothing.
What was our ROI?
I have seen a return on investment with Kaseya. We have been using Kaseya products for the past two decades, and I had never found anything in comparison to Kaseya in the market. I have replaced many of the OEMs with Kaseya products.
What other advice do I have?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogether different from a business model perspective.
With Kaseya products, I had never faced issues. The products were very much aligned to what our need was, but the only thing we had to move from Kaseya is that Kaseya's focus is on something else.
Overall, I do not disagree that the products were good, but the improvement was not aligned with the market need. Kaseya Vorex, according to their vision of the product, has some objectives that must be different.
Pricing with Kaseya was very aggressive in terms of it being very comparative since we were having an MSP agreement. Pricing was not a concern.
I would rate Kaseya Vorex nine out of ten. I will recommend it to some companies, especially small organizations that do not want to invest in so many different tools.
