Freshservice vs KACE Asset Management Appliance comparison

Freshservice vs. KACE Asset Management Appliance

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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Adam Augustín

Country Manager at Prianto Ltd

Remote control and massive deployment streamline operations efficiently

It seems that it is a bit difficult to learn and purchase. The requirement for employees to be certified before purchasing is understandable yet can be a hurdle. A focus on more simplicity and user-friendly features would be beneficial. More training deals, up-to-date articles, and improved documentation would help users navigate the solution more intuitively.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Since it is AI-powered, it automates our work; initially, we had many manual interventions, but now with the AI-powered capabilities, we are saving time and our productivity has increased."

"Document automation has notably reduced manual effort."

"The IQ Bot is very impressive to us, as we have tried several tools in the industry and we have not been able to automate to the same level as provided by this solution."

"We have automated every finance-based operation, from collections to invoice processing, and it has streamlined many manual processes, eliminating errors and inefficiencies while allowing us to introduce metrics so we can generate operational reports and improve our overall business."

"On the server-side, multiple developers working on a single project can save their individual works and have them stored in a single repository."

"Recorders and Bot Insights are very valuable features."

"It is easy to use for non-technical people, with a simple drag-and-drop interface, so they don't need to be technically savvy to automate their processes."

"The integrations with the OCR engines in Automation Anywhere are quite powerful, and they have helped us in many projects."

More Automation Anywhere pros

"We find its ability to track what's going on with each request very valuable."

"We found the initial setup to be very simple."

"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."

"The stability is pretty solid; we've never had major outages or any workflow issues that weren't caused by an administrative error, and it's been pretty stable as far as a ticketing platform is concerned."

"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."

"It is a stable solution. My company hasn't faced any problems with the solution."

"You can just register and within five to minute minutes, you are ready to go."

"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."

More Freshservice pros

"The inventory in Quest KACE Asset Management Appliance is very valuable."

"The platform offers efficient stability."

"We use the solution for IT service desk management and asset management."

"We have a support team here in India that has been helpful. We have not reached out to the global support for Quest KACE Asset Management Appliance."

"We utilize the package management feature the most. We also use it for getting the inventory. Companies like us don't have an inventory or asset management system per se. A lot of companies, for instance, use SCCM as their asset management tool. We are using Quest KACE Asset Management Appliance for asset management, which is a good feature. The feature that I really like is to be able to upgrade to the Windows management systems or Windows version. It is very seamless, and I have found it fairly good."

"Quest KACE Asset Management Appliance is highly stable."

"If you consider cost, support, stability, and usability, then it's better; it's slightly on the costlier side, but it's much more stable than most of the other solutions."

"The ability to work on printers and everything can be done remotely, which enhances functionality."

More KACE Asset Management Appliance pros

Cons

"AA has many features but the issue is with the loss of overhead on computing resources. For example, if the bot is encrypted, the bot should decrypt it first then act accordingly. If there are issues with the logic in the bot, there will be a lot of computer memory overload. There should be an additional feature for cloud functionality."

"I believe there is room for improvement in Automation Anywhere, particularly in their training programs, which need more development."

"They should do more on the cognitive side. If they can keep adding more features, that would be their greatest advantage."

"The API integration should be improved further since it is a bit difficult at the moment to connect with the API in the enterprise version."

"The IQ Bots need more out-of-the-box models to lessen the time required for model training. Their competitors provide more built-in models, which enhance capabilities in document processing."

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

"They need to improve the REST Api documentation because it is not well detailed or clear enough for beginners, and they need to provide some out-of-the-box AI and ML functions such as image classification and object identification."

"Some things that I do not see as of today are interactive chat or video interface."

More Automation Anywhere cons

"While we're just starting with project management, I foresee some limitations with it two or three years down the line."

"Currently, we can have only one plan per subscription. All users have to be on the same plan."

"They're not very good at technical support."

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

"I experienced some delay in response time for non-function critical queries."

"Freshservice has an AI agent that needs improvement for finding knowledge base articles."

"I'd like to see better reporting on changes and as well as enhancements to the task/time function."

More Freshservice cons

"Quest KACE Asset Management Appliance can improve by incorporating AI and machine learning into the solution."

"A focus on more simplicity and user-friendly features would be beneficial."

"Quest KACE Asset Management Appliance could improve areas related to the management of updates, especially concerning new operating systems."

"Sometimes, it feels like the inventory it takes is not 100% accurate. I would say it is correct 90% of the time. We have had some issues. So, we have to rely on some factors of inconsistency in the data."

"The initial setup was burdensome for us because we manually deployed it."

"The remote desktop tool they are using needs improvement. They have integrated some third-party tools for remote desktop connections but that is a bit complicated. That can be further simplified."

"The price of the solution is high, it would be beneficial if it was more flexible and less expensive."

"It seems that it is a bit difficult to learn and purchase."

More KACE Asset Management Appliance cons

Pricing and Cost Advice

"Our advice is that anybody interested in this product should negotiate product bundles in order to reduce the cost of installation and setup."

"Automation Anywhere is reasonably priced because it can sustain us for a long period."

"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."

"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."

"It's very good in terms of cost and pricing."

"The licensing needs to be made simpler or shortened."

"The price is very reasonable."

"I think it's $5,500 per license."

More Automation Anywhere pricing and cost advice

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"The pricing is reasonable."

"Compared to other tools, Freshservice is affordable."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

More Freshservice pricing and cost advice

"I would rate the solution's pricing a six out of ten."

"Quest KACE Asset Management Appliance provides two remote desktop licenses which are helpful. The price of the solution is high, it would be beneficial if it was more flexible and less expensive."

"The product is expensive."

"It is less expensive as compared to SCCM."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

11%

Manufacturing Company

10%

University

Financial Services Firm

17%

Construction Company

16%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	4
Large Enterprise	3

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...

What is your experience regarding pricing and costs for Quest KACE Asset Management Appliance?

They are maybe on the higher end, however, their solutions suit bigger companies well. Building a solution out of sma...

What needs improvement with Quest KACE Asset Management Appliance?

It seems that it is a bit difficult to learn and purchase. The requirement for employees to be certified before purch...

What is your primary use case for Quest KACE Asset Management Appliance?

I am more on the sales side of the business, so I do not use it that much. However, companies with more than fifty em...

UiPath Platform vs Automation Anywhere

Comparisons

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshservice

Compared 12% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 4% of the time

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Compared 23% of the time

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Compared 19% of the time

Qualys VMDR vs KACE Asset Management Appliance

Compared 15% of the time

Lansweeper vs KACE Asset Management Appliance

Compared 8% of the time

SymphonyAI IT Service Management vs KACE Asset Management Appliance

Compared 7% of the time

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Product Reports

Automation Anywhere

Download Automation Anywhere product report

Freshservice

Download Freshservice product report

IT Asset Management

Download KACE Asset Management Appliance product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Flint

KACE Asset Management Appliance, KACE Asset Management

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Quest Software

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

KACE Asset Management Appliance enhances asset usability with popular package management and inventory features, ideal for companies that lack systems. The tool provides seamless Windows upgrades, remote control, and deployment, making it essential for businesses managing multiple devices.

KACE Asset Management Appliance provides streamlined asset management, featuring prominent package management and inventory functionalities that support seamless Windows upgrades and remote control for bug fixing. Users greatly value its capabilities for remote printer work and automated compliance reporting. Suggested improvements include enhanced remote desktop integration, more precise inventory accuracy, and effective service desk features. Simplifying these elements, integrating AI for better image management and operating system deployment would enhance its effectiveness. Updated documentation, user-friendly features, and enhanced training are needed to overcome learning challenges and certification requirements.

What are the most important features of KACE Asset Management Appliance?

Usability with Low Learning Curve: Makes it accessible for organizations with limited IT resources.
Package Management and Inventory: Popular features for streamlined asset management.
Remote Control and Deployment: Allows for effective bug fixes across multiple devices.
Automated Compliance Reporting: Ensures up-to-date compliance without manual intervention.
Remote Printer Work: Facilitates management of remote printing tasks.

What benefits or ROI should users look for in reviews?

Consolidated Data Management: Combines data from multiple desktops and laptops.
Efficient IT Service Desk Management: Supports efficient handling of service desk tasks.
Seamless System Upgrades: Simplifies upgrading systems to new Windows releases.
Private Cloud Integration: Essential for organizations working within private cloud environments.
Scalability for Large Distributed Workforce: Suitable for businesses with over fifty employees and multiple clients.

This appliance is frequently implemented by companies for deploying Windows and non-Windows patches, managing IT service desks and assets, and facilitating software installations. Common within private cloud environments, it supports businesses managing over fifty employees, numerous clients, and a distributed workforce who need consolidated data management for effective IT operations.

Quest Software

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Coastal Community Credit Union, St. Dominic Hospital

Freshservice vs. KACE Asset Management Appliance