Freshservice vs KACE Asset Management Appliance comparison

Freshworks and Quest Software are both solutions in the IT Asset Management category. Freshworks is ranked #6 with an average rating of 8.2, while Quest Software is ranked #19. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 66% of Quest Software users who would recommend it.

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Executive SummaryUpdated on Mar 1, 2026

Freshservice and KACE Asset Management Appliance are competing in the IT asset management space. Freshservice holds an advantage with its emphasis on flexible integration, while KACE Asset Management Appliance leads with its extensive asset control features.

Features: Freshservice offers a cloud-based setup enabling efficient ticket management, automation capabilities, and quick deployment without complex project planning. KACE Asset Management Appliance excels with robust inventory management capabilities, remote control for fixing bugs, and automatic compliance reporting.

Room for Improvement: Freshservice could enhance its customization and flexibility for organizations with specific needs. More advanced analytics and reporting would be beneficial, along with improved integration options. KACE Asset Management Appliance could work on simplifying its sophisticated setup process, offering better ease of use and more intuitive user interfaces to facilitate quicker adoption.

Ease of Deployment and Customer Service: Freshservice is praised for minimal setup complexity and strong ongoing support, providing a smoother initial deployment experience. KACE, with its more sophisticated setup, ensures efficient resolution of technical issues through its comprehensive support structure.

Pricing and ROI: Freshservice generally offers a lower setup cost, appealing to smaller to medium-sized operations seeking rapid implementation and immediate benefits. KACE Asset Management Appliance, though requiring a higher investment, provides a larger ROI due to its detailed asset management features, making it more suitable for larger enterprises.

To learn more, read our detailed Freshservice vs. KACE Asset Management Appliance Report (Updated: August 2026).

Buyer's Guide

Freshservice vs. KACE Asset Management Appliance

August 2026

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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

"ROI is good and impressive after using automation anywhere RPA platform."

"Before the automation, it used to take about two to three hours, now, with automation, it takes about 40 minutes."

"The recorder feature for front end automation and email packages is the most valuable feature as it has more features and it makes the email server related tasks easier and more independent on the email client."

"Automation Anywhere has positively impacted my organization by saving millions of dollars over the past several years since we implemented it, along with saving a lot of hours, achieving a lot of ROI, realizing a lot of value, and significantly reducing urgency and stress."

"We are getting massive efficiencies across our back office, internally."

"Since it has capabilities to integrate with third-party applications easily, it makes the life of an automation engineer very easy."

"Automation Anywhere has improved my organization by automating many rule-based and nonjudgmental processes in domains like telecommunications, human resources, financial services, and daily or monthly reporting."

"One of the most valuable features is the error handler, as this command has helped me design bots that can handle multiple errors and exceptions."

More Automation Anywhere pros

"Freshservice is more stable and easier to use; it's also less expensive, and for small and medium-sized organizations, it's quite good."

"It allowed the development team to concentrate on the client’s requirements instead."

"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."

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

"There is a nice user interface."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."

"The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system."

More Freshservice pros

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

"Quest KACE Asset Management Appliance is highly stable."

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

"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."

"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."

"The solution is scalable."

"Feature-wise, I think it's more to do with the usability. It's pretty simple and it's got a very low learning curve, so that helps a lot. Feature-wise, things work pretty well as it's provided a lot of information available on the guides and the manuals, and things work as per the description."

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

More KACE Asset Management Appliance pros

Cons

"If we are going through the high availability in the IQ Bot setup, it's a bit complex."

"I would like to see web and cloud-based platforms for future releases."

"Their license model needs to be improved. The biggest issue for me is that the license is tied to a person, and it is not something that I can pass if I want to use it for the first five hours and pass it on to you for the next five hours and so on. When we automate, the license is tied to me, and if you or somebody else needs to use that license, as a COE administrator, I need to transfer the license from person A to person B. This is something that I have always told them that should not be this way because you want to utilize your licenses effectively."

"It is difficult to learn all the possibilities that the product and automation itself offer."

"Where minor but widespread changes are made to the cloud product being operated upon, changing the cloned search values individually was incredibly time consuming, and it shut down the RPA service until it was fixed."

"When it comes to reading email, this solution is unstable and improvements need to be made."

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."

"Instead of depending on other open-source BPM products, AA should provide their own BPM for attended automations."

More Automation Anywhere cons

"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."

"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."

"Their analytics need improvement."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

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

"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

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

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

More Freshservice cons

"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."

"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."

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

"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 first thing I don't like about KACE is that it needs to have a proper service desk. The categories and the command section do not reflect the users and the permanent users porting commands on updating. There is an issue and delay in loading the commands. We also want a proper structure for infrastructure management. Also, the AI chatbot and user template options are missing."

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

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

More KACE Asset Management Appliance cons

Pricing and Cost Advice

"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"Automation Anywhere is affordable."

More Automation Anywhere pricing and cost advice

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

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

"Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments."

"We're basically paying about $100 USD per agent per 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."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"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

"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."

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

"It is less expensive as compared to SCCM."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

Construction Company

18%

Financial Services Firm

15%

Comms Service Provider

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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...

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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...

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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.

See all answers

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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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...

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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...

See all answers

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...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshservice

Compared 11% 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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ServiceNow vs KACE Asset Management Appliance

Compared 19% of the time

InvGate Assets vs KACE Asset Management Appliance

Compared 15% of the time

Qualys VMDR vs KACE Asset Management Appliance

Compared 13% of the time

Lansweeper vs KACE Asset Management Appliance

Compared 7% of the time

SymphonyAI IT Service Management vs KACE Asset Management Appliance

Compared 6% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

August 2026

Download Freshservice product report

Buyer's Guide

IT Asset Management

July 2026

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

Buyer's Guide

Freshservice vs. KACE Asset Management Appliance

August 2026

Free Report: Freshservice vs. KACE Asset Management Appliance

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