Kaseya VSA

A full-featured product that could use better support and documentation

Comments: Remote Monitoring and Management of user PCs.

Pros:

This software is very full-featured and allows quite a bit of granular control and automation. It continues to improve and has a nice amount of features that are included.

Cons:

Features that would be nice to have in the base version must be purchased as additional plug-ins so that one feels somewhat "nickeled and dimed" every time you want to expand your feature-set. The cost is on the higher end for a remote management product which could be justifiable if the support were better. I have found that it is a mixed bag of tricks in terms of how quickly you get a response and every time my ticket is addressed it is outsourced to someone for whom English is a 2nd or 3rd tongue. I don't have a problem with the outsourcing aspect but I often find there is more than a bit of a communication gap and it can be frustrating spending a solid chunk of time trying to get my point across due a language barrier. If this were a very low-cost product this would be more understandable but it is not. There is also a very solid learning curve in terms of understanding all of the features. They offer a Kaseya University option to address that (which I am currently involved with) but it requires a subscription that keeps having to be renewed or you lose access. As the content is static, it would be much better to have a pay once and access forever -certainly for the same version.

Kaseya VSA - Not just for MSPs

Comments: Kaseya VSA has helped me overcome hurdles with outdated software, missing updates, and deployment of new software. I used Kaseya to locate which devices are using old version of Office and using Windows version XP, 7 and and 8 and 8.1. This has helped me in the process of updating all of our devices to the newest Office and Windows 10.

Pros:

Kaseya VSA is not only for MSPs, but for anyone who needs help managing their assets in the office and in the field. I'm the IT Security Manager with all the hats in the IT world at a large confectionery broker. I manage over 250+ devices on my own, with the help of Kaseya VSA. I could not do my day-to-day job without Kaseya VSA.

Cons:

I'm not a fan of the app as the functionality seems to be spotty. Right-clicking the client app sometimes brings up a menu, and sometimes it only offers a simple selection of "Refresh". This is my only gripe in the 3 years I've been using this product.

VSA X Needs Improvements

Comments: A much simpler and user friendly interface than VSA 9 but more limited in features.

Pros:

Modern interface with good functions, such as pinning systems and good filtering

Cons:

We were moved from VSA 9 to VSA X but this has reduced functionality, reports are now very limited for example, and performs worse in remote sessions than previously.

Kaseya VSA Review

Comments: Good overall experience although my service desk have had confidence knocked in the product with recent outages.

Pros:

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

Cons:

At times, not user friendly and hard to navigate.

Feedback

Comments: Asset management, API into ITGlue/BMS as we're a full Kaseya house and remote access

Pros:

Being able to remote into devices easily

Cons:

Poor Reporting, Live connect disconnects

Kaseya wins the award for worst support in any software I've ever used

Comments: embarrassingly disappointing

Pros:

The software is actually quite good when it works properly. It has a huge amount of features.

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. First point of support is guys in India with no idea of manners and very little training on Kaseya. I currently have tickets open weeks and some for months. I have been in IT for 16 years and never experienced such dreadful support.

A great product Until the Company Was Sold

Comments: I have switche3d most of my endpoint management to competing products because I have had much better results. Overall, I am not satisfied with Kaseya VSA.

Pros:

Kaseya is a powerful product that allows you to complete a wide variety of endpoint management tasks. Reporting is stronger than in some competing products.

Cons:

I was very happy with the product until it was sold a few years ago. Support used to be very good and management was quick to assist with problems that we found. After the company was sold, the quality of support greatly deceased and the product stagnated.

Kaseya VSA has been a lifesaver for managing our IT systems remotely. It's easy to use and helps keep everything running smoothly.

Pros:

The remote monitoring and management features are top-notch. It has saved us time and simplified our IT management tasks.

Cons:

The user interface could use some improvement. It feels a bit outdated and clunky at times, making navigation a bit difficult.

Overall positive experience with Kaseya so far, but getting down to brass tacks.

Comments: This software allows my company to support and manage the networks, workstations, servers, and technology of our customers. It allows our technicians to remotely access and administer customer systems, automate maintenance tasks, monitor security and end user behavior, and also gives us a direct link into Kaseya's BMS product for support desk access with direct customer asset access and information. It has saved us many labor hours through automation of system patching and simple end user request or issue resolution.

Pros:

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.

Cons:

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.

Great Product

Comments: I have been using Kaseya VSA for about 10 years now. It has transformed my business. I travel less and less to clients sites and do most if not all work remotely for them. Their customer support is top notch and they work hard to help you. Their billing department could be improved, but they're working on it. They have Kaseya Connect every year in Las Vegas. I wish they would hold it somewhere other than casinos and strip clubs. Kaseya is a must for your business. They can scale with you as you grow your business too.

Pros:

Kaseya is awesome in the automation department. I am able to set scripts in place and have them run in the middle of the night. No more staying up after hours pushing out patches and fixes. I can set the patch management to scan for new updates, then push them out on a schedule that I determine.

Cons:

The product works great on Windows machines, but updating a Mac can be tricky. I would like to see them move into the Android field more too. There are more and more Android devices coming into the work sphere that having an option to remotely fix androids would be great.

Solid Solution

Pros:

Powerful remote monitoring and management capabilitiesWide range of featuresCloud-based deploymentScalable to meet the needs of businesses of all sizesEasy to use interfaceGood customer support

Cons:

Complex solutionCan be expensiveSome features are not as reliable as othersUpdates can sometimes be disruptive

Not The Best, But Will Do the Job

Pros:

Ease of remoting on user's PCs or servers. There are various tools to use when checking client's networks and other information. Automation of scripts and patches/updates is a huge plus.

Cons:

There are various bugs when browsing around Kaseya VSA portal. Kaseya portal outages occurs frequently.

The most buggy and useless pile of nonsense code in existence.

Comments: BUGGY, enough to drive anyone crazy. Take the tree structure drill down... They're actually drill UP, in that if you click ANYTHING, every "+" in the tree expands. If there are 300 customers in the tree, you've got to scroll like mad for an hour through everything you didn't want expanded, just to re-find what you WANTED expanded. Tons of applets in the program simply don't do work at all. The "Discovery" app, which should identify all devices on a given network actually can't identify anything that doesn't already have the Kaseya management agent on it, making deployment a totally manual process. The network monitor doesn't provide any meaningful information, just sends you thousands of emails telling you it failed.

Pros:

Not one single "feature" is at all likeable.

Cons:

Mostly it doesn't work, that is to say, it doesn't do what it's supposed to. When you ask support how to get a part of the app to function correctly, they just tell you "it's a known issue, we're working on it" The product has been out for over ten years, but they're working on it. One you pay them, say goodbye to that money, and they will never fix it. Why should they, you already paid them, so they have zero incentive.

Fantastic software for managing your enviroment

Comments: Absolutely love it. It does so much more for us than what we had before. The Kaseya knowledge base and public agent procedures site is helpful. Patch management is my biggest love from this product. The ability to access machines with just Internet access is a huge plus. It has also made managing our inventory considerably easier.

Pros:

Easy to see all machines and servers in real time with connectivity status. Agent install is quick and customizable. Patch management feature is robust. Agent procedures allow a wide range of management possibilities. I love that I can access any of my servers with just Internet access. This have come in handy many times when iDRAC or VPN access has been lost.

Cons:

Management for Macs is less robust. The lack of a 64 bit agent until recently was a pain point for a while. Updating Live Connect is time consuming,

Powerful software, difficult company

Comments: If I were to make the decision today, I'd choose a competing RMM. However after investing hundreds of hours into custom scripts and researching and designing monitoring.. switching RMMs is not an easy task. Consider that accordingly when making your decision. Also know that no solution is turn-key out of the box and that to make the most of your RMM, you will need to invest tech time in such R&D and customization.

Pros:

Kaseya built out one of the first and still most powerful RMM tools on the market. They have wide-ranging integrations, a very mature scripting language, and a web-based single-pane-of-glass user interface that is simple but effective. Their remote control tool is extremely fast.

Cons:

Dealing with Kaseya as a company has been the stuff of nightmares since I first used it in 2008. Despite massive growth, management overhauls, and continued change.. the company has and still seems to feel as though their clients are an afterthought. I got my hopes up a few times with promises of change and was let down. Pricing has always made me feel a bit "nickel and dimed". Acquisitions and integrations have been a bit buggy (KNM... you had so much potential!!) and have been their focus instead of improving the core product.

Good Platform for MSP's

Comments: I would say our overall experience has been a 3/5, the alerts and information on agent workstations come in handy. The file transfer feature to and from agent systems crashed a few times in our early days when transferring between MacOS and Windows. The chat feature needs improving as although it opens a browser window it doesn't automatically go to the chat which can result in users on agent systems sometime closing window not knowing why it's opened. Would be nice if chat just opened up in a window directly. A mobile app has been promised from sometime now and would be really appreciated. Ease of deployment for windows is great, however it's best to wait a month or two before updating to the latest MacOS release as we've found the Kaseya agent isn't always updated at the time of MacOS new releases. We also love the feature to update the agent icon to our own branding, again this works great on Windows but found icon reverts to stock image on MacOS after a few reboots.

Pros:

We have both Windows and Mac admins and the ability to be able to administer from both platforms was a key a factor in our decision to use Kaseya VSA for our MSP business.

Cons:

Connecting to an agent desktops can be delayed, we sometimes found we had to close and reopen the live connect app multiple times to connect to a host. This however works a little better when trying to connect directly from a browser.

It was great

Comments: We have been working with Kaseya since an early version. It was a great tool back in 2009, but they haven't change too much. Functionality is there, but the interface is inconsistent between the different modules.
Support has been terrible, but it got better on the last year.

Pros:

Kaseya VSA is a powerful RMM solution that includes everything you need to manage your customers networks. From remote access tool, network discovery, patch management to scripting.

Cons:

VSA seems to be made from different teams each one with its own interface. It is not consistent and it you need to click several place just to do another task in the same machine.

Kaseya VSA - The Best RMM

Comments: Having an RMM package is essential to running an MSP. It allows us to service our customers with fewer tech resources and a lower tech to customer ratio than without.

Pros:

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.

Cons:

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

Combionation VSA and Vorex

Comments: We use AzureAD. Only AzureAD. This means we don't have a legacy Active Directory. As we don't have legacy Active Directory, we don't have group policies. We do have Intune but Intune is not yet mature. We needed to find a way to control our pc's. We started with VSA at first. We do want to move over to full Intune and we did move some management tasks over to Intune. Still we do use VSA to have a quick overview of our pc's. Also VSA feeds our Ticket and Assets system Vorex.

Pros:

We do have a good and fast overview of all our pc's. We can see where a laptop is logged in and who was the last person who was logged in.

Cons:

Pushing policies and scripts cannot be don at startup of logon. Wen you reinstall a pc a pc is duplicated in VSA. This costs double on licenses and gives a distorted overview. Deduplicating must be done by hand. It would be nice to have a serialnumber check or something.

Kaseya Review

Comments: Their tech support was very helpful in helping me to get it up and running initially. Overall I would recommend it to a MSP or IT director with a lot of computers and/or branch offices.

Pros:

Kaseya VSA is very powerful and makes managing large groups of computers much easier. There are a number of different tools that allow remote control, remote task management, event monitoring, alarms, inventory and auditing, software inventory, push programs and patches and more. It's been around for quite a few years and is a leader in the MSP arena. I have the on-premises version and run it off of a local web server.

Cons:

It's a little tricky getting it setup initially. I think the Cloud version would be much easier to implement but I opted for the on-prem version because it had a few more extra features and was less expensive.

Kaseya touts a powerful system, but their Mac support is poor and their alerting is confusing compared with others.

Comments: I feel that this software is better for people who are extremely tech savvy and can tell right off which alerts can be ignored, and which ones are legitimate. We received thousands of alerts per month, with only maybe 10% of them being actionable items. This service ended up being quite a time-consuming. Also, with its per-agent pricing, the costs got a bit out of control.

Pros:

It is easy to deploy Kaseya. I like the integration with the Amazon cloud backup and the antivirus. The dashboard looks nice, and you can run custom scripts to help maintain your systems.

Cons:

Many extraneous alerts come through, and it's difficult to manage which monitors you want. Also, it advertises Mac support, but the agent crashes on Mac quite a bit and there aren't half as many management features on Mac as their are on PC. Every time Apple OS updates, there's a problem with the Kaseya agent. We switched off of this software. It is very expensive for what it does, and there are good alternatives.

The Kaseya Experience is good but takes alot of experience to work though it

Comments: a glorified remote support agent

Pros:

the almost unlimited options of monitoring capability's and that windows update works semi well on machines.

Cons:

how you go about setting up the monitoring and that you need a secondary monitoring tool to monitor networks or to sync machines and tickets you need to buy yet a nother tool that they dont tell you about

Some functionality not obvious

Comments: Overall, this has been an easy to install and implement software.

Pros:

Overall, it is easy to set up and administer. There are lots of functionality options in order to automate the environment and keep track of all workstations and assistance needs.

Cons:

Some of the modules, even using the help options available, are not obvious for set up and require some tweaking and re-tweaking. Occasionally it also requires reaching out to support, which is just a slow process. However, the people we have worked with have been thorough, knowledgeable and have been very helpful. Additionally, once data gets to a certain amount within Kaseya, it makes searching for tickets very difficult - and you can't search by ticket number.

Easy to use and has just always worked.

Pros:

Remote management is lightning fast. The audit piece is very nice to keep track of all the businesses assets.

Cons:

There seems to be a bit of a gap between releases. Sometimes you get a rep that keeps in constant contact and sometimes you don't talk to your rep for a long while. Not a bad thing though.

Highly Recommend VSA

Comments: Have used this product for over 2 years and have no regrets. Has helped us respond to our clients faster. In fact we have been able to lower our on site calls.

Pros:

The remote connection to pc's has reduced our response times greatly. The ability to see what they are doing helps troubleshooting the problems quicker. The ability to have their service tags / serial numbers allows us to check and verify warranty. Also, information that is shown on the main screen can help us locate PC's that are older or out dated.

Cons:

Updates with Live Connect, some times install will fail and have to uninstall and reinstall. Some connectivity issues when using live connect is slow.