KACE

KACE

(21)
3.7 out of 5 stars

KACE is a comprehensive systems management solution that streamlines asset management, better secures all network connected devices, imaging and administration of system images and more efficiently services end user systems.

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KACE review by Michelle D.
Michelle D.
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"Not intuitive"

What do you like best?

At the end of the day, this product does get the job done. There is plenty of detail that can be collected, and users can securely send attachments through the system. A few weeks ago, they upgraded the look. I do like the new color, font, and size scheme, but I think their efforts would have been better spent on more substantive structural changes to the product.

What do you dislike?

Kace is not an intuitive product, and it seems like it is an interface that may have been great in the early 2000s. It feels like I have to click a million times to isolate that tickets I am trying to look at. The emails that send through the system are bulky and don't seem very inviting. It can be hard to track down where the meat of the information is. My organization switched from Kace to another product for about two years, then back to Kace for cost reasons, and the difference in quality between the two frustrates me every single time I use it. I am pretty sure that in the 2 year break, there were no improvements or structural changes to the product. I don't think that setting up a new ticket is intuitive at all. Overall, it is a very clunky product.

Recommendations to others considering the product

If cost is your main concern, go for it, but if you have a little extra to put into a better ticketing system, I would reccommend it.

What business problems are you solving with the product? What benefits have you realized?

We use Kase as a ticket system for both IT and data oriented offices. Having a ticket system is a necessity in my field, but Kase is pretty frustrating.

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KACE review by Brandon P.
Brandon P.
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Verified Current User
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"Expensive but viable option for MSPs"

What do you like best?

As an MSP, supporting over 1000 machines scattered around the nation, KACE has been a vital tool to our company in our support of our customers. It's agent/server model allows the agent to communicate outbound through some very complex networks, allowing us to easily obtain computer software/hardware details, along with being able to push files and manage installation to those same computers remotely.

What do you dislike?

Originally purchased through Dell when they were supporting the platform, the platform has recently been aquired by Quest Software. While some minor hiccups in the transition, the product remains viable to us. We're hoping with new hands on the product, some of the minor bugs (agents occasionally don't connect, minor glitches in updates recently provided by Quest) should be ironed out and improved in the future.

Recommendations to others considering the product

Setup a trial and ensure the machines you have can communicate outbound via HTTPS. Be aware for sticker shock - this product was in the tens of thousands range (granted we have 1000+ machines it works with)

What business problems are you solving with the product? What benefits have you realized?

Before, all updates for customer machines were provided via physical media, or posted to an FTP server. With the amount of machines in the field increasing, we needed a solution that allows us to be proactive with our customers to ensure hardware and software issues were worked out ahead of time. We also needed a more efficient way of pushing necessary updates to our customers and automating the install of those updates. The KACE platform has greatly improved our efficiency as giving us a single pane of glass to our customers' machines and ensuring we can find and resolve problems well before our customers even realize there is an issue.

What Other IT Management solution do you use?

Thanks for letting us know!
KACE review by Kevin B.
Kevin B.
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Verified Current User
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"Keeping it together with Kace"

What do you like best?

We have been a Kace shop since Dell purchased them years ago. Maybe we like Kace a little too much. The service desk portion which is mostly design for IT can be highly customized. We have ours broken down into 16 different queues now allowing many different departments the flexibility and power of an IT grade helpdesk for their needs. And since they all reside in the same location, workflow is a piece of cake.

What do you dislike?

I can honestly say, there is nothing I dislike about Kace.

Recommendations to others considering the product

Dell has recently sold off Kace along with other products. At first, there was a concern. Word around the net was that Kace wasn't going anywhere but it also wasn't really going anywhere. We have recently heard from some of the engineers that there has been a fire so to speak lit under Kace and we can expect to see the same great things down the road with Quest that we had with Dell. Time will tell. If it stays the same, it will work fine for us for years to come.

What business problems are you solving with the product? What benefits have you realized?

It is our one-stop-shop for software installs, images, helpdesk tickets, inventory. From an IT standpoint, we have gone from an 80/20 running around campus, putting out fires to the opposite. Now we spend more time in our office using Bomgar to remote IT problems. We get more done with less people. And we have extended our support to students and off-campus as well.

KACE review by Administrator
Administrator
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"Very basic but good quality ticket management system"

What do you like best?

I like having the ability to cc others on tickets, to create tickets and manually update the submitter, etc, and attach related tickets.

What do you dislike?

It would be nice to allow the attachment of more than one file at a time to a comment/response. Additionally, the links and formatting get a bit wonky since HTML is removed. Lastly, I can't create sorting rules in the ticket lists: I can only sort A-Z or Z-A on one column at a time, rather than establishing an order/hierarchy (e.g. by status and then by modified date).

What business problems are you solving with the product? What benefits have you realized?

I am able to filter all requests from sales staff into one location to ensure that I don't miss anything. Additionally, it makes all requests trackable and allows me to report on common trends or issues (in terms of users or common errors/requests).

KACE review by Charlie S.
Charlie S.
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Verified Current User
Review Source

"Kace is powerful but not a breeze to use "

What do you like best?

Kace is very powerful allowing you to manage IT assets, Help Desk, update management, security settings, software deployment, and many other tasks.

What do you dislike?

Some items are difficult to customize and or setup. Training makes this easier, but training is not inexpensive.

Recommendations to others considering the product

Be sure to sign up for training and implementation if you haven't used Kace before.

What business problems are you solving with the product? What benefits have you realized?

Kace is very useful for our ITAM and integrated Help Desk. A single portal for handling multiple tasks is great for our small IT staff.

KACE review by Pierre L.
Pierre L.
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Verified Current User
Review Source

"Kace is a powerful tool that we are just starting to harness. "

What do you like best?

Kace has been amazing thus far. We use it to inventory all of our corporate laptops, deploy images to these machines, and verify the state of any given machine at any time.

We are just beginning to leverage this tool and understand how it works.

There is amazing potential for this to make our lives in IT much easier, but the interface and the processes are pretty obscure.

What do you dislike?

The UI needs a lot of work.

It is a complicated piece of hardware/software that required advanced skills and consultation to deploy and operate.

We are signing up for training packages now for the entire team since many of the tools and features are difficult to figure out or configure.

Recommendations to others considering the product

Consider the cost of training, implementation, and maintenance.

What business problems are you solving with the product? What benefits have you realized?

This allows us to verify if any given machine has encryption, anti-virus, out of date software, etc.

This allows us to deploy standard images to our machines.

This allows us to manage PCs, Macs, and Linux boxes all in one centralized location.

This allows for inventory tracking

This allows for pushing updates remotely

KACE review by Jacob L.
Jacob L.
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Verified Current User
Review Source

"Functional software deployment and SOE imaging solution"

What do you like best?

We use both the K1000 and K2000 appliances within our environment. We use the K2000 for SOE deployment and the K1000 for software deployment and software inventory. Although the K1000 also includes a helpdesk ticketing system, we use one from a different vendor. Both appliances work well and are very efficient with bandwidth as a client is deployed on every machine.

What do you dislike?

Building the image for deployment through the K2000 can be a little tricky and not as easy as deploying through SCCM however the cost of the K2000 appliance is a bit lower.

What business problems are you solving with the product? What benefits have you realized?

We replaced our Altiris environment with KAC eand couldn't be happier. Not only did we save money but we also saved time with deployment by automating more than we did before. The K1000 appliance can also work with "Extender" shares in other sites to use as additional distribution points which helps with bandwidth usage.

KACE review by Administrator in E-Learning
Administrator in E-Learning
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Review Source

"KACE is an all-in-one solution. "

What do you like best?

We use it for our ticketing system, advertising software to our users, knowledge base, pushing Windows patches. It’s great.

What do you dislike?

Some of the built-in fields for assets are not set up in a way we’d like to use, but we can’t hide them.

Recommendations to others considering the product

It’s nice to have all these functions within the same place. No ticketing system or software is 100% perfect for everyone but it’s one of the better ones I’ve used.

What business problems are you solving with the product? What benefits have you realized?

A lot of our users don’t have admin access so we use the ability to package software in Kace to provide updated software from there.

KACE review by Administrator in Higher Education
Administrator in Higher Education
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Verified Current User
Review Source

"The k1000 and k2000 are useful for our organization, with some stumbling steps along the way"

What do you like best?

The k1000 inventory, scripting, and managed installs are a great asset to have for managing systems. Being able to flexibly schedule times, and install software on systems overnight or while users are logged off is great.

Inventory lets us generate reports on systems that have low disk space, or have illicit software installed.

K2000

Driver installs after deployment is a cinch, just download the drivers for the model in question(in the k2000 web console), and it will automatically install the drivers after Windows is installed. Very slick

Scripted installations in the k2000 are useful, and better than imaging in my opinion. Allows you to custom tailor a machine on the fly if need be, by placing packages that need to be on the machine.

What do you dislike?

For the k2000

Not being able to PXE boot on UEFI enabled machines without a boot stick is a pain point. Its a feature that is sorely lacking, even to this day

The k2 team apparently doesn't communicate with dell, because some system models do not get reported the same way as they do from Dell. This messes up driver feeds sometimes, making the k2 think a system model is not the same as what they have on file. It's a relatively easy fix, but one that I shouldn't even have to do.

K1000

They recently dropped jquery support for the UI. This was helpful in making our ticketing system more user friendly for our customers.

No built in remote viewer. There are instructions for using UltraVNC, but we did not like that product, as it can be spotty at best with how well it works

Recommendations to others considering the product

You'll need a decent remoting software, as UltraVNC was not a good product. Test the ticketing system heavily, it is a little bit of a beast to get it up and running. However, if you have someone on your team that knows SQL, you can use the ticketing system for much more. We use it for purchase orders as well, with approvers and multiple tiers of escalation.

What business problems are you solving with the product? What benefits have you realized?

I run a school of about 600 devices and about 800 users. I have used almost every facet of the K1000 and k2000 and find it a good all in one solution. Coupled with group policy, and Bomgar for remoting there isn't much else I need to run and maintain the systems in a day to day function.

KACE review by Mike B.
Mike B.
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Verified Current User
Review Source

"Kace "

What do you like best?

I like the inventory part of it. Helpdesk seems solid for the most part.

What do you dislike?

Steep learning curve. Their jumpstart training helps, but misses a lot. Upgrading agents sometimes blows out the kace target name. Helpdesk email doesn't support HTML.

Recommendations to others considering the product

Vet this product well. Question the sales rep about everything.

What business problems are you solving with the product? What benefits have you realized?

Inventory, helpdesk, patching

KACE review by Administrator in Insurance
Administrator in Insurance
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Verified Current User
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"Great product for automated software patching across the network"

What do you like best?

Windows OS & OS X support

Inventory tracking

licensing tracking

patching for our non-MS software

can run as a virtual instance (with a ready to run VMWare image)

ability to see who has not checked in with the network and how long it has been

What do you dislike?

We probably use less than 1/4 of what KACE offers us

Minimum license count is 100 (we have a staff under <50)

Recommendations to others considering the product

If you need to do a lot of patching across your network and have not implemented VDI

What business problems are you solving with the product? What benefits have you realized?

We needed a solution that would give us the ability to update non-Microsoft software we are running in place here. The ability to also have more visibility to our hardware and software inventory is certainly a bonus

KACE review by Ritchie S.
Ritchie S.
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Verified Current User
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"Dell KACE K1000"

What do you like best?

With the latest updates the system is easier to use to maintain patch management and asset management. The service desk is very useful also.

What do you dislike?

The one issue I have is finding the time to learn how to deploy software using the system. It doesn't seem very intuitive at times.

What business problems are you solving with the product? What benefits have you realized?

Patch management has become much better with the K1000 and the servicedesk feature is great for us.

KACE review by Administrator in Higher Education
Administrator in Higher Education
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Verified Current User
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"Kace Review"

What do you like best?

Users can request applications to be installed through the software that will be downloaded automatically... IE: Office 2016.

Easy for the end user to use.

What do you dislike?

Not easy to filter tickets to find a specific one not assigned to yourself or if you don't know who it is assigned to. Used other work order systems that are easier for the tech, however not for the end user.

What business problems are you solving with the product? What benefits have you realized?

As a computer tech, this software helps organize the tickets that come in.

KACE review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source

"kace"

What do you like best?

kace works really well with regards to helping us do our hardware inventory. it allows us to see at a touch of a button what kind of machines we have, how many we have of them, and how they are being used. it allows us to properly plan our years budget as well

What do you dislike?

the main thing that i dislike about dell lace is that sometimes to get some basic information out of the box a lot of steps are actually required. also when we want tpush out software to all the machines the process can take quite a while to finish and it doesnt allow us to move on to the next task.

What business problems are you solving with the product? What benefits have you realized?

the business problem that we are solving by using dell kace hardware is it allows us to manipulate all the machines that we have in inventory without having to visit every single machine. this makes it a lot easier to push out new versions of software budles that we use or to install windows updates and keep all the machines up to date

KACE review by Administrator in Primary/Secondary Education
Administrator in Primary/Secondary Education
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Verified Current User
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"Kace is a game changer"

What do you like best?

Great all in one IT product allowing awesome back end tools and simple end user views.

What do you dislike?

Lack of true customization on both the site but specifically on the mobile app.

What business problems are you solving with the product? What benefits have you realized?

We are able to monitor systems and deploy necessary updates as needed while also providing a user friendly ticketing system.

KACE review by Esther C.
Esther C.
Validated Reviewer
Review Source

"KACE"

What do you like best?

I really like how I can manage all my assets and deploy scripts from one database.

What do you dislike?

They changed the way it's laid out and operates when Dell sold KACE 1000.

What business problems are you solving with the product? What benefits have you realized?

I realized that alot of my deployments will no longer work with KACE.

KACE review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"K2000"

What do you like best?

I love being able to manage and automate right from my virtual machine to hundreds of locations.

What do you dislike?

I dislike the lack of knowledge and/or solutions.

What business problems are you solving with the product? What benefits have you realized?

N/A.

KACE review by Administrator in Higher Education
Administrator in Higher Education
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Verified Current User
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"Good product for certain things"

What do you like best?

The service desk feature and inventory feature.

What do you dislike?

The patching side can be difficult and isn't always easy to know why it failed.

What business problems are you solving with the product? What benefits have you realized?

3rd party patching, inventory, and service desk.

KACE review by Steven D.
Steven D.
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Verified Current User
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"Solid Service Desk Software"

What do you like best?

User Interface

Help Desk Ticketing

Asset Managment

What do you dislike?

There is nothing about this product that I dislike.

What business problems are you solving with the product? What benefits have you realized?

Software & Hardware Inventory

Disk Imaging

Software Distribution

Patch Management & Deployment

Service Desk

Enterprise Mobility Management

KACE review by User in Primary/Secondary Education
User in Primary/Secondary Education
Validated Reviewer
Review Source

"I love using kace for ticketing needs"

What do you like best?

It’s a very simple program to user for an end user.

What do you dislike?

I currently do not have any complaints about kace.

What business problems are you solving with the product? What benefits have you realized?

We are able to submit and keep track of our work orders

KACE review by User in Computer Software
User in Computer Software
Validated Reviewer
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"gets the job done"

What do you like best?

automatic updates to clients, managed software distribution

What do you dislike?

annoying popups, automatic reboots on clients

What business problems are you solving with the product? What benefits have you realized?

managed updates and automation

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