--- title: KACE Service Desk Reviews meta_title: 'KACE Service Desk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how KACE Service Desk works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 3 scale: '5' date_modified: '2026-04-21' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # KACE Service Desk Reviews **Vendor:** Quest Software **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.3/5.0 **Total Reviews:** 3 ## About KACE Service Desk KACE Service Desk is a comprehensive ticket management solution designed to streamline IT workflows for organizations of all sizes. It enables IT teams to efficiently prioritize, track, and resolve user issues while enhancing overall productivity. The platform offers self-service capabilities, allowing end users to troubleshoot independently, access a knowledge base, or request assistance via phone, email, or web portal. Integrated discovery and reporting tools provide valuable insights into every asset on the network, reducing the burden on IT staff. Key Features and Functionality: - Discovery and Inventory: Automatically detect hardware and software across the network, building a comprehensive inventory of the IT landscape. - Ticket Management: Manage tickets with customizable fields and workflows, ensuring all necessary details are captured for efficient resolution. - Predefined Workflows: Create dynamic workflow rules and templates to meet service level agreements , compliance, and audit requirements. - Self-Service Portal: Provide an intuitive portal that empowers users to find information, download software, and resolve issues independently. - Reporting and Metrics: Track performance and generate custom reports through the dashboard, aiding in compliance audits and performance assessments. - Integration: Integrate with the KACE Go Mobile App for real-time incident management and mobile access to service desk functionalities. - Unlimited Technician Access: Scale the solution without additional fees per technician, end user, or queue, accommodating organizational growth. Primary Value and User Solutions: KACE Service Desk addresses the challenges IT organizations face in managing and resolving user issues efficiently. By centralizing ticket management and incorporating self-service options, it reduces the workload on IT teams and accelerates issue resolution. The platform's customizable workflows and comprehensive reporting ensure adherence to SLAs and compliance standards. Additionally, its scalability and integration capabilities support organizational growth and evolving IT needs, ultimately enhancing user satisfaction and operational efficiency. ## KACE Service Desk Reviews ### 1. Very good ticket management system **Rating:** 5.0/5.0 stars **Reviewed by:** Marko B. | Software developer, Media Production, Enterprise (> 1000 emp.) **Reviewed Date:** June 17, 2024 **What do you like best about KACE Service Desk?** I use KACE every day in our enterprise. For me in IT department's it's a must have software. It offers balance of performance and features. Im using it as IT support, to help others. It can be easy implemented as a web service on almost every platform. **What do you dislike about KACE Service Desk?** KACE lacks of moden user interface. Not all options are available from scratch and you need to look more deeply to find right option for you. Also, one more thing, sometimes performance on the database side are not top. **What problems is KACE Service Desk solving and how is that benefiting you?** Production problems in our enterprise is solved trough ticket system. We are getting tickets and solving tasks with priorty. ### 2. It’s very easy and you can do a lot with service desk **Rating:** 4.5/5.0 stars **Reviewed by:** Reesha R. | Solutions Architect, Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2022 **What do you like best about KACE Service Desk?** Intergratione , discovery , inventory management and self service As an user it's very easy to learn quickly **What do you dislike about KACE Service Desk?** It's meeting our expectations till now hence no dislike feature **What problems is KACE Service Desk solving and how is that benefiting you?** Inventory management with service desk history You can even find which machine are not updated The dashboard features ### 3. Ticket Management system for information technology **Rating:** 3.5/5.0 stars **Reviewed by:** Ritesh kumar C. | Performance Test Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2022 **What do you like best about KACE Service Desk?** Priority of the ticket for work upon to complete taskand also track the progress and status **What do you dislike about KACE Service Desk?** Nothing as of now and it is not popular as it is good tools **What problems is KACE Service Desk solving and how is that benefiting you?** Tracking the status of the ticket for solving and maintaining the solution of the problem for the development side and customer side. - [View KACE Service Desk pricing details and edition comparison](https://www.g2.com/products/kace-service-desk/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-21+04%3A38%3A40+-0500&secure%5Bsession_id%5D=0fc17d27-8090-4ba3-b538-39ff296cf2eb&secure%5Btoken%5D=7efa9fcf80b4c35f40249faae3f632ecb605dd8bc9f6da68941a52e484f46299&format=llm_user) ## KACE Service Desk Features **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Reporting** - Dashboards - Time Tracking - Surveys **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top KACE Service Desk Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,293 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,794 reviews)