Kaseya Review: Is it the right platform for your IT team?

If you’ve searched for Kaseya reviews, you’ve probably found very mixed opinions. While others love Kaseya’s broad offerings, others dislike the half-baked features, lack of support, and the push for 3-year contracts.

The mixed opinions make it difficult to understand if Kaseya is actually a good option (or not) for your IT department.

In this article, we’ve done the heavy lifting and written a detailed review of Kaseya. We looked at hundreds of user reviews, listed the key features and pricing, and compared Kaseya to key competitors, such as Atera.

What is Kaseya?

Kaseya’s core purpose is to provide IT management solutions for MSPs and IT departments through a variety of products. In recent years, it has placed a lot of emphasis on its Kaseya 365 product, which combines different functions, like endpoint management, backup, security, and automation into one platform.

#1: Key features of Kaseya

Let’s start by having a look at Kaseya’s core capabilities:

Endpoint management

Kaseya is mainly known for its endpoint management tool, which allows you to monitor and manage your network devices remotely.

You can use it to:

• Remotely monitor and manage workstations, servers, and other network devices
• Deploy patches for Windows, macOS, and Linux devices
• Gain visibility into your IT assets and their entire lifecycle
• Prevent ransomware from affecting your systems
• Automatically back up your devices

Kaseya VSA dashboard (via G2)

Kaseya covers the key features you’d expect from a baseline RMM software. Automation is also included, but it lacks any AI features that would further boost IT teams’ efficiency.

For example, if your device is showing issues like high CPU usage, you still need to apply fixes manually. With Atera, our innovative AI agents autonomously handle tier-1 issues, like restarting services, clearing disk space, or applying patches, all without any technician involvement.

This means your technicians can move from manual and repetitive tasks into strategic ones that actually move the needle.

IT documentation

IT documentation is part of Kaseya’s IT Glue product. It helps to document everything in your IT environment, whether it’s network configurations, software licenses, hardware details, passwords, or knowledge base articles.

IT Glue dashboard (via G2)

While IT Glue comes at an extra cost for Kaseya users, Atera includes IT documentation as part of its base plans for all users.

PSA

Kaseya’s PSA features are spread across its different products, such as Kaseya BMS, Kaseya 365 Ops, and Datto Autotask PSA (owned by Kaseya).

The PSA offerings include:

• Ticketing system for handling service requests, incidents, and problems
• Customer portal through integration with IT Glue, where end-users can solve issues with knowledge base articles
• Billing for tracking time, creating different types of invoices, and managing contracts
• Integration with VSA for fixing device issues

These are essentially the features you’d expect from any of the best PSA software.

Kaseya’s PSA product user interface (via Capterra)

According to a G2 user, a key feature that Kaseya’s PSA is lacking is built-in reporting for monitoring performance. This means you need to manually export data or rely on third-party integrations to create customized reports and dashboards.

At Atera, reports are a key part of our PSA tool and our platform as a whole. 

You can access reports to measure customer profitability, technical performance, load analysis, patch compliance, device health, ticket resolution times, SLA adherence, and much more.

You can also create reports to track the performance of our AI agents. This helps you to see where they’re useful and where improvements are needed.

Atera Robin performance

Third-party integrations

For more functionality, Kaseya integrates with third-party products in categories like backup and recovery, CRM, email security, and accounting.

A few of the integrations include Datto, Webroot, Xero, ESET, Cisco, Bitdefender, Acronis, and more.

Kaseya’s integrations are broad, although some users say the ticket integrations have trouble connecting at times.

At Atera, we also offer key integrations in categories, such as:

• Security: Cynet, Bitdefender, ThreatDown, Webroot, Emsisoft, and more
• Remote access: AnyDesk, TeamViewer, ScreenConnect, Splashtop
• Identity Providers: AzureAD, Okta, Google
• Collaborations: Zapier, Teams
• Backup: Acronis, Axcient

Atera has the added benefit of its Robin, which integrates natively with your existing tools, from ticketing systems to identity providers, productivity platforms, and custom APIs.

This means you can access our innovative Agentic AI technology on the platforms where your IT lives.

#2: Agentic AI technology 

Agentic AI is changing the way IT operations are managed, so it’s important to see where Kaseya stands here.

Kaseya has recently introduced its Cooper AI assistant, which helps to:

• Generate ticket summaries and help respond to tickets
• Automate routine tasks, such as identifying outdated documents
• Create IT documents from a prompt
• Generate asset templates

Kaseya’s AI assistant is available in its PSA products. Unfortunately, Kaseya hasn’t expanded its AI assistant into other parts of IT management, such as its RMM software.

Comparatively, Atera’s AI agents are at the core of our entire platform, assisting with all parts of IT management.

Atera’s Robin is our first AI agent that helps resolve routine and complex tasks fully autonomously. It helps with:

• Diagnosing, troubleshooting, and resolving device issues locally
• Installing/updating pre-approved software on your end-users’ devices
• Delivering personalized answers from software setup to step-by-step instructions
• Resetting passwords, deploying patches, managing tickets, and handling more complex tasks like remediating vulnerabilities

Atera’s Robin at work

If an issue is too complex for Autopilot, it can automatically escalate it to a human technician with a full context of the issue. This is where Atera Copilot comes in handy…

Atera’s AI Copilot is technicians’ go-to IT companion for running health checks, diagnosing, suggesting actions, and resolving issues on your Windows and macOS devices.

Copilot’s capabilities are spread across Atera’s platform, and it helps with:

• Getting answers on anything, whether it’s on your device status, network performance, or best practices for resolving IT issues
• Summarizing and responding to tickets
• Generating scripts and command lines from a simple prompt
• Getting instant remote session summaries
• Proactively suggesting fixes to resolve common issues faster

With AI woven into its core, Atera enables organizations to move from automated to fully autonomous IT, instantly eliminating up to 40% of their IT workload.

We’re at the forefront of the Agentic AI development, and G2 even selected Atera as the #1 best AIOps tool for 2025.

#3: Interface and usability

Kaseya VSA’s dashboard provides a wide range of data at a glance, which users appreciate:

Screenshot via Capterra

Despite this, some users have commented that Kaseya’s interface needs an update to compete with more modern ones.

Kaseya review via G2

A platform’s ease of use is also directly linked to how intuitive the interface is, so let’s see how Kaseya users rate the platform’s ease of use on G2.

We not only looked at Kaseya VSA’s ease of use score, but also compared it to its competitors:

#4: Performance and reliability

Kaseya has a strong reputation for performance, and customers are generally pleased with the limited disruptions to its services. However, some users note that the limited customer support leads to delays in resolving issues, which can affect performance.

One Reddit user commented, “Kaseya support is frustrating. The first line of support knows zero about any issues, and it needs to be escalated to someone a bit more knowledgeable, but this takes weeks.”

Another user on Reddit simply said that the support has gone downhill after Kaseya acquired Datto.

As you look for reviews of Kaseya and compare Kaseya alternatives, emphasize the level of customer support available.

For example, alternatives like Atera offer 24/7 customer support via live chat and email, which means you have help available at all times. 

Our responsive customer support is one of the parts that our customers appreciate most. One G2 user said, “Atera’s support answered immediately and within just a couple minutes the issues were fixed.”

#5: Security and compliance

With end-to-end ransomware protection and vulnerability scanning, Kaseya is a major player in the security space. Their product offering also includes a range of security products, such as Backup Appliances, SaaS Alerts, and vPenTest.

At Atera, we’re also taking cybersecurity seriously and are proud to compete with Kaseya in this space. With smart logging and reporting, real-time monitoring powered by AI agents, and integrations with key security platforms, security is our top priority.

We’re also GDPR, HIPAA, and AICPA SOC2 compliant, hold several ISOC certifications, and place great emphasis on security for our AI agents.

#6: Pricing and plans

Pricing plays a critical role, so it’s important to review Kaseya here.

Like most RMM pricing plans, Kaseya’s pricing is based on a custom quotation, and there isn’t much public information available on it. You need to request a demo from Kaseya to get the pricing.

What we know is that the pricing is based on pay-per-endpoint, meaning you pay for the number of devices you manage.

For organizations that want to scale without increasing their bottom line, pay-per-technician pricing, such as that offered by Atera, may be a smarter option.

All of Atera’s pricing plans allow you to add unlimited devices for a fixed monthly cost, making scaling easier and more predictable.

#7: User feedback and reviews

It’s difficult to understand a platform fully without hearing from its real users. For this reason, we compiled Kaseya reviews from Reddit, G2, and Capterra below.

Kaseya pros: What real users like

Let’s start with the pros, aka what users like about Kaseya:

Basic automation is available:

Although AI features aren’t available on Kaseya VSA, basic automation is, which helps its users to be more effective.

One G2 user said, “I can keep the OS and software patched automatically, so I no longer need to worry if staff are running their necessary updates.”

All-in-one product offering:

In recent years, Kaseya has put a lot of effort into improving its Kaseya 365 product, which competes with competitors like Atera in the all-in-one IT management space.

One G2 user liked this and said, “The best part about Kaseya is that I have all the things together in one platform.”

Easy to monitor endpoints once the setup process is done:

Users on Capterra say Kaseya’s setup process can be complicated, but once everything is set up, it’s easy to manage multiple endpoints.

Kaseya cons: What real users find limiting

Here’s what users find limiting about Kaseya:

Features are half-baked:

This was a common complaint. Many IT departments and MSP users say that many Kaseya solutions are half-baked.

One Reddit user commented on this, “Kaseya makes a really good pitch, but when you look under the hood, you realize that there is a lot in development that never comes to fruition.”

In the above thread, Reddit users also discussed that development slows down for all new products Kaseya acquires, whether ITGlue, Pulseway, Datto, or others.

At Atera, we take a different approach. We constantly add new (fully functional) features to our platform and improve our AI agents, such as the most recent AI Copilot 3.0. 

Users are a key part of our product development, and you can submit new ideas and vote for existing ones in the Atera Features board.

Pricing information isn’t clear, and there’s a push for 3-year contracts:

One Reddit user said, “Most people dislike Kaseya because of the three-year contracts they stick you in.”

This, in fact, is the experience of many Kaseya users. Unfortunately, this issue also extends to other areas of Kaseya’s pricing, such as a lack of transparency, upsells, and pushy salespeople.

This is what another Reddit user said:

Support is slow to respond:

Many users agree that Kaseya’s customer support has suffered in recent years, and getting a response can take days or even weeks.

One G2 user said this:

Another user agreed to this and said, “When I open a ticket, I have to wait weeks to get the solution.”

We believe that when you’re facing a problem, help should be available immediately. For this reason, Atera offers 24/7 live chat and email support for all of its users, which means you’ll always have access to help if you need it.

Limited AI advancements:

Kaseya’s AI assistant works only within its PSA tool, and it hasn’t expanded to other parts of the platform, such as the RMM, remote access, or patch management tool.

With Kaseya alternatives like Atera expanding Agentic AI into its entire platform, the lack of AI within Kaseya’s platform is a disadvantage.

The cons of Kaseya unfortunately, outweigh the pros for most users. This is also evident in Kaseya VSA’s user reviews, which are relatively low compared to many competitors:

Is Kaseya worth it for your organization?

While Kaseya can offer great value for organizations, we truly believe that most organizations can benefit more from Atera.

We’re the first IT management platform to incorporate true Agentic AI technology into our platform, capable of eliminating up to 40% of your IT workload instantly. With our AI agents, your end-users have access to 24/7, always-on IT support, and technicians finally have the time and resources to focus on more strategic tasks.

Our customers, such as Leeds United, have already reduced their tickets by 35% by using our AI agents, which is drastic decrease for an enterprise organization.

If you’re interested in how much you could actually save with our AI agents, try our Robin Savings Calculator. 
Or, get in touch with our sales team today and see how Atera can help your organization!