We currently use Kaseya VSA 9 and have had a very poor experience with its reliability and overall direction. We are not interested in moving to another Kaseya product. Our ticketing system has also been unusable, although we do still like IT Glue.
We already use Action1 for patching, automation, and remote desktop, and its remote access has been significantly more reliable and useful for us than VSA or even RDP. We are looking for a dependable RMM to replace VSA, mainly for remote access, asset inventory, restarting services, and terminating stuck processes. Security is especially important because we are a financial institution.
Our environment is primarily Windows 11 and Windows Server, with only one Mac, so Mac support would be helpful but is not required. We would also appreciate recommendations for a ticketing or PSA platform that integrates well with the RMM. What products have been reliable in environments like this?
5 Answers
Gorelo could cover both the RMM and ticketing side. It is designed for service providers and may offer more functionality than you need, but the unlimited-endpoint pricing can make it attractive if you want alert-driven tickets, SLAs, and time tracking in the same platform.
Other products people have had success with include N-able N-sight, ManageEngine Endpoint Central, Tactical RMM, and ScreenConnect for remote connections. ScreenConnect is particularly well regarded for simple, reliable remote access, though you would need to verify whether its surrounding RMM and ticketing features are sufficient. ManageEngine is also worth considering if third-party application patching and internal device management are priorities.
Acronis Cyber Protect Cloud is worth evaluating if security and broader protection matter more than keeping the RMM minimal. It supports Windows and macOS, includes remote access, inventory, control actions, command execution, patching, vulnerability features, and optional endpoint detection. Its PSA module can also create tickets from RMM alerts. The main consideration is that it is generally purchased through a partner or distributor.
NinjaOne is probably the most common recommendation. It has a polished console, useful dashboards, solid device access, and good scripting and management features. Several people have found it much more pleasant to use than VSA, although its third-party patching and reporting may not be ideal if Action1 is already handling those areas.
Level.io is another strong option, especially if you want a comparatively straightforward RMM without a lot of unnecessary bloat. It is worth comparing directly with NinjaOne for remote control, service and process actions, scripting, inventory, and support responsiveness.
The main concern I would raise is release stability. Over the past few years, major updates have sometimes broken existing features for days or weeks. Scripts, probes, and monitoring have all been affected at different times, so I would test the upgrade process carefully before committing.