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KACE Service Desk

A complete ticket management solution for IT organizations of any size.

KACE Service Desk

Your help desk ticketing software serves as the front of house for your IT organization. And with a wide array of technology in use across your growing organization, your IT team needs a solution to help prioritize, track, manage and solve challenges while improving user productivity.

KACE Service Desk helps you overcome these obstacles by automating conditional workflows to reduce the burden on IT. Unlike basic IT ticketing systems, KACE Service Desk provides self-service capabilities that empower end users to troubleshoot on their own to using the knowledge base or by requesting service via phone, email or web portal. Powerful discovery and reporting tools are also integrated to provide you with valuable insight into every asset on your network.

Complete ticket management
Manage everything through a single, comprehensive and easy to use console.
Customize your tool
Tailor every aspect of the solution to meet your IT needs.
Scale as you grow
Add additional functionality and capabilities as your IT team grows.
Guided self-service
Empower users and reduce impacts on your IT team.

Features

Discovery and inventory
Discover hardware and software on your network while building an inventory of your IT landscape.
Ticket management
Seamlessly manage tickets and required details with conditional and customizable ticket fields.
Predefined workflows
Create dynamic workflow rules and templates to meet SLAs, compliance and audit regulations.
Self-service portal
Intuitive portal empowers users to find information, download software and resolve their own issues.
Reporting and metrics
Track performance and build custom reports in the dashboard for use in your next compliance audit.
Integration
Combine KACE Service Desk with the KACE Go Mobile App for real-time incident management.  
Unlimited technician access
Easily scale your solution and eliminate pay-as-you-go fees per technician, end user or queue.

    Discovery and inventory

  • Discover and manage all connected systems and devices from a single dashboard.

  • Complete workflow management

  • Translate your IT processes into an automated workflow and let KACE Service Desk keep you compliant and within SLAs.

  • Comprehensive reporting

  • Generate scheduled or manual reports in various formats to meet any internal or external request.

  • Robust user portal

  • Provide users with a self-service portal where they can initiate requests or use tools to address their own needs.

Specification

Virtual KACE Systems Management Appliance software can be installed on virtual machines that meet the following requirements.

Processor & Memory

Devices

Processor

Memory

0 - 1000

2 CPUs

4 GB RAM

1000 - 2000

4 CPUs

8 GB RAM

2000 - 4000

8 CPUs

16 GB RAM

4000 - 8000

16 CPUs

32 GB RAM

8000 - 20000

24 CPUs

64 GB RAM

Network Interface

Devices

Network Interface Card

0 – 8000

1 Gigabit Ethernet Port

8000+

10 Gigabit Ethernet Port

Available Disk Space

1 TB (minimum)/3 TB (larger installations)

Media

DVD

Server and Operating System

64-bit

Virtualization Infrastructure Requirements

For VMware® installations:

  • VMware ESX®/ESXi™ 6.7 or later
  • Open Virtualization Format (OVF) 1.0

For Microsoft® Hyper-V® installations:

  • Windows Server® 2012 R2 with Hyper-V 
  • Windows Server 2016 with Hyper-V
  • Windows Server® 2019 with Hyper-V

Get Started

Empower users and reduce impacts on your IT team.

Resources

KACE Service Desk | Complete IT Ticketing System
Datasheet
KACE Service Desk | Complete IT Ticketing System
KACE Service Desk | Complete IT Ticketing System
Powerful ticket management solution that streamlines IT workflows and issue resolution.
Read Datasheet
KACE Systems Management Appliance
Datasheet
KACE Systems Management Appliance
KACE Systems Management Appliance
Easily inventory all your Windows-based systems.
Read Datasheet
Managing All Devices with Unified Endpoint Management (UEM)
White Paper
Managing All Devices with Unified Endpoint Management (UEM)
Managing All Devices with Unified Endpoint Management (UEM)
Managing All Devices with Unified Endpoint Management (UEM)
Read White Paper
2 Steps to Achieve Endpoint Compliance with KACE
White Paper
2 Steps to Achieve Endpoint Compliance with KACE
5 Steps to Battle Endpoint Cybercrime with KACE
White Paper
5 Steps to Battle Endpoint Cybercrime with KACE
5 Steps to Battle Endpoint Cybercrime with KACE
Cyberattacks are increasing across all industries, and cybercriminals are savvier than ever. Businesses are at risk of disruption, incurring devastating financial and reputational damage. Endpoint updates are becoming more complex and challenging than ever with Bring-your-own-device (BYOD) programs
Read White Paper
The Ten Key Features You Need in a Service Desk Solution
White Paper
The Ten Key Features You Need in a Service Desk Solution
The Ten Key Features You Need in a Service Desk Solution
How to make your users happy and your IT staff more productive
Read White Paper
What's new with the KACE Systems Management Appliance (SMA) 10.0
Datasheet
What's new with the KACE Systems Management Appliance (SMA) 10.0
What's new with the KACE Systems Management Appliance (SMA) 10.0
Easily identify and manage the mobile devices on your network.
Read Datasheet
Best Ways to Extend Endpoint Management and Security to Mobile Devices
White Paper
Best Ways to Extend Endpoint Management and Security to Mobile Devices
Best Ways to Extend Endpoint Management and Security to Mobile Devices
White paper: Best ways to extend endpoint management and security to mobile devices – Combine endpoint protection and mobile device management (MDM)
Read White Paper

Support and services

Product Support

Self-service tools will help you to install, configure and troubleshoot your product.

Support Offerings

Find the right level of support to accommodate the unique needs of your organization.

Professional Services

Search from a wide range of available service offerings delivered onsite or remote to best suit your needs.

Education Services

Training courses delivered through online web-based, on-site or virtual instructor-led.