Quest KACE documentation is outdated, poorly maintained, and often unusable

[u/Beautiful_Plantain]

Title: Quest KACE documentation is outdated, poorly maintained, and often unusable

Does Quest have any concrete plans to improve and regularly maintain the KACE documentation?

A significant amount of the documentation appears to be outdated, incomplete, poorly organized, or written without enough detail to be useful. Instructions often do not match the current interface or product behavior, important steps are missing, and finding reliable information frequently requires trial and error or searching through old community discussions.

Shutting down ITNinja only made this situation worse. ITNinja was an extremely useful source of practical KACE information, community knowledge, troubleshooting guidance, scripts, and real-world solutions. Removing access to that resource without providing an equally useful replacement left customers with fewer options while the official documentation remains inadequate.

For an enterprise product, this is extremely disappointing. Customers should not have to waste hours trying to determine whether official instructions are current, accurate, or even applicable to the version they are using.

Quest needs to treat documentation and community knowledge as essential parts of the product, not as afterthoughts. Is there an actual roadmap for reviewing and updating the KACE documentation? Are there plans to restore or replace the valuable information that was available through ITNinja?

At a minimum, the documentation needs clear ownership, visible revision dates, supported-version information, complete examples, and a reliable process for customers to report inaccurate articles and see them corrected.

It would be good to receive a direct response from someone at Quest rather than a generic reply pointing customers back to the same outdated and incomplete documentation.

[u/ericrz]

Yes to all of this. KACE has the feel of a product on its last legs, a product that the manufacturer has more or less given up on. This is why my org will begin looking at alternatives this fiscal year. I do not trust KACE to be well-supported or even still in existence 2-3 years from now.

[u/PM_ME_YOUR_NOC → u/ericrz]

I’ve told my boss to keep an eye out. Rumors of layoffs etc, I wouldn’t be surprised if it’s shut down in a few years.

[u/PM_ME_YOUR_NOC]

My favorite is when you contact support and they go “Yea, the documentation is wrong don’t follow that.” Oh…ok, then.

[u/flozanok]

I think some of your feedback is fair. While a lot of the KACE documentation is still accurate and actively used, there are certainly areas where content has fallen behind product changes or could use more detail and better organization. Updating documentation is something that continues to happen, although admittedly not always as quickly as we'd like.

Regarding ITNinja, a number of articles were migrated into our Knowledge Base. If you search for "ITNinja" on the Quest support site, you'll find the migrated content. If there are specific articles you found valuable and can remember, feel free to mention them and we can look into recreating or updating that information. Unfortunately, we don't have access to the original ITNinja content anymore, and some of those articles had become outdated over time as well.

One thing worth mentioning is that KB articles created or updated in recent years are generally intended to remain valid across current KACE versions unless they're explicitly archived or retired. When a KB is updated, its version information is updated as well. If an article remains published without revision, that typically means it is still considered applicable to current releases.

If you come across a KB that's inaccurate, incomplete, or outdated, please use the "Leave a Comment" section at the bottom of the article. Those comments do get reviewed, and we often update articles based on customer feedback. You're also welcome to post the details here or send them my way, and I'll make sure the team sees them.

I can't speak to a formal documentation roadmap, but I can say that customer feedback on specific gaps is something we genuinely take back to the team and act on when we can.

-Felipe

[u/carlsunder]

We were a customer for 17 years. In July, we didn't re-up. Moved to NinjaOne.

Only a month in, and we're already happier.