We performed a comparison between Atera and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."All of the features of Atera are valuable because they allow the customers to achieve their goals. It is easy to use, has good collaboration, and has zero maintenance."
"The most valuable features of this solution are automatic batch matching and unattended support access."
"I really like the Shared Script Library and automation tasks which they have implemented... because all the Atera users in the community can share their scripts and their automation tasks knowledge. The same goes for the Shared SNMP Template Library."
"I would say it's the number one tool for all ITMS."
"Atera has saved our organization money. We look at Atera as an extra employee that we only pay about $300 a month. This is incredible savings over having to hire somebody to do all the tasks that Atera performs for us."
"Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."
"It's very easy to use, not just for me, but even for people who have claimed, "I'm not very good at IT." Once you have it installed and you have it set up, it pretty much works by itself. It really helps you do what you need to do. It's easy to use for a beginner, compared to some of the other larger RMMs that are a little bit more complicated."
"I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."
"We found the initial setup to be very simple."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"Freshservice's best feature is its user-friendliness."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The solution’s timely automated triggers increase our IT team’s productivity."
"It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."
"There is definitely room for improvement with its automation capabilities."
"Customization could be improved."
"The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client."
"The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them."
"The chat solutions need improvement because we first need to connect to the customer. This needs to improve so that there is a particular feature that can provide support to customers even if they are not connected to a computer."
"The solution is scalable. However, in the past, we did have some issues."
"They are working on an update, and I would like to see more stuff outside of just computers and servers. Increasingly, we need to be able to monitor and manage network devices. Atera is improving on that already, which is one place that it is currently lacking."
"Freshservice's technical support has issues with delays and translations."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"The round robin ticketing feature that they have is not ideal."
"A chat bot needs to be added to the portal."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"The chat portal is not that great."
"I am not too happy with the page layout or screen layout since it always looks messy."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
Atera is ranked 15th in IT Service Management (ITSM) while Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews. Atera is rated 9.2, while Freshservice is rated 8.0. The top reviewer of Atera writes "Pay just one price for unlimited devices and remote features enable easy access to all end points regardless of their location". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Atera is most compared with NinjaOne, Datto Remote Monitoring and Management, N-able N-central, Microsoft Configuration Manager and SuperOps.ai, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our Atera vs. Freshservice report.
See our list of best IT Service Management (ITSM) vendors.
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