Likelihood to Recommend For small IT departments like mine, we need all the help we can get. The ability to build a Knowledge Base is great for sharing information with staff. We also needed a solution that was easy to get up and running. Atera is the only RMM that is priced by technician and price is a big concern when you work for a non-profit. I'm not sure how well suited Atera would be for a very large IT department.
Read full review Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
Read full review Pros Remoting in from anywhere, even on my phone or tablet, has enabled me to quickly diagnose, or even fully resolve, problems. The ticketing, once users are set up, is a breeze. It also keeps everything in one place for them. With Atera the need to travel on-site has been dramatically reduced. Read full review Workflow automation Knowledge base articles for users and agents easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information it works with email address very simple to create different department and queues Read full review Cons Some basic functions need some extra work Some basic things are behind paywalls Feature board is not credible. Ideas taking very, very long to implement Atera has no clear road map SNMP monitoring needs a make over and needs more options Read full review Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools. Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors. Read full review Likelihood to Renew As of right now, we have found nothing that can offer as many features as Atera does along with the affordability. They are doing monthly releases each month and not just making small changes (shared scripting library, chocolatey support, Install packages, Splashtop SOS support, Scheduled tickets to name a few). The uptimes are great and accessibility to the dashboard has yet to be limited. We are a happy customer and bordering on fanboy status now
Read full review It's overall value in our organization is extremely high and it has become an essential part of our business.
Read full review Usability This has been a great platform to handle both service requests and device maintenance. Without it, we would have to do manual ticket creation through another platform that does not link with a RMM making the help desk inefficient and frustrating both Employees and the Executives of the company. The addition of AI makes all of this even easier!
Read full review On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
Read full review Support Rating Atera support provides answers to my questions lightning fast. They have never left me feeling like I'm out there on my own. I can ask questions by email, or by chat, or by opening a ticket with them and they are always on it quickly. They also have a forum where other Atera users can help you if you need it, and you can also add feature requests via the forum.
Read full review I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
Read full review Implementation Rating think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
Read full review Alternatives Considered Atera was the clear winner for us. The interface and tools were very easy to learn and setup. Atera's licensing incorporates good feature sets and value levels. Some of the other products were difficult to setup and lacked good flow between tools. The value proposition was also not as good.
Read full review I've used
monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value.
NinjaOne 's ticketing is not built out so we only use it for its RMM features.
Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
Read full review Return on Investment The intuitive user interface has enabled both users and support technicians to familiarize themselves quickly with the functionality, and the learning curve is less. Some features need to be accessed through documentation; they're not available directly on the dashboard. Sometimes, internet access plays a significant role, whereas low connectivity is a hindrance. Read full review Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period. The communication to the user has greatly increased due to the automated messages that Freshservice has built in. Read full review ScreenShots