What users are saying about
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Top Rated
69 Ratings
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Top Rated
65 Ratings

Atera

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Top Rated
69 Ratings
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Score 8.4 out of 100

Freshservice

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Top Rated
65 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Atera

Atera is well suited for small to medium sized MSPs. Enterprise grade sized MSPs may find some of the menus and details difficult to work with. Mac Houses should feel good about the platform - the reporting and alerting works like a charm. Patching is as good as any I've seen.
Anonymous | TrustRadius Reviewer

Freshservice

The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

Atera
7.9
Freshservice
Remote monitoring
Atera
7.3
Freshservice
Network device monitoring
Atera
8.3
Freshservice
Multiple Server Monitoring
Atera
7.9
Freshservice
Multi-device monitoring
Atera
8.3
Freshservice
Automated alerts and notifications
Atera
7.7
Freshservice

Management Tasks

Atera
7.2
Freshservice
Patch Management
Atera
7.2
Freshservice
Service configuration management
Atera
6.6
Freshservice
Software and hardware inventory
Atera
8.1
Freshservice
Policy-based automation
Atera
6.8
Freshservice

Reporting

Atera
7.6
Freshservice
Performance data reports
Atera
8.1
Freshservice
Customizable reporting
Atera
7.7
Freshservice
Data visualization
Atera
7.4
Freshservice
Risk analysis
Atera
7.1
Freshservice

Security

Atera
6.9
Freshservice
Data backup and recovery
Atera
7.3
Freshservice
Antivirus and malware management
Atera
7.3
Freshservice
Adinistraor access control
Atera
6.1
Freshservice

Incident and problem management

Atera
Freshservice
9.0
Organize and prioritize service tickets
Atera
Freshservice
9.6
Expert directory
Atera
Freshservice
8.5
Service restoration
Atera
Freshservice
9.8
Self-service tools
Atera
Freshservice
9.4
Subscription-based notifications
Atera
Freshservice
9.1
ITSM collaboration and documentation
Atera
Freshservice
8.9
ITSM reports and dashboards
Atera
Freshservice
7.8

ITSM asset management

Atera
Freshservice
8.5
Configuration mangement
Atera
Freshservice
8.9
Asset management dashboard
Atera
Freshservice
8.3
Policy and contract enforcement
Atera
Freshservice
8.4

Change management

Atera
Freshservice
8.7
Change requests repository
Atera
Freshservice
8.6
Change calendar
Atera
Freshservice
8.7
Service-level management
Atera
Freshservice
9.0

Pros

Atera

  • Remote Access--Splashtop provides direct access so we can see what users see and help them with current issues
  • Sound Troubleshooting--Splashtop is phenomenal in pulling sound from the machine and helping with remote sound troubleshooting
  • Remote Background Access
  • Patch Management--While we have other solutions for mass patch management, whenever we run into a machine being stubborn, I just turn to Atera and target that machine directly to install the annoying patches. Seems to work beautifully. I rarely get an error on install.
  • CMD/Powershell Access--The ability to remote CMD and remote Powershell is key to solving lots of remote issues. This access is better than most other platforms and once setup is easier than actual Powershell remoting. A real plus.
Anonymous | TrustRadius Reviewer

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

Cons

Atera

  • Ticket automation, more options to specific cases or conditions, and change client assigned to ticket, or be able to assign a ticket for the client without hassle of emailing them back or having to create a fake contact.
  • Include notes for client that are not file attachments, maybe integration with a cloud service like Google Docs or OneDrive.
  • Integration with other remote access tools would be helpful.
Maycon Menezes | TrustRadius Reviewer

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

Likelihood to Renew

Atera

Atera 9.1
Based on 1 answer
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
Chris Miller | TrustRadius Reviewer

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

Usability

Atera

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 8.9
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Atera

Atera 8.7
Based on 7 answers
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.
Terry Irwin | TrustRadius Reviewer

Freshservice

Freshservice 9.9
Based on 12 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

Implementation Rating

Atera

No score
No answers yet
No answers on this topic

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Atera

Atera is a lightweight cloud application that handles most every need of small and large IT Firms alike. It closely resembles Ninja, N-Able, and Syncro in performance and scale. The biggest difference is the pricing models as Atera and Syncro charge per user as opposed by device it is managing. When speaking of Connectwise, it truly is an apple to oranges comparison. Connectwise Licensing is very expensive and the program is so robust that you basically have to be trained really well in order to manage the system itself. Onboarding can take precious too many hours, whereas with Atera you can have your basic setup running in a matter of an hour or 2. I think my biggest applause to Atera is the live support chat that is not a bot and is very responsive right within the console as opposed to having to draft emails to create tickets. Questions truly are answered in real-time.
Michael Kubelka | TrustRadius Reviewer

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

Return on Investment

Atera

  • High ROI is beacuse of the licencing model by technician instead of by agent.
  • Negative impact is that we are not billed in our own currency, so we have to add exchange rate fee.
  • Give us a good challenge on our customer offer.
Dominic Larouche | TrustRadius Reviewer

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

Screenshots

Pricing Details

Atera

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Atera Editions & Modules

Edition
Pro$791
Growth$1191
Power$1491
  1. Per Technician
Additional Pricing Details
Unlimited devices & agents. No hidden fees. No contracts.

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19*

* per agent, per month

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Atera
7.9
Freshservice
9.3

Likelihood to Renew

Atera
9.1
Freshservice
9.1

Usability

Atera
Freshservice
8.9

Support Rating

Atera
8.7
Freshservice
9.9

Implementation Rating

Atera
Freshservice
8.2

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