What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
80 Ratings
Top Rated
87 Ratings

Atera

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
80 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.8 out of 100
Top Rated
87 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Monitoring Tasks

    8.5

    Atera

    85%

    Freshservice

    Feature Set Not Supported
    N/A
    Atera ranks higher in 5/5 features

    Remote monitoring

    8.5
    85%
    51 Ratings
    N/A
    0 Ratings

    Network device monitoring

    7.8
    78%
    41 Ratings
    N/A
    0 Ratings

    Multiple Server Monitoring

    8.9
    89%
    50 Ratings
    N/A
    0 Ratings

    Multi-device monitoring

    8.7
    87%
    51 Ratings
    N/A
    0 Ratings

    Automated alerts and notifications

    8.5
    85%
    52 Ratings
    N/A
    0 Ratings

    Management Tasks

    7.8

    Atera

    78%

    Freshservice

    Feature Set Not Supported
    N/A
    Atera ranks higher in 4/4 features

    Patch Management

    7.9
    79%
    50 Ratings
    N/A
    0 Ratings

    Service configuration management

    7.8
    78%
    44 Ratings
    N/A
    0 Ratings

    Software and hardware inventory

    8.4
    84%
    51 Ratings
    N/A
    0 Ratings

    Policy-based automation

    7.0
    70%
    39 Ratings
    N/A
    0 Ratings

    Reporting

    8.0

    Atera

    80%

    Freshservice

    Feature Set Not Supported
    N/A
    Atera ranks higher in 4/4 features

    Performance data reports

    8.5
    85%
    46 Ratings
    N/A
    0 Ratings

    Customizable reporting

    7.8
    78%
    42 Ratings
    N/A
    0 Ratings

    Data visualization

    7.8
    78%
    43 Ratings
    N/A
    0 Ratings

    Risk analysis

    8.0
    80%
    35 Ratings
    N/A
    0 Ratings

    Security

    7.8

    Atera

    78%

    Freshservice

    Feature Set Not Supported
    N/A
    Atera ranks higher in 3/3 features

    Data backup and recovery

    7.6
    76%
    26 Ratings
    N/A
    0 Ratings

    Antivirus and malware management

    7.8
    78%
    33 Ratings
    N/A
    0 Ratings

    Administrator access control

    8.0
    80%
    83 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    7.8

    Freshservice

    78%
    Freshservice ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.9
    89%
    47 Ratings

    Expert directory

    N/A
    0 Ratings
    6.4
    64%
    37 Ratings

    Service restoration

    N/A
    0 Ratings
    7.3
    73%
    30 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.4
    84%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.9
    79%
    38 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    41 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    7.6
    76%
    40 Ratings

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    7.8

    Freshservice

    78%
    Freshservice ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.6
    86%
    39 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    7.8
    78%
    41 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    6.9
    69%
    31 Ratings

    Change management

    Atera

    Feature Set Not Supported
    N/A
    8.1

    Freshservice

    81%
    Freshservice ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.4
    84%
    38 Ratings

    Change calendar

    N/A
    0 Ratings
    7.5
    75%
    33 Ratings

    Service-level management

    N/A
    0 Ratings
    8.3
    83%
    38 Ratings

    Attribute Ratings

    • Atera is rated higher in 1 area: Likelihood to Recommend
    • Freshservice is rated higher in 1 area: Support Rating
    • Atera and Freshservice are tied in 1 area: Likelihood to Renew

    Likelihood to Recommend

    8.8

    Atera

    88%
    53 Ratings
    8.6

    Freshservice

    86%
    48 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    9.1

    Freshservice

    91%
    1 Rating

    Usability

    Atera

    N/A
    0 Ratings
    9.0

    Freshservice

    90%
    5 Ratings

    Support Rating

    8.9

    Atera

    89%
    7 Ratings
    10.0

    Freshservice

    100%
    14 Ratings

    Implementation Rating

    Atera

    N/A
    0 Ratings
    8.2

    Freshservice

    82%
    1 Rating

    Likelihood to Recommend

    Atera

    For me, Atera has been a great tool that I added to my arsenal. I wanted something where I could manage my clients' Windows updates. As I used the software, I began to realize all of the various things Atera could do. Now it is a critical component of my business and I would not be able to properly function without it.
    Mike Ward | TrustRadius Reviewer

    Freshservice

    If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
    Sean Muller | TrustRadius Reviewer

    Pros

    Atera

    • Easy to deploy, both in general or to a specific customer.
    • Remote management tools that are in line with every other major solution out there.
    • Real-time alerts that allow for easy monitoring of vital systems.
    • Configurable threshholds on alerts so the system can be tuned to only notify when there is a problem according to certain metrics.
    Caleb Yankus | 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

    Pricing Details

    Atera

    General

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

    Starting Price

    $79 Per Technician

    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

    Starting Price

    $19 Per Month Per User

    Freshservice Editions & Modules

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

    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 9.0
    Based on 5 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 8.9
    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 10.0
    Based on 14 answers
    I really like their support team, they are very friendly and very knowledgeable. Every time I have contacted them with any doubt, they were able to resolve it, and when my inquiry had no response, they would escalate the requests as feedback. Accessing their portal, you can also verify that your request has been properly escalated.
    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

    We had tried Syncro, Naverisk, Pulseway - dollar for dollar stack for stack, Atera blew them out of the water. Atera is easy to use, easy to manage, has flourishing facebook and reddit groups for support and they update their knowledge bases daily. Their communication and support has been bar none.
    Anonymous | 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

    • The lack of cost per unit is a great asset. Our team consists of two members who really use the product, and the cost being per member means we can have hundreds of machines and still only pay for two users.
    Anonymous | 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

    Add comparison