Atera vs. Gorgias

Actually, it depends on the size of the organization. Atera is not well suited for large organizations in my point of view, and also it is not well suited where policies are very strict. But I would recommend it because of the lower cost and the rich features it has. The biggest benefit of Atera is it is cloud hosted and the cost does not depend on the number of devices you register with Atera. The cost depends on the number of licenses you have purchased.

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Gorgias is one of the easiest platforms I've used, as it was easy to navigate. You can customize your views so you can easily track them. The shared views are also specific and convenient. The search button is also one thing I like, as it easily shows what you're looking for with just keywords, email addresses, or any information.

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• Atera is doing good in the monitoring part as it is monitoring our complete infrastructure from the network to servers and also the end user devices.
• Atera is good in the patching part as it is patching our Windows and Linux servers, end-user Windows systems, and third-party applications.
• Atera is good in the automation process, and we can plan the execution of any task and schedule it. We have a lot of options here from CMD to PowerShell.
• The Inventory part is also good, as we can see and download the Software and Hardware inventory from Atera. It will provide the details of all hardware and software, from OS details to applications.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Tagging- the tagging system was a great way to stay organized.
• Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
• Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.

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Independently Invited by TrustRadius

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• Atera is well-designed but still has some issues. In the patching part, the devices having low disk space in the C drive, will not download and install the patches. It should give room to clean the space and then patch the system.
• It has a limited number of third-party applications that can be installed through it.
• In some cases, Atera failed to update or remove those applications that were not installed through Atera itself. Only 10% we can say.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Rules are powerful, but clunky, showing them to others can put them off as it looks "easy to break" because of their messy nature.
• Pricing seems to be increasing due to the inclusion of more advanced AI that currently does not provide value.
• Macros could really use contextual support, or a hotkey system to make it easier to pick highly used ones that aren't in the top 3.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

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Atera's remote monitoring feature is one of it's best features. The laptops and servers we used it on responded quickly to our administrative task requests and made our work light. We were able to increase the resources, manage patches, windows updates and quite a few other tasks remotely and that too 24×7.

Gorgias is still by far most the most complete customer service tool to handle multiple responses and channels at a single umbrella without the needs of opening multiple tabs and sometimes will even make us missed some messages what supposed to be taken care of at a timely manner

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The implementation was performed by the system administrator so I don't have much insight into this

Because Atera is a much more effective and efficient solution to manage all our IT operations, it automates each of our business processes. It offers us the best support to respond to any problem that may arise. I think Atera is much more cost-effective and reliable; its value is justified with each function and satisfies all our business needs and requirements.

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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now

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Independently Invited by TrustRadius

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• 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.

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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Drastically reduced our response time from 2 business days, to 2 hours on average.
• Made it easier to sync data for damaged item, allowing us to better understand damages.
• Allowed us to easily see that statistics of what kind of issues we are seeing from our customers.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info