What users are saying about
Top Rated
90 Ratings
8 Ratings
Top Rated
90 Ratings
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Score 9 out of 100
8 Ratings
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Score 7 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    4.4

    Hornbill

    44%
    Hornbill Supportworks ITSM ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    6.0
    60%
    3 Ratings

    Expert directory

    N/A
    0 Ratings
    3.0
    30%
    3 Ratings

    Service restoration

    N/A
    0 Ratings
    4.0
    40%
    3 Ratings

    Self-service tools

    N/A
    0 Ratings
    5.0
    50%
    3 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    4.9
    49%
    3 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    5.0
    50%
    3 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    3.0
    30%
    3 Ratings

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    2.4

    Hornbill

    24%
    Hornbill Supportworks ITSM ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    3.9
    39%
    3 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    2.2
    22%
    2 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    1.0
    10%
    1 Rating

    Change management

    Atera

    Feature Set Not Supported
    N/A
    5.6

    Hornbill

    56%
    Hornbill Supportworks ITSM ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    5.9
    59%
    3 Ratings

    Change calendar

    N/A
    0 Ratings
    4.0
    40%
    3 Ratings

    Service-level management

    N/A
    0 Ratings
    6.9
    69%
    3 Ratings

    Attribute Ratings

    • Atera is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    4.1

    Hornbill

    41%
    3 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating

    Hornbill

    N/A
    0 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings

    Hornbill

    N/A
    0 Ratings

    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.
    Read full review

    Hornbill

    The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
    Read full review

    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.
    Read full review

    Hornbill

    • Manages a large amount of data without slowdown or issues.
    • Reliable platform for incident and problem management.
    • API usage for linking to other systems is basic but useable.
    Read full review

    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.
    Read full review

    Hornbill

    • The interface is quite hard work, not very visually friendly
    • It all just feels a bit old fashioned and needs a reboot
    • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
    Read full review

    Pricing Details

    Atera

    Starting Price

    $99 per month

    Editions & Modules

    Atera editions and modules pricing
    EditionModules
    Pro$991
    Growth$1292
    Power$1693

    Footnotes

    1. Per Technician
    2. Per Technician
    3. Per Technician

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Unlimited devices & agents. No hidden fees. No contracts.

    Pricing Info

    Hornbill

    Starting Price

    Editions & Modules

    Hornbill editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Atera

      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

      Hornbill

      No answers on this topic

      Support Rating

      Atera

      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

      Hornbill

      No answers on this topic

      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.
      Read full review

      Hornbill

      No answers on this topic

      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.
      Read full review

      Hornbill

      • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
      • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
      • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
      Read full review

      Screenshots

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