Atera vs iSupport

• Patch management is very good. Easy to use and very accurate.
• Hardware monitoring is good and alerts are on time - we always know what is happening.
• Pricing is per technician which makes it easier to rollout to many clients and still have a constant budget.

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• Very organized
• Easy to track and follow-up
• Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.

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• 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.

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• Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.

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• 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.

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• Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.

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