Likelihood to Recommend As a one-person IT department, Atera is almost like having another person to help, especially as we integrate the AIT functionalities. We have several locations spread over nearly 200 miles, and Atera has enabled me to remote in and fix something that before would have had to wait until we could justify an all-day or overnight 300 mile round trip.
Read full review We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
Read full review Pros Support, if you need them they are there and they always have the answers you need. The AI scripting features allow you to really hit the ground running. You can give it a prompt and it will give you a script that will be very close to what you need. All you have to do is polish it up and test it out. I love having the ability to use multiple remote access tools, in the event a machine has an issue with one of them, or if a cloud service goes down, you have a fallback. The shared script library is an amazing resource for troubleshooting and streamlining. The development teams are open to adding features and have done so frequently based on user requests. Read full review Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around! A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers! There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site. Read full review Cons Some basic functions need some extra work Some basic things are behind paywalls Feature board is not credible. Ideas taking very, very long to implement Atera has no clear road map SNMP monitoring needs a make over and needs more options Read full review Had a little trouble sending some files remotely a few times, but it could have been on our end. The system was a little different from what we were used to. We had to drill down into the program a bit more than expected. We couldn't tell if some of our older machines were having problems with it, or if it was the program itself. Read full review Likelihood to Renew 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 We are fully committed to this system. After customizing it for the past 3 years we have no plans to change
Read full review Usability This has been a great platform to handle both service requests and device maintenance. Without it, we would have to do manual ticket creation through another platform that does not link with a RMM making the help desk inefficient and frustrating both Employees and the Executives of the company. The addition of AI makes all of this even easier!
Read full review There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
Read full review Support Rating 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 Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
Read full review Alternatives Considered Atera was the clear winner for us. The interface and tools were very easy to learn and setup. Atera's licensing incorporates good feature sets and value levels. Some of the other products were difficult to setup and lacked good flow between tools. The value proposition was also not as good.
Read full review Ivanti is far more user friendly than ManageEngine, and has more features than
Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
Read full review Contract Terms and Pricing Model On-premises vs being in Ivanti's Cloud is about 3-5 times the cost.
Read full review Professional Services There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
Read full review Return on Investment We have been able to add new employees/devices without increasing my staff to support them. The value of charging per technician verses per device cannot be stated enough. Without that pricing, I wouldn't be able to budget enough to pay for all of the things I get with Atera. They have a customer portal which allows the end user to check on submitted tickets, open new tickets and recommend any new features. Read full review In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time. In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task. Read full review ScreenShots