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Top Rated
69 Ratings

Atera

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Top Rated
69 Ratings
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Score 8.4 out of 100
402 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Atera

Atera is well suited for small to medium sized MSPs. Enterprise grade sized MSPs may find some of the menus and details difficult to work with. Mac Houses should feel good about the platform - the reporting and alerting works like a charm. Patching is as good as any I've seen.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

Atera
7.9
Jira Service Management (Jira Service Desk)
Remote monitoring
Atera
7.3
Jira Service Management (Jira Service Desk)
Network device monitoring
Atera
8.3
Jira Service Management (Jira Service Desk)
Multiple Server Monitoring
Atera
7.9
Jira Service Management (Jira Service Desk)
Multi-device monitoring
Atera
8.3
Jira Service Management (Jira Service Desk)
Automated alerts and notifications
Atera
7.7
Jira Service Management (Jira Service Desk)

Management Tasks

Atera
7.2
Jira Service Management (Jira Service Desk)
Patch Management
Atera
7.2
Jira Service Management (Jira Service Desk)
Service configuration management
Atera
6.6
Jira Service Management (Jira Service Desk)
Software and hardware inventory
Atera
8.1
Jira Service Management (Jira Service Desk)
Policy-based automation
Atera
6.8
Jira Service Management (Jira Service Desk)

Reporting

Atera
7.6
Jira Service Management (Jira Service Desk)
Performance data reports
Atera
8.1
Jira Service Management (Jira Service Desk)
Customizable reporting
Atera
7.7
Jira Service Management (Jira Service Desk)
Data visualization
Atera
7.4
Jira Service Management (Jira Service Desk)
Risk analysis
Atera
7.1
Jira Service Management (Jira Service Desk)

Security

Atera
6.9
Jira Service Management (Jira Service Desk)
Data backup and recovery
Atera
7.3
Jira Service Management (Jira Service Desk)
Antivirus and malware management
Atera
7.3
Jira Service Management (Jira Service Desk)
Adinistraor access control
Atera
6.1
Jira Service Management (Jira Service Desk)

Incident and problem management

Atera
Jira Service Management (Jira Service Desk)
9.0
Organize and prioritize service tickets
Atera
Jira Service Management (Jira Service Desk)
8.9
Expert directory
Atera
Jira Service Management (Jira Service Desk)
9.0
Service restoration
Atera
Jira Service Management (Jira Service Desk)
9.5
Self-service tools
Atera
Jira Service Management (Jira Service Desk)
8.4
Subscription-based notifications
Atera
Jira Service Management (Jira Service Desk)
10.0
ITSM collaboration and documentation
Atera
Jira Service Management (Jira Service Desk)
8.4
ITSM reports and dashboards
Atera
Jira Service Management (Jira Service Desk)
8.7

ITSM asset management

Atera
Jira Service Management (Jira Service Desk)
10.0
Configuration mangement
Atera
Jira Service Management (Jira Service Desk)
10.0
Asset management dashboard
Atera
Jira Service Management (Jira Service Desk)
10.0
Policy and contract enforcement
Atera
Jira Service Management (Jira Service Desk)
10.0

Change management

Atera
Jira Service Management (Jira Service Desk)
7.7
Change requests repository
Atera
Jira Service Management (Jira Service Desk)
8.2
Change calendar
Atera
Jira Service Management (Jira Service Desk)
6.5
Service-level management
Atera
Jira Service Management (Jira Service Desk)
8.5

Pros

Atera

  • Remote Access--Splashtop provides direct access so we can see what users see and help them with current issues
  • Sound Troubleshooting--Splashtop is phenomenal in pulling sound from the machine and helping with remote sound troubleshooting
  • Remote Background Access
  • Patch Management--While we have other solutions for mass patch management, whenever we run into a machine being stubborn, I just turn to Atera and target that machine directly to install the annoying patches. Seems to work beautifully. I rarely get an error on install.
  • CMD/Powershell Access--The ability to remote CMD and remote Powershell is key to solving lots of remote issues. This access is better than most other platforms and once setup is easier than actual Powershell remoting. A real plus.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak | 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

Jira Service Management (Jira Service Desk)

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

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

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
Anonymous | TrustRadius Reviewer

Usability

Atera

No score
No answers yet
No answers on this topic

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Mhatet Ramos | TrustRadius Reviewer

Support Rating

Atera

Atera 8.7
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

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.4
Based on 50 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Atera

Atera is a lightweight cloud application that handles most every need of small and large IT Firms alike. It closely resembles Ninja, N-Able, and Syncro in performance and scale. The biggest difference is the pricing models as Atera and Syncro charge per user as opposed by device it is managing. When speaking of Connectwise, it truly is an apple to oranges comparison. Connectwise Licensing is very expensive and the program is so robust that you basically have to be trained really well in order to manage the system itself. Onboarding can take precious too many hours, whereas with Atera you can have your basic setup running in a matter of an hour or 2. I think my biggest applause to Atera is the live support chat that is not a bot and is very responsive right within the console as opposed to having to draft emails to create tickets. Questions truly are answered in real-time.
Michael Kubelka | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Return on Investment

Atera

  • High ROI is beacuse of the licencing model by technician instead of by agent.
  • Negative impact is that we are not billed in our own currency, so we have to add exchange rate fee.
  • Give us a good challenge on our customer offer.
Dominic Larouche | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Atera

General

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

Atera Editions & Modules

Edition
Pro$791
Growth$1191
Power$1491
  1. Per Technician
Additional Pricing Details
Unlimited devices & agents. No hidden fees. No contracts.

Jira Service Management (Jira Service Desk)

General

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

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Atera
7.9
Jira Service Management (Jira Service Desk)
8.7

Likelihood to Renew

Atera
9.1
Jira Service Management (Jira Service Desk)
10.0

Usability

Atera
Jira Service Management (Jira Service Desk)
9.5

Support Rating

Atera
8.7
Jira Service Management (Jira Service Desk)
8.4

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