What users are saying about
Top Rated
91 Ratings
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Score 8.9 out of 100
88 Ratings
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Score 8.8 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    9.0

    ManageEngine ServiceDesk Plus

    90%
    ManageEngine ServiceDesk Plus ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.6
    96%
    21 Ratings

    Expert directory

    N/A
    0 Ratings
    8.9
    89%
    14 Ratings

    Service restoration

    N/A
    0 Ratings
    9.8
    98%
    16 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.3
    83%
    19 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.9
    89%
    15 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.6
    86%
    17 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.6
    86%
    19 Ratings

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    8.9

    ManageEngine ServiceDesk Plus

    89%
    ManageEngine ServiceDesk Plus ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.0
    90%
    15 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.8
    88%
    15 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.9
    89%
    11 Ratings

    Change management

    Atera

    Feature Set Not Supported
    N/A
    9.4

    ManageEngine ServiceDesk Plus

    94%
    ManageEngine ServiceDesk Plus ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    9.2
    92%
    16 Ratings

    Change calendar

    N/A
    0 Ratings
    9.7
    97%
    12 Ratings

    Service-level management

    N/A
    0 Ratings
    9.5
    95%
    15 Ratings

    Attribute Ratings

    • Atera is rated higher in 1 area: Likelihood to Renew
    • ManageEngine ServiceDesk Plus is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    9.3

    ManageEngine ServiceDesk Plus

    93%
    21 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    6.0

    ManageEngine ServiceDesk Plus

    60%
    1 Rating

    Usability

    Atera

    N/A
    0 Ratings
    8.0

    ManageEngine ServiceDesk Plus

    80%
    3 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    9.1

    ManageEngine ServiceDesk Plus

    91%
    5 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

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it. If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.
    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

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
    • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
    • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
    • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.
    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

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
    • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
    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

    ManageEngine ServiceDesk Plus

    Starting Price

    $10 Starting Price Per Month

    Editions & Modules

    ManageEngine ServiceDesk Plus editions and modules pricing
    EditionModules
    Standard$10.001
    Professional$21.002
    Enterprise$50.003

    Footnotes

    1. Starting Price Per Month
    2. Starting Price Per Month
    3. Starting Price Per Month

    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

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
    Read full review

    Usability

    Atera

    No answers on this topic

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
    Read full review

    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

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.
    Read full review

    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

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    ManageEngine stands high when it compares to other products. Users & administrators have a very good experience from submitting the ticket to the submission & assigning by the administrators & technicians. The added features such as change management, asset management & more gave ManageEngine more advantages. We choose ManageEngine for it is stronger features & stability.
    Read full review

    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

    ManageEngine, A Div of Zoho Corporation Pvt Ltd

    • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
    • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
    • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).
    Read full review

    Screenshots

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