Atera is presented as an Agentic AI platform for IT management, that offers a digital workforce of AI agents that proactively and autonomously support entire IT operations. Atera’s all-in-one IT management platform consolidates RMM, helpdesk, ticketing, and automation, so IT teams and MSPs can manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Atera has shifted focus from automation to AI-powered autonomy in IT. With…
$139
per month per user
ManageEngine ServiceDesk Plus
Score9.2 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
ManageEngine is used in some of our outlying locations, and it was just not an enjoyable experience. The interface was confusing and not intuitive. It took more time to figure out how to get something accomplished in ManageEngine to even start helping someone, whereas with …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Owner in Information Technology at Rich IT Solutions (Information Technology & Services, 1-10 employees)
Chose Atera
Compared to several other RMM packages we trialed, Atera was simple to set up and deploy. the Atera pricing model is very different which makes it affordable, and having the ability to tie into a number of add-on services, gives us the ability to expand our MSP offerings as …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Actually, it depends on the size of the organization. Atera is not well suited for large organizations in my point of view, and also it is not well suited where policies are very strict. But I would recommend it because of the lower cost and the rich features it has. The biggest benefit of Atera is it is cloud hosted and the cost does not depend on the number of devices you register with Atera. The cost depends on the number of licenses you have purchased.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Atera is doing good in the monitoring part as it is monitoring our complete infrastructure from the network to servers and also the end user devices.
Atera is good in the patching part as it is patching our Windows and Linux servers, end-user Windows systems, and third-party applications.
Atera is good in the automation process, and we can plan the execution of any task and schedule it. We have a lot of options here from CMD to PowerShell.
The Inventory part is also good, as we can see and download the Software and Hardware inventory from Atera. It will provide the details of all hardware and software, from OS details to applications.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Atera is well-designed but still has some issues. In the patching part, the devices having low disk space in the C drive, will not download and install the patches. It should give room to clean the space and then patch the system.
It has a limited number of third-party applications that can be installed through it.
In some cases, Atera failed to update or remove those applications that were not installed through Atera itself. Only 10% we can say.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Because this is the best tool, we have given ManageEngine ServiceDesk Plus a rating of 9 out of 10 because it provides a good overall IT service management experience, especially for ticketing, asset management, automation, and reporting. It has helped us organize IT support processes and improve visibility. For ticketing.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Atera's remote monitoring feature is one of it's best features. The laptops and servers we used it on responded quickly to our administrative task requests and made our work light. We were able to increase the resources, manage patches, windows updates and quite a few other tasks remotely and that too 24×7.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Because Atera is a much more effective and efficient solution to manage all our IT operations, it automates each of our business processes. It offers us the best support to respond to any problem that may arise. I think Atera is much more cost-effective and reliable; its value is justified with each function and satisfies all our business needs and requirements.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The intuitive user interface has enabled both users and support technicians to familiarize themselves quickly with the functionality, and the learning curve is less.
Some features need to be accessed through documentation; they're not available directly on the dashboard.
Sometimes, internet access plays a significant role, whereas low connectivity is a hindrance.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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).
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
