What users are saying about
Top Rated
92 Ratings
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Score 8.7 out of 100
1 Rating
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Score 9 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    8.9

    Serviceware Processes (helpLine)

    89%
    Serviceware Processes (helpLine) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Expert directory

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Service restoration

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    Self-service tools

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Subscription-based notifications

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    ITSM collaboration and documentation

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    ITSM reports and dashboards

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    ITSM asset management

    Atera

    Feature Set Not Supported
    N/A
    8.3

    Serviceware Processes (helpLine)

    83%
    Serviceware Processes (helpLine) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Asset management dashboard

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Policy and contract enforcement

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Change management

    Atera

    Feature Set Not Supported
    N/A
    10.0

    Serviceware Processes (helpLine)

    100%
    Serviceware Processes (helpLine) ranks higher in 2/2 features

    Change requests repository

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Service-level management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Attribute Ratings

    • Atera and Serviceware Processes (helpLine) are tied in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    9.0

    Serviceware Processes (helpLine)

    90%
    1 Rating

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating

    Serviceware Processes (helpLine)

    N/A
    0 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    9.0

    Serviceware Processes (helpLine)

    90%
    2 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

    Serviceware

    You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
    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

    Serviceware

    • No implementation limits.
    • Easy handling (masks can be designed freely).
    • Various interfaces are available.
    • With C# code a lot can be done.
    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

    Serviceware

    • The task management tool could be better integrated.
    • Relatively high memory usage for heavy users.
    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

    Serviceware Processes (helpLine)

    Starting Price

    Editions & Modules

    Serviceware Processes (helpLine) editions and modules pricing
    EditionModules

    Footnotes

      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

      Serviceware

      No answers on this topic

      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

      Serviceware

      In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
      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

      Serviceware

      Unfortunately I have no experience with other products.
      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

      Serviceware

      • We can handle tickets faster.
      • No double tickets anymore because of the contact assignment.
      • One mailbox where every mail will be processed.
      Read full review

      Screenshots

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