What users are saying about
Top Rated
90 Ratings
Top Rated
240 Ratings
Top Rated
90 Ratings
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Score 9 out of 100
Top Rated
240 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Monitoring Tasks

    8.6

    Atera

    86%

    Spiceworks Help Desk

    Feature Set Not Supported
    N/A
    Atera ranks higher in 5/5 features

    Remote monitoring

    8.7
    87%
    52 Ratings
    N/A
    0 Ratings

    Network device monitoring

    7.9
    79%
    42 Ratings
    N/A
    0 Ratings

    Multiple Server Monitoring

    9.0
    90%
    51 Ratings
    N/A
    0 Ratings

    Multi-device monitoring

    8.8
    88%
    52 Ratings
    N/A
    0 Ratings

    Automated alerts and notifications

    8.7
    87%
    53 Ratings
    N/A
    0 Ratings

    Management Tasks

    7.9

    Atera

    79%

    Spiceworks Help Desk

    Feature Set Not Supported
    N/A
    Atera ranks higher in 4/4 features

    Patch Management

    8.1
    81%
    51 Ratings
    N/A
    0 Ratings

    Service configuration management

    7.8
    78%
    45 Ratings
    N/A
    0 Ratings

    Software and hardware inventory

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    Policy-based automation

    7.1
    71%
    40 Ratings
    N/A
    0 Ratings

    Reporting

    8.1

    Atera

    81%

    Spiceworks Help Desk

    Feature Set Not Supported
    N/A
    Atera ranks higher in 4/4 features

    Performance data reports

    8.5
    85%
    47 Ratings
    N/A
    0 Ratings

    Customizable reporting

    7.8
    78%
    43 Ratings
    N/A
    0 Ratings

    Data visualization

    7.9
    79%
    44 Ratings
    N/A
    0 Ratings

    Risk analysis

    8.1
    81%
    36 Ratings
    N/A
    0 Ratings

    Security

    8.0

    Atera

    80%

    Spiceworks Help Desk

    Feature Set Not Supported
    N/A
    Atera ranks higher in 3/3 features

    Data backup and recovery

    7.8
    78%
    27 Ratings
    N/A
    0 Ratings

    Antivirus and malware management

    8.0
    80%
    34 Ratings
    N/A
    0 Ratings

    Administrator access control

    8.3
    83%
    84 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    7.9

    Spiceworks Help Desk

    79%
    Spiceworks Help Desk ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.2
    82%
    52 Ratings

    Expert directory

    N/A
    0 Ratings
    7.0
    70%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.5
    75%
    40 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.5
    75%
    43 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.7
    87%
    52 Ratings

    Ticket response

    N/A
    0 Ratings
    8.4
    84%
    51 Ratings

    Self Help Community

    Atera

    Feature Set Not Supported
    N/A
    8.3

    Spiceworks Help Desk

    83%
    Spiceworks Help Desk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.8
    88%
    46 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.9
    79%
    46 Ratings

    Multi-Channel Help

    Atera

    Feature Set Not Supported
    N/A
    7.4

    Spiceworks Help Desk

    74%
    Spiceworks Help Desk ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.0
    80%
    44 Ratings

    IVR

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Social integration

    N/A
    0 Ratings
    6.5
    65%
    25 Ratings

    Email support

    N/A
    0 Ratings
    8.8
    88%
    44 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.9
    69%
    26 Ratings

    Attribute Ratings

    • Atera is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Spiceworks Help Desk is rated higher in 1 area: Likelihood to Renew

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    8.7

    Spiceworks Help Desk

    87%
    81 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    10.0

    Spiceworks Help Desk

    100%
    29 Ratings

    Usability

    Atera

    N/A
    0 Ratings
    8.6

    Spiceworks Help Desk

    86%
    8 Ratings

    Availability

    Atera

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    6 Ratings

    Performance

    Atera

    N/A
    0 Ratings
    8.0

    Spiceworks Help Desk

    80%
    2 Ratings

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    8.6

    Spiceworks Help Desk

    86%
    49 Ratings

    Implementation Rating

    Atera

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    13 Ratings

    Product Scalability

    Atera

    N/A
    0 Ratings
    10.0

    Spiceworks Help Desk

    100%
    1 Rating

    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

    Spiceworks Ziff Davis

    It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
    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

    Spiceworks Ziff Davis

    • It helps to multitask, even on the go with the mobile App.
    • We can customize to meet your needs with automated responses, notifications, and templates.
    • Detailed reports allow managers to keep track [of] and analyze data.
    • Allows for a database to store notes helpful for future tickets.
    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

    Spiceworks Ziff Davis

    • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
    • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
    • Improved ability to customize the system generated emails to improve the formatting and company branding.
    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

    Spiceworks Help Desk

    Starting Price

    $0

    Editions & Modules

    Spiceworks Help Desk editions and modules pricing
    EditionModules
    All TiersFree1

    Footnotes

    1. none

    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

    Spiceworks Ziff Davis

    Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
    Read full review

    Usability

    Atera

    No answers on this topic

    Spiceworks Ziff Davis

    Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
    Read full review

    Reliability and Availability

    Atera

    No answers on this topic

    Spiceworks Ziff Davis

    We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
    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

    Spiceworks Ziff Davis

    Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
    Read full review

    Implementation Rating

    Atera

    No answers on this topic

    Spiceworks Ziff Davis

    If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
    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

    Spiceworks Ziff Davis

    EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
    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

    Spiceworks Ziff Davis

    • Positive - Allow organizations to implement structured Help Desk procedures.
    • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
    • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
    • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
    Read full review

    Screenshots

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