Atera is a platform that enables IT professionals to gain access, visibility, and control over all their networks and devices from anywhere. Users can manage their IT operation from patch management, IT automations, advanced reporting, alerts, helpdesk, ticketing, and it features dozens of integrations with familiar tools. Its pay-per-technician model enables IT teams and MSPs to pay a fixed price and scale operations across unlimited devices, all while reducing menial tasks so they…
$99
per month per user
SysAid
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.
N/A
Pricing
Atera
SysAid
Editions & Modules
MSP - Pro
$99
per month per user
MSP - Growth
$129
per month per user
IT Department - Professional
$149
per month per user
MSP - Power
$169
per month per user
IT Department - Expert
$169
per month per user
IT Department - Master
$199
per month per user
No answers on this topic
Offerings
Pricing Offerings
Atera
SysAid
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
Unlimited devices.
Prices per user, per month, billed annually.
SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
As a one-person IT department, Atera is almost like having another person to help, especially as we integrate the AIT functionalities. We have several locations spread over nearly 200 miles, and Atera has enabled me to remote in and fix something that before would have had to wait until we could justify an all-day or overnight 300 mile round trip.
SysAid has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
Support, if you need them they are there and they always have the answers you need.
The AI scripting features allow you to really hit the ground running. You can give it a prompt and it will give you a script that will be very close to what you need. All you have to do is polish it up and test it out.
I love having the ability to use multiple remote access tools, in the event a machine has an issue with one of them, or if a cloud service goes down, you have a fallback.
The shared script library is an amazing resource for troubleshooting and streamlining.
The development teams are open to adding features and have done so frequently based on user requests.
Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
knowledge base links directly to tickets, so repeat issues are easy to solve.
There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
There is a lot to learn with this solution so reaching out to their Support is crucial.
Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
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
Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
This has been a great platform to handle both service requests and device maintenance. Without it, we would have to do manual ticket creation through another platform that does not link with a RMM making the help desk inefficient and frustrating both Employees and the Executives of the company. The addition of AI makes all of this even easier!
SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
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.
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
Atera was the clear winner for us. The interface and tools were very easy to learn and setup. Atera's licensing incorporates good feature sets and value levels. Some of the other products were difficult to setup and lacked good flow between tools. The value proposition was also not as good.
SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.
When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
We have been able to add new employees/devices without increasing my staff to support them.
The value of charging per technician verses per device cannot be stated enough. Without that pricing, I wouldn't be able to budget enough to pay for all of the things I get with Atera.
They have a customer portal which allows the end user to check on submitted tickets, open new tickets and recommend any new features.
How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
Intuitive interface. Integration to Outlook. Easy reporting.
It has a very user-friendly interface and effective management capabilities.
