What users are saying about
Top Rated
91 Ratings
Top Rated
91 Ratings
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Score 8.9 out of 100
8 Ratings
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Score 9.5 out of 100

Feature Set Ratings

    Incident and problem management

    Atera

    Feature Set Not Supported
    N/A
    6.8

    Vision Helpdesk

    68%
    Vision Helpdesk ranks higher in 4/4 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    6.0
    60%
    3 Ratings

    Ticket response

    N/A
    0 Ratings
    5.0
    50%
    3 Ratings

    Self Help Community

    Atera

    Feature Set Not Supported
    N/A
    5.0

    Vision Helpdesk

    50%
    Vision Helpdesk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    5.0
    50%
    2 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    5.0
    50%
    2 Ratings

    Multi-Channel Help

    Atera

    Feature Set Not Supported
    N/A
    7.0

    Vision Helpdesk

    70%
    Vision Helpdesk ranks higher in 4/4 features

    Customer portal

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Social integration

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Email support

    N/A
    0 Ratings
    6.0
    60%
    3 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Attribute Ratings

    • Atera is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Atera and Vision Helpdesk are tied in 1 area: Likelihood to Renew

    Likelihood to Recommend

    9.0

    Atera

    90%
    54 Ratings
    5.0

    Vision Helpdesk

    50%
    4 Ratings

    Likelihood to Renew

    9.1

    Atera

    91%
    1 Rating
    9.1

    Vision Helpdesk

    91%
    1 Rating

    Usability

    Atera

    N/A
    0 Ratings
    8.2

    Vision Helpdesk

    82%
    1 Rating

    Support Rating

    9.0

    Atera

    90%
    7 Ratings
    6.0

    Vision Helpdesk

    60%
    4 Ratings

    Implementation Rating

    Atera

    N/A
    0 Ratings
    9.1

    Vision Helpdesk

    91%
    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

    Vision Helpdesk

    I think that there is probably nothing that Vision Helpdesk can't do given enough work to customize it. The problem is that you almost have to have someone dedicated to knowing everything there is to know about the system and then have them be the administrator of all the customizations and feature additions you want. It's great that it can do so much, but it's not great that it's so complicated and has very little out-of-the-box configurations.
    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

    Vision Helpdesk

    • The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
    • Good-looking, with good visualisation and usability dashboard.
    • Ticket transfer between support users, comments, ticket printing.
    • The best price and functionality, comparing to other help desks.
    • Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.
    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

    Vision Helpdesk

    • Chat feature.
    • Remote desktop.
    • Get more integration with other software and Mobile apps.
    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

    Vision Helpdesk

    Starting Price

    $8 per month

    Editions & Modules

    Vision Helpdesk editions and modules pricing
    EditionModules
    Starter Help Desk$81
    Pro Help Desk$162
    Satellite Help Desk$203
    Starter Help Desk$124
    Satellite Help Desk$245
    Pro Service Desk$326
    Ent Service Desk$327
    Pro Service Desk$248
    Ent Service Desk$489
    Pro Help Desk$2010

    Footnotes

    1. per month per seat
    2. per month per seat
    3. per month per seat
    4. per month per seat
    5. per month per seat
    6. per month per seat
    7. per month per seat
    8. per month per seat
    9. per month per seat
    10. per month per seat

    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

    Vision Helpdesk

    For us it's really best solution.
    Read full review

    Usability

    Atera

    No answers on this topic

    Vision Helpdesk

    Really simple, good-looking interface, many features and customizations
    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

    Vision Helpdesk

    Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.
    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

    Vision Helpdesk

    Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc.
    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

    Vision Helpdesk

    • Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
    • We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
    • Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).
    Read full review

    Screenshots

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