What users are saying about
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Top Rated
69 Ratings
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Top Rated
692 Ratings

Atera

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Top Rated
69 Ratings
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Score 8.4 out of 100

Zendesk Support Suite

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Top Rated
692 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Atera

Atera is well suited for small to medium sized MSPs. Enterprise grade sized MSPs may find some of the menus and details difficult to work with. Mac Houses should feel good about the platform - the reporting and alerting works like a charm. Patching is as good as any I've seen.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Emily Mok | TrustRadius Reviewer

Feature Rating Comparison

Monitoring Tasks

Atera
7.9
Zendesk Support Suite
Remote monitoring
Atera
7.3
Zendesk Support Suite
Network device monitoring
Atera
8.3
Zendesk Support Suite
Multiple Server Monitoring
Atera
7.9
Zendesk Support Suite
Multi-device monitoring
Atera
8.3
Zendesk Support Suite
Automated alerts and notifications
Atera
7.7
Zendesk Support Suite

Management Tasks

Atera
7.2
Zendesk Support Suite
Patch Management
Atera
7.2
Zendesk Support Suite
Service configuration management
Atera
6.6
Zendesk Support Suite
Software and hardware inventory
Atera
8.1
Zendesk Support Suite
Policy-based automation
Atera
6.8
Zendesk Support Suite

Reporting

Atera
7.6
Zendesk Support Suite
Performance data reports
Atera
8.1
Zendesk Support Suite
Customizable reporting
Atera
7.7
Zendesk Support Suite
Data visualization
Atera
7.4
Zendesk Support Suite
Risk analysis
Atera
7.1
Zendesk Support Suite

Security

Atera
6.9
Zendesk Support Suite
Data backup and recovery
Atera
7.3
Zendesk Support Suite
Antivirus and malware management
Atera
7.3
Zendesk Support Suite
Adinistraor access control
Atera
6.1
Zendesk Support Suite

Incident and problem management

Atera
Zendesk Support Suite
7.9
Organize and prioritize service tickets
Atera
Zendesk Support Suite
8.1
Expert directory
Atera
Zendesk Support Suite
7.3
Subscription-based notifications
Atera
Zendesk Support Suite
6.6
ITSM collaboration and documentation
Atera
Zendesk Support Suite
8.1
Ticket creation and submission
Atera
Zendesk Support Suite
8.8
Ticket response
Atera
Zendesk Support Suite
8.4

Self Help Community

Atera
Zendesk Support Suite
7.8
External knowledge base
Atera
Zendesk Support Suite
7.6
Internal knowledge base
Atera
Zendesk Support Suite
7.9

Multi-Channel Help

Atera
Zendesk Support Suite
7.8
Customer portal
Atera
Zendesk Support Suite
7.6
IVR
Atera
Zendesk Support Suite
7.2
Social integration
Atera
Zendesk Support Suite
7.8
Email support
Atera
Zendesk Support Suite
8.4
Help Desk CRM integration
Atera
Zendesk Support Suite
8.1

Pros

Atera

  • Remote Access--Splashtop provides direct access so we can see what users see and help them with current issues
  • Sound Troubleshooting--Splashtop is phenomenal in pulling sound from the machine and helping with remote sound troubleshooting
  • Remote Background Access
  • Patch Management--While we have other solutions for mass patch management, whenever we run into a machine being stubborn, I just turn to Atera and target that machine directly to install the annoying patches. Seems to work beautifully. I rarely get an error on install.
  • CMD/Powershell Access--The ability to remote CMD and remote Powershell is key to solving lots of remote issues. This access is better than most other platforms and once setup is easier than actual Powershell remoting. A real plus.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
Anonymous | TrustRadius Reviewer

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.
Maycon Menezes | TrustRadius Reviewer

Zendesk Support Suite

  • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
  • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
  • Set a timer for tickets to reopen on a more individual ticket basis.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Atera

Atera 9.1
Based on 1 answer
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
Chris Miller | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 38 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Lou Gallo | TrustRadius Reviewer

Usability

Atera

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.9
Based on 18 answers
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Anonymous | TrustRadius Reviewer

Reliability and Availability

Atera

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer | TrustRadius Reviewer

Performance

Atera

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Atera

Atera 8.7
Based on 7 answers
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.
Terry Irwin | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 6.3
Based on 53 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

Atera

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Atera

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 35 answers
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Anonymous | TrustRadius Reviewer

Alternatives Considered

Atera

Atera is a lightweight cloud application that handles most every need of small and large IT Firms alike. It closely resembles Ninja, N-Able, and Syncro in performance and scale. The biggest difference is the pricing models as Atera and Syncro charge per user as opposed by device it is managing. When speaking of Connectwise, it truly is an apple to oranges comparison. Connectwise Licensing is very expensive and the program is so robust that you basically have to be trained really well in order to manage the system itself. Onboarding can take precious too many hours, whereas with Atera you can have your basic setup running in a matter of an hour or 2. I think my biggest applause to Atera is the live support chat that is not a bot and is very responsive right within the console as opposed to having to draft emails to create tickets. Questions truly are answered in real-time.
Michael Kubelka | TrustRadius Reviewer

Zendesk Support Suite

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Adam McCracken | TrustRadius Reviewer

Return on Investment

Atera

  • High ROI is beacuse of the licencing model by technician instead of by agent.
  • Negative impact is that we are not billed in our own currency, so we have to add exchange rate fee.
  • Give us a good challenge on our customer offer.
Dominic Larouche | TrustRadius Reviewer

Zendesk Support Suite

  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Screenshots

Zendesk Support Suite

Pricing Details

Atera

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Atera Editions & Modules

Edition
Pro$791
Growth$1191
Power$1491
  1. Per Technician
Additional Pricing Details
Unlimited devices & agents. No hidden fees. No contracts.

Zendesk Support Suite

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Atera
7.9
Zendesk Support Suite
7.6

Likelihood to Renew

Atera
9.1
Zendesk Support Suite
10.0

Usability

Atera
Zendesk Support Suite
8.9

Reliability and Availability

Atera
Zendesk Support Suite
8.6

Performance

Atera
Zendesk Support Suite
8.0

Support Rating

Atera
8.7
Zendesk Support Suite
6.3

In-Person Training

Atera
Zendesk Support Suite
10.0

Online Training

Atera
Zendesk Support Suite
7.9

Implementation Rating

Atera
Zendesk Support Suite
9.0

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