Great product constantly evolving !!
April 01, 2021
Great product constantly evolving !!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Atera
As MSP business we are using Atera on daily work, supporting customer, monitoring their infrastructure, managing incoming ticket, etc. It keeps all aspects of our support team on one place. Easily connect with customer to resolve issue with the included remote software and all the technical feature required for an MSP.
- RMM solution all in one, RMM, Ticketing, invoicing, remote access
- Easy to configure, easy to operate
- Overall performance is great. Responsive, Quick, updated each month with new feature and bug fix.
- Customer support is also quick to reply and provide quick solution
- Need some improvement on ticket automation rules to add more complex kind of rules.
- Script execution could only be run as system or current user, which does not suit all of our situation.
- More customizable dashboard.
- Need more customisation on alerts.
- More reporting option and customisation.
- 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.
- ConnectWise Automate (formerly LabTech), N-able MSP Manager (formerly Solarwinds MSP Manager), N-able RMM (formerly Solarwinds RMM), Spiceworks Help Desk, ConnectWise Control (formerly ScreenConnect) and N-able Take Control (formerly Solarwinds Take Control)
Basically the billing model by technician instead of agent.
The all included solution for remote moniroting, remote access, automation, ticketing system and reporting.
The all included solution for remote moniroting, remote access, automation, ticketing system and reporting.
Alerting is good, too much alerts and most of them are false positive or the threshold doesn't work as expected. By default all thresholds are too low, and we had to customize for each customer and in some case for specific device until we find a more normalized trend.
There is also a lack of customized alerts, out of the box alerts are the most common one and the most needed one, but having the possibility to have it more flexible and more customizable.
There is also a lack of customized alerts, out of the box alerts are the most common one and the most needed one, but having the possibility to have it more flexible and more customizable.
Huge benefit, we move from agent billing system to a technician billing one and that was a game changer in our case. New way of working our services offer to customer, and all in one solution is a more efficient way to work.