Item: Atera
Rating: 8
Author: martin chicoine

Overall Satisfaction with Atera

Use Cases and Deployment Scope

Our msp uses Atera to track and resolve support cases for 3rd party contract clients that are having computer, email, network, and website issues. We track and note all cases and use Ateras time feature to invoice customers on an hourly basis. We also utilize their product and expense utility to track hardware and software we use for each of our tickets.

Pros and Cons

Pros

the product and expense utility keeps great track of hardware and software used during tickets and is easy to adjust pricing in case someone needs to quote or invoice something.
the ai feature has helped a ton when coming up with commands to solve some of our cases including changing passwords and forcing updates in case the computer is not allowing us to do it on the front end.
the management tools are extremely useful in tracking what clients have what equipment and can easily run reports on clients who have outdated hardware or are missing critical updates.

Cons

the ui changes recently have been a bit jarring. I feel the product and expense category can be moved out of a submenu and onto the main page of a ticket. This will assist in not forgetting to add products to tickets
make scheduling a ticket a bit easier, I don't think using ai to generate a scheduled ticket is particularly useful when I know what the ticket should be. Make the manual ticket scheduling the default.
Allow me to move the subcategories when searching tickets so I can see the full name of the ticket. I cannot move the small ai generation category in order to see the full ticket names when searching

Return on Investment

our business has increase in scale by about 20 percent since I joined and in the time I have been with this company we have had over 1000 tickets in less than a year. Atera makes it simple to manage all of them easily
the ui is much nicer than my previous company (geek squad) and the simplistic nature makes the work much more streamlined
since our integration with Atera. our company has doubled in tickets, we used to use service now but Atera is easily the best way to compile information easily and run reports without having to slog through prompts and submenus to do so.

Usability

there was a minimal learning curve—new technicians can begin managing endpoints and handling tickets almost immediately. the Built-in remote access (via Splashtop) and PowerShell automation can be executed with just a few clicks. if there are issues with computers or security flaws and updates that need to be run then Atera updates within hours if not in real time.

Key Insights

Do you think Atera delivers good value for the price?

Yes

Are you happy with Atera's feature set?

Yes

Did Atera live up to sales and marketing promises?

Yes

Did implementation of Atera go as expected?

Yes

Would you buy Atera again?

Yes

Likelihood to Recommend

Atera’s pricing model is based on per technician rather than per endpoint, making it cost-effective for smaller teams managing a large number of devices. 3-person MSP supporting 250 endpoints across several small businesses can monitor and manage all clients affordably.
Built-in Splashtop integration provides efficient remote access without needing separate licensing. A company with 50 remote employees requires secure remote access, system monitoring, and support ticketing from IT.

Atera Feature Ratings

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Ateras utility for MSPs