We performed a comparison between Atera and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We value the alerts that come with the product which allow me to reach out to my clients. Overall, Atera generates additional revenue streams for work done on their machines."
"It's very easy to use, not just for me, but even for people who have claimed, "I'm not very good at IT." Once you have it installed and you have it set up, it pretty much works by itself. It really helps you do what you need to do. It's easy to use for a beginner, compared to some of the other larger RMMs that are a little bit more complicated."
"Atera has saved our organization money. We look at Atera as an extra employee that we only pay about $300 a month. This is incredible savings over having to hire somebody to do all the tasks that Atera performs for us."
"All of the features of Atera are valuable because they allow the customers to achieve their goals. It is easy to use, has good collaboration, and has zero maintenance."
"Atera has helped me to provide more accurate solutions based on a given problem. For example, we base our solutions on event scenarios, like the alerts. We identify that there's a series of problems occurring in a particular area from the information provided by the alerts."
"I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."
"Pricing is definitely my favorite part of it. It is also extremely easy to use."
"I would say it's the number one tool for all ITMS."
"The product scales up effortlessly and you can easily add users."
"It's stable."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The management of this application is good."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"This solution has provided a way to manage request tracking and resolution."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."
"The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them."
"Customization could be improved."
"Having more freedom to perform identity access management would be great."
"There is definitely room for improvement with its automation capabilities."
"The billing module has a standard layout which is too limited for my needs."
"The chat solutions need improvement because we first need to connect to the customer. This needs to improve so that there is a particular feature that can provide support to customers even if they are not connected to a computer."
"They are working on an update, and I would like to see more stuff outside of just computers and servers. Increasingly, we need to be able to monitor and manage network devices. Atera is improving on that already, which is one place that it is currently lacking."
"The documentation could be improved."
"They could improve the screens."
"The service delivery could be improved."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"The self-service feature for end users and the knowledge base need to be improved."
"Improvement is needed in the Software Assets Management functionality."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
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Atera is ranked 15th in IT Service Management (ITSM) while ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews. Atera is rated 9.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Atera writes "Pay just one price for unlimited devices and remote features enable easy access to all end points regardless of their location". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Atera is most compared with NinjaOne, Datto Remote Monitoring and Management, N-able N-central and Microsoft Configuration Manager, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM. See our Atera vs. ManageEngine ServiceDesk Plus report.
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