We performed a comparison between Atera and Freshservice 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."There are a lot fewer hardware replacements. Once people migrated from old style hard disks over to SSDs, you have things like hard disks filling up faster. So, I run a script to clear out all the waste, e.g., all the temporary files and downloads. A lot of our business runs through a custom web application that we built. This involves people downloading a lot of PDFs and Excel files, and not just having them sitting in folders. With Atera, I can just go through and clean the temporary files out."
"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 saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."
"I really like the Shared Script Library and automation tasks which they have implemented... because all the Atera users in the community can share their scripts and their automation tasks knowledge. The same goes for the Shared SNMP Template Library."
"I would say it's the number one tool for all ITMS."
"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."
"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 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."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"You can just register and within five to minute minutes, you are ready to go."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"It allowed the development team to concentrate on the client’s requirements instead."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"Freshservice's best feature is its user-friendliness."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"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."
"There is definitely room for improvement with its automation capabilities."
"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."
"Customization could be improved."
"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."
"The billing module has a standard layout which is too limited for my needs."
"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."
"I would like to see more mobile device management. iPad is a big one. I know they've been working on some of that. For me, it would be amazing if I could do tablet devices and even expand it to POS systems or the like. I know that a lot goes into that but I've seen it is an area they're looking at."
"Their analytics need improvement."
"A chat bot needs to be added to the portal."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"I am not too happy with the page layout or screen layout since it always looks messy."
"Not integrated with Google."
"Freshservice could improve the integration with Microsoft Outlook."
"It's hard to interact directly with the users themselves."
Atera is ranked 25th in IT Service Management (ITSM) while Freshservice is ranked 5th in IT Service Management (ITSM) with 29 reviews. Atera is rated 9.2, while Freshservice 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 Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". Atera is most compared with NinjaOne, Datto Remote Monitoring and Management, N-able N-central, Microsoft Configuration Manager and SuperOps.ai, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our Atera vs. Freshservice report.
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