Atera vs Freshservice comparison

Cancel
You must select at least 2 products to compare!
Atera Logo
1,954 views|1,046 comparisons
92% willing to recommend
Freshworks Logo
2,239 views|1,600 comparisons
96% willing to recommend
Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Atera vs. Freshservice Report (Updated: May 2024).
770,616 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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.""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.""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.""I would say it's the number one tool for all ITMS.""Pricing is definitely my favorite part of it. It is also extremely easy to use.""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.""The most valuable features of this solution are automatic batch matching and unattended support access."

More Atera Pros →

"Freshservice's best feature is its user-friendliness.""The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system.""The solution has been stable.""Depending on the size of your organization, is pretty standard and useful.""It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do.""The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.""The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.""The overall functionality of the product is excellent."

More Freshservice Pros →

Cons
"Having more freedom to perform identity access management would be great.""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 one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client.""Customization could be improved.""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.""I also use Apple Zoho, which does not require you to download anything. You can get help from Zoho. Atera, on the other hand, requires you to download an applet.""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.""There is definitely room for improvement with its automation capabilities."

More Atera Cons →

"The analytics could be better.""The chat portal is not that great.""It's hard to interact directly with the users themselves.""The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.""I am not too happy with the page layout or screen layout since it always looks messy.""We'd like better integration with other products.""The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.""They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

More Freshservice Cons →

Pricing and Cost Advice
  • "Atera happened to have the best pricing model."
  • "The value of the product is perfect, neither cheap nor expensive. I think it is the right rate. It would be awesome if it continued to be the same price because it is a great solution that I like. I like it because I'm not paying per device. I have some customers on monthly contracts and some of them are on break'n fix. If I have a client who is on break'n fix, and they need to pay per agent, then I am losing money. If they were ever to change structures, going to pay-per-device model, then I would need to think about changing to something else."
  • "With Atera, the more you add, the cheaper the cost of the additional endpoints will be."
  • "Our company is a startup. The initial reason I looked into Atera was the fact that you pay by the technician, not per-device. That means you are able to jump right in with a service without having a large overhead."
  • "Atera's pricing stays fixed and predictable, enabling us to add more customers and unlimited monitored devices. We still have a number of clients who fit a break/fix IT model. This is something where clients are complaining more about having to pay extra month-by-month for technology services. With Atera's model, we don't have to be going out and asking for more from clients each month. Right now, with where we are at in terms of scale, this is very important to us."
  • "One of the biggest issues I face is the need to pay per technician. I've dealt with other platforms that you need to have 250-500 devices. Even though the cost declines as the number of devices a person has increases, they still require you to pay for 250 or 500, respectively. With Atera, the number doesn't matter as you always pay the same amount. I approximate that Atera saves me $100 per week."
  • "As an internal IT, it's gold right there. It is money in the bank."
  • "It comes with unlimited devices, so the fixed price cost is taken out of my budget. So, I'm all good."
  • More Atera Pricing and Cost Advice →

  • "It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
  • "The price of Freshservice could improve, it is expensive."
  • "It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
    770,616 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:The most valuable features of this solution are automatic batch matching and unattended support access.
    Top Answer:I also use Apple Zoho, which does not require you to download anything. You can get help from Zoho. Atera, on the other hand, requires you to download an applet.
    Top Answer: The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of… more »
    Top Answer:The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it… more »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features… more »
    Ranking
    Views
    1,954
    Comparisons
    1,046
    Reviews
    1
    Average Words per Review
    196
    Rating
    8.0
    Views
    2,239
    Comparisons
    1,600
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    Comparisons
    Also Known As
    Flint
    Learn More
    Overview

    Atera offers a comprehensive solution for MSPs and IT Professionals. The platform provides in one integrated solution: full remote monitoring and management (RMM), PSA, remote access, patch management, billing, reports, and so much more! Atera’s disruptive pricing model also helps managed IT service providers scale their business while providing continued best-in-class service. All plans include unlimited devices, meaning you only pay per technician.Everything you need, in one easy-to-use platform

    • Thousands of paying users in over 75 countries
    • Free 30-day trial, no credit card or commitment required
    • No hidden fees or restrictions, all plans include unlimited devices
    • Seamless integration with your favorite IT tools including: Splashtop, AnyDesk, TeamViewer, and ScreenConnect

    What can Atera do for you?

    • Improve Efficiency. Atera delivers customers the tool suite for IT management. Everything you need in an all-in-one, easy-to-use platform.
    • Automation. Set alerts and proactively prevent issues for your clients. Minimize time spent on manual tasks and spend more time on what matters most, serving your customers.
    • Disruptive Pricing, Unlimited Devices. Per technician-based pricing with unlimited servers and workstations means you can cover it all, at one fixed price.

    Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

    Freshservice Features

    Freshservice has many valuable key features. Some of the most useful ones include:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

    A Senior Helpdesk at a non-profit says, “I 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.”

    PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

    A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

    Sample Customers
    MSPs, IT consultants, and IT departments worldwide trust and use Atera. 
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company12%
    Comms Service Provider11%
    Government6%
    Manufacturing Company6%
    REVIEWERS
    Financial Services Firm18%
    Manufacturing Company18%
    Comms Service Provider18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Manufacturing Company7%
    Government6%
    Educational Organization5%
    Company Size
    REVIEWERS
    Small Business100%
    VISITORS READING REVIEWS
    Small Business38%
    Midsize Enterprise20%
    Large Enterprise42%
    REVIEWERS
    Small Business62%
    Midsize Enterprise3%
    Large Enterprise34%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise18%
    Large Enterprise61%
    Buyer's Guide
    Atera vs. Freshservice
    May 2024
    Find out what your peers are saying about Atera vs. Freshservice and other solutions. Updated: May 2024.
    770,616 professionals have used our research since 2012.

    Atera is ranked 15th in IT Service Management (ITSM) with 12 reviews 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.

    See our list of best IT Service Management (ITSM) vendors.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.