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Atera vs Freshservice comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Customer Service

No sentiment score available
Atera's support is highly rated for being responsive, knowledgeable, proactive, and professional, with frequent updates and effective security measures.
Sentiment score
7.5
Freshservice support is praised for responsiveness but criticized for navigation challenges, misunderstandings, and inconsistent satisfaction with issue resolution.
 

Room For Improvement

Sentiment score
5.3
Atera requires better identity management, integrations, mobile features, network monitoring, automation, interface updates, and enhanced security for a superior user experience.
Sentiment score
4.6
Freshservice needs better reporting, customization, integration, and workflow management, along with improvements in analytics and support features.
There's limited experience with the CMDB or asset management features.
 

Scalability Issues

Sentiment score
8.8
Atera is a scalable, versatile tool suitable for all company sizes, effectively managing diverse endpoints and clients with ease.
Sentiment score
8.4
Freshservice scales well for small to medium businesses, despite customization limits and cost concerns for larger enterprises.
 

Setup Cost

No sentiment score available
Atera's fixed per-technician fee offers predictable, scalable pricing with affordable integrations, making it cost-effective compared to competitors.
No sentiment score available
Enterprise buyers should explore Freshservice's flexible licensing and competitive pricing, assessing feature costs and scalability per needs.
The solution offers flat licensing and appears to be cost-effective.
 

Stability Issues

Sentiment score
8.6
Atera is highly stable and reliable with minimal downtime, frequent updates, and rare issues, often external in origin.
Sentiment score
8.5
Freshservice is praised for reliability and stability, with minor issues in integration and data imports occasionally noted by users.
 

Valuable Features

Sentiment score
8.2
Atera offers robust PowerShell commands, seamless remote access, effective automation, cross-platform support, intuitive interface, and proactive issue resolution tools.
Sentiment score
8.3
Freshservice excels with its user-friendly design, scalability, and comprehensive features, boosting IT productivity and offering flexible pricing.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
 

Categories and Ranking

Atera
Ranking in IT Service Management (ITSM)
14th
Average Rating
9.2
Reviews Sentiment
8.2
Number of Reviews
15
Ranking in other categories
Remote Monitoring and Management (RMM) (3rd), Patch Management (8th)
Freshservice
Ranking in IT Service Management (ITSM)
7th
Average Rating
8.0
Reviews Sentiment
7.5
Number of Reviews
33
Ranking in other categories
Help Desk Software (9th), Project Management Software (14th), Cloud Management (17th), IT Asset Management (9th)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Atera is 2.5%, down from 3.0% compared to the previous year. The mindshare of Freshservice is 4.0%, down from 4.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

CB
Pay just one price for unlimited devices and remote features enable easy access to all end points regardless of their location
When it comes to ease of use and the user interface I would give Atera a nine out of 10. The platform responsiveness to everything is solid. The updates Atera has put out have been second to none. Moreover, I find that if it wasn't for Atera, I wouldn't be gaining the number of clients I have and growing my business as I do. Atera provides ease of access to all devices no matter where they're located. It makes no difference if the client is in a work group or if he is on a certain domain. Atera enables me to access our clients' devices with ease and to provide them with feedback across the board. It benefits both me and my clients. When it comes to pushing out anything, such as antivirus features, it's second to none. As I'm more of a hands-on person, I visit many of my clients. Often, while visiting a client site, another client will call. With Atera, I am able to remotely handle whatever needs to be done to his machine, be it installing a printer or helping with a password. When a client calls and needs something handled quickly, Atera is a big help. On a daily basis, it saves me time and approximately seven to 10 hours per week. Were I not always going around to all my clients, it would save me even more time.
Tim Guilder - PeerSpot reviewer
Provides excellent traceability along with improved efficiency and reliability
It would be good to have the product integrated with Google because that's our corporate tool of choice. I'd also like to see a notice board where you can list a summary of the top 10 items being dealt with each day. It's something that would be very helpful. I believe they're working on a chatbot but we haven't seen that as yet. I'd like it to include a space where questions asked to a chatbot can be self-triaged in terms of support or with the ability to point you towards a knowledge-based article. We've been doing some of that ourselves but it would be good to have it through a chatbot.
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
13%
Comms Service Provider
7%
Retailer
6%
Educational Organization
6%
Computer Software Company
26%
Manufacturing Company
7%
Government
6%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for Atera?
Pricing is low. It costs around 149 bucks per month.
What needs improvement with Atera?
It should improve its processes.
What is your primary use case for Atera?
Atera is integral to our daily operations. We use it for RMM, PSA, our ticket system, and contact with people. We also integrate it with different products.
What do you like most about Freshservice?
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...
What is your experience regarding pricing and costs for Freshservice?
We're on the pro model and the pro license. It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three opt...
What needs improvement with Freshservice?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. So, there are a few areas ...
 

Comparisons

 

Also Known As

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Overview

 

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
Find out what your peers are saying about Atera vs. Freshservice and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.