Freshservice and Atera compete in the IT service management and remote monitoring sectors. Freshservice seems to have an edge with its comprehensive suite of features and ease-of-use, while Atera is favored for its cost-effective pricing model and automation capabilities.
Features: Freshservice provides streamlined incident management, mobile integration allowing ticket management on mobile devices, and comprehensive analytics. It offers strong project management and integration capabilities, alongside ease-of-use. Atera is known for its remote monitoring and management features, offering continuous updates, cross-platform solutions, and efficient automation tools that prioritize technician tasks.
Room for Improvement: Freshservice users highlight a need for more customizable workflows and improved reporting on changes and task management, including better Linux and Outlook integration. Atera users suggest enhancements in user authentication, network monitoring beyond physical devices, and advanced mobile device management, along with more cloud platform integrations.
Ease of Deployment and Customer Service: Freshservice, primarily deployed on the public cloud, offers fast initial setup with mixed reviews on customer support responsiveness. Atera, available on-premises and in the public cloud, provides straightforward deployment and consistent support, although some users wish for better advanced customization and direct support interactions.
Pricing and ROI: Freshservice's pricing tends to be higher, based on the number of agents, but users often justify the cost with improved efficiency and asset management. Atera's competitive pricing charges per technician with unlimited device support, making it suitable for businesses focusing on cost control.
There's limited experience with the CMDB or asset management features.
The solution offers flat licensing and appears to be cost-effective.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
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
What can Atera do for you?
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:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
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."
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.