Atera Reviews

Pros

Atera was extremely easy to get setup and running in our environment. It provides easy visibility and management capability for all IT devices and issues.

Cons

Atera has a couple of areas where a few tweaks could be made to either the interface or some of the features to make them really polished. Full functionality is available in the product however, and they listen to user suggestions and requests. They have a strong community where users can suggest new features, provide feedback for issues they discover, and learn about upcoming enhancements.

Alternatives Considered

N-sight, Kaseya VSA and NinjaOne

Reasons for Switching to Atera

Atera was the clear winner. It had the best feature set, most intuitive interface, and best value offering in licensing the product. The ongoing support and feature development promises continued enhancements to the product.

Pros

The cost is per technician created in the system, and it doesn't matter whether you have 5 or 5000 endpoints in your customer base. Pricing is predictable and stable.

Atera has a features board where subscribers can see what features are recently added, approved for development, being considered or have just been requested, and of course can submit requests as well after checking through existing requests to avoid duplication.

Cons

The helpdesk does not allow the technician to truncate the message trail when replying, so it often happens that the messages being sent between technician and customer get very long. Periodically, it would be helpful to truncate a reply so that only the last few messages are trailing the active reply.

Reporting is an improving feature but there are not enough options to get reports just the way you might want them.

Alternatives Considered

ManageEngine ServiceDesk Plus and Autotask PSA

Reasons for Choosing Atera

LogMeIn was charged per endpoint and Freshdesk didn't have alerts because there was no RMM or PSA component. We were using the free product at the time. We were looking for a unified package with easy costing and integration between RMM/PSA and helpdesk systems.

Switched From

Freshdesk and GoTo Meeting

Reasons for Switching to Atera

The low cost was more appealing and the feature set looked like it was worth pursuing.

Pros

I like how Atera automate incident management processes which help resolve issues rapidly.

Cons

The mild bugs that I experience get eradicated within two hours upon requesting technical support.

Pros

The interface is clean and easy to navigate

Cons

Support and mobile app are lacking massively. Updates are infrequent and roadmap although now public is not kept to schedule.

Alternatives Considered

Syncro

Reasons for Choosing Atera

Wanted to have a platform that included RMM and PSA

Switched From

Zendesk Suite

Reasons for Switching to Atera

Cost per endpoint vs cost per user was a big factor

Pros

Perfect for remotely administrating a variety of different operating systems and systems. We are a fully cloud, remote camps with StarLink and work-from-home-based company and Atera helps our IT team tremendously to keep an overview of all running systems and clients. We use a variety of functionality from patch management, over remote monitoring to the general support help desk. And if something doesn't work as expected Atera's support is just a chat away to investigate and support. Implements well with various 3rd party solutions, from Cyber Security to Backup, etc. including a steep discount on these services compared to the regular pricing.

Cons

A lot of additional features have been moved from a free tier to a paid tier now including the very helpful new AI features. However, since the base pricing is already pretty low it is not a massive concern to have these packages added to our service.

Alternatives Considered

Datto RMM, ConnectWise ScreenConnect and NinjaOne

Reasons for Switching to Atera

Pricing and features offered. Pricing per technician is a game changer and allows to us better forecast the spending.

Pros

The ease of use, the AI implementation for enduser support and script creation. The remote access and monitoring

Cons

No cons at this moment! Atera has been working just as expected and we continue to explore the functionality.

Alternatives Considered

ManageEngine Endpoint Central

Reasons for Choosing Atera

Cost, functionality, ease of use, integration with other support services.

Switched From

ManageEngine Endpoint Central

Reasons for Switching to Atera

Cost, functionality, ease of use, integration with other support services.

Pros

I like it being all in one place and intuitive to use. The new addition of AI to help with tickets is great built-in support for remote. Makes it easier to connect clients.

Cons

The inability to add month-to-month Technicians is if you’re on a yearly commit

Pros

I like that I no longer need to search for information because Atera provides with real time dashboard,Also I find it indispensable because it makes everyday tasks like patch management,remote desktop access and ticketing a breeze.

Cons

Nothing really,Atera is distinguished by its intuitive user interface and efficient workflow.

Pros

After going through several different RMM & PSA solutions in a short period of time, Atera has been like a breath of fresh air. It is very powerful, easy to navigate, and has an amazing user interface. Furthermore, the staff and customer service are simply amazing. Thank you, Atera!

Cons

I can't really find something not to like.

Pros

Atera is a powerful platform that serves as a one-stop solution for IT management services, addressing every need from remote access and device patching schedules to first-line helpdesk activities, without any glitches in its service offerings.

Cons

I have only used Atera during its free trial, and I didn't notice any issues with its operations, so it's hard to give any -ve feedback about it.

Pros

Atera is very much interested in what their customers think and request for suggestions or improvements. Atera is affordable because they charge per technician instead of per end point. The Atera interface is fast and not bogged down with so many features that it makes it confusing and time consuming. I really like that the main features of support tickets, Alerts, and Reports are easy to get to and analyze. The support ticket system is quick and easy to use as a technician and it's great that customers just have to send a simple email to create a support ticket. Atera Reports are great to create and send to customers to show what is happening behind the scenes. Remote connection to customers' computers is another feature that works very well. Connecting remotely to my customers' computers is quick and easy. No messing around with codes or having customers download and install extra special software.

Cons

Not much to dislike about Atera. I would like to see the Alerts to be improved upon by making them not alert me every time a computer has a small spike in CPU and/or memory usage as well as temperatures. I would also like to see the Atera website more compatible with the new Microsoft Edge browser that is being released in January of 2020. Currently the support tickets' information details appear as narrow paragraphs. Currently there is no mobile app to get notifications of new support tickets and to access and edit current support tickets.

Pros

First most thing I like is easy to access all the features without any complicated menus. Deploying the agent using command line options helps me to rollout for mass deployment. The splashtop is fast and easy to connect that also gives you the messaging option on the top instead of going through manage> chat. Connecting to remote is faster than the other RMM we used before. Their chat support is instant, i never had to wait for more than a min anytime i try to contact support

Cons

Lot of times the chat from the manage option will not work. I would like to have the feature of searching by custom field we create or to generate reports using custom field.

Alternatives Considered

ManageEngine Endpoint Central

Reasons for Choosing Atera

Solarwinds is expensive and complicated to use.

Switched From

SolarWinds Service Desk

Reasons for Switching to Atera

cost wise and we are not deploying to a enterprise level, we are a small scale only.

Pros

I like how it is a full feature MSP tool in one software. We can add more value to our customers and provide better service due to atera

Cons

It is on the pricey side especially as we add technicians. The mobile app is glitchy. Tickets don't always display properly.

Alternatives Considered

N-central

Reasons for Choosing Atera

Logmein was more expensive with less features. Logmein continued to raise the price significantly every year while stripping features

Switched From

LogMeIn

Reasons for Switching to Atera

Didn't have as many features and charged per node not user

Pros

The best thing about Atera is that it is always improving features, even weekly but at least monthly. I had some experience with NABLE MSP support software, so was familiar with many of the aspects that Atera had to offer and simply needed to start deployment of agents at my customer sites, so felt very productive very soon after starting. There are many resources readily available to gain additional training in areas where I don't feel as confident. Although it didn't happen often, I was able to receive technical support for issues relating to the agents or dashboard in general in CHAT, so there was no waiting.

Cons

Up until two weeks ago, I had no issues with Atera. There is many new features that are being developed monthly, but most of them are not available to the lowest subscription package, but it makes sense that people paying more money should have an increasing number of features available to them. Two weeks ago, I get a payment notification from Atera that is significantly higher. When I sent an inquiry email through Atera's Contact system, they suggested that they had sent out notification months before. My incoming messages from Atera are filtered into an ATERA INCOMING MAIL folder and I double checked and verified that I had never received it. The Atera Pro level subscription increased by 33% a month. I received a return email sent back suggesting that Atera hadn't raised it's pricing in the last 6 years. At a time where small business owners are trying to build back to pre-pandemic business levels, it's unfortunate that Atera didn't have our backs. The less than helpful response from Atera also suggested that if I prepaid for the full year, it would be less of an increase overall. I also moved many of my existing sites to make use of Emsisoft Business Software and a few to utilize Acronis Cyber Backups, my payments to Atera are more than double what the Pro subscription was originally set at and that obviously means nothing.

Alternatives Considered

NinjaOne

Reasons for Switching to Atera

I liked the pricing model per technician that allowed for unlimited agents. I believed that I'd be able to keep my one person business affordable despite growth of my computer support business.

Pros

It has all the features and most the integrations most the competitors have at a slightly lower price. The software evolves faster than competitors so if the feature you need isn’t there it probably will be soon.

Cons

Had to purchase the Splashtop unattended access option for $200 per year

Alternatives Considered

Kaseya VSA

Reasons for Choosing Atera

Slow performance across the board and the interface is not intuitive in Automate.

Switched From

ConnectWise ScreenConnect, ConnectWise PSA and ConnectWise Automate

Reasons for Switching to Atera

Lower initial cost and total cost of ownership

Pros

The amount of features for the price is hard to compete with.

Cons

The user interface isn't as simple and elegant as other more expensive alternatives. Searching for devices based on serial number still hasn't been implemented.

Alternatives Considered

TeamViewer Remote

Reasons for Choosing Atera

Samanage and Logmein Central were a more expensive alternative. Logmein was also raising prices. Atera was able to replace both products.

Switched From

SolarWinds Service Desk

Reasons for Switching to Atera

TeamViewer is a much more expensive alternative.

Pros

A pleasant gui and easy navigation are standout features. The strong search engine is very helpful.

Cons

Some of the helpdesk is a little confusing and we're still getting the hang of it. Until it's tuned, it can be "noisy" with alerts.

Alternatives Considered

Kaseya VSA and NinjaOne

Reasons for Choosing Atera

n-able could be a little too complex, and the per-agent licensing was getting very expensive. In addition, one of our techs accidentally deleted a location and there was no way to recover it.

Switched From

N-sight

Reasons for Switching to Atera

Can't beat the integrations and the per-user pricing.

Pros

The RMM agent with the Splashtop integration is critical. My support is predicated on it.

Cons

Would like more and deeper integrations with other SaaS Services such as Kaseya/Unitrends and other backup programs for monitoring. As well as other SaaS programs.

Alternatives Considered

Datto RMM and LogMeIn

Reasons for Switching to Atera

Better value and functionality. More included features. Worked better

Pros

The support team and access is amazing, they always have what you need.

The shared libraries for scripts and SNMP templates are a huge time saver. (make sure to vet the scripts yourself)

The AI features are more than a gimmick and can be a huge time saver if used properly.

The developers are listening and adding requested features.

Cons

The inability to add a user to multiple devices is a real headache for me.

The time tracking interface is a bit lacking compared to other larger vendors.

Alternatives Considered

NinjaOne and ConnectWise Automate

Reasons for Switching to Atera

Great value for the money. Great support staff.

Pros

Deployment is very using using Group Policy and provided MSI. You can create a custom MSI for each client. Alerts are immediate. Remote access is extremely fast and reliable. Customized branding looks great!. Create your own Power Shell scripts and schedule or launch when needed. Saves a tonne of time. Monitor SNMP devices and Network devices. Glad I no longer have to host this my self. It's nice to have this service in the cloud.

Cons

Reports need improving. Very limited. I'd like the ability to cherry pick what I want in the report. Example: Computer Name, CPU, RAM, HDD or SSD, OS ver, Date Last Seen. Although I can export a report that contains this info, it also contains all other info that needs to be trimmed down in Excel. Reporting should be a quick process.

Pros

One of the things I liked most about Atera was its all-in-one approach to IT management. The platform offered a comprehensive suite of tools and features that covered various aspects of IT support and service delivery. I particularly appreciated the integrated remote monitoring and management (RMM) capabilities, which allowed me to proactively monitor and maintain my clients' systems. The ticketing system and service desk were also well-designed, providing a centralized place to track and manage customer requests. Additionally, Atera's reporting and analytics features provided valuable insights into the performance and health of my IT infrastructure. Overall, the holistic approach of Atera simplified my IT management processes and improved efficiency.

Cons

one aspect I liked least was the limited customization options in certain areas. While the platform offered a range of pre-built templates and workflows, there were instances where I wanted more flexibility to tailor the system to my specific needs. For example, I found some limitations in customizing the appearance and branding of the customer portal. However, despite these minor limitations, the core functionalities of Atera were robust and effective in meeting my IT management requirements.

Pros

I like the alerting and having the alerts trigger scripts. That gets to be really useful for mundane things like disks getting full and memory getting full. The community shared scripts are great to copy and improve on. There's a real wide selection there and it's very useful stuff.

Cons

Granting customers remote access to their workstations is kind of "buried", I wish that had its own page for the controls and they were all close to each other.

Pros

It's easy to use, the script library is growing and very useful.

Cons

Splashtop remote access - It works well, but I would really like to be able to view multiple remote monitors at the same time!

Pros

I love the amount of easy organization, the full functionality for device agent software, reporting, alerts, and overall ease of use that sits at the point of not being overblown and too much to work with.

Cons

I have yet to find something I do not like, but I wish there was more granular control per agent on being able to select what is reported on for alerts.

Alternatives Considered

ConnectWise PSA

Reasons for Choosing Atera

Connectwise packages are more expensive and offer more then I would use as a small Service Provider.

Reasons for Switching to Atera

overpriced for small business affordability

Pros

Remote connectivity and alerting of critical mass on server infrastructure

Cons

Customer support... All I ever hear is this is going to be added to the application soon regarding features and wish lists.