Atera

Tolles Werkzeug zu Kunden schnell und kompetent zu helfen

Vorteile:

Das Atera Dashboard ist intuitiv zu bedienen, leicht verständlich und bietet viele Features.

Nachteile:

Ich habe tatsächlich noch keine Nachteile erkannt

Easy to Use

Kommentare: We have asked for enhancements and another report for client SLA reporting. They have been good in walking us through setting up the self serve portal and an additional SLA report.

Vorteile:

We came off of a much expensive RMM tool. Atera has all the features that we were looking for. Adding another device to monitor is easy and does not increase your costs.

Nachteile:

Since the time we started with them they have expanded their integration to billing and added an app that we can use. You get what you pay for and we are getting a lot more value than we got with our previous tool.

Mid-level RMM and PSA solution

Kommentare: The combination of the helpdesk and RMM/PSA features means we don't use multiple systems to achieve our support objectives. The product is maturing and in active development, while not without a few issues. They are usually resolved fairly easily by Atera's support team.

Vorteile:

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.

Nachteile:

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.

In Betracht gezogene Alternativen: ManageEngine ServiceDesk Plus und Autotask PSA

Warum Atera gewählt wurde: 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.

Zuvor genutzte Software: Freshdesk und Join.Me

Gründe für den Wechsel zu Atera: The low cost was more appealing and the feature set looked like it was worth pursuing.

Quality has gone downhill

Kommentare: We have been with Atera since 2015. We have seen a lot of changes, most for the better. But at the start of 2019 everything has gone down hill. The site is slow, remote support (Splashtop) frequently goes down, and the lack of true support. What I mean by lack of true support is that they know they have a problem on their end, yet you get a canned response from them to flush your cookies and history. We are a IT company! We know a problem when we see one, and flushing our browsers is not going to fix the issues they are having. It is quite embarrassing when a customer calls you and you are unable to help them remotely because your systems don't work. Time to move to another RMM!

Vorteile:

The price point for this product is excellent, if it worked properly.

Nachteile:

Constant issues in the past few months. Cannot use remote frequently, it fails consistently since January 2019. Customer support is responsive in a canned response kind of way.

Great MSP Product

Kommentare: I was doing 14 hour shifts dealing with maintenance and patch management as I couldn't find a tool that functioned for me like I needed it to. With Atera I still put in a few hours here and there, but the automation process went from a 24 hour job, to looking at a report for an hour and making sure everything worked as it should have. If it didn't I recall the automation script and run it again without my need to sit and watch it roll. That is just one major piece of my overall experience. I do know there are plenty of tools out there that do similar, if not the same type of thing, but I was already using specific tools, and products, and Atera has an integration with those tools, so my comfort level was much greater as I already knew how to use most of the offerings. All in all, Atera has been the best product for my company!

Vorteile:

The software is very easy to use, and can replace multiple tools with one location. Very simple to setup, and can automate 90% of tasks.

Nachteile:

If we had a tier for billing/managing that was included in a Tech license that would be great. If I could get my CFO access we would most likely switch to Atera for all our time tracking and billing as well, but justifying the cost for a non-tech person to see anything is a hard pill to swallow.

In Betracht gezogene Alternativen: Auvik, SolarWinds Service Desk, NinjaOne, Autotask PSA, LionDesk und Zendesk

Warum Atera gewählt wurde: I needed something with more options, and functionality.

Zuvor genutzte Software: Spiceworks

Gründe für den Wechsel zu Atera: Mainly pricing, but I continue to stay with Atera as they all seem invested in the community, and making a better product.