Overview
Product Information on Atera
What is Atera?
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Overall experience with Atera
“Segregating Devices and Ticket Support Boosts Management Control, AI Features Costly”
“Insufficient Customization and Asset Updates Present Operational Challenges”
About Company
Company Description
Atera is an artificial intelligence-powered IT management platform aimed at enhancing productivity for IT teams. The company's main focus is assisting in smoother IT operations by providing an integrated suite of solutions, ranging from Remote Monitoring & Management, IT Automations, Patch Management to Scripting, and Ticketing. User-friendly Reporting and a range of other features undeniably cut down time-to-resolution. The all-encompassing nature of Atera's AI solution aims to support the delivery of better, more efficient outcomes in a reduced timespan for IT operations.
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User Sentiment About Atera
Reviewer Insights for: Atera
Atera Likes & Dislikes
We like the level of management control over devices and the integrated ticket support system. The way we can segregate devices and users into multiple groups to suit device types and user location will be very handy for us.
The help desk is very fast in helping to resolve an issue or answer a question
The integrated AI and scripting is a huge time saver. The different integrations in general (having asset management, Windows updates, scripting, ticketing, knowledgebase, and workflows all in one) and having all IT aspects in one application is another huge accessibility boost and time saver. Their service desk is also super helpful and responsive if you ever run into an issue, though usually you can find what you're looking for in their impressive documentation before ever needing the service desk.
We have decided not to take the inbuilt AI model subscription due to budget contraints, but we have signed up for all other subscription models. It would have been really good to have the inbuilt AI to assist us with support tickets enquiries and to use a degree of automated responses to assist users, however it was a costly add-on.
1. Unable to assign devices or assets as the ticket owner so that I can keep track of reoccurring issues with the device. (since the device can be reused with another user) 2. I can't retire a device, if a device is no longer being used, I have to leave it alone and let it look like it is still active or delete it from the system. 3. We have 2 tenants, and the product only supports 1 tenant. This means our users cannot log into the program to look up KB articles or create their tickets that way, they have to send in an email to create a ticket. This means they cannot track their ticket status without sending in another email asking about their ticket. 4. Would like to have the ability to create banners for VIP users so it shows a high priority to the ticket better than the average ticket. 5. Would like the ability to add in more Activity Status, the 4 they have are nice but there are more that I would like to add in
There are just a couple of small features we'd love to see added, the main one being the mobile app home page being able to be changed to the Ticketing page instead of defaulting to alerts. We'd also love to see a dark mode added!
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Atera Reviews and Ratings
- IT Manager50M-1B USDTransportationReview Source
Insufficient Customization and Asset Updates Present Operational Challenges
Rushing to push out AI when the ticketing/asset part of the product feels unfinished and has a lack of features that other major ticketing/ asset programs have. - ENGINEER50M-1B USDManufacturingReview Source
Segregating Devices and Ticket Support Boosts Management Control, AI Features Costly
We have been talking to Atera for a while now and have had long access to trial versions of the product and video calls and screensharing with two members of their team. Product is very intuitive and the setup sessions were well received. - Associate50M-1B USDConsumer GoodsReview Source
Comprehensive Application Boosts Time Savings and Access With Few Requested Improvements
Atera has been super helpful both through implementation and constantly making sure we're aware of new features or just better ways to use their application. Their application is truly like flying a spaceship compared to the precious ticketing system we used that was more like riding a tricycle with a busted wheel. - IT Manager50M-1B USDConstructionReview Source
Atera is pioneering AI in IT Service Management and setting the bar really high
Atera is responsive, listens to customers, is transparent, and constantly working to improve the product with monthly releases for features that drive immediate value. - IT Services Associate<50M USDIT ServicesReview Source
Automation Features and Reliable Remote Access Stand Out in RMM Platform
Trust worthy and reliable RMM with great automation, patching and remote access services.