We performed a comparison between Atera and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features of this solution are automatic batch matching and unattended support access."
"There are a lot fewer hardware replacements. Once people migrated from old style hard disks over to SSDs, you have things like hard disks filling up faster. So, I run a script to clear out all the waste, e.g., all the temporary files and downloads. A lot of our business runs through a custom web application that we built. This involves people downloading a lot of PDFs and Excel files, and not just having them sitting in folders. With Atera, I can just go through and clean the temporary files out."
"Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."
"Atera has saved our organization money. We look at Atera as an extra employee that we only pay about $300 a month. This is incredible savings over having to hire somebody to do all the tasks that Atera performs for us."
"Atera has helped me to provide more accurate solutions based on a given problem. For example, we base our solutions on event scenarios, like the alerts. We identify that there's a series of problems occurring in a particular area from the information provided by the alerts."
"It's very easy to use, not just for me, but even for people who have claimed, "I'm not very good at IT." Once you have it installed and you have it set up, it pretty much works by itself. It really helps you do what you need to do. It's easy to use for a beginner, compared to some of the other larger RMMs that are a little bit more complicated."
"I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."
"We value the alerts that come with the product which allow me to reach out to my clients. Overall, Atera generates additional revenue streams for work done on their machines."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"The strength is its pricing. It is easy to use."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"There's no problem with the software."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"I am enjoying the report features, they are quite good."
"Having more freedom to perform identity access management would be great."
"I would like to see more mobile device management. iPad is a big one. I know they've been working on some of that. For me, it would be amazing if I could do tablet devices and even expand it to POS systems or the like. I know that a lot goes into that but I've seen it is an area they're looking at."
"There is definitely room for improvement with its automation capabilities."
"The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client."
"The mobility of Atera is also a feature which needs to be addressed so that it can be used on iPads, iPhones and things of this nature. I would also like to see an agent included on these devices so that I can monitor, maintain and manage them."
"The solution is scalable. However, in the past, we did have some issues."
"I also use Apple Zoho, which does not require you to download anything. You can get help from Zoho. Atera, on the other hand, requires you to download an applet."
"The billing module has a standard layout which is too limited for my needs."
"Offers very limited customizations."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The documentation could be improved."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The interface is not the best. The user interface could be more intuitive."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
Atera is ranked 15th in IT Service Management (ITSM) while ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews. Atera is rated 9.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Atera writes "Pay just one price for unlimited devices and remote features enable easy access to all end points regardless of their location". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Atera is most compared with NinjaOne, Datto Remote Monitoring and Management, N-able N-central and Microsoft Configuration Manager, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM. See our Atera vs. ManageEngine ServiceDesk Plus report.
See our list of best IT Service Management (ITSM) vendors.
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.