Atera vs. Help Scout

Atera is doing well in the monitoring part as it is informing the real time ping of running devices and if any device goes down, it is informing us on the real time. It is helping us to monitor the last reboot status, current logged in users, time zone, IP addresses and other things so that we can track our end devices status. In the patching part Atera is pathing our all devices with the notification stating user to restart device at their convenient time. It is also patching our third party applications. It is good in installing and uninstalling of the third party application but limited to availability in the Atera inventory. Atera is not good in some parts such as in the patching part of applications, sometime it fails to update all 3rd party applications that were not installed via Atera. It is not good if you have to transfer a file to multiple systems at the same time.

Incentivized

Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.

Incentivized

• Atera is very helpful in monitoring the servers and end-user devices for high CPU, memory, hard disk uses, and temperature monitoring.
• Atera is good at installing third-party applications and also helps to remove it from the end systems.
• Atera is perfect for patching as you can select the patches as per your need and reject those that are not required for you or going to disturb any of your internal applications.
• Atera is good for managing software inventory as it provides you with the complete software list that is used in your infrastructure.

Incentivized

• Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
• The email newsletter.
• They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
• Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.

Incentivized

• Atera does not yet have a MDM system, but I have been told that it is in the works!
• Sometimes getting around the admin section of the IT side of Atera can be tricky, but the webinars and chat support help.
• Many of the demo and onboarding agents are based in Israel, so it can be a challenge to find available times during the day while living in the United States.

• Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
• Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)

Incentivized

As of right now, we have found nothing that can offer as many features as Atera does along with the affordability. They are doing monthly releases each month and not just making small changes (shared scripting library, chocolatey support, Install packages, Splashtop SOS support, Scheduled tickets to name a few). The uptimes are great and accessibility to the dashboard has yet to be limited. We are a happy customer and bordering on fanboy status now

Incentivized

We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.

Incentivized

Atera's remote monitoring feature is one of it's best features. The laptops and servers we used it on responded quickly to our administrative task requests and made our work light. We were able to increase the resources, manage patches, windows updates and quite a few other tasks remotely and that too 24×7.

Help Scout is a great solution for support teams. There are many articles and webinars to help you learn how to use Help Scout. There are also many features to help make your workflows easier and more efficient. I would readily recommend Help Scout to any small or medium-growing support teams.

Incentivized

Atera support provides answers to my questions lightning fast. They have never left me feeling like I'm out there on my own. I can ask questions by email, or by chat, or by opening a ticket with them and they are always on it quickly. They also have a forum where other Atera users can help you if you need it, and you can also add feature requests via the forum.

Incentivized

Because Atera is a much more effective and efficient solution to manage all our IT operations, it automates each of our business processes. It offers us the best support to respond to any problem that may arise. I think Atera is much more cost-effective and reliable; its value is justified with each function and satisfies all our business needs and requirements.

Incentivized

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.

Incentivized

• The intuitive user interface has enabled both users and support technicians to familiarize themselves quickly with the functionality, and the learning curve is less.
• Some features need to be accessed through documentation; they're not available directly on the dashboard.
• Sometimes, internet access plays a significant role, whereas low connectivity is a hindrance.

Incentivized

• We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.

Incentivized