Atera vs. Spiceworks Cloud Help Desk

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

Spiceworks Help Desk from the user end is very simple. Once you submit your technology needs, I automatically receive an email stating that my ticket was received and is being processed. It's also helpful to have the VNC feature so that my IT department can automatically VNC into my computer if it's a quick fix. At times Spiceworks Help Desk can be tricky because as someone who's not in a Tech role at my company, it can be hard to describe what I need assistance with writing.

Incentivized

• Remoting in from anywhere, even on my phone or tablet, has enabled me to quickly diagnose, or even fully resolve, problems.
• The ticketing, once users are set up, is a breeze. It also keeps everything in one place for them.
• With Atera the need to travel on-site has been dramatically reduced.

• It helps to multitask, even on the go with the mobile App.
• We can customize to meet your needs with automated responses, notifications, and templates.
• Detailed reports allow managers to keep track [of] and analyze data.
• Allows for a database to store notes helpful for future tickets.

Incentivized

• Some basic functions need some extra work
• Some basic things are behind paywalls
• Feature board is not credible. Ideas taking very, very long to implement
• Atera has no clear road map
• SNMP monitoring needs a make over and needs more options

Incentivized

• I have always wanted a way to redirect a support request into another IS bin, such as a development task.
• It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
• Improved ability to customize the system generated emails to improve the formatting and company branding.

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

There is no contract to renew, since it's free. Spiceworks has helped me so much that I couldn't imagine trying to replace it with a different product. I'd have a hard time finding a single product that does everything that Spiceworks does, let alone one that does it as well as Spiceworks and for free

Incentivized

Atera has a user-friendly interface that improves navigation. Support staff can quickly access real-time alerts and remote devices and manage tickets without much training. ​Atera’s usability has positively impacted our organization by increasing operational efficiency and improving response times to resolve issues.

Incentivized

1. Its free. 2. Its easy to install. 3. You can have it up and running in under 1-hour. 4. You get dashboards that are easy to read so you know the state of your network. 5. You can create your own reports and not just the ones already installed. 6. Excellent tool for network administrators and security practitioners. 7. Did I mention that its free?

Incentivized

We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.

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

Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.

Incentivized

If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth

Incentivized

Atera is well designed for remote monitoring and management purposes. The other tools, such as ManageEngine Endpoint Central, are more focused on managing the endpoints and applications, such as installation or removal of applications, and blocking or whitelisting applications. Atera is well structured for core monitoring and management purposes. It works like a well designed monitoring tool and at the same time works as a well designed management tool. Price point of Atera is very low as compared to other applications and the main part is that it does not cost you for the number of devices it covered, instead it will cost you on the basis of admin licenses you have. You can have one license and under that you can manage thousands of devices. Apart from this, Atera has a lot of tools that are integrated with it, and they are really useful.

Incentivized

EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.

Incentivized

• It helped us considerably increase the pace of onboarding people.
• Deployment of updates was easier and seamless compared to before the Atera phase.
• It was easier to control employee laptops to troubleshoot issues remotely since most of our employees worked from home.

• Positive - Allow organizations to implement structured Help Desk procedures.
• Positive - IT can begin to quantify their tickets and uncover needs within the organization.
• Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
• Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.

Incentivized