Atera vs. TeamSupport

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

How many departments will be using TeamSupport and how many "Groups" will I therefore need to create? The answer will impact how much you are spending on TeamSupport. The same goes for individual employees who use it. Additionally, you should ask how important uptime is and get assurance on how quickly issues will be resolved if there is downtime from TeamSupport during business hours. Finally, you should ask how the reporting component will meet your needs.

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.

• Ease of Use. TeamSupport is very well laid out and is obviously being designed by people that have their customers in mind. I can find what I need quickly and have found none of the customizable features to be confusing.
• TeamSupport supports their clients well. Anytime I need help, they are an email or phone call away and I receive prompt, if not immediate assistance.
• TeamSupport integrates with our Salesforce CRM well. The integration was as easy as entering a token and then choosing the fields I want to sync to Salesforce. The initial import of data from Salesforce did not give me all of my customers, but that was because of how I had Salesforce set up and after talking to TeamSupport and making a few changes, we restarted the data import and it has been smooth sailing ever since. Now my Sales Staff can see what is happening on the ticket side of their accounts without having to ask, because TeamSupport automatically updates Cases in Salesforce. Very well done feature.

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 would be interested in seeing a way to sort tickets under 2 filters. Example: I'd love to be able to sort my tickets oldest to newest - AND - by customer within the first filter.
• I would also like to be able to customize my user profile. I think it would be cool to be able to change colors and formats.
• I love TeamSupport!

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

The software is easy to use and more than fulfills our minimum requirements for a tech support database tool. TeamSupport is constantly adding new features, both that they identified themselves and that were directly requested by TeamSupport users. One of the most important things that a company does is communicate with its customers, especially when there is a problem. While we would all prefer to never have any down time, that just isn't possible. So when something happens it is critical you keep your users informed of what is going on and how long it will take to fix things. TeamSupport gets an A+ when it comes to keeping customers informed. You can make the answers in your tickets available in an FAQ. Obviously, the longer you stick with TeamSupport, the more complete and useful the FAQ will be for your customers

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

I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.

Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7

It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection

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

TeamSupport's communication for service issues/maintenance are always visible. They also offer many opportunities for training on the software via webinar. Additionally, their support team has been available for coaching and guidance on how to use the software more effectively. They also offer training on creating customized reports to suit our specific organizational needs.

Incentivized

Able to get hands on training and ask questions.

Not much training was offered, but it was always provided when we requested it

Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.

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

We have looked into Zendesk and previously moved from Axosoft to TeamSupport. TeamSupport is definitely better than Axosoft when it comes to fuctionality and ease of use. Zendesk is probably the best and widely used but of course that comes with a price. If the organization is big and a larger customer base, then is makes sense to use Zendesk.

Incentivized

TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part

• 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.

• When we first began using TeamSupport we were also preparing for an important review of our software product. Of course, our customer service was being evaluated also. We had about 80 people involved in our review and comments about our customer service came back excellent every time. One of our main goals is to provide exceptional customer support, but we could not have done it without TeamSupport.

Incentivized