Atera is presented as an Agentic AI platform for IT management, that offers a digital workforce of AI agents that proactively and autonomously support entire IT operations. Atera’s all-in-one IT management platform consolidates RMM, helpdesk, ticketing, and automation, so IT teams and MSPs can manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Atera has shifted focus from automation to AI-powered autonomy in IT. With…
$129
per month (billed annually) per user
Zendesk Suite
Score 8.8 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
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.
Benefits of Zendesk Suite: Support across channels In the case of a retail company with chat, email, WhatsApp and social DMs all piling up together, agents do not have to change tabs - everything comes into one screen in the Suite. An example could be a representative for this e-commerce company on a sale weekend when they have live chat up, and also must deal with emails and complaints on social. Zendesk Suite handled all of this interaction seamlessly. Knowledge base + self service: A SaaS platform receiving constant flow of "how do I reset my password" questions. You set up a help centre once, and are able to deflect hundreds of tickets for months and years. Even better when combining with Answer Bot, where the bot begins suggesting articles without even a human interacting with the tickets. Scaling customer service teams: A startup that has just expanded from 5 customer service representatives to 50 customer service representatives. Zendesk Suite automates routing, SLAs, macros, and analytics, when it could never work with Google Workspace + sticky notes. This is especially helpful when managers want to be able to report or analyze ticketing conversations to see trends in perhaps their backlog, or a customer service representative is running into consistent workflows. Globalization: A company with support teams that are spread across time zones and languages. Zendesk Suite enables for business hours, language packs, and localized help centers. It even comes with routing either by skill or region
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
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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.
I used to work without a ticketing service, and everything was handled on an email provider, this made it very difficult to track, no integrations to the software complicating the use of internal tools or other software like Guru, Zendesk Suite wasn't hard to learn, in fact it was very easy, very straightforward, and I was an admin learning to use several tools at the same time.
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.
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
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.
Even these two have a ticketing system but that I also used previously but Zendesk Suite has a very clear ticketing system - it does not take much time to understand and use it, the interface is easy and the automation system also works up to the expectation, it is not just easy for the users but for us from the backed support as well, it is so user-friendly.
Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.
