Atera

The cost is per technician created in the system, and it doesn't matter whether you have 5 or 5000 endpoints in your customer base. Pricing is predictable and stable.

Atera has a features board where subscribers can see what features are recently added, approved for development, being considered or have just been requested, and of course can submit requests as well after checking through existing requests to avoid duplication.

The helpdesk does not allow the technician to truncate the message trail when replying, so it often happens that the messages being sent between technician and customer get very long. Periodically, it would be helpful to truncate a reply so that only the last few messages are trailing the active reply.

Reporting is an improving feature but there are not enough options to get reports just the way you might want them.

It's an all in one IT solution to managing Computers, Tickets and much more. Very easy to use and understand.

It's buggy, when it works it works great, but in my environment, we've already migrated away from Atera as a Ticketing solution. We still use it for accessing computers remotely during the Pandemic, but unfortunately whether or not I'll actually be able to connect to these computers is a flip of the coin. Only seems to work 50% of the time.

The software is very easy to use, and can replace multiple tools with one location. Very simple to setup, and can automate 90% of tasks.

If we had a tier for billing/managing that was included in a Tech license that would be great. If I could get my CFO access we would most likely switch to Atera for all our time tracking and billing as well, but justifying the cost for a non-tech person to see anything is a hard pill to swallow.