# Atera vs Freshservice Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in providing a comprehensive view of service requests and asset management, with users highlighting its ability to consolidate multiple workflows into one platform. This integration has been particularly beneficial for teams managing complex environments, as noted by a user who praised its visibility in a risk-heavy lending context.
- **Users say** Atera stands out for its versatility and ease of troubleshooting, with many appreciating the seamless integration of remote monitoring, helpdesk ticketing, and reporting. One reviewer emphasized how this unified approach allowed them to streamline operations and eliminate the need for multiple disjointed tools, which is a significant advantage for small businesses.
- **Reviewers mention** that both Freshservice and Atera have similar star ratings, but Freshservice has a slight edge in user satisfaction regarding its ticketing system. Users have praised Freshservice for its effective ticket prioritization and notification features, which enhance responsiveness and improve overall service delivery.
- **According to verified reviews** , Atera's user-friendly interface and logical website layout make it easy for teams to navigate and manage tasks. Users have noted that the platform's patching and remote access capabilities are particularly effective, allowing for quick resolutions to IT issues, which is crucial for maintaining operational efficiency.
- **G2 reviewers report** that Freshservice's inventory management feature is a significant asset, enabling users to assign both hardware and software to individuals. This capability simplifies troubleshooting and enhances the support process, as highlighted by a user who found it invaluable for managing internal service requests.
- **Users say** that while Freshservice has a strong focus on IT service management, Atera's approach to combining various IT functions into one platform is particularly appealing for small businesses looking to control costs. One user noted that Atera's all-in-one solution helped them reduce operational expenditures by consolidating several IT tools into a single, efficient system.



| | Atera | Freshservice | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 1,141 | 1,335 | 
| **Largest Market Segment** | Small-Business (58.2% of reviews) | Mid-Market (61.9% of reviews) | 
| **Entry Level Price** | Free Trial | $19.00 | 

---
## Top Pros & Cons

### Atera

Pros:
- Ease of Use (386 reviews)
- Automation (273 reviews)

Cons:
- Missing Features (161 reviews)
- Limited Features (135 reviews)

### Freshservice

Pros:
- Ease of Use (229 reviews)
- Features (116 reviews)

Cons:
- Missing Features (83 reviews)
- Limited Features (56 reviews)

---
## Ratings Comparison
| Rating | Atera | Freshservice | 
|---|---|---|
  | **Meets Requirements** | 8.8 (907 reviews) | 8.9 (1184 reviews) | 
  | **Ease of Use** | 9.2 (1015 reviews) | 9.2 (1189 reviews) | 
  | **Ease of Setup** | 9.2 (867 reviews) | 8.8 (974 reviews) | 
  | **Ease of Admin** | 9.0 (595 reviews) | 9.0 (958 reviews) | 
  | **Quality of Support** | 9.0 (861 reviews) | 9.0 (1144 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.2 (587 reviews) | 9.1 (933 reviews) | 
  | **Product Direction (% positive)** | 9.4 (891 reviews) | 9.5 (1167 reviews) | 

---
## Pricing

### Atera

#### Entry-Level Pricing

Plan: Free Trial

Price: Free Trial

Key Features:
- 30-DAY FREE TRIAL. NO CREDIT CARD REQUIRED.

[Browse all 8 editions](https://www.g2.com/products/atera/pricing)

#### Free Trial

Yes

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 8.0/10 | 344 |
| **Freshservice** | N/A | N/A |

#### Ticket and Case Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Ticket creation user experience** | 8.6 (305 reviews) | Not enough data | 
| **Ticket response user experience** | 8.6 (304 reviews) | Not enough data | 
| **Workflow** | 8.5 (302 reviews) | Not enough data | 
| **Response Automation** | 8.3 (295 reviews) | Not enough data | 
| **SLA Management** | 8.2 (287 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.3 (292 reviews) | Not enough data | 
| **Ticket Collaboration** | 8.3 (292 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.2 (286 reviews) | Not enough data | 

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Generation** | 7.2 (236 reviews) | Not enough data | 
| **AI Text Summarization** | 7.3 (237 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (31 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.4 (31 reviews) | Not enough data | 
| **Proactive Assistance** | 8.4 (31 reviews) | Not enough data | 

#### Communication Channels

| Feature | Atera | Freshservice | 
|---|---|---|
| **Customer Portal** | 8.2 (289 reviews) | Not enough data | 
| **Email to Case** | 8.7 (287 reviews) | Not enough data | 
| **Chat/Live Support** | 8.1 (283 reviews) | Not enough data | 
| **Social Integration** | 6.4 (269 reviews) | Not enough data | 
| **Voice** | 6.2 (266 reviews) | Not enough data | 

#### Platform

| Feature | Atera | Freshservice | 
|---|---|---|
| **Mobile User Support** | 7.2 (296 reviews) | Not enough data | 
| **Customization ** | 7.8 (306 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.4 (304 reviews) | Not enough data | 
| **Integration** | 8.1 (307 reviews) | Not enough data | 
| **Reporting** | 8.2 (312 reviews) | Not enough data | 
| **Dashboards** | 8.5 (307 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 8.1/10 | 179 |
| **Freshservice** | 8.4/10 | 447 |

#### Administration

| Feature | Atera | Freshservice | 
|---|---|---|
| **Change Management** | 8.1 (156 reviews) | 8.6 (324 reviews) ✓ Verified | 
| **Asset Management** | 8.3 (160 reviews) | 8.4 (351 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.7 (163 reviews) | 8.3 (375 reviews) ✓ Verified | 

#### Service Desk

| Feature | Atera | Freshservice | 
|---|---|---|
| **Help Desk** | 8.6 (159 reviews) | 9.5 (410 reviews) ✓ Verified | 
| **Incident Reports** | 8.3 (156 reviews) | 9.1 (377 reviews) ✓ Verified | 
| **Process Workflow** | 8.4 (155 reviews) | 8.8 (373 reviews) ✓ Verified | 

#### Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Reporting** | 8.6 (154 reviews) | 8.5 (313 reviews) ✓ Verified | 
| **Administration Console** | 8.8 (154 reviews) | 8.9 (320 reviews) ✓ Verified | 
| **Access Management** | 8.7 (151 reviews) | 8.8 (283 reviews) ✓ Verified | 
| **Asset Management** | 8.4 (151 reviews) | 8.5 (290 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (146 reviews) | 8.1 (228 reviews) ✓ Verified | 

#### Functionality

| Feature | Atera | Freshservice | 
|---|---|---|
| **Ticketing System** | 8.5 (157 reviews) | 9.5 (343 reviews) ✓ Verified | 
| **Performance Logging** | 8.5 (151 reviews) | 8.7 (269 reviews) ✓ Verified | 
| **Alerting** | 8.8 (155 reviews) | 8.7 (267 reviews) ✓ Verified | 
| **Automation** | 8.7 (153 reviews) | 8.8 (310 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 7.4 (21 reviews) | 7.9 (8 reviews) | 
| **Multi-step Planning** | 6.8 (21 reviews) | 6.9 (8 reviews) | 
| **Cross-system Integration** | 6.9 (21 reviews) | 8.5 (13 reviews) | 
| **Adaptive Learning** | 6.8 (21 reviews) | 7.4 (7 reviews) | 
| **Natural Language Interaction** | 7.4 (21 reviews) | 7.1 (7 reviews) | 
| **Proactive Assistance** | 7.1 (21 reviews) | 8.1 (9 reviews) | 
| **Decision Making** | 7.3 (20 reviews) | 8.0 (9 reviews) | 

### Remote Monitoring & Management (RMM)

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 8.2/10 | 761 |
| **Freshservice** | N/A | N/A |

#### Inventory Management - Remote Monitoring & Management (RMM)

| Feature | Atera | Freshservice | 
|---|---|---|
| **Device Management** | 8.9 (630 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.1 (93 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 7.9 (71 reviews) | Not enough data | 

#### Monitoring and Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Remote Monitoring** | 9.1 (652 reviews) ✓ Verified | Not enough data | 
| **Asset Tracking** | 8.3 (547 reviews) ✓ Verified | Not enough data | 
| **Application Deployment** | 8.3 (550 reviews) ✓ Verified | Not enough data | 
| **Patch Management** | 8.7 (620 reviews) ✓ Verified | Not enough data | 
| **Asset Tracking** | 8.2 (78 reviews) | Not enough data | 

#### IT Operations & Workflow - Remote Monitoring & Management (RMM)

| Feature | Atera | Freshservice | 
|---|---|---|
| **Workflow Management** | 8.6 (105 reviews) | Not enough data | 

#### Service Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Remote Access** | 9.1 (624 reviews) ✓ Verified | Not enough data | 
| **Service Management (Issue Prioritization)** | 8.8 (90 reviews) | Not enough data | 
| **Ticketing** | 8.7 (124 reviews) | Not enough data | 

#### Agentic AI - Remote Monitoring & Management (RMM)

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 8.0 (99 reviews) | Not enough data | 
| **Multi-step Planning** | 7.4 (78 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (83 reviews) | Not enough data | 
| **Adaptive Learning** | 7.6 (78 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (79 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (83 reviews) | Not enough data | 
| **Decision Making** | 7.4 (78 reviews) | Not enough data | 

### Unified Endpoint Management (UEM)

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 7.5/10 | 36 |
| **Freshservice** | N/A | N/A |

#### Scope

| Feature | Atera | Freshservice | 
|---|---|---|
| **Endpoint Inclusiveness** | 7.0 (32 reviews) | Not enough data | 
| **Multi-OS Support** | 7.9 (34 reviews) | Not enough data | 

#### Security

| Feature | Atera | Freshservice | 
|---|---|---|
| **Reporting and Alerts** | 8.0 (34 reviews) | Not enough data | 
| **Endpoint Protection** | 7.3 (32 reviews) | Not enough data | 
| **Remote Wiping** | 5.7 (27 reviews) | Not enough data | 

#### Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Device Enrollment** | 8.0 (28 reviews) | Not enough data | 
| **Device Configuration** | 7.7 (27 reviews) | Not enough data | 
| **Device Compliance** | 7.5 (26 reviews) | Not enough data | 
| **Usage Information** | 7.9 (29 reviews) | Not enough data | 
| **Data Separation** | 6.1 (25 reviews) | Not enough data | 

#### Agentic AI - Unified Endpoint Management (UEM)

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 8.0 (11 reviews) | Not enough data | 
| **Multi-step Planning** | 7.5 (10 reviews) | Not enough data | 
| **Cross-system Integration** | 7.7 (10 reviews) | Not enough data | 
| **Adaptive Learning** | 8.0 (10 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.9 (11 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (12 reviews) | Not enough data | 
| **Decision Making** | 8.0 (11 reviews) | Not enough data | 

### Network Monitoring

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 8.1/10 | 309 |
| **Freshservice** | N/A | N/A |

#### Functionality

| Feature | Atera | Freshservice | 
|---|---|---|
| **Performance Monitoring** | 8.9 (285 reviews) | Not enough data | 
| **Alerting** | 8.9 (291 reviews) | Not enough data | 
| **Improvement Suggestions** | 8.2 (273 reviews) | Not enough data | 
| **Multi-Network Capability** | 8.6 (264 reviews) | Not enough data | 

#### Monitoring - Network Monitoring

| Feature | Atera | Freshservice | 
|---|---|---|
| **360-Degree Network Visibility** | 8.2 (35 reviews) | Not enough data | 
| **Automated Network Discovery** | 8.6 (39 reviews) | Not enough data | 
| **Real-Time Monitoring** | 8.9 (36 reviews) | Not enough data | 

#### Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Performance Baseline** | 8.4 (260 reviews) | Not enough data | 
| **Data Visualization** | 8.4 (262 reviews) | Not enough data | 
| **Path Analysis** | 7.9 (249 reviews) | Not enough data | 

#### Analytics - Network Monitoring

| Feature | Atera | Freshservice | 
|---|---|---|
| **Predictive Performance Analytics** | 8.1 (34 reviews) | Not enough data | 
| **Packet & Flow Analysis** | 7.9 (34 reviews) | Not enough data | 

#### Security - Network Monitoring

| Feature | Atera | Freshservice | 
|---|---|---|
| **Encrypted Data Transmission** | 8.5 (35 reviews) | Not enough data | 
| **Zero Trust and Identity Management** | 7.8 (36 reviews) | Not enough data | 
| **Integrated Network Security** | 8.2 (35 reviews) | Not enough data | 

#### Network Performance - Network Monitoring

| Feature | Atera | Freshservice | 
|---|---|---|
| **Dynamic Network Optimization** | 8.2 (34 reviews) | Not enough data | 
| **Automated Tasks Routing** | 8.1 (35 reviews) | Not enough data | 

#### AI Automation - Network Monitoring

| Feature | Atera | Freshservice | 
|---|---|---|
| **Machine Learning-Based Anomaly Detection** | 7.7 (33 reviews) | Not enough data | 
| **Self-Healing Networks** | 7.5 (33 reviews) | Not enough data | 
| **Predictive Network Maintenance** | 7.4 (33 reviews) | Not enough data | 

#### Agentic AI - Network Monitoring

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 7.6 (29 reviews) | Not enough data | 
| **Multi-step Planning** | 7.6 (28 reviews) | Not enough data | 
| **Cross-system Integration** | 7.6 (29 reviews) | Not enough data | 
| **Adaptive Learning** | 7.3 (28 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.5 (29 reviews) | Not enough data | 
| **Proactive Assistance** | 7.4 (29 reviews) | Not enough data | 
| **Decision Making** | 7.6 (29 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Atera** | N/A | N/A |
| **Freshservice** | 7.4/10 | 368 |

#### Monitoring

| Feature | Atera | Freshservice | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.3 (267 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 8.6 (303 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 8.8 (320 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 6.1 (26 reviews) | 

#### Management Tools

| Feature | Atera | Freshservice | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.0 (341 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 8.9 (331 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.5 (295 reviews) ✓ Verified | 

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (137 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (136 reviews) | 

#### Agentic AI - Incident Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.6 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 5.6 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 5.8 (6 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | 7.0 (5 reviews) | 

### AIOps Platforms

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 7.9/10 | 19 |
| **Freshservice** | N/A | N/A |

#### Functionality

| Feature | Atera | Freshservice | 
|---|---|---|
| **Artificial Intelligence** | 8.8 (7 reviews) | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Systems Monitoring** | 8.3 (6 reviews) | Not enough data | 

#### Issue Resolution

| Feature | Atera | Freshservice | 
|---|---|---|
| **Root Cause Identification** | 7.0 (5 reviews) | Not enough data | 
| **Proactive Identification** | 8.3 (7 reviews) | Not enough data | 
| **Resolution Guidance** | 6.9 (6 reviews) | Not enough data | 

#### Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **System Integration** | 8.3 (6 reviews) | Not enough data | 
| **Alerting** | Feature Not Available | Not enough data | 
| **Reporting** | Feature Not Available | Not enough data | 

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - AIOps Platforms

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 7.9/10 | 235 |
| **Freshservice** | N/A | N/A |

#### Asset Inventory

| Feature | Atera | Freshservice | 
|---|---|---|
| **Hardware Asset Inventory** | 8.8 (225 reviews) | Not enough data | 
| **Software Asset Inventory** | 8.7 (217 reviews) | Not enough data | 
| **Cloud Asset Inventory** | 7.8 (209 reviews) | Not enough data | 
| **Mobile Asset Inventory** | 7.1 (205 reviews) | Not enough data | 
| **Asset Discovery** | 7.9 (214 reviews) | Not enough data | 

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Generation** | 7.2 (194 reviews) | Not enough data | 
| **AI Text Generation** | 7.1 (191 reviews) | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 8.1 (30 reviews) | Not enough data | 
| **Multi-step Planning** | 7.8 (30 reviews) | Not enough data | 
| **Cross-system Integration** | 8.0 (30 reviews) | Not enough data | 
| **Adaptive Learning** | 7.6 (30 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.8 (29 reviews) | Not enough data | 
| **Proactive Assistance** | 7.9 (30 reviews) | Not enough data | 
| **Decision Making** | 7.7 (30 reviews) | Not enough data | 

#### Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Central Dashboard** | 8.8 (218 reviews) | Not enough data | 
| **Asset Policy Management** | 8.1 (208 reviews) | Not enough data | 
| **Risk Management** | 7.6 (206 reviews) | Not enough data | 
| **Integrations** | 8.0 (213 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 9.4/10 | 12 |
| **Freshservice** | N/A | N/A |

#### Responses

| Feature | Atera | Freshservice | 
|---|---|---|
| **Personalization** | 9.8 (8 reviews) | Not enough data | 
| **Route To Human** | 9.0 (8 reviews) | Not enough data | 
| **Natural Language Understanding (NLU)** | 9.1 (9 reviews) | Not enough data | 

#### Automation - AI Agents

| Feature | Atera | Freshservice | 
|---|---|---|
| **Sales Follow-Up** | Feature Not Available | Not enough data | 
| **Customer Interaction Automation** | Feature Not Available | Not enough data | 
| **Lead Generation** | Feature Not Available | Not enough data | 
| **Document Processing** | Feature Not Available | Not enough data | 
| **Feedback Collection** | Feature Not Available | Not enough data | 

#### Platform

| Feature | Atera | Freshservice | 
|---|---|---|
| **Conversation Editor** | 9.6 (8 reviews) | Not enough data | 
| **Integration** | 9.4 (9 reviews) | Not enough data | 
| **Human-In-The-Loop** | 9.3 (7 reviews) | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Atera | Freshservice | 
|---|---|---|
| **Independent Decision Making** | 9.2 (8 reviews) | Not enough data | 
| **Adaptive Responses** | 9.6 (8 reviews) | Not enough data | 
| **Task Execution** | 9.6 (9 reviews) | Not enough data | 
| **Problem Solving** | 9.8 (9 reviews) | Not enough data | 

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Generation** | 9.7 (10 reviews) | Not enough data | 
| **AI Text Summarization** | 9.6 (9 reviews) | Not enough data | 

### Remote Support

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 7.8/10 | 474 |
| **Freshservice** | N/A | N/A |

#### Administration

| Feature | Atera | Freshservice | 
|---|---|---|
| **Screen Sharing** | 8.7 (441 reviews) | Not enough data | 
| **File Sharing** | 8.4 (438 reviews) | Not enough data | 
| **Session Recording** | 7.3 (383 reviews) | Not enough data | 
| **Unattended Remote Access** | 8.9 (445 reviews) | Not enough data | 
| **Multi - Session Handling** | 8.2 (422 reviews) | Not enough data | 
| **Multi-Monitor Support** | 8.2 (441 reviews) | Not enough data | 

#### Maintenance

| Feature | Atera | Freshservice | 
|---|---|---|
| **Remote Reboot** | 8.9 (442 reviews) | Not enough data | 
| **Remote Printing** | 7.8 (391 reviews) | Not enough data | 

#### Communication 

| Feature | Atera | Freshservice | 
|---|---|---|
| **Text Chat** | Feature Not Available | Not enough data | 
| **VoIP** | 6.1 (364 reviews) | Not enough data | 
| **Video Conference Call** | 6.1 (357 reviews) | Not enough data | 
| **Screen Annotations** | 6.9 (368 reviews) | Not enough data | 

#### Security

| Feature | Atera | Freshservice | 
|---|---|---|
| **Data Encryption** | 7.8 (380 reviews) | Not enough data | 
| **Compliance** | 8.0 (389 reviews) | Not enough data | 

#### Device Support

| Feature | Atera | Freshservice | 
|---|---|---|
| **Mobile Device Access** | 7.4 (391 reviews) | Not enough data | 
| **Multi-Platform Support** | 8.2 (397 reviews) | Not enough data | 
| **Cross-Platform** | 8.2 (393 reviews) | Not enough data | 

#### Performance

| Feature | Atera | Freshservice | 
|---|---|---|
| **Reporting** | 8.2 (426 reviews) | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Atera** | N/A | N/A |
| **Freshservice** | 6.9/10 | 153 |

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (76 reviews) | 

#### Self-Service Experience

| Feature | Atera | Freshservice | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.4 (140 reviews) | 
| **Searchable Articles** | Not enough data | 8.7 (134 reviews) | 
| **Community Forums** | Not enough data | 7.1 (113 reviews) | 
| **Mobile Optimization** | Not enough data | 7.6 (115 reviews) | 
| **Personalization** | Not enough data | 8.2 (134 reviews) | 

#### Self-Service Platform

| Feature | Atera | Freshservice | 
|---|---|---|
| **Branding** | Not enough data | 8.5 (135 reviews) | 
| **Automation** | Not enough data | 8.7 (140 reviews) | 
| **Artificial Intelligence** | Not enough data | 7.1 (108 reviews) | 
| **Integrations** | Not enough data | 8.1 (130 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.0 (5 reviews) | 
| **Multi-step Planning** | Not enough data | 5.3 (5 reviews) | 
| **Cross-system Integration** | Not enough data | 5.3 (5 reviews) | 
| **Adaptive Learning** | Not enough data | 5.3 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | 5.3 (5 reviews) | 
| **Proactive Assistance** | Not enough data | 5.0 (5 reviews) | 
| **Decision Making** | Not enough data | 5.3 (5 reviews) | 

### Endpoint Management

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 7.2/10 | 287 |
| **Freshservice** | N/A | N/A |

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Summarization** | 7.2 (282 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Atera** | N/A | N/A |
| **Freshservice** | 7.1/10 | 70 |

#### Generative AI

| Feature | Atera | Freshservice | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (70 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | 7.0 (5 reviews) | 
| **Cross-system Integration** | Not enough data | 7.0 (5 reviews) | 
| **Adaptive Learning** | Not enough data | 7.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | 7.0 (5 reviews) | 
| **Decision Making** | Not enough data | 7.0 (5 reviews) | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 7.6/10 | 16 |
| **Freshservice** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Atera | Freshservice | 
|---|---|---|
| **Document Processing** | 8.0 (11 reviews) | Not enough data | 
| **Feedback Collection** | 7.9 (11 reviews) | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Atera | Freshservice | 
|---|---|---|
| **Adaptive Responses** | 7.7 (11 reviews) | Not enough data | 
| **Task Execution** | 7.6 (11 reviews) | Not enough data | 
| **Independent Decision Making** | 7.9 (11 reviews) | Not enough data | 
| **Problem Solving** | 8.3 (11 reviews) | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | Atera | Freshservice | 
|---|---|---|
| **Ticket Status Updates** | 7.9 (11 reviews) | Not enough data | 
| **SLA Monitoring** | Feature Not Available | Not enough data | 
| **Ticket Categorization** | Feature Not Available | Not enough data | 
| **Ticket Assignment** | 7.1 (12 reviews) | Not enough data | 
| **Automated Ticket Creation** | 7.3 (11 reviews) | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | Atera | Freshservice | 
|---|---|---|
| **Knowledge Base Utilization** | 7.9 (11 reviews) | Not enough data | 
| **Workflow Automation** | 8.2 (14 reviews) | Not enough data | 
| **Real-Time Troubleshooting** | 7.8 (12 reviews) | Not enough data | 
| **User Self-Service Assistance** | 7.9 (11 reviews) | Not enough data | 
| **Proactive Issue Detection** | 7.9 (11 reviews) | Not enough data | 

### Autonomous Endpoint Management (AEM)

| Product | Score | Reviews |
|---|---|---|
| **Atera** | N/A | N/A |
| **Freshservice** | N/A | N/A |

#### Generative AI - Autonomous Endpoint Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Behavioral Analysis** | Feature Not Available | Not enough data | 
| **Adaptive** | Feature Not Available | Not enough data | 
| **Predictive** | Feature Not Available | Not enough data | 

#### Monitoring and Management - Autonomous Endpoint Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Patch Management** | Feature Not Available | Not enough data | 
| **Oversees** | Feature Not Available | Not enough data | 
| **Self-Healing** | Not enough data | Not enough data | 
| **Centralized Dashboard** | Feature Not Available | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 8.2/10 | 233 |
| **Freshservice** | 8.0/10 | 844 |

#### Incident Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Automate Ticket Routing** | 8.4 (211 reviews) | 9.1 (737 reviews) | 
| **Ticket Prioritization** | 8.5 (214 reviews) | 8.9 (737 reviews) | 
| **Ticket Notifications** | 8.8 (207 reviews) | 9.0 (796 reviews) | 
| **Knowledge Base** | 8.2 (212 reviews) | 8.6 (729 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.1 (204 reviews) | 8.6 (695 reviews) | 

#### Reporting

| Feature | Atera | Freshservice | 
|---|---|---|
| **Dashboards** | 8.6 (212 reviews) | 8.6 (775 reviews) | 
| **Time Tracking** | 8.4 (209 reviews) | 8.2 (639 reviews) | 
| **Surveys** | 7.8 (202 reviews) | 8.2 (615 reviews) | 

#### Access & Usability

| Feature | Atera | Freshservice | 
|---|---|---|
| **Mobile** | 7.4 (208 reviews) | 8.4 (701 reviews) | 
| **Self Service** | 8.5 (205 reviews) | 8.9 (728 reviews) | 
| **Active Directory** | 8.0 (202 reviews) | 8.5 (550 reviews) | 
| **Multi-Channel Access** | 8.3 (198 reviews) | 8.6 (562 reviews) | 

#### Agentic AI - Service Desk

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 8.4 (26 reviews) | 7.1 (8 reviews) | 
| **Multi-step Planning** | 8.1 (26 reviews) | 6.7 (8 reviews) | 
| **Cross-system Integration** | 8.1 (25 reviews) | 7.1 (8 reviews) | 
| **Adaptive Learning** | 8.0 (25 reviews) | 7.0 (9 reviews) | 
| **Natural Language Interaction** | 7.9 (26 reviews) | 7.1 (8 reviews) | 
| **Proactive Assistance** | 7.6 (26 reviews) | 6.7 (8 reviews) | 
| **Decision Making** | 7.9 (26 reviews) | 6.7 (8 reviews) | 

### Endpoint Protection

| Product | Score | Reviews |
|---|---|---|
| **Atera** | N/A | N/A |
| **Freshservice** | N/A | N/A |

#### System Control

| Feature | Atera | Freshservice | 
|---|---|---|
| **Device Control** | Not enough data | Not enough data | 
| **Web Control** | Not enough data | Not enough data | 
| **Application Control** | Not enough data | Not enough data | 
| **Asset Management** | Not enough data | Not enough data | 
| **System Isolation** | Not enough data | Not enough data | 

#### Vulnerability Prevention

| Feature | Atera | Freshservice | 
|---|---|---|
| **Endpoint Intelligence** | Not enough data | Not enough data | 
| **Firewall** | Not enough data | Not enough data | 
| **Malware Detection** | Not enough data | Not enough data | 

#### Security Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Incident Reports** | Not enough data | Not enough data | 
| **Security Validation** | Not enough data | Not enough data | 
| **Compliance ** | Not enough data | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Atera** | 8.4/10 | 87 |
| **Freshservice** | 8.2/10 | 364 |

#### Analysis

| Feature | Atera | Freshservice | 
|---|---|---|
| **Threat Detection** | 8.2 (77 reviews) | 7.5 (173 reviews) | 

#### Platform

| Feature | Atera | Freshservice | 
|---|---|---|
| **Unified Communications Platform** | 7.8 (78 reviews) | 8.3 (232 reviews) | 
| **Remote Access** | 8.8 (82 reviews) | 8.2 (212 reviews) | 
| **ITIL Policy Compliance** | 8.1 (77 reviews) | 8.7 (255 reviews) | 
| **Asset Tracking** | 8.3 (82 reviews) | 8.4 (283 reviews) | 
| **IT Knowledge Management** | 8.5 (81 reviews) | 8.7 (315 reviews) | 

#### Security

| Feature | Atera | Freshservice | 
|---|---|---|
| **Endpoint Protection** | 8.3 (81 reviews) | 7.8 (178 reviews) | 
| **Patch Management** | 8.9 (84 reviews) | 7.0 (107 reviews) | 
| **Disaster Recovery** | 7.4 (79 reviews) | 7.5 (166 reviews) | 
| **Service Management** | 8.2 (80 reviews) | 8.9 (283 reviews) | 
| **Workflow Management** | 8.1 (77 reviews) | 8.8 (286 reviews) | 

#### Agentic AI - Enterprise IT Management

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (12 reviews) | Not enough data | 
| **Multi-step Planning** | 8.6 (12 reviews) | Not enough data | 
| **Cross-system Integration** | 8.3 (12 reviews) | Not enough data | 
| **Adaptive Learning** | 8.6 (12 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (12 reviews) | Not enough data | 
| **Proactive Assistance** | 8.9 (12 reviews) | Not enough data | 
| **Decision Making** | 8.6 (12 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Atera** | N/A | N/A |
| **Freshservice** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Atera | Freshservice | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Atera (10):** [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [AIOps Tools](https://www.g2.com/categories/aiops-platforms), [Unified Endpoint Management (UEM) Software](https://www.g2.com/categories/unified-endpoint-management-uem), [Remote Monitoring & Management (RMM) Software](https://www.g2.com/categories/remote-monitoring-management-rmm), [Patch Management Software](https://www.g2.com/categories/patch-management), [Remote Support Software](https://www.g2.com/categories/remote-support), [Endpoint Management Software](https://www.g2.com/categories/endpoint-management), [Network Monitoring Software](https://www.g2.com/categories/network-monitoring), [Autonomous Endpoint Management (AEM) Software](https://www.g2.com/categories/autonomous-endpoint-management-aem)

**Unique to Freshservice (4):** [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Atera | Freshservice | 
|---|---|---|
| **Small-Business** | 58.2% | 17.6% | 
| **Mid-Market** | 32.0% | 61.9% | 
| **Enterprise** | 9.8% | 20.5% | 

### By Industry

#### Atera

- **Information Technology and Services:** 29.7%
- **Computer & Network Security:** 12.1%
- **Manufacturing:** 3.5%
- **Consumer Services:** 3.4%
- **Hospital & Health Care:** 2.9%
- **Telecommunications:** 2.9%
- **Consulting:** 2.5%
- **Automotive:** 2.4%
- **Construction:** 2.1%
- **Computer Software:** 1.9%
- **Other:** 36.4%

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.5%
- **Financial Services:** 3.5%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.5%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.4%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.7%

---
## Alternatives

### Alternatives to Atera

- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4303 reviews)
- [TeamViewer](https://www.g2.com/products/teamviewer/reviews) — 4.5/5 stars (3954 reviews)
- [N-able N-central](https://www.g2.com/products/n-able-n-central/reviews) — 4.4/5 stars (554 reviews)
- [SuperOps](https://www.g2.com/products/superops/reviews) — 4.5/5 stars (133 reviews)
- [Action1](https://www.g2.com/products/action1/reviews) — 4.9/5 stars (1034 reviews)
- [Kaseya VSA](https://www.g2.com/products/kaseya-vsa/reviews) — 4.0/5 stars (323 reviews)
- [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) — 4.5/5 stars (1092 reviews)
- [Datto RMM](https://www.g2.com/products/datto-rmm/reviews) — 4.5/5 stars (758 reviews)
- [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (467 reviews)
- [Syncro](https://www.g2.com/products/syncro/reviews) — 4.5/5 stars (501 reviews)

### Alternatives to Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4303 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1862 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (952 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

---
## Top Discussions

### Atera

- Title: [Is atera safe?](https://www.g2.com/discussions/is-atera-safe) — 2 comments
  > **Top comment:** "Yes"
- Title: [What is Atera used for?](https://www.g2.com/discussions/what-is-atera-used-for) — 1 comment
  > **Top comment:** "Remote device management for computers. Monitor, maintain, update servers and endpoints like PC or Mac laptops for a single company, or use it to set up your..."
- Title: [What is the best RMM tool?](https://www.g2.com/discussions/what-is-the-best-rmm-tool) — 1 comment
  > **Top comment:** "Atera"
- Title: [What is atera RMM?](https://www.g2.com/discussions/what-is-atera-rmm) — 1 comment
  > **Top comment:** "Remote Monitoring & Management
RMM is a term used to describe systems that can track remote computers' health and manage them. Atera is one of these systems."
- Title: [What is atera software?](https://www.g2.com/discussions/what-is-atera-software) — 1 comment
  > **Top comment:** "Atera is a simple Remote Monitoring & Management software designed for MSPs(Managed Service Providers) & IT professionals. We combine RMM & PSA(Professional..."

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/atera-vs-freshservice)