[ Atera Reviews ](https://www.g2.com/products/atera/reviews) [ Atera Reviews ](https://www.g2.com/products/atera/reviews) # Atera Features ##### ## Platform (14) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Unified Communications Platform Facilitates communication between users and administrators. Remote Access Allows end users to remotely access to company's IT database. ITIL Policy Compliance Helps organizations establish, implement, and adhere to ITIL regulation. Asset Tracking Tracks IT assets and financial data. IT Knowledge Management Integrates all IT service support functions for consistency and accuracy. Conversation Editor Allows business to edit conversations to meet the unique needs of one's business. Integration Gives users the ability to update systems, like CRM, based on conversations. Human-In-The-Loop Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (5) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Show More ##### ## Incident Management (5) Automate Ticket Routing Routes tickets automatically to the appropriate user. Ticket Prioritization Prioritizes tickets based on factors configured by the user. Ticket Notifications Notifies the IT team when a ticket needs action. Knowledge Base Provides a forum for answers to common questions. Knowledge Base/Ticket Integration Integrates knowledge base articles into a ticket. Show More ##### ## Reporting (3) Dashboards Displays important metrics relating to performance. Time Tracking Tracks time worked on a ticket. Surveys Provides surveys to measure employee satisfaction. Show More ##### ## Access & Usability (4) Mobile Enables access to service desk features via mobile device. Self Service Enables employees to view the status of their tickets. Active Directory Provides a directory of all users within an organization. Multi-Channel Access Enables access to service desk features through multiple channels such as email, phone, or the portal. Show More ##### ## Analysis (1) Threat Detection Collects and curates data insight about the performance and health of a company's system. Show More ##### ## Security (10) Endpoint Protection Allows the IT team to oversee all possible endpoints in a single source of reference. Patch Management Automates the updating of security measures on enterprise devices. Disaster Recovery Provides cloud backup or disaster recovery solution to protect enterprise data and applications. Service Management Utilizes data to proactively identify and prioritize IT issues. Workflow Management Creates new or streamlines existing workflows to better handle IT support tickets and service. Reporting and Alerts Creates custom reports and alerts about security updates, existing or upcoming software licenses, data access, and more. Endpoint Protection Protects employee, company, and data from potential vulnerabilities or malware. Remote Wiping Remotely clears all data from compromised devices. Data Encryption Implements encryption standards to secure data both in transit and at rest. Compliance Provides compliance to multiple industry standards like HIPAA and GDPR. Show More ##### ## Administration (9) Change Management Tools to track and implement required IT changes in a system. Asset Management Tools to organize and manage all IT assets within an organization. Reports & Analytics A means to view and analyze a large amount of data in order to gain business insights. Screen Sharing Provides screen sharing options to allow access to view or control real-time activities. File Sharing Provides easy and seamless file transfer and sharing capabilities to increase productivity and collaboration while working remotely. Session Recording Provides the ability to record remote access and support sessions. Unattended Remote Access Provides remote access to computers at any time, without an end-user present. Multi - Session Handling Provides multiple technician support simultaneously. Multi-Monitor Support Allows users to switch between multiple end users’ monitors with a single click. Show More ##### ## Service Desk (3) Help Desk A place for users to submit tickets when they require IT help. Incident Reports Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. Process Workflow The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. Show More ##### ## Inventory Management - Remote Monitoring & Management (RMM) (3) Device Management Unifies endpoint management of employee devices Asset Management Maintains detailed records of network assets and their activity; detects new assets accessing the network ITIL Policy Compliance Supports implementation and adherence to ITIL processes and regulations Show More ##### ## Monitoring and Management (5) Remote Monitoring Monitor IT asset activity remotely from an administrator terminal. Asset Tracking Tracks IT assets and financial data. Application Deployment Releases applications for access on desktop or mobile devices. Patch Management Automates the updating of security measures on enterprise devices. Asset Tracking Tracks IT assets including financial and lifecycle data. Show More ##### ## IT Operations & Workflow - Remote Monitoring & Management (RMM) (1) Workflow Management Enables creation and optimization of workflows for IT support and service delivery Show More ##### ## Service Management (3) Remote Access Controls access to legacy applications, web based applications, networks resources while employees are outside the local area network. Service Management (Issue Prioritization) Analyzes operational data to proactively identify and prioritize IT issues. Ticketing Provides tools for creating and managing support tickets across departments Show More ##### ## Scope (2) Endpoint Inclusiveness Manages numerous endpoint types, including mobile, desktop, IoT, and wearable. Multi-OS Support Supports diverse operating systems across several endpoint types. Show More ##### ## Management (18) Device Enrollment Registers employee-owned or company-distributed devices for IT access. Device Configuration Configures devices to seamlessly work with business-required applications, WiFi, VPN, etc. Device Compliance Ensures that employee devices are compliant with business regulations and requirements. Usage Information Offers visibility into employee device activity. Data Separation Separates personal data on devices from business-specific data. Reporting Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. Administration Console Provides administrative tools for routine maintenance, upkeep, and tracking. Access Management Gives administrators control over user privileges and accessibility for IT assets. Asset Management Gives administrators control over hardware and software resource allocation and tracking. Policy Dictation Controls policies and configurations across business applications and hardware. Performance Baseline Sets a standard performance baseline by which to compare live network activity. Data Visualization Charts or graphs live and historical network performance for quick status checking and analysis. Path Analysis Gives insights into which specific network paths are performing suboptimally. System Integration Integrates with a variety of IT systems. Central Dashboard Provide immediate insights, information, and updates on IT assets from a central dashboard. Asset Policy Management Design and implement custom or pre-built policies for asset management, onboarding, and maintenance. Risk Management Implement risk management policies, and push policy updates to various assets across a business network. Integrations Integrate with other software solutions, such as spend management and software asset management. Show More ##### ## Functionality (11) Ticketing System Provides a service desk for users to submit tickets for IT-related issues. Performance Logging Tracks action-by-action asset performance with machine- or human-readable logs. Alerting Creates alerts when tracked assets encounter errors or performance issues. Automation Automates repetitive tasks associated with IT service operations and maintenance. Performance Monitoring Continuously monitors network performance across the entire span of a network. Alerting Sends alerts via pop-up notifications, texts, emails, or calls regarding network issues or failures. Improvement Suggestions Suggests potential remedies or improvements to slowdowns, errors, or failures. Multi-Network Capability Provides monitoring capabilities for multiple networks at once. Artificial Intelligence Utilizes artificial intelligence to analyze big data. Machine Learning Utilizes machine learning to analyze big data. Systems Monitoring Monitors logs and activities from a wide range of IT systems. Show More ##### ## Issue Resolution (3) Root Cause Identification Directly identifies, or increases identification speed for, root causes for IT system issues. Proactive Identification Proactively identifies trends on IT systems that could lead to failures or errors. Resolution Guidance Provides paths, suggestions, or other general assistance towards issue resolution. Show More ##### ## Asset Inventory (5) Hardware Asset Inventory Create an inventory of a company's hardware assets. Software Asset Inventory Create an inventory of a company's software assets. Cloud Asset Inventory Create an inventory of a company's cloud assets. Mobile Asset Inventory Create an inventory of a company's mobile assets. Asset Discovery Detect new assets as they enter a network and add them to asset inventory. Show More ##### ## Responses (3) Personalization Provides personalized responses to interlocator based on segmentation or past responses. Route To Human Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. Natural Language Understanding (NLU) Can have a natural, human-like conversation with an interlocator. Show More ##### ## Maintenance (2) Remote Reboot Remotely wake, restart, and install applications on sleeping devices. Remote Printing Print files from remote computer onto the local printer, without having to transfer the file between computers. Show More ##### ## Communication (3) VoIP Provides voice over IP calling solutions. Video Conference Call Provides pre-session or in-session video call options to resolve issues. Screen Annotations Allows to draw, highlight, encircle, and box certain areas on the screen of the remote computer to enhance support and communicate better. Show More ##### ## Device Support (3) Mobile Device Access Allows mobile device access to provide support or connect to your computer from anywhere. Multi-Platform Support Provides support across iOS, Mac, Android, PC and other devices. Cross-Platform Allows cross-platform device support, supporting Windows, Mac, Linux, iOS, Android, and Chromebook devices. Show More ##### ## Performance (1) Reporting Provides robust reporting capbilities like session details, technician performance information, and end users’ survey summaries. Show More ##### ## Generative AI (9) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Generation Allows users to generate text based on a text prompt. Show More ##### ## Autonomy - AI Agents (4) Independent Decision Making Allows the AI agent to learn from interactions and adapt its responses accordingly. Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## Monitoring - Network Monitoring (3) 360-Degree Network Visibility Offers full observability of all network environments, including on-premises, cloud, SD-WAN, WLAN, and edge computing. Automated Network Discovery Automatically detects and maps all network devices and architectures, reducing manual effort and improving visibility. Real-Time Monitoring Provides true real-time network monitoring to detect and resolve issues instantly, rather than relying on near-time data. Show More ##### ## Analytics - Network Monitoring (2) Predictive Performance Analytics Uses AI-driven analysis of historical and real-time data to forecast network issues before they impact performance. Packet & Flow Analysis Combines packet and flow analysis techniques to provide a comprehensive view of network traffic and performance. Show More ##### ## Security - Network Monitoring (3) Encrypted Data Transmission Ensures all monitored network data is securely encrypted both in transit and at rest. Zero Trust and Identity Management Supports integration with Zero Trust frameworks and identity management solutions to enhance network security. Integrated Network Security Unifies network performance monitoring with security intelligence to identify and mitigate threats in real-time. Show More ##### ## Network Performance - Network Monitoring (2) Dynamic Network Optimization Continuously analyzes and adjusts network configurations to optimize performance and reliability. Automated Tasks Routing Automates routine network monitoring tasks, reducing operational overhead and human error. Show More ##### ## AI Automation - Network Monitoring (3) Machine Learning-Based Anomaly Detection Uses machine learning to identify network anomalies, preventing security and performance issues before they escalate. Self-Healing Networks Automates corrective actions for common network issues, reducing downtime and manual intervention. Predictive Network Maintenance Leverages AI to anticipate hardware failures, capacity issues, and performance bottlenecks before they occur. Show More ##### ## Automation - AI IT Agents (2) Document Processing Allows users to automate the handling, processing, and management of documents. Feedback Collection Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. Show More ##### ## Autonomy - AI IT Agents (4) Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Independent Decision Making Provides an AI agent that is able to make decisioning independently. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## IT Ticket Management - AI IT Agents (3) Ticket Status Updates Provides users with automated updates on ticket progress and resolution timelines. Ticket Assignment Allows the AI agent to route tickets to the appropriate team or individual for resolution. Automated Ticket Creation Allows the AI agent to automatically generate tickets from user inquiries or issues. Show More ##### ## IT Support Automation - AI IT Agents (5) Knowledge Base Utilization Enables the AI agent to retrieve and apply solutions from an IT knowledge base. Workflow Automation Enables the AI agent to automate repetitive IT tasks, such as password resets or software installations. Real-Time Troubleshooting Allows the AI agent to diagnose and resolve IT issues without human intervention. User Self-Service Assistance Provides users with instant, automated guidance to resolve common IT problems. Proactive Issue Detection Allows the AI agent to identify and address potential IT issues before they escalate. Show More ##### ## Agentic AI - Service Desk (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Network Monitoring (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Enterprise IT Management (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - IT Asset Management (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - IT Service Management (ITSM) Tools (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Remote Monitoring & Management (RMM) (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Unified Endpoint Management (UEM) (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - AIOps Platforms (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Monitoring and Management - Autonomous Endpoint Management (1) Self-Healing Equips endpoints with the ability to self-diagnose and repair certain issues without manual intervention. 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[View Glossary](/glossary) [SLA management](/glossary/sla-management) SLA management is the process of ensuring that all the services and procedures of a business align with the service level agreement (SLA). Learn more about why SLA management is essential, the benefits it offers, and which best practices are appropriate for it. [Remote Access](/glossary/remote-access-definition) What is remote access and why is it important as a software feature? Our G2 guide can help buyers understand remote access and popular software with remote accessibility features. 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