Atera vs Freshservice comparison

Atera and Freshworks are both solutions in the Help Desk Software category. Atera is ranked #11 with an average rating of 10.0, while Freshworks is ranked #6 with an average rating of 8.3. Atera holds a 1.9% mindshare in HDS, compared to Freshworks’s 3.6% mindshare. Additionally, 93% of Atera users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

Atera

Read 15 Atera reviews

5,154 Views
1,598 Comparison Views

93% willing to recommend

Freshservice

Read 40 Freshservice reviews

6,589 Views
3,163 Comparison Views

97% willing to recommend

Atera

Freshservice

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and Atera compete in the IT service management and remote monitoring sectors. Freshservice seems to have an edge with its comprehensive suite of features and ease-of-use, while Atera is favored for its cost-effective pricing model and automation capabilities.

Features: Freshservice provides streamlined incident management, mobile integration allowing ticket management on mobile devices, and comprehensive analytics. It offers strong project management and integration capabilities, alongside ease-of-use. Atera is known for its remote monitoring and management features, offering continuous updates, cross-platform solutions, and efficient automation tools that prioritize technician tasks.

Room for Improvement: Freshservice users highlight a need for more customizable workflows and improved reporting on changes and task management, including better Linux and Outlook integration. Atera users suggest enhancements in user authentication, network monitoring beyond physical devices, and advanced mobile device management, along with more cloud platform integrations.

Ease of Deployment and Customer Service: Freshservice, primarily deployed on the public cloud, offers fast initial setup with mixed reviews on customer support responsiveness. Atera, available on-premises and in the public cloud, provides straightforward deployment and consistent support, although some users wish for better advanced customization and direct support interactions.

Pricing and ROI: Freshservice's pricing tends to be higher, based on the number of agents, but users often justify the cost with improved efficiency and asset management. Atera's competitive pricing charges per technician with unlimited device support, making it suitable for businesses focusing on cost control.

To learn more, read our detailed Atera vs. Freshservice Report (Updated: April 2026).

Buyer's Guide

Atera vs. Freshservice

April 2026

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Helped 893,221 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

8.0

Atera boosts efficiency and cuts costs with remote management, software integration, fixed pricing, and automation, enhancing business value.

Sentiment score

6.5

Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.

No quotes available

For more quotes and insights, download the Atera report

Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.

Ashok R

Technical support manager at a tech vendor with 201-500 employees

With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.

Yousef Almomani

Systems Engineer at a consultancy with 51-200 employees

For more quotes and insights, download the Freshservice report

Customer Service

Sentiment score

8.5

Atera's support team offers quick resolution, accessible help, valued security measures, and improves through user feedback.

Sentiment score

6.8

Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.

No quotes available

For more quotes and insights, download the Atera report

Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.

Raja Farrar

IT Service Delivery Manager at Symposiam

However, they have improved over the period of two years.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Their documentation is also good, making setup easy without needing frequent support requests.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Scalability Issues

Sentiment score

7.8

Atera is scalable for small to large companies, with intuitive setup and robust API integration, ideal for growth.

Sentiment score

7.3

Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.

No quotes available

For more quotes and insights, download the Atera report

As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.

Raja Farrar

IT Service Delivery Manager at Symposiam

Freshservice is easy to use for scalability.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Stability Issues

Sentiment score

8.2

Atera is highly stable and reliable, with minor issues quickly addressed and regular updates enhancing functionality.

Sentiment score

8.2

Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.

No quotes available

For more quotes and insights, download the Atera report

The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Freshservice is quite stable as they host it on AWS.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Freshservice provides a stable environment for our needs.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Room For Improvement

Atera needs improved integration, support, and customization across identity management, mobile, network monitoring, and technician control features.

Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.

No quotes available

For more quotes and insights, download the Atera report

There's limited experience with the CMDB or asset management features.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Setup Cost

Atera's pricing model offers cost-effective scalability and predictability, with unlimited devices and savings compared to competitors, ideal for enterprises.

Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.

No quotes available

For more quotes and insights, download the Atera report

Switching from previous ITSM tools has led to a 50% reduction in licensing costs.

Raja Farrar

IT Service Delivery Manager at Symposiam

The solution offers flat licensing and appears to be cost-effective.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.

Ashok R

Technical support manager at a tech vendor with 201-500 employees

For more quotes and insights, download the Freshservice report

Valuable Features

Atera provides robust remote access, automation, and monitoring tools, enhancing productivity and user satisfaction with its intuitive interface.

Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.

We can run commands such as PowerShell, batch scripts, and implement automation.

Avi Vaserman

Owner at Sytex Ltd.

For more quotes and insights, download the Atera report

The most valuable features include ticket routing, automation in triage, data control, and flat licensing.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.

Raja Farrar

IT Service Delivery Manager at Symposiam

For more quotes and insights, download the Freshservice report

Categories and Ranking

Atera

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

11th

Average Rating

9.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Network Monitoring Software (34th), IT Infrastructure Monitoring (38th), Remote Monitoring and Management (RMM) (5th), Patch Management (11th), AIOps (18th), Agentic Automation (8th)

Freshservice

Ranking in Help Desk Software

6th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of Atera is 1.9%, down from 2.0% compared to the previous year. The mindshare of Freshservice is 3.6%, down from 4.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.6%
Atera	1.9%
Other	94.5%

Help Desk Software

Featured Reviews

Avi Vaserman

Owner at Sytex Ltd.

Quick setup and efficient automation boost IT consulting services

It would be beneficial if Atera implemented telephone support for general questions. When onboarding new clients and creating their portal, it would be helpful if presidents or company owners could see the current configuration progress step-by-step, rather than relying solely on email and ticket systems. The task system for technicians could be improved by adding recurring task capabilities. This would allow technicians to have checkmarks and task lists they can mark off as completed. While scalability meets growing needs, there haven't been many additions in the last two years. They are adding new features gradually, but there is always room for improvement.

Read full review

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

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Top Industries

By visitors reading reviews

Educational Organization

Comms Service Provider

Construction Company

Performing Arts

University

10%

Manufacturing Company

Construction Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	14

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

Questions from the Community

What is your experience regarding pricing and costs for Atera?

The prices have increased over time. After expressing concerns about pricing to account managers, they offered a 30% discount option for annual commitments. The main benefit we see with this produc...

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What needs improvement with Atera?

See all answers

What is your primary use case for Atera?

We use it for maintenance support, patch management, the ticket system, ticketing, and automation in general. Atera enables us to take control quickly with different options. We can perform registr...

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What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

See all answers

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Compared 4% of the time

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Product Reports

Buyer's Guide

Atera

May 2026

Download Atera product report

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Also Known As

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Flint

Overview

Atera provides advanced tools for remote monitoring, automation, and ticketing, offering an intuitive design and competitive pricing that supports managed service providers with monitoring, alerts, and system management.

Atera stands out with its automation, remote access, and smooth integration capabilities like PowerShell commands, TeamViewer, and Splashtop. Its monitoring and alert systems allow IT professionals to preemptively address issues, enhancing productivity with features such as a robust ticketing system, patch management, and scripting tools. Cross-platform compatibility and collaboration tools streamline IT operations. Despite its strengths, Atera requires enhancements in identity access management, chat features, mobile device management, third-party integrations, customizable reports, and more detailed role management for technicians. A renewed interface and improved network and cloud service monitoring are desired. Users also look for seamless management across diverse platforms, particularly under connectivity issues.

What are Atera's key features?

Automation: Streamlines processes with powerful automation capabilities.
Remote Access: Facilitates easy access to client machines for issue resolution.
Intuitive Interface: User-friendly design enhances efficiency.
Integration: Seamless TeamViewer and Splashtop integration.
Monitoring: Effective monitoring and alert systems preempt issues.
Ticketing System: Boosts productivity with efficient workflow management.
Patch Management: Ensures systems are always up-to-date.
Scripting: Powerful tools for automation and task execution.

What benefits and ROI should users consider?

Efficiency: Automation and scripting enhance task management.
Cost-effective: Combines robust features with competitive pricing.
Scalability: Cross-platform compatibility supports business growth.
Productivity: Monitoring and alerts optimize resource allocation.

Atera is widely used by managed service providers and IT support companies to enhance efficiency in industries such as manufacturing and construction. It provides remote monitoring, automation, and comprehensive IT management, ensuring seamless integration with different products and systems for broad site coverage. Businesses leverage Atera's RMM, PSA, ticketing, and IT automation features to improve operational efficiency and responsiveness.

Atera

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Sample Customers

MSPs, IT consultants, and IT departments worldwide trust and use Atera.

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

Atera vs. Freshservice

April 2026

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