Atera vs Freshservice: Best IT Management Platform in 2025

Feeling overwhelmed by IT management tools? It’s a real problem.

Many platforms promise to simplify your work, but they often fall short.

They can be complex and expensive, leaving you to wonder if there’s a better way.

You need a solution that’s simple, powerful, and affordable.

That’s why we’re looking at two of the top options: Atera and Freshservice.

This article will compare Atera vs Freshservice to help you decide which IT management platform is the best fit for your needs in 2025.

We’ll break down the key features so you can make a smart choice.

Overview

We’ve tested both Atera and Freshservice. We’ve used their key features.

Now, we’re ready to share our findings.

This comparison will show you which platform is better for your business.

What is Atera?

Atera is a complete IT management platform.

It’s built for IT teams and managed service providers (MSPs).

Think of it as your all-in-one hub. It combines tools for remote monitoring, helpdesk, and automation.

Atera makes it easy to manage your IT without juggling multiple apps.

It’s a cloud-based solution, allowing you to work from anywhere.

What is Freshservice?

Freshservice is a cloud-based IT service management (ITSM) tool.

It is made by the same company as Freshdesk.

It helps you manage IT requests and assets easily.

Freshservice is known for its clean design and simple setup.

It’s a good choice for companies that want a powerful but easy-to-use platform.

Feature Comparison

Let’s get into the details of how Atera and Freshservice compare.

This section will break down the features that matter most to your support team and various departments.

It helps you see which platform is the right management solution for you.

1. Artificial Intelligence

Artificial intelligence (AI) is a major focus for both platforms, but they use it in different ways. The goal is always to reduce manual tasks and improve efficiency.

• Atera: Atera uses AI with its IT Autopilot and AI Copilot. IT Autopilot acts as an autonomous agent that handles routine tasks and tickets on its own. AI Copilot is a smart assistant for technicians, saving them time by summarizing tickets, writing scripts, and assisting with diagnostics.
• Freshservice: Freshservice includes Freddy AI Copilot. This tool focuses heavily on the service desk and ticketing system. It helps with tasks such as ticket summarization, incident management and provides smart suggestions to help agents resolve issues faster, which directly empowers employees to be more productive.

2. Service Desk and Ticketing

A strong service desk is crucial for any IT team. Both platforms offer a robust ticketing system, but their approaches differ.

• Atera: Atera provides an all-in-one platform where the ticketing system is deeply integrated with its remote monitoring and management (RMM) tools. This lets you quickly move from a ticket to a remote session.
• Freshservice: Freshservice is built from the ground up as an ITSM tool. It excels in service desk management, offering advanced features like automated routing, SLA management, and customizable templates for different ticket types.

3. Self-Service Portal

A self-service portal is essential for empowering employees to find answers on their own and log their tickets. This reduces the burden on your support team.

• Atera: Atera includes a self-service portal where users can create tickets, view their status, and search for solutions in a built-in knowledge base.
• Freshservice: The self-service portal in Freshservice is highly customizable. It includes a robust knowledge base and a service catalog, allowing users to request specific services and hardware directly from a central website.

4. Asset Management

Asset management is about tracking all your IT hardware and software. A good management solution should make this simple.

• Atera: Atera’s asset management is part of its RMM capabilities. It automatically discovers and inventories all devices on your network. You get detailed information on hardware, software, and configuration.
• Freshservice: The asset management in Freshservice is integrated with its service desk. You can link assets to tickets, track their lifecycle, and manage software licenses.

5. Remote Access

Remote access is a core need for any IT professional. Both platforms have this feature, but their built-in tools are a bit different.

• Atera: Atera includes remote access as a standard feature, allowing technicians to connect to and control devices directly from the platform. It’s built right in, so there’s no need for a third-party app.
• Freshservice: Freshservice also offers remote access, but it often relies on its tight integration capabilities with other remote tools to provide the most powerful features.

6. Workflow Management and Automation

Workflow management is key to automating repetitive tasks. Both platforms have features for this, but their focus areas are slightly different.

• Atera: The Atera platform uses automation through its IT Autopilot and scripting capabilities. You can set up policies to automate tasks such as patch deployment, maintenance, and other task management items.
• Freshservice: Freshservice provides a visual workflow management builder. You can create complex automations to handle everything from ticket routing to change management approvals, making it very powerful for handling repeatable processes across various departments.

7. Integration Capabilities

Integration capabilities are crucial for connecting your IT management solution to other business tools.

• Atera: Atera has strong integration capabilities with popular tools for backups, antivirus, and other IT functions. It also has an open API for custom connections, making it a flexible solution offers for many businesses.
• Freshservice: Freshservice is part of the larger Freshworks ecosystem. It offers numerous out-of-the-box integration capabilities with a wide range of business apps, from CRM to collaboration tools, facilitating seamless collaboration.

What to Look for in an IT Management Platform?

• AI features: Prioritize platforms with AI-driven automation, such as Atera’s IT Autopilot or Freshservice’s Freddy AI, for enhanced efficiency.
• Pricing Model: Consider whether a per-technician model (Atera) or a per-agent model (Freshservice) fits your budget and team size best.
• Scalability: Choose a platform that can grow with you. Atera’s unlimited devices per technician is a key benefit for expanding teams.
• Ease of Use: A user-friendly interface and simple setup will save your team time and reduce the learning curve.
• Integration: Look for strong integration capabilities with other tools you already use, such as for backups, security, and project management.

Final Verdict

When it comes to the Atera Freshservice debate, both are solid choices.

But if we had to pick one, our choice would be Atera.

Its all-in-one approach and unique per-technician pricing stand out.

With Atera, you get unlimited devices, which is great for growing teams.

The AI features, like IT Autopilot and AI Copilot, are also a game-changer for saving time.

While Freshservice Atera has its strengths, especially in ticket management, we found some Freshservice alternatives to be better in certain areas.

Atera is better at identifying areas for improvement with its built-in tools.

In one word, Atera offers more comprehensive value for IT teams looking to simplify their workflow and scale efficiently.

Frequently Asked Questions