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 fazer uma escolha inteligente.
Visão geral
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 negócios.
Ready to see how Atera’s cutting-edge AI can transform your IT operations and save you money? Join the 1000s of businesses already benefiting.
Preços: It has a free plan. Paid plan starts at $129/month
Principais características:
- Autonomous IT
- AI Agents & Remote Monitoring
- Seamless Patch Management
- Smart Ticketing & Helpdesk
Freshservice offers a 97% customer satisfaction rate. With its powerful ITSM features and Freddy AI Copilot, it’s a solid choice for teams of all sizes.
Preços: It has a free plan. Paid plan starts at $19/month
Principais características:
- Incident Management
- SLA Management
- Freddy AI Copilot
What is Atera?
Atera is a complete IT management platform.
It’s built for IT teams and managed service providers (MSPs).
Think of it as your all-in-one hub. It combines tools for remote monitoring, helpdesk, and automação.
Atera makes it easy to manage your IT without juggling multiple apps.
It’s a cloud-based solution, allowing you to work from anywhere.
Nossa opinião
Experimente a Atera! Junte-se a mais de 13.000 clientes em mais de 120 países. Reduza os tickets em 35% com o Copiloto de IA.
Principais benefícios
- Aumente a produtividade da equipe em 11 a 13 horas por semana, em média.
- Obtenha uma taxa de sucesso de patch de 97% para sistemas seguros.
- Lide com 6 milhões de dispositivos com facilidade.
- Gere scripts com o AI Copilot com 90% de precisão.
- Resolva 50% dos tickets automaticamente.
Preços
Retirar oferece um teste gratuito e uma variedade de opções de preços. Aqui está a análise:
- Plano MSP Pro: A partir de US$ 129 por mês
- Plano de crescimento do MSP: US$ 179/mês
- Plano de energia MSP: US$ 209 por mês
- Plano de Superpotência do MSP: Entre em contato para saber os preços.
- Plano Profissional do Departamento de TI: Começa em US$ 149/mês
- Plano de Especialista do Departamento de TI: US$ 189/mês
- Plano Diretor do Departamento de TI: US$ 219/mês
- Plano Empresarial do Departamento de TI: Entre em contato para saber os preços.
Prós
Contras
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.
Nossa opinião
Experimente o Freshservice, a solução de ITSM desenvolvida para um ambiente de trabalho moderno. Veja por que mais de 73.000 empresas confiam no Freshservice para simplificar a TI e encantar os funcionários.
Principais benefícios
- Copiloto de IA do Freddy: Este assistente de IA está integrado à plataforma. Ele pode ajudar você a resolver tickets mais rapidamente. O Copiloto de IA auxilia em tarefas como criar resumos de tickets e fornecer sugestões inteligentes. Isso economiza muito tempo para sua equipe.
- Gerenciamento de Incidentes: O Freshservice se destaca no tratamento e resolução de problemas. Você pode encaminhar tickets para os membros certos da equipe automaticamente. Isso garante que os problemas sejam resolvidos rapidamente, reduzindo o tempo de inatividade.
- Gestão de SLA: Você pode configurar Acordos de Nível de Serviço (ANS) facilmente. A plataforma envia alertas automaticamente em caso de violação de ANS. Isso ajuda sua equipe a atingir suas metas de serviço.
- Plano gratuito: O Freshservice oferece um plano gratuito para até três agentes. Esta é uma ótima maneira para pequenas equipes e startups começarem sem custos.
Preços
O preço do Freshservice é baseado no número de agentes. O plano anual começa em US$ 19 por agente por mês para o plano Starter. É um modelo flexível que cresce com a sua equipe.
- Iniciante: Começa em US$ 19/agente/mês (cobrado anualmente).
- Crescimento: Starts at $49/agent/month (billed annually).
- Pró: Starts at $95/agent/month (billed annually).
- Empresa: Entre em contato com eles para obter preços personalizados.
Prós
Contras
Comparação de recursos
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.
- Retirar: Atera uses AI with its IT Autopilot and AI Copilot. IT Autopilot acts as an autônomo 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.
- Retirar: 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.
- Retirar: 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.
- Retirar: Atera’s asset management is part of its RMM capabilities. It automatically discovers and inventories all dispositivos 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.
- Retirar: 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.
- Retirar: 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 construtor. 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.
- Retirar: 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.
- Escalabilidade: Choose a platform that can grow with you. Atera’s unlimited devices per technician is a key benefit for expanding teams.
- Facilidade de uso: A user-friendly interface and simple setup will save your team time and reduce the learning curve.
- Integração: Look for strong integration capabilities with other tools you already use, such as for backups, segurança, and project management.
Veredicto final
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.
Perguntas frequentes
What is the main difference between Atera and Freshservice?
Atera is an all-in-one platform for IT management with RMM and PSA tools. Freshservice is a dedicated IT Service Management (ITSM) solution focused on service desk and ticketing.
Which platform is better for small businesses?
Atera is often better for pequenas empresas and MSPs due to its all-in-one platform and per-technician pricing, which allows for unlimited devices.
Does Atera or Freshservice have better AI features?
Both platforms have strong AI, but Atera’s AI features, like IT Autopilot and AI Copilot, are more integrated into a wider range of IT management tasks.
Is Freshservice or Atera more expensive?
Freshservice’s pricing is per agent, which can become more expensive as your team grows. Atera’s per-technician pricing can be more cost-effective for managing many devices.
Which platform is easier to use?
Freshservice is known for its user-friendly interface and ease of setup, making it very accessible. Atera is also easy to use, but with more built-in features, it has a slightly steeper learning curve.
English 
Spanish 
Chinese 
German 
French 
Russian 
Portuguese 
Japanese 
Korean