Home/Help Desk Software/ProProfs Help Desk vs AteraUpdated on: March 29, 2024

Compare ProProfs Help Desk vs Atera

87% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
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92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support
Zendesk Support Help Desk Software (685 Ratings)
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk
Freshdesk Help Desk Software (2241 Ratings)
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87% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
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92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support

Zendesk Support

Help Desk Software (685 Ratings)
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Freshdesk

Freshdesk

Help Desk Software (2241 Ratings)
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Overview

Summary

ProProfs Help Desk is an efficient helpdesk and support ticketing software, enabling companies to provide the best solution to the queries raised by individual clients. Teams get to manage multiple emails within a shared inbox. It is an appropriate business structure for SMB, enterprise, B2B and B2C consumer segments, besides agents and managers operating within customer service teams. ProProfs Help Desk utilises automation to enhance agent productivity levels and is designed for top graded support teams. Appropriate reports offered by the software helps teams monitor essential customer service metrics, measure agent-wise performance and share NPS, CSAT and other survey-related reports. Companies can personalise the software as per their own needs, they can generate custom fields for tickets, set priorities matching with SLAs and keep the identity of their brand intact. Other important functionalities include live chat, survey maker to gain customer feedback and knowledge base, which promotes self-service. ..show more

Atera is a remote monitoring and management software that provides complete visibility and control over hundreds of networks to MSPs and IT professionals in real-time. The software enables users to offer instant and exceptional IT support to their valuable customers across the globe. One of the main features of Atera is that it sends real-time notifications to users about the potential problems that may happen so that users can prepare themselves in advance. In addition, businesses can also depend on the same to receive real-time status on system resources, networking and IP monitoring, logged in customers, SQL Server, Active Directory and many other essential elements. Further, the IT automation services provided by the software also come in handy to manage a variety of administrative and maintenance tasks that can be applied to workstations and servers in no time. Atera comes with an automated Patch Management system that can be applied to individual devices and groups as per convenience. Finally, the remote maintenance capabilities offered by Atera helps out companies with their service manager, command prompt and task manager facilities. ..show more

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. ..show more

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. ..show more

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Santa Monica, California / +1 855-776-7763

Tel Aviv, Israel

San Francisco, California / +1 415-418-7506

San Bruno, California / +1 (866) 832-3090

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Essentials
$15 /User/Month

Offer delightful support with shared inboxes and basic help desk features.

Features

  • Unlimited Tickets: Unlimited
  • Inboxes: 3
  • Departments & Teams: 3
  • Ticket History: 1 Year
  • Auto-Response
  • Canned Responses
  • Ticket Ratings
  • Reports: Basic
  • Roles & Permissions
  • File Attachments: 10 MB
  • Labels
  • Spam
  • Bookmark
  • Overdue Time
  • Internal Notes in Ticket
  • Dynamic Placeholders
  • Social Media Channels
  • Mobile App
  • Branding
  • Integrations: Basic
  • Customer Support: Premium Support

Based upon the Number of Users, the pricing plan varies.

Premium
$20 /User/Month

A complete help desk solution with unlimited inboxes and advanced features like ticket routing, child tickets, API, white label & more.

Features

  • Unlimited Tickets: Unlimited
  • Inboxes: 5
  • Departments & Teams: 5
  • Ticket History: Unlimited
  • Includes features of Essentials plan, plus
  • Reports: Advanced
  • Ticket Routing
  • Child Tickets
  • Audit & Admin Controls
  • File Attachments: 20 MB
  • Business Hours
  • ProProfs Survey Maker: Survey Maker Premium ($120 per Year and $20 per Month)
  • Custom Fields & Filters
  • API & Single Sign-On
  • White Label
  • Custom License, Enterprise Security & Ownership
  • Vault
  • Integrations: Advanced

Based upon the Number of Users, the pricing plan varies.

Enterprise
Custom

For advanced support teams needing multiple users, enterprise security, custom integrations & automations, SSO

Features

  • Includes features of Premium plan, plus
  • Inboxes: Unlimited
  • Departments & Teams: Unlimited
  • Customer Support: Onboarding & Success Manager
View Price Page
Pro (MSP)
$119 /User/Month

Features

  • Remote management, automations & scripting
  • Windows support
  • Remote monitoring and alerts
  • Patch management
  • Remote access using Splashtop (up to 2 concurrent sessions)
  • API Access
  • Reports
  • Helpdesk & ticket automation
  • Custom support addresses (up to 5)
  • Customer support portal
  • SLA and automated time tracking
  • File view
  • Contracts & invoicing
  • Azure AD integration
  • Audit log
  • Mobile app (iOS & Android)
Growth (MSP)
$149 /User/Month

Features

  • Includes features of Pro plan, plus
  • Mac and Linux support
  • Remote access using AnyDesk
  • Splashtop concurrent sessions (unlimited)
  • Custom support addresses (up to 10 )
  • Advanced analytics
  • Chat with end users
  • Custom asset types (up to 5)
  • File transfer (up to 15GB per month)
  • Extended retention audit log
  • Integrations with QuickBooks Online & Xero
  • CSV QuickBooks Desktop export
Power (MSP)
$199 /User/Month

Features

  • Includes features of Growth plan, plus
  • Custom analytics
  • Custom support addresses (unlimited)
  • Custom asset types (up to 20)
  • File transfer (up to 50GB per month)
  • Audit log - 1 year retention
  • Data recovery
Super Power (MSP)
Custom

Enterprise-grade services that accelerate response time

Features

  • Includes features of Power plan, plus
  • Single sign-on (SSO)
  • Azure AD continuous sync
  • Private software repository
  • Custom domain SSL for Customer Portal
  • Tailored Atera onboarding
  • Atera premium customer support
  • Dedicated account manager
  • Audit log - 7 year retention
  • Unlimited custom analytics
  • Custom asset types (unlimited)
  • File transfer (up to 100GB per month)
  • Network scanning and monitoring
  • Business associate agreement (BAA) under HIPAA
  • 99.9% uptime SLA%*
  • AI Suite
Professional (IT Department)
$169 /User/Month

Features

  • Remote management, automations & scripting
  • Windows, Mac and Linux support
  • Remote monitoring and alerts
  • Remote access using Splashtop (up to 2 concurrent sessions)
  • Patch Management
  • Azure AD integration
  • Reports
  • Ticket automation
  • Audit log
  • Custom support address
  • Service portal
  • File view and transfer (up to 15GB per month)
  • Mobile app (iOS & Android)
Expert (IT Department)
$199 /User/Month

Features

  • Includes features of Professional plan, plus
  • Remote access using Anydesk
  • Splashtop concurrent sessions (unlimited)
  • Chat with end users
  • 7 preset reports
  • Ticket auto - tagging
  • Custom assets types (up to 5)
  • File transfer (up to 50GB per month)
  • Extended audit log
  • Custom support addresses (up to 2)
Master (IT Department)
$239 /User/Month

Features

  • Includes features of Expert plan, plus
  • Build your own reports
  • Audit log - 1 year retention
  • Custom support addresses (unlimited)
  • Custom asset types (up to 20)
  • File transfer (up to 80GB per month)
  • Data recovery
Enterprise (IT Department)
Custom

For departments who need enterprise-grade services and integrations

Features

  • Includes features of Master plan, plus
  • Single sign-on (SSO)
  • Azure AD continuous sync
  • Private software repository
  • Custom domain SSL for Service Portal
  • Tailored Atera onboarding
  • Atera premium customer support
  • Dedicated account manager
  • Audit log - 7 year retention
  • Unlimited custom analytics
  • Custom asset types (unlimited)
  • File transfer (up to 100GB per month)
  • Network scanning and monitoring
  • Business associate agreement (BAA) under HIPAA
  • 99.9% uptime SLA*
  • AI Suite
View Price Page
Suite Team
$59 /User/Month

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - Single
  • Easy-to-set up automations & workflows
  • AI-powered automated answers - Up to 50
  • Unified agent workspace
  • Routing based on agent status and capacity
  • Reporting and analytics: PreBuilt
  • Data and file storage: Standard
  • 1,000+ apps and integrations: PreBuilt
  • Robust APIs: Standard Rate Limit
  • Online support from the Zendesk team
  • Onboarding and adoption guidance
Suite Growth
$99 /User/Month

Features

  • Includes features of Suite Team plan, plus
  • Help center - Multiple
  • Easy-to-set up automations and workflows with additional options
  • AI-powered automated answers - Up to 100
  • Data and file storage: Intermediate
  • 1,000+ apps and integrations: PreBuilt and Custom
  • Robust APIs: Advanced Rate Limit
  • Self-service customer portal
  • AI-powered knowledge management
  • Customisable ticket layouts
  • Light access licenses: Upto 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content
Suite Professional
$125 /User/Month

Features

  • Includes features of Suite Growth plan, plus
  • AI-powered automated answers - Up to 500
  • Routing based on agent status, capacity and skills, as well as conversation priority
  • Reporting and analytics - Prebuilt and Custom
  • Light access licenses: Upto 100
  • Live agent activity dashboard: Viewable
  • Integrated community forums
  • Private conversation threads
  • Customisable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services
Suite Enterprise
$199 /User/Month

Features:

  • All the core elements needed for excellent customer support, and
  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses - Upto 1000
  • Live data and external dashboard sharing
  • Live agent activity dashboard - Customisable, agent capacity, plus live agent status drill-in
  • Sandbox environment for change management
  • Robust APIs - Enterprise Rate Limit
  • AI-powered triage and conversation insights - Retail Only
View Price Page
Free
Free

Get going for free

Features

  • Integrated ticketing across email and social
  • Ticket Dispatch
  • Knowledge Base
  • Ticket Trend Report
  • Out-of-the-box analytics and reporting
  • Choose your data center location
  • Team collaboration
  • 24x7 email support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions
Growth
$18 /User/Month

Intuitive, industry-leading support for growing businesses

Features

  • Includes features of Free plan, plus
  • Automations
  • Collision Detection
  • 1000+ marketplace apps
  • In-depth helpdesk report
  • SLA management & business hours
  • Custom Email Server
  • Custom Ticket Views
  • Custom ticket fields & status
  • Custom SSL
  • Easily track time spent by agents on tickets
  • 24x5 phone support

Add-ons

1. Additional bot sessions : $75 for 1000 bot sessions per month

  • Email bot
  • Chatbots
  • Voicebot consume bot sessions

2. Field Service Management : $15 per Field Employee per Month

  • Scheduling Dashboard
  • Time Tracking
  • Map View
  • Offline Availability
  • iOS and Android Apps
  • Analytics
Pro
$59 /User/Month

Advanced automation for high performance

Features

  • Includes features of Growth plan, plus
  • Multiple products
  • Includes up to 5000 Collaborators
  • Round-robin routing
  • Custom Roles
  • Custom objects
  • Custom Reports and Dashboards
  • Segment customers for personalized support
  • Customer journey
  • Canned forms
  • Manage versions in knowledge base
  • Community forums
  • Extendable API Limits
  • CSAT surveys & reports
  • Multiple SLA policies & business hours
  • SLA reminder & escalation
  • Multilingual knowledge base
  • Custom apps
  • Average handling Time (AHT)
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
Enterprise
$95 /User/Month

Fully featured with bots for enterprise-level support

Features

  • Includes features of Pro plan, plus
  • Unlimited products
  • Sandbox
  • Easily manage agent shifts across time zones
  • Assist bot
  • Email bot
  • Audit log (Freddy)
  • Skill-based routing
  • Knowledge base approval workflow (Freddy)
  • Flexible knowledge base hierarchy (Freddy)
  • IP range restriction (Freddy)
  • Auto-triage (Freddy)
  • Article suggester
  • Canned response suggester
  • AI-powered social signals
  • Custom Metrics
  • Report Sharing
  • Includes features of Add-ons
View Price Page

SCREENSHOTS

ProProfs Help Desk Screenshots
Atera Screenshots
View 7 screenshot(s)
Zendesk Support Screenshots
Freshdesk Screenshots
View 5 screenshot(s)

INTEGRATIONS

  • ProProfs Knowledge Base
  • Salesforce
  • ProProfs Chat
  • ProProfs Project
  • TeamViewer
  • Ninite Pro
  • IT Glue
  • Quickbooks
  • Freshbooks
  • Xero
    NA
  • Knowlarity
  • Olark
  • Freshchat
  • Userlike
  • Dropbox Business
  • Microsoft Teams
  • Slack
  • MailChimp
  • Nimble
  • HelpOnClick
  • Zoho CRM
  • Harvest
  • iContact
  • SnapEngage
  • Salesforce
  • Shopify
  • Capsule

ALTERNATIVES

Top alternatives to ProProfs Help Desk

Freshdesk
Freshdesk
SysAid
SysAid
Zoho Desk
Zoho Desk
Help Scout
Help Scout
LiveAgent
LiveAgent

Top alternatives to Atera

Kaseya BMS
Kaseya BMS
Microsoft Intune
Microsoft Intune
N-able MSP Manager
N-able MSP Manager
ConnectWise Control
ConnectWise Control
Syncro
Syncro