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Atera vs Sunrise ITSM: Which is a better fit?

Updated on February 16th, 2025
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Summary
Key features rated by users
Features selected based on 4,139 reviews from Help Desk users.
% Fit
Not enough reviews
Feature ratings
Ticket Management
4.4
Prioritization
--
Performance Metrics
4.5
Real-Time Notifications
4.5
Alerts/Escalation
4.3
% Fit
Not enough reviews
Feature ratings
Ticket Management
4.8
Prioritization
--
Performance Metrics
--
Real-Time Notifications
4.2
Alerts/Escalation
5.0
User satisfaction
4.6
User reviews417
Ease of use
4.6
Functionality
4.3
Value for money
4.6
Customer support
4.5
4.4
User reviews10
Ease of use
4.8
Functionality
4.4
Value for money
4.8
Customer support
4.4
Price starts from
/user
Monthly subscription
Free version
Free trial
/user
Monthly subscription
Free version
Free trial
Best for

IT departments, managed service providers, education sector, healthcare sector, and IT consultants.

We work with businesses across all industries, from the NHS, councils, education and finance firms, just to name a few, who are looking to streamline their service desk delivery.

User reviews
pros & cons
1 / 4
View Reviews
Not enough reviews
View Reviews
Video reviews
Alec M
It Manager
5.0

Alec: My name is Alec. I'm IT manager for a real estate coaching company that has 150 employees, and I rate Atera a five out of five. We were currently using a managed service provider and we're bringing IT in-house, so we were looking for a platform that met the needs of our help desk and our employees. We chose Atera because it has multiple features built in without needing additional components, like the service desk and RMM side are all in one package. You can do scripting, can do monitoring, and they have a new feature that they're currently working on of integrating AI into both ticket handling as well as script creation. That ultimately led us to decide on Atera. Atera was pretty simple to set up. We were able to work with their onboarding department and get it all configured exactly how we wanted, deploy the agents through several different means, whether it be Microsoft Intune or using just an email for those clients that we don't have set up in Intune. Just make sure that you compare Atera with the other platforms that are available to see if it meets your exact needs. It is a little more training heavy, not as simple as some of the others out there, but it's more feature rich, and at least for us, was perfect for our needs. I.

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4 screenshots
148707
5 screenshots
Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

Logo Img
--%
Logo Img
--%
Access Controls/Permissions
207
Important
Activity Dashboard
388
Important

Atera

Top Features
29/30
  • Social Media Integration
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • API
  • Automated Routing
  • Collaboration Tools
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Data Import/Export
  • Email Templates
  • Knowledge Base Management
  • Macros/Templated Responses
  • Mobile App
  • Multi-Channel Communication
  • Performance Metrics
  • Personalization
  • Prioritization
  • Real-Time Chat
  • Real-Time Notifications
  • Reporting/Analytics
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Surveys & Feedback
  • Third-Party Integrations
  • Ticket Management
  • Workflow Management
See All features
Hide Help Desk Software Features -

Sunrise ITSM

25/30
Show Help Desk Software Features +
Atera
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Sunrise ITSM
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
Atera
  • By Atera
  • Located in Israel
  • Founded in 2011
Sunrise ITSM
  • By Sunrise Software
  • Located in United Kingdom
  • Founded in 1994
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