Atera Networks Ltd. has added live chat functionality to the remote support component of its integrated managed services suite.
The new feature, which can automatically open support tickets in the New York-based vendor’s PSA system, gives end users an alternative to email and phone calls for interacting with help desks about technical issues.
Atera added the feature in direct response to feedback from MSPs, who put live chat capabilities at the top of their wish list for new features, according to Gil Pekelman, the vendor’s CEO.
“We listened to the needs our MSP partners, and today, we are excited to deliver a new live chat feature as an offering to their customers,” said Pekelman in prepared remarks. “The live chat feature is faster, more intuitive, and offers a higher level of efficiency and satisfaction to help MSPs improve communications with their clients.”
Subscribers to Atera’s mid-tier Growth license and top-of-the-line Power license receive live chat at no extra charge. Entry-level Pro subscribers receive a free 30-day trial of the chat feature, but must upgrade to one of the higher licensing plans to use it permanently.
Atera’s solution combines RMM, PSA, and remote access functionality in a single package priced on a per-technician, rather than per-device, per-user, or per-agent, basis. Alliances with third-party providers add further tightly integrated functionality to the suite. Webroot Inc., for example, contributes both endpoint and DNS protection, IT Glue supplies documentation support, and SolarWinds MSP provides online backup capabilities.
Most leading managed service line-of-business software makers are developing end-to-end suites that mix natively developed solutions with tools from outside vendors. Kaseya Ltd., for example, has added appliance-based BDR functionality from Unitrends, cloud-to-cloud backup from Spanning Cloud Apps LLC, and documentation from IT Glue just within the past few months. Datto Inc.‘s merger with Autotask last year resulted in the creation of a similarly broad portfolio ranging from BDR, file sync and share, and networking products to RMM software, a PSA system, and beyond.
ConnectWise, meanwhile, which invented the managed services suite concept, most recently added a new cloud management solution named Unite to its product set.
