Is Atera still a reliable platform? Losing confidence as a long-time customer
I’ve been an Atera customer for quite some time, but honestly, with each passing month, the platform feels less stable and less reliable.
Just this week, outgoing emails were not delivered because something was changed on Atera’s side and suddenly stopped working. This is not a minor issue — email delivery is critical for MSP operations and client communication.
On top of that:
- The ticket view and filters are increasingly unreliable
- Filters don’t behave as expected or randomly reset
- Some pages fail to load from time to time
- Overall performance and UX feel inconsistent
At this point, I’m seriously asking myself:
Can we still take Atera seriously as a professional MSP tool, or is it time to walk away?
What worries me most is not a single bug — it’s the pattern. Over time, things don’t seem to be improving; they seem to be getting worse. As an MSP managing real clients and SLAs, I’m currently losing confidence in the product.
I’m now actively considering leaving Atera.
Does anyone have experience migrating tickets and historical data to another PSA/RMM system?
I’d really like to hear from others who are facing (or have faced) the same situation.
Comments
-
I've noticed my ticket views being reset pretty much daily lately, it is annoying...
We are losing a pretty big customer soon (we are an MSP), I'd say mostly because of Atera's patching mechanisms being unreliable. The automated Windows updates get us to about 85% compliance, then there is a lot of manual intervention to get the rest. Software patching is just straight up bad compared to other RMM solutions I've used. Atera's patching seems like a throw paint at the wall and hope it sticks approach. I really hope they can take a step back from AI tools that I have no use for and get back to the basics in the not-too-distant future.0 -
We're in the same situation.. and I keep reading this more frequently lately. both here and on reddit.
The lack of product updates are really dissapointing too... (not counting AI, cause no one seems to want 90% of it)
Using Ateras API is probably the best way to export customer data but i'd also like to know if theres a better way. We probbly wont get any answers from people whos done it before
0 -
The UI issues just keep piling up and, honestly, it’s starting to feel like a big mess rather than a platform you can rely on daily. Every time something new is rolled out, something else breaks — and that kills confidence in the product.
Totally agree on the AI topic as well. I’m definitely part of those 90% 😅 — flashy features are pointless if the core platform isn’t stable or predictable.
To be fair, there is still a part of me that would like to stay with Atera, because overall I really like how the platform works and the concept behind it. But with the current state of the UI and the constant issues, it’s just not sustainable anymore — there’s no real option if this continues.
On our side, we already have a Syncro demo scheduled, and if they’re able to properly migrate our data from Atera, that will likely be the final push for us to move. At this stage, stability and usability matter far more than experimental features.
Regarding data export, I agree that the API is probably the best (and maybe the only realistic) way, but it would really help to hear from someone who has actually completed a full migration before.
If I move away, I'll report my experience as well.
0 -
I agree - the filters are very unstable, and insert random columns on a daily basis.
Their AI button in the bottom right is also wrong 100% of the time - it never works. I actually told Oshri, the CIO at Microsoft Ignite and he "wrote it down", yet I continue to submit tickets about this, and finally they told me last week "the development team noticed that the AI suggestions are not working properly." Seriously? After months of me telling you it doesn't work - your developers now see the issue? Please get new AI developers. We are really on the fence of renewing our 'copilot' user add-on, because of the rediculous non-performance. It can summarize tickets, sometimes, which is the ONLY userful feature that I've found. I do not trust it at all, why would I trust the AI Autopilot?!
Speaking of the AI autopilot, which cannot resolve complex support requests, is all the account management team cares about. Basically, it can not solve any one ticket that we have coming in. Our account manager (Tristan) keeps pushing it, and not caring about the issues at hand.
Please address our concerns, Atera. Your platform is losing stability, credibility and customers. Not to mention getting caught being an RMM for scam centers in southeast Asia. Please be more accountable, and release updates that are STABLE.
0 -
@ilaird @joao.almada @ben.courtade @anton
Hi everyone, I read through this thread.
If you’re hitting issues like email delivery, ticket views/filters resetting, pages not loading, performance, etc., I want to get eyes on it properly and push it with the right teams. The only thing I need from you is this:
Please send me the Support ticket ID(s) for the issues you’re seeing (DM me). Just the IDs is enough. I’ll bundle them and escalate in one batch — mostly PSA (ticketing/views/filters/email flows), and RMM where relevant.
Also, we’ve shipped a lot lately around the core platform — Flex SLAs, technician groups, and the new Tickets page UI — so this is exactly the time where your real-world reports help us catch regressions and edge cases fast.
Send the IDs and I’ll take it from there.
++
Dima L
Technical Product Marketing Manager
Atera0 -
Hi Dima,
Thanks for taking the time to read and respond.
At the moment, I hope email delivery is working, but that uncertainty is exactly part of the problem. In the past, email issues only became obvious when clients complained — which is not acceptable in an MSP context. I did open a ticket recently related to this concern, but I can’t currently find the ticket ID for that specific request.
One ticket I can reference is #592909, which was about devices disappearing. I stopped reporting some of the other issues because it honestly felt like too many things were breaking at once.
After reverting to the old Tickets view, things became noticeably more stable. However, I’m now forced to see the blue banner every day reminding me that the old view is going away:
“We appreciate your love for the old Tickets page, but it’s waving goodbye soon. Switch to new look.”
To be specific about the current issues with the new Tickets UI:
When I open a client and go to the Tickets tab, the ticket list is sometimes incorrect until I manually open Filters, uncheck something like "Pending", and then re-check it. After that, the list looks correct again.
Custom filters do not persist properly. For example, if I filter tickets by "High priority", navigate away, and come back, the filter resets. This does not happen in the old view.My main concern is not whether support can fix individual issues — your support team is genuinely very good and usually fast. The real problem is stability.
As an MSP, I cannot operate on a platform that feels like it’s constantly changing and breaking. I don’t want to be a beta tester. I need a tool my team can trust daily so we can work smoothly and deliver reliably to our customers.
If frequent releases continue to introduce regressions, I’ll unfortunately have to move away from Atera, even though I’d rather not.
Thanks for listening, and I appreciate you escalating this with the right teams.
0 -
A nice way to start a morning in support with Atera…
More bugs. Not new ones — just more of the same.
When I assign a technician to a ticket, nothing happens… or the change simply reverts.
I add an internal note. Guess what? It disappears like magic.
The activity log shows it was added, but the note itself is gone.
That was the first ticket of the morning.
On the second ticket, when I try to open it, I’m immediately redirected back to the dashboard. I can’t even see what the client reported.
I’ve already lost a significant amount of time dealing with this. And guess what? The actual work — fixing my clients’ problems — is on hold because Atera isn’t working properly. Again.
As I’ve mentioned before, it’s not one big issue. It’s these small, recurring problems that end up breaking everything.0 -
@joao.almada - We had something similar this morning - Editing custom fields and data not saving one minute, then saving but having the old information on. I'm guessing there was a problem this morning with Atera and it's been fixed - but not seen anything from @dima_from_atera or anyone yet?
0 -
@joao.almada said:
Hi Dima,Thanks for taking the time to read and respond.
At the moment, I hope email delivery is working, but that uncertainty is exactly part of the problem. In the past, email issues only became obvious when clients complained — which is not acceptable in an MSP context. I did open a ticket recently related to this concern, but I can’t currently find the ticket ID for that specific request.
One ticket I can reference is #592909, which was about devices disappearing. I stopped reporting some of the other issues because it honestly felt like too many things were breaking at once.
After reverting to the old Tickets view, things became noticeably more stable. However, I’m now forced to see the blue banner every day reminding me that the old view is going away:
“We appreciate your love for the old Tickets page, but it’s waving goodbye soon. Switch to new look.”
To be specific about the current issues with the new Tickets UI:
When I open a client and go to the Tickets tab, the ticket list is sometimes incorrect until I manually open Filters, uncheck something like "Pending", and then re-check it. After that, the list looks correct again.
Custom filters do not persist properly. For example, if I filter tickets by "High priority", navigate away, and come back, the filter resets. This does not happen in the old view.My main concern is not whether support can fix individual issues — your support team is genuinely very good and usually fast. The real problem is stability.
As an MSP, I cannot operate on a platform that feels like it’s constantly changing and breaking. I don’t want to be a beta tester. I need a tool my team can trust daily so we can work smoothly and deliver reliably to our customers.
If frequent releases continue to introduce regressions, I’ll unfortunately have to move away from Atera, even though I’d rather not.
Thanks for listening, and I appreciate you escalating this with the right teams.
Hi @joao.almada - from what I can see the ticket you mentioned, it has been marked as resolved after confirmation the support got from you.
Regarding the New Ticket UI, this is something different. I understand that when a new feature comes out - the expectation is to have it fully operational. This is exactly why it is crucial to report such incidents for new features. For the Tickets Page specifically I started a UserVoice thread on top of monitoring other sources so we can improve the feedback collection. Please join the conversation here (even though not much has been going on there yet): https://atera.uservoice.com/forums/936306/suggestions/50922047I would also encourage you to report it using our Support chat and DM me the ticket ID so I can escalate this for you.
++
Dima L
Technical Product Marketing Manager
Atera0 -
@joao.almada said:
A nice way to start a morning in support with Atera…
More bugs. Not new ones — just more of the same.
When I assign a technician to a ticket, nothing happens… or the change simply reverts.
I add an internal note. Guess what? It disappears like magic.
The activity log shows it was added, but the note itself is gone.
That was the first ticket of the morning.
On the second ticket, when I try to open it, I’m immediately redirected back to the dashboard. I can’t even see what the client reported.
I’ve already lost a significant amount of time dealing with this. And guess what? The actual work — fixing my clients’ problems — is on hold because Atera isn’t working properly. Again.
As I’ve mentioned before, it’s not one big issue. It’s these small, recurring problems that end up breaking everything.I checked this for you guys and as of 40 minutes ago, the Dev team has confirmed that:
During our investigation, we identified that the behavior was linked to a temporary performance constraint within one of our database components, which affected how the Tickets page was loading.
Our team has addressed this, and access to the Tickets page is now functioning as expected.
Please let me know if the issue persists, we're monitoring the situation after the fix has been deployed.
++
Dima L
Technical Product Marketing Manager
Atera0 -
Hi Dima,
Thank you for your response, but having a product that eventually works is not an option for us.
As I mentioned before, I am not interested in being a tester. I pay for a product precisely because I expect a stable and reliable version, not something that requires constant testing and daily issue reporting.
Spending time every day reporting problems simply does not make sense for a production environment. While this mindset continues, the same issues will keep occurring.
At this point, I have stopped reporting problems and am focusing on finding an alternative solution that can provide the stability we need. Honestly, I am no longer sure that this stability can be achieved here.
Thank you.
3 -
@dima_from_atera said:
@ilaird @joao.almada @ben.courtade @antonHi everyone, I read through this thread.
If you’re hitting issues like email delivery, ticket views/filters resetting, pages not loading, performance, etc., I want to get eyes on it properly and push it with the right teams. The only thing I need from you is this:
Please send me the Support ticket ID(s) for the issues you’re seeing (DM me). Just the IDs is enough. I’ll bundle them and escalate in one batch — mostly PSA (ticketing/views/filters/email flows), and RMM where relevant.
Also, we’ve shipped a lot lately around the core platform — Flex SLAs, technician groups, and the new Tickets page UI — so this is exactly the time where your real-world reports help us catch regressions and edge cases fast.
Send the IDs and I’ll take it from there.
++
Dima L
Technical Product Marketing Manager
AteraHere's one regarding ticket columns resetting: #601399
Based on previous comments, it looks like were not the only ones with this problem.. but your support cant replicate the issue, therfor the issue must be on our end(multiple techs, different browsers, cleared cache, cookies etc)
well.. this is the reason we dont open tickets lately, the instability is always a cache-problem. Are we expected to clear cache every 30 minutes to mitigate Ateras issues?
We opened this ticket only because of this post.
Also, post to feature board to receive feedback on newly released functions?
How are we supposed to know or even find that among all the other nonsense no one seems to maintain?!Its time to wake up and listen to the community. Im certain you've seen the shift towards this negativity lately. Users have had enough..
0 -
- First, on the “it’s always cache” experience:
You’re not expected to clear cache every 30 minutes. If that’s the pattern you’re experiencing, then either:
- we’re missing a real issue that’s hard to reproduce internally, or
- there’s a specific trigger/environmental pattern we’re not catching yet. We need to.Either way, it shouldn’t feel like the default answer is “must be on your side.” That’s not a good experience.
What changed on my side (Community + UserVoice):
I started doing a few things that simply weren’t maintained at the level they should’ve been:
- consolidating smaller ideas into bigger, actionable ones (so PMs can actually use them)
- cleaning up older/outdated items and threads (so the signal isn’t buried)
- building a process so it’s not just “me being present here,” but also product managers jumping in when it’s their domain. this is happening, we're finalizing things internally.I’m very aware that these resources weren’t treated as they should historically. That’s exactly what we’re changing now. Good news is - you have a tech-savvy person here, so I'll minimize the "I'll check it for you" and will use my product practical knowledge so you can get better experience with us.
- On “how are we supposed to know where to leave feedback?”
Fair point. We’re not relying on a single channel anymore, because not everyone has a CSM/AM, and feedback shouldn’t depend on that.
What we’re doing now (and testing):
- product email updates for major changes
- in-app notifications (when the change is meaningful enough)
- webinars (we just did one specifically on the new ticketing updates, it's going to be posted soon on our YouTube if you missed it)
- and yes, dedicated Uservoice threads for feedback - not to replace other channels, but to add one more place to give inputThe goal is simple: more ways to reach us, not more hoops to jump through.
Why I keep asking for tickets (and why it’s not “passing the buck”)
I’m here reading all your posts and responding for that reason. But when it comes to fixing something (views resetting, filters behaving weird, performance, email delivery), we need it in a trackable system.
The reality of how we get bugs fixed is:
- Support gets a case with account context + steps + timing
- they try to reproduce / collect the right data
- if it’s reproducible (or clearly evidenced), it gets escalated to the devs who fix it (so-called DoD tickets)If it stays only as a post, it becomes hard to track, hard to connect to other similar reports, and it’s much easier for it to stall.
And this is also why I’m asking for ticket IDs:
- If Support can’t reproduce one report, but I can bring Product a pattern (multiple accounts, similar symptoms, similar timeframe), that’s how you break the “can’t reproduce” loop and force a deeper look.On the “time to wake up and listen” point:
I’ve seen the shift in tone too.
What I can tell you is: UserVoice is being actively reviewed right now and I am the person in charge. It does feed real decisions. The most recent ticketing additions weren’t random - multiple shipped items were pulled from UserVoice, and what’s coming next (Q1/Q2 and beyond) is heavily influenced by what customers keep pushing on, including work like KB UX/UI overhaul and broader platform capabilities that people have been asking for for a long time.
I’m trying to make this different than the “old strategy,” and that’s exactly why I’m being transparent and engaging here.
TL;DR
I’m on your side. I’m not here to defend broken behavior - I’m here to get it fixed.
I got your ticket ID. I’ll take yours and check for others, stack them, and escalate them with proper visibility - and I’ll also follow up internally with Support on how we handle these “hard to reproduce” cases so we improve that part too.
It's a long read, I know. It's done with good intentions and aimed to show you that you're heard and we're fixing what's not working right.
++
Dima L
Technical Product Marketing Manager
Atera0 -
Sloppy behavior and lack of oversight in your emails to customers: 598910
1+ year of asking for real time notifications with no improvement: 600272
AI Suggestions not working on any of the pages: 595115
- I specifically brought this one up to Oshri in person at Microsoft Ignite 2025, he 'wrote it down' yet the developers only just realized a few weeks ago that it was broken. How can that be?! Shoulden't the CIO be more responsible when a customer brings a problem directly to them?
Your mobile app provides a very terrible user experience. And there is no way to 'tag' someone on an internal comment. Related ticket: 6000272
Your security-risk login algorithm is broken and locks me out all time time, being a globe-trotter: 584131
Your patching management module is bad, inaccurate and unreliable.
We've been asking for a project management module for 1+ year and there has been no advancement.
Your account management team is always in a rush, I was sent 2 inaccurate contracts within the past week by Tristan - I find this unacceptable. I feel uncomfortable on the phone with him as he's always pushing your AI autopilot product, which is useless to us.
Andrew, our CSM, is a kind individual but never checks in on us, monitors our tickets, it's like we are left out to dry even though we are paying you $15,000 per year for something with this many issues - the value proposition is just not there for me?
There are many other issues that I have with the system that I choose not to submit tickets for, like the previous commenter said. Honestly, I feel like I am wasting my time even writing this comment. Please fix Atera, it's getting worse.
0 -
Hi @ilaird
I'll study the tickets and come back to you with a more meaningful response, this might take me a couple days. The CS/Account management aspects I've already shared with the team to move things forward.++
Dima L
Technical Product Marketing Manager
Atera0 -
Hi @dima_from_atera
I reported another issue with filters in Tickets Tab inside client: #6026411 -
@joao.almada Just letting you know that the Dev team is working on the fix as we speak. I will keep my eyes on it and will update you if Dev fixes it before the official support response.
Thank you1 -
@anton Hi!
I was able to reproduce the bug in #601399
Escalated this to Dev on your behalf. This is not an issue on your side.Thanks!
++
Dima L
Technical Product Marketing Manager
Atera0
