Ideas and Feedback

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  1. Create your own branded mobile app so your customers can create and manage ticket communications (via Customer Portal) right from their mobiles.

    250 votes

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    Under Review  ·  0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  2. The ability to customize the design and layout of your customer-facing portal including fonts, colors, and text, with the ability to hide ticket fields.

    155 votes

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    Under Review  ·  15 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  3. 101 votes

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    10 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  4. Currently we use ITARIAN, which allows us to rename and install the agent using our company name, this appears in the start menu and add or remove programs as our company name, this help avoid customer uninstalling by mistake if they don't know what the software is.

    90 votes

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    3 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  5. Bigger space to add notes for proper documentation.

    40 votes

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    2 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  6. It would be nice that since we are already syncing contacts on customers to Azure AD, that the contact's password, for access the Customer portal also synced. SSO for the customer portal would be awesome.

    6 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  7. On the Customer Portal, it is confusing for a customer when viewing the list of "Closed" and "Resolved" tickets, that still say "AWAITING CUSTOMER RESPONSE" or "AWAITING TECHNICIAN RESPONSE".

    Please set these statuses to "CLOSED" or "RESOLVED" so as not to be confusing.

    34 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  8. A way to resend a customer the portal welcome email, without deleting the contact and re-adding.

    7 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  9. Entering licensing information into atera, you would have an option to remind you before the license would expire

    3 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  10. It would be great if we could upload our own certificate so customers can see portal.customername.com and still use SSL.

    23 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  11. Would love to be able to have the option to whitelabel our own servicedesk URL with appropriate certificates instead of having a xxxx.servicedesk.atera.com URL.

    16 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  12. Show ticket time entries also on the customer portal. Now the client can go to the customer portal and only see the tickets, but can't see what time is used to solve a problem or requist.

    7 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  13. Allow customers to access their own passwords. I.e. Log into the portal to access their email password if forgotten.

    15 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  14. Some of my customers have asked if there is a way to whitelist their portal access to their company - instead of showing my company. These clients are co-managed customers. It would just be less confusing for their end users. Along with this - the ability to setup the support@clientemailaddress.com as the address for them to submit trouble tickets - and it be attached to their customer / client profile - for ticket submission.

    23 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  15. A lighter-weight option for the customer portal. No login required, just a form that when submitted creates a ticket. Prompt user for their email and a brief description of the issue

    Allow the user to register for full portal access after submission if they desire

    1 vote

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  16. I would like to be able to send a formatted email from Tickets and Devices. A button that says "email article" shows a popup of all articles. I can then select the article I want to send. The EMail subject would default to the article title and the email body set as the contents. It would also be nice to allow a Textarea box allowing me to put in a personal note to the contact. Make sure styling separates the personal comment and the article.

    2 votes

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  17. It will be nice to allow customers to generate timesheet reports from the customer poral. Or have an option to automatically export timesheets to Quickbook or any other accounting software.

    Exporting and adding timesheets to invoices every month is exhausting!

    1 vote

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  18. Users logging into the Customer Portal are presented with all of their tickets by default. So Resolved and Closed tickets show, which has been confusing my users as they wonder why they have so many open tickets.
    The default view should either be controllable/customizable, or only show open/active tickets, with the ability to modify filter options to show closed/resolved tickets.

    1 vote

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  19. If it's possible to give your customer the ability to do some customization on the Ticketing portal like add some filed and hide some others, change the name of the portal and also the ability to change some existing option related to the tickets priority and impact.
    The format that you have on the portal is really general and it will be really appreciated if each customer could tolerate something fit his business.
    I hope to hear back from you and wish to have this ability in your next builds.

    Thanks

    Dani Farah

    2 votes

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  20. Just as a customer can CC others on an emailed ticket, they should have the ability to CC additional people when creating a ticket from the Customer Portal

    19 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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