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80 results found

  1. Ticket splitting

    Sometimes a user-generated ticket has multiple issues and each one may be handled by a different support agent. Allow splitting of a ticket either into two separate tickets, or allow the creation of sub-tickets that can be separately assigned.

    10 votes
    1 comment  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  2. More than one device per user

    We have several cases when users have 2 or more devices they use. We need the ability to attach the same user to more than one device. Some have desktops and laptops.
    Some have desktops at more than one location.
    The to have to associate an email is a hindrance as well - or the helpdesk Icon goes away.

    26 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  3. Splashtop SOS - Make it part of the subscription

    Please make splashtop SOS part of the subscription rather than marketing the option and needing to go and buy it, even if it is an example included in the top two options and discounted pricing for the other tiers rather than needing to pay full price, where Atera can get bulk discount and save everyone money

    4 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  4. Email notification when agent is installed

    We would like to get an Alert via email when a new Agent has been installed on any of the customers.

    Some Customers install agent by them self therefore we need this notification.

    26 votes
    4 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  5. Ticket Widget

    Hello,

    It would be great if the ticket request could be simpler for end users, a form should open via a pop-up and not via a web page with a request to connect to the customer area. That would be much simpler and more ergonomic.

    1 vote
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  6. Helpdesk Agent Features

    Allow tickets to be created from the helpdesk agent, Not requiring a redirect to the customer portal. When the user clicks "Open Ticket" put a pop-up in the middle of there screen that displays the ticket request. Allow then to capture their screen from it as well. Being able to upload files directly from there and gathering a report of the computer and attaching that to the ticket would be a great add on aswell.

    8 votes
    1 comment  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  7. Fix Chat

    This could be really useful but there are a number of problems that are preventing us from using it:

    Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

    Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify…

    12 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  8. Helpdesk agent to be translated in French

    Helpdesk agent to be translated in French

    15 votes
    2 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  9. Split AI tool from agent and portal

    Split AI tool from agent and portal. Portal tool is useful for users but agent AI is bothering users. The all or nothing only option means we have to turn AI off altogether and lose the portal generative AI option that is helpful.

    4 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  10. Timezone

    Able to restart/manage agents based on the workstations time zone since WFH is more common and some users are not in the same zone as the main office.

    2 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  11. Customize Right Click Menu

    We should be able to Customize the Right Click Menu of the helpdesk agent. Other RMM solutions support this feature and Atera should as well. This can be make or break for a lot of MSPs

    34 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  12. PAM - privilege access management

    Would love if you could integrate a privilege access management feature like Auto Elevate.

    4 votes
    1 comment  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  13. Helpdesk agent install automatically when Atera agent gets installed

    I want the helpdesk agent to get enabled automatically on the agent upon installation

    35 votes
    2 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  14. Helpdesk agent to be translated in German

    2 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  15. Using splashtop to external agents/users

    We need to use splashtop not only for our domain and registered to atera users but also to our external on their own devices.

    How is this possible ?

    2 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  16. shortcut

    Customize the default shortcut Ctrl + F12 to post a ticket

    2 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  17. OS Notifications from Chat

    I would like to start using the Helpdesk Agent chat function but am hindered by its limited ability to notify me of chat requests. Notifications only appear on the Atera portal page. So, if I am not looking at that page (which is most of the time) I will not be aware of the request and then end up having a customer who is annoyed by my lack of response. Having chat notifications pushed from the browser to the OS would solve this problem. 

    2 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  18. ai sumup in french

    If a ticket is written in FRENCH, is it possible to have the IT sum up in the same language, please ? :)
    Greeting

    5 votes
    1 comment  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  19. ChromeOS agent

    ChromeOS port of the agent for chromebooks and other devices running chromeOS.

    Would be useful for schools and to support businesses with not enough money to afford windows/mac laptops.

    26 votes
    4 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?

  20. ChatGPT (GPT-3 Engine) on Native Chat and/or Microsoft Teams

    Having the option for customers to ask basic questions using the ChatGPT model (either using the native Atera chat or Microsoft Teams (Even better!)).
    I would love to have the option to restrict the level of complexity that is provided to the person requesting the chat, as well as a "second-tier" that either transfers the chat to a real human that shows online, or automatically generates a ticket on behalf of the end user.

    13 votes
    0 comments  ·  Helpdesk Agent  ·  Admin →
    How important is this to you?
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