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78 results found

  1. The Helpdesk Agent chat notification noise sounds terrible. There should be an option to change it.

    5 votes

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  2. i will like atera to implement a feature to allow a pop message to appear in the centre of the screen for all clients at ones, the reason for that would be so ones a month i could update all systems without worrying that work was left unsaved, this way i could schedule a popup window with a signout button on it, and the message will read, Your IT is running updates overnight please save your work and click sign out at the end of your workday.
    the message can only disappear when sign out is clicked, i should then…

    10 votes

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  3. What do you think of the current Helpdesk Agent (the Taskbar icon feature on your customers' devices that lets them open and manage tickets)?
    How would you improve it and what (if any) features would you add?
    Let us know

    328 votes

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  4. Granularity of control of where Splashtop is installed.
    Instead of All On or All Off for everyone, allow to choose on a per agent, or at least a per customer basis.

    4 votes

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  5. Hello! I was wondering if it would be possible to point our AI agent at our own website to have it base its tone off our existing writing so that it interacts with end users with the same tone and verbiage that we use.

    2 votes

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  6. Allow the ability to transfer tickets when the option for "view all tickets" is unticked within the admin portal. This would help with 1st line passing on to 2nd line etc.

    2 votes

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  7. Since the default is disabled, there should be a way to see if it is enabled in the GUI without having to use a script or something of the like.

    Or have a global setting to "Enable" it by default so that you don't have to configure each machine.

    1 vote

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  8. We need to be able to generate a report of remote access to devices broken down by technicians and connection time (start/stop). This would be invaluable from a billing perspective and to prove to clients that may have issues when we are actually working for them.

    6 votes

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  9. It would be good if a ticket were created automatically each time a computer was requested to be shut down, from the helpdesk.
    This would allow for a more detailed history of actions on each computer.

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  10. Activate the chat function for all devices is not possible at the moment. Please change that.

    12 votes

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  11. It's too easy for a user to exit the HelpDesk Agent. We would like the ability to "lock" the app. Have a setting in Atera/Customer, that would either grey out the word Exit, or if they clicked it a message would pop-up saying, this feature has been disabled by your administrator.

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  12. 1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  13. What attached system information can help you solve support tickets, opened via the Atera Helpdesk Agent, faster? CPU, memory, network info, anything else?

    258 votes

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  14. Automatic authentication of first time users of the Helpdesk Agent. I will get a lot of pushback when introducing the new ticketing process because users will have to register, receive a code via email and enter it into the agent's form. In an industrial environment, this is asking a lot. There should be a way to deploy the agent to all workstations and have Atera poll the domain controller (via LDAP?) so that it pulls the credentials automatically.

    This is by far the best way to introdice the new support portal. And that technology is not new. You would simply…

    3 votes

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  15. Have the ability to cc other users in the ticket on the customer helpdesk agent

    5 votes

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  16. Is there a way to check the Windows event log and notify us if a defined event is logged?

    example: notify us if a computer crashes with a bluescreen or if there is a bad sector in the drive

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  17. When creating an agent installer for an end customer the URL which is generated is with https://app.atera.com/ but it also works with https://custom.cname.com/.
    It would be nice if the download URL is automatically changed with this custom cname. This would improve the customer experience.

    13 votes

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  18. Be able to change the default behaviour of AnyDesk (the others too)

    Example: check the default "Lock the workstation at the end of the session".

    9 votes

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  19. I think its a good idea to add support for a RMA future within Atera, beside the helpdesk/ticket.

    3 votes

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  20. issues to run the Atera msi install for device CSI-BNE-WIFI

    1 vote

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