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78 results found

  1. The Help Desk Agent must be activated manually for each device. Very inconvenient. It would be easier if you could activate the threshold value or patch / IT automation profile

    10 votes

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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!

  2. 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.

    9 votes

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  3. 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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  4. It will be very useful to be able to filter a View by HelpDesk Agent and Chat activation status

    9 votes

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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!

  5. Example: enable chat, add html forwarding if they click on helpdesk, or execute a CMD, add email to option, in case specific client needs to reach support for specific software, they might select Request help for Program A and that will open their outlook with email send to programA@support.com. Also with custom form for specific client per deployment.

    9 votes

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    Under Review  ·  Nir Gilbert responded

    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. Helpdesk agent to be translated in French

    8 votes

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  7. It would be nice if we could enable/disable the Agent Icon at the policy level, so it's not another thing I need to remember to do when I deploy Atera.

    Syncro handles this via policy, as do most other RMM's.

    8 votes

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  8. I would like the ability to change the headings for my SLA's so that they match the terminology used in my internal policies... i.e. Critical, High, Medium, Low and Service Request. This would be hugely beneficial to me.

    7 votes

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  9. 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…

    6 votes

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  10. 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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  11. This will be ideal for admins who run the helpdesk agent script for all their customers. One will be able to see who all has the helpdesk agent installed.

    6 votes

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  12. Support automatic Language so it will be displayed in OS Langauge

    6 votes

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

    5 votes

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  14. Ability to add specific required custom fields to different ticket types.

    5 votes

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

    5 votes

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

    5 votes

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  17. Ability to Brand Help Desk Agent per Customer. Some clients want the users to see the helpdsk as an internal to the company feature, and not see my name or Logo.

    5 votes

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  18. Its not a new thing, its an improvement for an existing one.
    "Hardware Temperature Monitoring"
    As a system administrator, it will be amazing to have a tool that can monitor the CPU and memory usage, but it will be even better to be able to monitor the endpoint devices hardware temperature so I could know when to acrivate the warrenty\ replace a specific hardware instead the entire pc.

    5 votes

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  19. When onboarding a new user, it's very convenient to open the Helpdesk agent and use that to create a new contact.

    It would be an improvement if there was an option to automatically assign that new contact to the customer and/or device when using the agent to create that new contact, rather than having to go to the new contact, change customer, and then assign the device manually.

    5 votes

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  20. For ex. - personal website link

    5 votes

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