68 results found

1. Ticketing: Customer-specific Custom Fields

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

   11 votes

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   2 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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2. splashtop

   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.

   10 votes

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   1 comment  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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3. Ability to deploy Helpdesk agent with specific parameter.

   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.

   10 votes

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   0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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4. 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.

   9 votes

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   1 comment  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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5. A report that will tell us how many devices have the helpdesk agent installed.

   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.

   9 votes

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   0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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6. Be able to change the default behaviour of AnyDesk (the others too)

   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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   0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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7. Add HelpDesk Agent and Chat to the View Filter

   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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   1 comment  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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8. Ability to cc users in Helpdesk Agent

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

   8 votes

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   0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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9. Chat

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

   7 votes

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   1 comment  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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10. Remote Access Time Tracking

    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.

    7 votes

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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11. Ability to Brand Help Desk Agent per Customer.

    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.

    6 votes

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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12. PAM - privilege access management

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

    5 votes

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    1 comment  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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13. Auto install default remote with Agent

    Maybe this is a bug, but I notice on the Android Mobile app (using a fully updated Google Pixel 6a) if you have not run the remote connection from a PC initially, the option to Connect on mobile is greyed out. After connecting at least once to trigger the install it works on mobile as expected.

    Maybe this is how it is supposed to be, but it would be nice if the default remote got installed fully when the agent does. Often times when out remote and installing new agents, it is nice to quickly verify full connectivity from mobile before leaving site without having to check from a desktop/laptop first. Perhaps there is a script that will automatically do this (we use Splashtop RMM as our default)

    Maybe this is a bug, but I notice on the Android Mobile app (using a fully updated Google Pixel 6a) if you have not run the remote connection from a PC initially, the option to Connect on mobile is greyed out. After connecting at least once to trigger the install it works on mobile as expected.

    Maybe this is how it is supposed to be, but it would be nice if the default remote got installed fully when the agent does. Often times when out remote and installing new agents, it is nice to quickly verify full connectivity from mobile… more

    5 votes

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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14. 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

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    1 comment  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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15. new contact

    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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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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16. Multilanguage Support

    Support automatic Language so it will be displayed in OS Langauge

    5 votes

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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17. Add links to the helpdesk agent icon

    For ex. - personal website link

    5 votes

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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18. 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

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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19. RMA - return merchandise authorization

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

    4 votes

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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20. Automatic authentication of support users

    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 link Atera to the domain controller once and then it would authenticate users automatically. No MFA required and users are always authenticated without any involvment on their part. And that would apply to any user on any workstation. Many users are roaming from one PC to another and should not have to setup anything in order to open a support ticket.

    Same thing for the web portable BTW. There should be a way for the users to be authenticated automatically... but that could prove harder to pull-off with a web-based tool.

    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… more

    4 votes

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    1 comment  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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