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  1. When building out our knowledge base (KB) on Atera for the AI assistant to pull from I have noticed that it will sometimes pull an answer from the internet that I do not want instead of checking for a KB article on the topic first.
    It would be very helpful to better customize the AI assistant's answers if there were an option to force the AI assistant to review the KB every time before answering.

    11 votes

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  2. For the love of god put a Create Ticket button on the ticketing portal. There's only 2 things on this screen knowledge base and tickets. More than likely this person is on the tickets screen to put in a ticket. Place it at the top or above the categories for easy access. It's confusing that people have to click Tickets, to make a ticket when they are already on the tickets screen. It's just an unnecessary step.

    2 votes

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  3. All options for the portal should be under one admin section. At the moment the default options for tickets seen and other items are under "Account Settings" I feel all customer portal options should be under "Customer Portal" including customisable options.

    8 votes

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  4. Please can Atera consider allowing SSO with Azure AD on all plans (or Expert and above perhaps?) so that our users (who are very familiar with the big Microsoft Log In Button and use it for other systems they use) can use it to log in?

    Most modern web applications have this feature built in / available as standard and seems a little unfair that we need to be Enterprise level to have this feature available to us. (We are using IT Department Expert Plan) Thank you!

    Even a particular unnamed open source and free ticket system has the ability…

    32 votes

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  5. I would like the ability to use Markdown when creating a Knowledgebase article.

    3 votes

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  6. Allow the knowledge base to have separate categories for each department. (I.E. accounting software articles for the accounting team only) To ensure there is no unnecessary confusion for end users!

    6 votes

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  7. I am currently on the growth plan and am a bit peeved. It's ridiculous that I am able to set up a custom domain, and on that page, there is no mention that an SSL requires me to upgrade the plan. There is literally zero point in having a custom domain that is not SSL encrypted so having it as an option for Non-applicable plans is idiotic.

    8 votes

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  8. When I go in to create new categories for the Knowledge base they are nicely sorted. When I create a new KB it's completely unsorted with no categories. It's a PITA to find the selection I want. It would be super useful to have the category and selection just like the ticketing system. Please fix this!

    4 votes

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  9. Could you please fix the text editor when creating knowledge base articles.

    I have to create the article in a word document and then copy and paste it into the text box for creating articles.

    Half the time it still distorts my text and font after copying and pasting.

    Atera is great for the most part but this really makes me not want to create KB articles and I have to create articles, I am a Document Queen!
    ..Please make my life less stressful and fix this.

    1 vote

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  10. Would be great if it automatically alphabetized the knowledge base categories. It would make looking up important information a lot quicker than having to scroll up and down constantly trying to find an article, especially when your kb has a huge amount of info articles

    1 vote

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  11. On service portal, clicking on "Forgot password" or "Access using activation link" the customer receive an e-mail in english and not in the localized language as customer portal (italian in my case). Give the possibility to customize the email text.

    1 vote

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  12. SSO for the customer portal should be a standard feature. Apparently, it is only available to the Enterprise Level Subscriptions which is very expensive and offers a lot of features that are not as necessary as SSO.
    Please ATERA make that available to all

    3 votes

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  13. Data Portability needs to be prioritized. The Knowledge Base needs to have the ability to bulk export all the knowledge articles we create. I can't trust using a service if there isn't an easy way to get our data out when needed.

    3 votes

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  14. Allow us to add embedded iframe links into articles

    1 vote

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  15. The order in which Knowledge Base Categories are displayed in the Customer Portal is not the same as in the Knowledge Base itself.

    Alphabetical in the Knowledge Base; is apparently no longer alphabetical when you access that Knowledge Base through the Customer Portal.

    It would be nice that the display of Categories via the Customer Portal is also alphabetical.

    7 votes

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  16. Have ability to send customers to the "Login using Activation Link" instead of the "email / password" option. Customers could bypass clicking the "Forgot Password" link.

    11 votes

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  17. Currently, only power users and enterprise users can use this feature! None of the browsers will allow downloading the agent from the HTTP links anymore and constantly give alerts to the customers that the file they downloaded might be harmful to their system. Please allow this on the lower tiers as well.

    5 votes

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  18. Please give us the ability to create more levels in the knowledge base than categories/sections/articles.

    It's difficult to structure a whole company's knowledge base with just these 3 levels.

    6 votes

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  19. The customer portal logo is currently getting deformed as the size of the box is not the same as what we are supposed to upload 100*200. Can you please fix this?

    3 votes

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  20. It would be extremely helpful to update the search function in the Knowledgebase to be more akin to the ticket filtering. Including various field variables that the user can set to filter various knowledgebase articles.

    Client \ Who created \ Date created by \ Subject Tag \ etc..

    Doing this would make searching through the knowledgebase for relevant articles a great deal easier.

    2 votes

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