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Ideas and Feedback

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5041 results found

  1. It would be useful to see when another engineer is looking at the same ticket as you, and potentially even show when they are typing. This prevents replying to the customer twice and potentially confusing them if someone has already done the work/replied.

    I have seen this feature in other helpdesks such as FreshDesk, for those who have remote workers this would be very useful

    11 votes

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    0 comments  ·  Dashboard  ·  Admin →
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  2. Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.

    20 votes

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    5 comments  ·  Tickets  ·  Admin →
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  3. Filter by empty customer field: i would like to be able to filter the device view by a certain custom field that is empty (n/a).

    4 votes

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    1 comment  ·  Devices  ·  Admin →
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  4. Clients are security conscious, the small splashtop "user has logged in" bottom right corner of the screen often goes unnoticed and clients freak out when the mouse starts moving.
    Please allow the splashtop chat or something similar to teamviewer showing that a user is currently logged in to prompt something that we have logged in that's obvious for the user to see.
    Currently I've bound a script to a mouse button and manually click chat every time I log in so clients don't get paranoid I can silently log in.

    14 votes

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  5. Under device, it would be nice to see under "contact" : assign contact for those devices that are not properly assigned. Would be easier to assign it there.

    Makes it easier and smoother to assign it there if it's missing

    2 votes

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    0 comments  ·  Devices  ·  Admin →
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  6. Auditor report is not not entirely translated. All reports that are sent to our clients needs to be translated. For us, its okay but if we send it to customers it needs to be properly translated.

    2 votes

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    0 comments  ·  Reports  ·  Admin →
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  7. According to the time of day the ticket is opened, could that automatically choose a billing date from the contract? If job is done after 5 PM, will it be possible to have a specific rate. I know I can manually change it but it would be nice to have it automatically

    2 votes

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    0 comments  ·  Tickets  ·  Admin →
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  8. SNMP: we didn’t continue using it because we had to set the MIBs for each point. I can’t just paste the MID. I still have to create the monitoring points manually. I can’t add odd all of them. If it would paste the link, the monitoring would download. All the providers those links so it would be much easier

    2 votes

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    0 comments  ·  Devices  ·  Admin →
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  9. Invoices sent to customers should also be able to come from the customized SMTP settings

    3 votes

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    0 comments  ·  Billing  ·  Admin →
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  10. The ability to deploy Atera agents using the custom network option in Network discovery

    6 votes

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  11. I would like to simply be able to see the total number of patches that were applied to a customer over a specified period of time. This number would be used for monthly reporting to customers to show value.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  12. Integration with Invoice Ninja https://invoiceninja.com/

    1 vote

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  13. It will be useful to have the ability to generate a report per client with all the tickets activity in the last week/month

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  14. Right now I can only see about a week of monitoring history for TCP, HTTP, SNMP, and Generic devices. I'd really like to see more data than that - at least enough to see trends over the course of a year or two. I'd also like to be able to report on this info.

    9 votes

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    0 comments  ·  Dashboard  ·  Admin →
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  15. It would be neat if we could post an announcement or other service information intended for technicians that would display at the top of Atera as a banner

    7 votes

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  16. The ability to filter for "Availability Monitoring" enabled/disabled in the device list.

    6 votes

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    1 comment  ·  Agent  ·  Admin →
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  17. It would be nice if the disabled Remote Access tools would be hidden for all technicians. We only use Splashtop and Teamviewer, but the list always shows all the available tools, even if disabled.

    2 votes

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  18. CCleaner would be a great addition!

    8 votes

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  19. The current process for adding time to tickets is not very efficient.

    1. The automatic timer model doesn’t work very well for in-house IT Departments as we often have people coming into our office asking for help or stopping us in the hallways asking for help so the automatic timer setting doesn’t work as time gets skewed.
    2. The process for adding manual time is slow as we have to click on the Add time button, wait for the page to load and then add time in an annoying format of HH:MM:SS.
    3. A faster solution would be to have a drop down…
    1 vote

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    0 comments  ·  User Interface  ·  Admin →
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  20. Possible to put an Export Button for Recent Process report?

    7 votes

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    0 comments  ·  Reports  ·  Admin →
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