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4918 results found

  1. I have different status categories set up to keep me on track. But if I am waiting on a part, it will impact my ticket times, especially if the vendor doesn't have it in stock. My ticket can sit in queue for weeks and then my average time to close can be days when it's normally under 2 hours.

    Can we create a status that will stop the clock on the ticket averages?

    2 votes
    0 comments  ·  Tickets  ·  Admin →
    How important is this to you?
  2. On a specific device, under the manage menu, make hi-lo filters for the Task Manager. Sort CPU and Memory by highest or lowest values.

    2 votes
    How important is this to you?
  3. it would be very useful to send an email to all technicians when a new ticket is created. This would come in handy when tickets are not auto-assigned. That way the next available tech can accept the ticket or wait for someone with more knowledge of the issue to take the ticket.

    3 votes
    0 comments  ·  Tickets  ·  Admin →
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  4. Integrate in the ticket system the ability to easily and if possible automatically escalate tickets to third party companies like internet providers or hardware suppliers.

    3 votes
    0 comments  ·  Tickets  ·  Admin →
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  5. often need to reset and or lock/unlock AD user account.
    A module to connecto to AD would make it so practical.

    Disable account
    Reset Password
    enable expiration
    require password change
    Member

    49 votes
    How important is this to you?

    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!

  6. Add the ability to customize the email subject and body for an alert.

    Now it has a very general subjects hard to skip through emails.

    57 votes
    3 comments  ·  Alerts  ·  Admin →
    How important is this to you?
    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!

  7. Currently via the Ticket tab and ticket filter, when selecting 1 particular day, the filter shows zero results, two days need to be selected to show results, in turn, tickets for the two days are displayed.
    Can the config be changed to allow 1 day to be selected?

    1 vote
    0 comments  ·  Tickets  ·  Admin →
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  8. Ability to exclude some agents/type of device from profiles (threshold/IT). Right now I have an IT automation profile that I want to assign to all my devices besides for my server. I need to remove those profile one by one on those agents. It takes too long.

    1 vote
    How important is this to you?
  9. Wants ability for main contact of one site to be able to see all tickets from all sites on the service portal.
    (CTO for ex wants to be able to see all tickets opened by the various sites)

    2 votes
    0 comments  ·  Tickets  ·  Admin →
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  10. Currently, the Apple Mac agent is not uninstalled, when a device is deleted in Atera.
    Deleted devices keep popping up as new devices.
    This is a no-go, especially when a service contract ends. There has to be a simple solution for uninstalling Mac agents automatically .

    36 votes
    0 comments  ·  Agent  ·  Admin →
    How important is this to you?
    Under Review  ·  Nir Gilbert responded

    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!

  11. In many cases, the auto tag feature is very helpful. However there may be a specific software or item that results in a lot of tickets from users that don't fall under a auto tag. It would be great to create a custom tag, but also have the custom tag act as an auto tag.

    For Example: WireGuard is an application my organization uses for VPN services. We can create a custom tag named "VPN" and create a rule where the AI will scan for keywords such as "VPN" or "WireGuard" in order to auto tag it.
    Then in ticket…

    3 votes
    How important is this to you?
  12. The current Mac agent installer script downloads the installer into the CWD and runs the installer from there. After installing, it does not delete the Atera installer. I request the installer script be modified to download the installer into the /tmp directory on the Mac, run the installer from there (by adding the flag "-pkg /tmp/AgentInstaller.pkg" to the installer command), and add a "rm '/tmp/AgentInstaller.pkg'" to the end of the script.

    2 votes
    0 comments  ·  Agent  ·  Admin →
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  13. Would be nice to migrate Freshservice tickets into Atera.

    2 votes
    0 comments  ·  Tickets  ·  Admin →
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  14. Standard contracts are often used at MSPs, with standard rates. But the ability to differantiate the prising for varies sizes of customers via discount is important. It would ease the administration of a huge amount of custom rates. The customer think it is important to be able to see the discount on the invoice.

    The discount could be a persentage as with "Products & Expenses"

    5 votes
    0 comments  ·  Billing  ·  Admin →
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  15. It would be nice if Adding tasks/notes to Microsoft To-Do would open a corresponding ticket in Atera. As well as update that ticket with any other notes and close it if someone completes the task in Microsoft To-Do.

    9 votes
    0 comments  ·  Tickets  ·  Admin →
    How important is this to you?
  16. Atera agent can install Webroot through the "add-on's" tab for Windows machines.

    When is Atera going to add Webroot for Mac computers via "add-on's" Tab.
    I have a few Mac computers I manage and it would be nice to have this feature offered.

    2 votes
    0 comments  ·  Webroot  ·  Admin →
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  17. Hi, It would be interesting to add DNSFilter (https://dnsfilter.com) as an integration within Atera. Thank you.

    5 votes
    How important is this to you?
  18. Ability to filter machines in a folder view to shown offline machines only.

    2 votes
    0 comments  ·  Customers  ·  Admin →
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  19. Customizable sound for Alerts

    2 votes
    0 comments  ·  Alerts  ·  Admin →
    How important is this to you?
  20. When I open up a customer and go to their tab for tickets, by default it only shows 'open' and 'pending'. We also use a custom status for projects, and it can be disorienting when you're trying to find a ticket you know they have (and they've got like 40 alone) but a lot of them aren't showing up because you didn't check off a checkbox.

    It would be nice to be able to pick which fields show up there automatically, in case you use a custom field for tickets like this.

    3 votes
    0 comments  ·  Tickets  ·  Admin →
    How important is this to you?
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