4853 results found
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Have Technician Performance Reports use the Business Calendar for SLAs to accurately represent Average First Response Time
When going to Classic Reports, the Average First Response Time on tickets calculates based on a 24h clock, resulting in average first response times being 12+ hours if tickets are assigned late in the afternoon and not actioned until morning.
Please have these reports use the Business Hours inside of an SLA Calendar so they can accurately represent Average First Response times while within business hours, so Technician Performance reports give more accurate and valuable data.
6 votes -
Tickets API date range and more items per page
It would be great to fetch a lot of tickets for a given date range.
We have tools for analytics and currently have to send a lot of fetch requests to generate statistics for specified month.Please add a from and to date for the request and increase the returned items per page on the response.
Thank you very much
1 vote -
It's quite frustrating for a technician not to be able to open Atera on more than one workstation simultaneously
It's quite frustrating for a technician not to be able to open Atera on more than one workstation simultaneously. It would be nice to be able to open Atera on at least two workstations in one session, without having to disconnect from the first one each time. Let me explain: I have to go from my office workstation to my workstation in the workshop several times a day, and each time I have to close the first workstation for Atera to work properly, then reopen it when I come back.
27 votes -
If a technician deletes time entries, need to see it on the activity log
If a technician deletes time entries, need to see it on the activity log
47 votes -
Timesheet Report Sort by Time Entry Date
It would be nice to sort time entries by date (either ascending or descending) on the Timesheet Report utility so that they appear chronological and independent of the ticket grouping.
11 votes -
rename
Being able to rename the Impact types under Service Level Agreement (SLA) is critical to better utilizing this feature as the terminology there is confusing to our end-users and doesn't align with our internal requirements.
3 votes -
Notification - Internal note "notify"
When you write an internal note in a ticket, you can notify other technicians in the right field.
But, when someone places me on "Notify", it would be more effective to get a more obvious notification - A sound, pop-up box on the screen. Instead of having to look up to the right corner, which is very easy to not see and forget.This way, it would be easier to be updated on current tickets, that can need other technician's help/advice.
5 votes -
RDP Option when Splashtop fails to connect
Splashtop works great most of the time but every once and a while, no matter how many times you try, it fails to connect. RDP as an option under "More Tools" would save the day. This is available in other RMM providers and works wonderfully.
6 votes -
add an X to search fields so I don't have to swipe to highlight and delete every time.
Please add an X to all your search fields so I don't have to swipe to highlight and delete every time. we use this constantly and it's super annoying.
Thank you!!!
2 votes -
Zoom
Many companies use Zoom Workplace - it would be nice to see more phone system support options - even if generic SIP functionality. like 3cx or whatever.
We just want to see how our VOIP systems are working.2 votes -
KB Text Editor
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 -
Internal notes
It would be useful to be able to keep the internal note at the very top of the ticket just beneath the most recent message.
Also if we could use the same note/notepad for each internal note entry created.
It's very frustrating having to scroll through the entire thread just to compare an internal note that was created at the beginning of the ticket.
It would also help other technicians reviewing the tickets to be able to see all internal notes a tech created in a ticket. It gives them a quick recap of the troubleshooting process that was taken…
1 vote -
Alphabetized Knowledge Base
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 -
Alert on system desync with assigned tech when changing
We frequently have new tickets come in where one of us takes the ticket and then the next tech assigns themselves very shortly afterwards, as they see it as unassigned still.
There should be a way for the system to notice the tech sees it as unassigned but the backend system is changing it from a user to another user and trigger an alert or stop the action.This causes an issue with when the first tech to grab the ticket has it disappear from their queue and it ends up in the other tech's queue instead. THis is particularly…
1 vote -
Threshold Hysteresis
When disk space goes over my 80% threshold I get a warning, that's great. But 79.999% doesn't constitute "Resolved", I'd like to set the hysterises level (say to 5%, it's defacto 0% right now) so the warning comes in at 82% and is considered resolved at 78%. By adding this degree of hysteresis, the flood of Alert Problem / Alert Resolved messages is reduced.
1 vote -
scheduling
All engineers to be scheduled for Install or onsite visits
creating a work ticket for the work and adding it into their diary - (Atera Diary)1 vote -
splashtop chat intergrate to a ticket current and if no ticket , as well as have a chat row in a ticket as no comunication can be logged
Currently, when using splashtop and chatting, the agent has no fallback of what was discussed. It would be great if you could integrate that into a current ticket, or if there is no ticket, create that for a new ticket as well. Also, tickets have a tab that can be listed as chat as an example
1 vote -
Add a billing account for invoicing that syncs with Quickbooks as it is different than the Atera primary contact.
Add/allow a billing contact for invoicing that syncs with Quickbooks as it is different than the Atera primary contact. When invoices are created and exported the invoice in Quickbooks is assigned the Atera Primary contact which is purely technical. Need the ability to add a billing contact so the invoices are emailed to the correct person from Quickbooks and I don't have to change it in Quickbooks every month. Tedious...
4 votes -
Functionality to create automatic maintenance schedules
Currently there is no option to create schedules where devices automatically go into, and out of, maintenance mode where no alerts are generated. This would be extremely useful as we have regular patching windows, client requested maintenance windows, etc where we need to make sure that no alerts are created. Thank you.
8 votes -
Calendar Integration for Scheduled Tickets
Scheduled Tickets don't seem to have the ability to add a calendar entry because the calendar integration appears to only work for live tickets - which is kind of annoying because something scheduled in the future is VERY useful to have in ones Calendar!
What would be INCREDIBLY useful to our business would be if we could do Scheduled tickets which we could create a calendar event for as part of the ticket scheduling, so we can see scheduled tickets in our Outlook Calendars rather than only on the scheduled ticket page - stops a situation where we double-book ourselves…
4 votes
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