5028 results found

1. Fix Chat

   This could be really useful but there are a number of problems that are preventing us from using it:

   Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

   Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify the customer when a technician posts a note to the ticket. I opened to support ticket for this and was told that it is normal behavior for tickets opened from chat sessions. So apparently, this is a design flaw that needs to be fixed.

   The chat mechanism is slow and unreliable. When a customer invokes a chat session by right-clicking on the Atera Helpdesk Agent, it takes about 10 seconds for the chat window to appear. Sometimes right-clicking and selecting chat produces no response and the customer has to restart the computer to get it working again. Once the chat window appears it sometimes has no text box for the user to type in a message. About 30% of the time a chat request fails to connect even though a technician is available. Sometimes the customer chat window shows connected when it is not. When this happens, the technician chat window shows a perpetual "Connecting" status, and messages entered by the customer are never delivered to the technician.

   This could be really useful but there are a number of problems that are preventing us from using it:

   Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

   Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify… more

   12 votes

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   0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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2. Audit Logs not showing Atera Scripts being deleted/created/modified

   Show logs of Scripts being created/modified and deleted in Admin>Audit Logs.
   I have tested this and it does not show in Atera which is very inconvenient.

   18 votes

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   1 comment  ·  Admin & Core  ·  Delete…  ·  Admin →
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3. Alert panel on device dashboard

   The Alerts panel on the device dashboard currently is pretty useless. It would be nice to see some context beyond "2 potential CVE(s) detected" or "1 unmonitored device(s) have been detected. Atera's issue is that you have to jump to so many different dashboards just to get basic information. It would also be nice to see a remediation path on the device itself for the detected CVEs

   3 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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4. Suspend Bitlocker during reboot which has been initiated by Atera

   On especially laptop's we have enrolled Bitlocker with extended passphraseduring boot which means that as soon as the laptop passes bios it will ask for the passphrase/key/pin.
   MS self bypasses this during an upgrade but it would be nice if we could implement this feature (selectable) so that on patch reboot we don't have to call the customer to ask him to enter the password to continue working on the device.

   https://learn.microsoft.com/de-de/previous-versions/windows/powershell-scripting/jj649830(v=wps.630)?redirectedfrom=MSDN

   4 votes

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   0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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5. Deactivate Customer Account

   It would be helpful to be able to deactivate a customer's account instead of only being able to delete them (subsequently deleting all of their history, tickets etc.).
   At present it is only possibly to deactivate the contacts under that customer which doesn't help with customer management as it leaves a long list of customers which is no longer current.

   4 votes

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   1 comment  ·  Customers  ·  Delete…  ·  Admin →
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6. Accessible satisfaction Survey

   Currently, Atera's satisfaction survey system lacks accessibility features, particularly for visually impaired users. When a ticket is resolved, Atera sends out a survey, but blind users are unable to interact with it effectively using screen readers. Key issues include the lack of attributes announcing survey options like "Very Poor," "Poor," "Matched Expectations," "Great," and "Super," which are identified only as "Blank." Additionally, attempting to click on these options does not launch the survey in the web browser. Furthermore, the web version of the survey also presents accessibility challenges.

   We request the implementation of comprehensive accessibility features within Atera's survey system. This includes ensuring that survey options are properly labeled for screen reader compatibility and enabling seamless interaction with the survey interface for users with visual impairments. Additionally, improvements to the web version of the survey to address accessibility issues are essential.

   Currently, Atera's satisfaction survey system lacks accessibility features, particularly for visually impaired users. When a ticket is resolved, Atera sends out a survey, but blind users are unable to interact with it effectively using screen readers. Key issues include the lack of attributes announcing survey options like "Very Poor," "Poor," "Matched Expectations," "Great," and "Super," which are identified only as "Blank." Additionally, attempting to click on these options does not launch the survey in the web browser. Furthermore, the web version of the survey also presents accessibility challenges.

   We request the implementation of comprehensive accessibility features within Atera's survey system.… more

   7 votes

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   1 comment  ·  User Interface  ·  Delete…  ·  Admin →
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7. Sheduled Reporting for Network Discovery scan

   We would like to have the option for scheduled reports for the network discovery reports with potential CVE data rather than having to manually download the data every time.

   4 votes

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   0 comments  ·  Network Discovery  ·  Delete…  ·  Admin →
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8. Allow More White Label Options

   Atera just updated their branding. The new logo looks great but now my custom white label options are ruined because nothing matching hot pink and I have no way of changing that.

   Please allow us to customize some of the accent colors so we can continue using our custom white label UI.

   435 votes

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   3 comments  ·  Admin & Core  ·  Delete…  ·  Admin →
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9. auto remove device after inactivity

   It would great to have rules for devices to be auto removed from the RMM after X days/months of Inactivity

   8 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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10. Ability to Mark as resolution after saving the note

    When entering an internal note, we currently have the option to 'Mark as Resolution.' It would be beneficial to also have the ability to mark notes as resolutions after saving them.

    Often, we require the end user to confirm the success of a fix or patch to the ticket. It would be helpful to save notes detailing the fix or patch and then designate the note as resolution once confirmed by the user

    3 votes

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    0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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11. Possibility to restrict API Access from defined IP List

    Possibility to restrict API Access from defined IP List in https://app.atera.com/new/admin/security
    A simple checkbox can improve security to prevent access from not allowed IPs if api is used for internal purposes only.

    3 votes

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    0 comments  ·  Security  ·  Delete…  ·  Admin →
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12. Network, disks and processes graphical information

    Right now when you go to one of your servers or clients you will see a graph with the average CPU and Memory usage.
    It would be great to have additional graphs for disk and network related statistics.
    The things I'm thinking of immediately is a graph to show me the history of diskspace. It would be great to see that 14 days ago i had 100GB in use and today i have 120GB in use. Other things could be maybe IO and reads/writes
    And for network it would be great if I could see that 2 days ago interface XYZ was using 300mbps for 3 hours and then it dropped back down to 3.

    Additionally i would be great if the graphs had an option to split it up into processes. I want to be able to see that process X has been using a lot of memory at night and drops back down during the day. Rather than just seeing a graph that shows overall memory usage because often that doesn't tell you a great deal of what is going on.

    Right now when you go to one of your servers or clients you will see a graph with the average CPU and Memory usage.
    It would be great to have additional graphs for disk and network related statistics.
    The things I'm thinking of immediately is a graph to show me the history of diskspace. It would be great to see that 14 days ago i had 100GB in use and today i have 120GB in use. Other things could be maybe IO and reads/writes
    And for network it would be great if I could see that 2 days ago interface… more

    3 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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13. Add hard disk metrix in the dasboard

    Please add hard disk metrix in the dasboard like the cpu & ram

    9 votes

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    0 comments  ·  Dashboard  ·  Delete…  ·  Admin →
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14. Move all monitored devices by one click onto another device

    We do monitor a lot of network devices by one server in each customer network. When that hardware will be replaced we have to move the monitored devices onto the new hardware server/agent. it would be very handy to move all monitored devices via bulk from on server to another one... and not one by one...

    6 votes

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    0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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15. Add more agent to a specific contact

    Hi, I need to assign different agents to the same contact but I can't find how to do it. Let's imagine a scenario in which a specific contact has an Apple computer, a windows desktop computer and a windows notebook. Currently the tool only allows you to connect a user to only a computer.

    6 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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16. Cynet Elite

    I am writing to express my interest in the recent addition of the Cynet app to the Atera platform. However, I have noticed that the current offering is limited to the Cynet 360 version.

    Given the comprehensive cybersecurity needs of my operations, I believe that incorporating the Cynet Elite package would be highly beneficial. The Elite package, which is available for $9 per month per endpoint on the Cynet website, offers an array of advanced security features backed by 24/7 Managed Detection and Response (MDR) support. This addition would greatly enhance our ability to manage both cybersecurity and IT through Atera, providing a more robust and integrated solution.

    Currently, Atera does not offer any cybersecurity applications beyond antivirus, and the inclusion of the Cynet Elite package would significantly fill this gap, offering enhanced protection and peace of mind.

    I kindly request that you consider offering the Cynet Elite package through Atera. This enhancement would be invaluable for users like myself who seek to streamline their IT and cybersecurity management.

    Thank you for your attention to this request. I look forward to your positive response.

    Best regards

    I am writing to express my interest in the recent addition of the Cynet app to the Atera platform. However, I have noticed that the current offering is limited to the Cynet 360 version.

    Given the comprehensive cybersecurity needs of my operations, I believe that incorporating the Cynet Elite package would be highly beneficial. The Elite package, which is available for $9 per month per endpoint on the Cynet website, offers an array of advanced security features backed by 24/7 Managed Detection and Response (MDR) support. This addition would greatly enhance our ability to manage both cybersecurity and IT through… more

    3 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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17. Be able to build the basic Patch Status Summary report in advanced reports

    We currently use the basic patch report but we would like to add more information to this report so I sat out to build a custom patch report in advanced reports only to find out that it is quite literally not possible because you are not able to count the amount of updates a computer needs in the advanced reporting section.

    I don't really understand how you can build the report in classic reports but you can't replicate it in advanced reporting.

    It would be nice to be able to do this because 1. we would like more metrics that the classical report gives us and 2. when exporting the classical report it turns it into a very very ugly PDF.

    We currently use the basic patch report but we would like to add more information to this report so I sat out to build a custom patch report in advanced reports only to find out that it is quite literally not possible because you are not able to count the amount of updates a computer needs in the advanced reporting section.

    I don't really understand how you can build the report in classic reports but you can't replicate it in advanced reporting.

    It would be nice to be able to do this because 1. we would like more metrics that… more

    3 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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18. Display CC in Ticket

    The new layout does not allow to display other (cc-)receipients of an e-mail any more.
    Can you please add that feature again?

    10 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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19. Have multiple accounts tied to the same email address - to split permissions

    I use a split workstation, PAW with daily driver VM. I would like to be signed into Atera on the PAW as admin. On the daily driver I would be signed in as a lower privileged user just to use the ticket system. Both accounts could be tied to the same email address.

    I should be able to have 2 sign ins for only the cost of 1 license, since they are both in use by the same person.

    While I'm using the daily driver VM, I can't see the ticket system. I have to keep minimizing the VM to check on the PAW, where I'm logged into Atera as admin.

    I use a split workstation, PAW with daily driver VM. I would like to be signed into Atera on the PAW as admin. On the daily driver I would be signed in as a lower privileged user just to use the ticket system. Both accounts could be tied to the same email address.

    I should be able to have 2 sign ins for only the cost of 1 license, since they are both in use by the same person.

    While I'm using the daily driver VM, I can't see the ticket system. I have to keep minimizing the VM to… more

    2 votes

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    0 comments  ·  Admin & Core  ·  Delete…  ·  Admin →
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20. Shutdown and Power On Info

    Some updates are affecting device performance. It would be better if we have an idea when did the user last shutdown and power on the device for us supports to advise them that the device needs a restart to avoid poor device performance

    1 vote

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    1 comment  ·  Dashboard  ·  Edit…  ·  Delete…  ·  Admin →
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