4746 results found

1. Make the "Group" field on tickets visible on the Customer Portal

   We would like the "Group" field on tickets to be visible on the Customer Portal view so our end users can see which team within our IT department is handling their ticket.

   This helps because each team has their own set of SLAs and standards they follow, so it helps set better expectations and understanding with our end users when they have this information available to them.

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Edit…  ·  Delete…  ·  Admin →
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2. Can only CC in contacts

   Used to be able to add any email address to CC email field of ticket, then send email. Recently, perhaps since From field became selectable or more recent, can only add email address to CC email field that are contacts. Ticket may involve dealing with 3rd party service providers or the client's client, or B2B partners so should be able to add email addresses to ticket email CC field that are not contacts.

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   0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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3. No longer able to assign any device to a ticket, can only assign contact linked devices

   Used to be able to assign any device to a ticket, if device and ticket for the same client. Recently has been this contact linked devices change, since then the only devices that can be linked to a ticket are devices linked to the ticket contact. This makes no sense to be, as the ticket contact could change whilst the device, being the reason for the ticket, should not change. As in the case of a ticket being raised for a printer issue, or issue on a server, or a shared computer. The ticket device shouldn't change, the ticket device need not be linked to a user, and the user may even change during life of the ticket. No problem assigning multiple devices to a contact, that makes sense, even allow device to be assigned to multiple contacts, but ticket device assignment should be independent of the contact.

   Used to be able to assign any device to a ticket, if device and ticket for the same client. Recently has been this contact linked devices change, since then the only devices that can be linked to a ticket are devices linked to the ticket contact. This makes no sense to be, as the ticket contact could change whilst the device, being the reason for the ticket, should not change. As in the case of a ticket being raised for a printer issue, or issue on a server, or a shared computer. The ticket device shouldn't change, the ticket device… more

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   0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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4. Knowledge Base

   When first opening the knowledge base, the search window appears at the top, which suddenly jumps down once the "Popular Articles" section gets filled out, this means that I end up clicking on some article as that has jumped in where the search window was. Don't move the search box, have it STATIC at the top. It is very annoying.

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   0 comments  ·  User Interface  ·  Edit…  ·  Delete…  ·  Admin →
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5. It would be great to be able to assign multiple devices a particular software or other automation by agent, not folder or site.

   It would be great to be able to assign multiple devices a particular software or other automation by agent, not folder or site. Or, be able to assign multiple folders per device. Even better, would be able to assign by user from EntraID.

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   0 comments  ·  IT Automation and Patch Management  ·  Edit…  ·  Delete…  ·  Admin →
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6. Successful/Unsuccessful profile execution in the device

   Show whether the automation profile is successful or unsuccessful in the deivices activity log instead of a link to see the report.

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   0 comments  ·  IT Automation and Patch Management  ·  Edit…  ·  Delete…  ·  Admin →
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7. Customer creation for level 1 techncians

   We need non-admin users to be able to create Customers. We have custom roles created, and a lower level technician should be able to create a new customer, assign contacts and set them up. Deletion (or even better - archive, deactivate, or retire a customer) should certainly fall to an Admin role.

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   0 comments  ·  Admin & Core platform  ·  Edit…  ·  Delete…  ·  Admin →
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8. Need to be able to tie assets to a user

   At this time we are using Atera for several things it was not initially designed for. We are using it as an asset management solution as well as the main development and design for what Atera is made for. We are able to add assets and assign them to a user however when we search the user nothing in your current set up lets us see all the assets we have associated to that user.

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   1 comment  ·  Asset management  ·  Delete…  ·  Admin →
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   Under Review  ·  Gil Givoni responded

   Hi,

   We wanted to let you know that your idea is currently under review by our product team. We are evaluating its alignment with our product roadmap and its potential benefits to our users.

   We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.

   Best regards,

   The Atera Team

9. gili test

   this is a test

   2 votes

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   0 comments  ·  AI Copilot  ·  Delete…  ·  Admin →
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10. [API] SearchOption

    When searching contacts by phone number through the API, the searchOptions.phone filter only matches the Phone field of a contact. It does not match MobilePhone, even though both fields are part of the same
    contact record and both are valid phone numbers for that contact.

    Use case

    We are building an automation that needs to identify the calling end-user from their phone number and resolve them to an Atera contact in order to retrieve their tickets,
    post comments on their behalf, etc. In real customer data, the mobile number is stored in MobilePhone for the majority of contacts (landline goes to Phone when present). With the current behavior, those
    contacts cannot be found via the API search and we have to fall back to listing all contacts and filtering client-side, which is slow and does not scale.

    Steps to reproduce

    1. Create or pick a contact whose MobilePhone = 600101010 and whose Phone is empty (or different).
    2. Call: GET /api/v3/contacts?searchOptions.phone=600101010
    3. Expected: the contact is returned.
    4. Actual: empty result. The same call works only if you put the number in Phone.

    We have tried number variants (600101010, 34600101010, +34600101010) and combinations of EnableContactsSearch/EnablePartialSearch flags — none of them make the search look at MobilePhone.

    Suggested fix

    searchOptions.phone should match against Phone and MobilePhone (logical OR), the same way the in-app contact search does. Alternatively, expose searchOptions.mobilePhone as a separate filter so callers can
    choose.

    Current workaround

    We list contacts page by page and filter client-side on Phone || MobilePhone. This means N requests per identification and we hit rate limits on tenants with many contacts.

    Environment

    • Atera REST API v3 (https://app.atera.com/api/v3)
    • Tested 2026-04-16

    Thanks!

    When searching contacts by phone number through the API, the searchOptions.phone filter only matches the Phone field of a contact. It does not match MobilePhone, even though both fields are part of the same
    contact record and both are valid phone numbers for that contact.

    Use case

    We are building an automation that needs to identify the calling end-user from their phone number and resolve them to an Atera contact in order to retrieve their tickets,
    post comments on their behalf, etc. In real customer data, the mobile number is stored in MobilePhone for the majority of contacts (landline goes… more

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    0 comments  ·  Other  ·  Edit…  ·  Delete…  ·  Admin →
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11. Device Info History - Hostname, Logins, Reboots

    There are many ideas like this one, but they are limited to very specific things - most of them targeting the user history.

    We need more than just user history, we need ALL history. Most things on the Overview page should have their own history tracking. Sure, things might be tracked in the activity log - but sometimes we need very specific information that may not be logged at all.

    First and foremost, every one of these fields should have a little icon next to them to display the history of the field. You will also note I have included an additional field, called 'Device hostname', because the simple fact is you can change the name of a device in Atera completely different than the hostname of the device... but both are important, and thus should not be ambiguous.

    Device name
    Device hostname
    Domain
    Public IP
    Last login
    Last reboot

    Furthermore, it would be good to see the history for the owner info:

    Customer
    Folder
    Contact

    Anytime a new field is added here, it should also be considered for history tracking. Perhaps there should be a limit on things like 'Public IP' and 'Last reboot' history, but that can easily be an internal setting in the admin console or set to a number that nobody would have a problem with, like 30.

    There are many ideas like this one, but they are limited to very specific things - most of them targeting the user history.

    We need more than just user history, we need ALL history. Most things on the Overview page should have their own history tracking. Sure, things might be tracked in the activity log - but sometimes we need very specific information that may not be logged at all.

    First and foremost, every one of these fields should have a little icon next to them to display the history of the field. You will also note I have included… more

    4 votes

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    1 comment  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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12. Patch & Automation Feedback Too Vague

    This has to be the single most painful feature for us. The report may as well not exist because it doesn't tell us anything meaningful about 90% of the time, and it is incapable of reporting current progress.

    It also lacks any detail around each sub-process start/finish time, as well as the overall finish time of the entire process.

    We need something that can provide us with a granular status where each item in a bundle is reported as being started, show any in-progress status that is provided by the installation package, and provide a finish timestamp for each item along the way.

    This arbitrary message of "Unable to fetch information from agents." is absolutely ridiculous... why did it fail to fetch? How far did it get in the process? What happened in the process? Is the agent responsive?

    MORE DETAILS!!!!!!

    This has to be the single most painful feature for us. The report may as well not exist because it doesn't tell us anything meaningful about 90% of the time, and it is incapable of reporting current progress.

    It also lacks any detail around each sub-process start/finish time, as well as the overall finish time of the entire process.

    We need something that can provide us with a granular status where each item in a bundle is reported as being started, show any in-progress status that is provided by the installation package, and provide a finish timestamp for each item… more

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    0 comments  ·  Reports  ·  Edit…  ·  Delete…  ·  Admin →
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13. Software Bundle Deployment Very Slow

    Software Deployment is incredibly slow, and lacks any meaningful feedback during and after the process completes. No matter how many softwares are included in the list, it seems to take nearly an hour to deploy. Meanwhile, when we use a script to deploy a series of Ninite packages, they are done in 20 minutes...

    At this point we only install two things from our default software bundle, and it STILL TAKES FOREVER. We don't even know when it really finishes without pulling event logs.

    The whole point behind automation is to do it faster than a person... right now the slowest person on our team can get it done in 15 minutes. We expect this to take less than 10 and as much as 15 if we are also installing something big like Microsoft Office.

    Software Deployment is incredibly slow, and lacks any meaningful feedback during and after the process completes. No matter how many softwares are included in the list, it seems to take nearly an hour to deploy. Meanwhile, when we use a script to deploy a series of Ninite packages, they are done in 20 minutes...

    At this point we only install two things from our default software bundle, and it STILL TAKES FOREVER. We don't even know when it really finishes without pulling event logs.

    The whole point behind automation is to do it faster than a person... right now the… more

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    0 comments  ·  IT Automation and Patch Management  ·  Edit…  ·  Delete…  ·  Admin →
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14. Merge Same Devices but different Types

    I would love to be able to merge devices of different types. For instance, a server chassis has the OS layer (agent) but also remote management (snmp). Tracking the fan health of the chassis requires I go into the SNMP device and all alerts are unrelated to the agent itself. It would be nice to merge the two devices so that I can track them as one. Printers are another good example, where I want to track the OID values (snmp) but also be alerted if the web interface (http) is ever not available.

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    0 comments  ·  Devices  ·  Edit…  ·  Delete…  ·  Admin →
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15. Merge Same Devices but different Types

    I would love to be able to merge devices of different types. For instance, a server chassis has the OS layer (agent) but also remote management (snmp). Tracking the fan health of the chassis requires I go into the SNMP device and all alerts are unrelated to the agent itself. It would be nice to merge the two devices so that I can track them as one. Printers are another good example, where I want to track the OID values (snmp) but also be alerted if the web interface (http) is ever not available.

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    0 comments  ·  Devices  ·  Edit…  ·  Delete…  ·  Admin →
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16. Network Management Platform Monitoring

    Integrate connection to Network Management platforms (ie; Ubiquiti, Cisco). Allow for device update and other notifications directly in Atera. Also links to platform website that opens in another tab directly to the selected site, device or setting. This could also be used for asset management integration for warranty and RMA submition or status.

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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17. API integration with Sangoma PBX to reset voicemail password

    Link with Sangoma PBX to pull call recordings and reset voicemail passwords

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    0 comments  ·  3rd Party Integrations  ·  Edit…  ·  Delete…  ·  Admin →
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18. Email subjects for AI responses

    Can we have the ability to customize or put guidelines in place for the email Subjects on Robin/Autopilot's responses in email? We would like to make sure that the ticket number is always listed at the beginning of the subject. It would make it easier to quickly identify the ticket in question if an end user has multiple open tickets in progress.

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    0 comments  ·  IT Autopilot  ·  Edit…  ·  Delete…  ·  Admin →
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19. What software was updated

    Can we get detail report of which app was updated.
    Currently we can only view the devices that got updated rather than what software was updated on the device.

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20. no details of the queued devices that did not get updated when IT automation profile

    How do we know if the offline devices got updated when an IT automation profile is set to queue devices for a week or a month .
    The report should mention if any of the device got updated when they came online. This will confirm if queuing devices even works.

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