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  1. On the Ticketing page the columns are locked to the default fields. We don't utilize the SLA field within our organization; and the new sentiment column is also irrelevant.

    Allowing the end user to change what is displayed on the ticketing dashboard would allow for extra space for fields that are relevant, like allowing for longer ticket titles to be displayed.

    19 votes

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    0 comments  ·  Tickets  ·  Admin →
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  2. Activity Status "Awaiting on customer reply" should stop the SLA as well

    90 votes

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  3. Serial number in device over view should take us to vendor support page with device information

    5 votes

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  4. I would like to be able to design the customer survey myself.

    16 votes

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  5. Save a ticket as a PDF, but before doing so have the ability to "hide" internal notes.

    This is handy if you want to present the ticket to the client without displaying internal notes

    38 votes

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  6. 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…

    6 votes

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  7. I would love for you guys to offer KnowBe4 as an addon app. They tend to prefer working with larger vendors.

    3 votes

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  8. When I was new to Atera, at the beginning. I was very happy to see Windows Linux and MAC support. Unfortunatly you let the Mac more and more behind. Still features which you wanted to consider AND still Bugs ne one fixes are there.

    This is very bad and sad. Because I pay to get a better and better Product. Dont forget your members. Fix old Problems and hold a standard. Than bring new features!

    10 votes

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    1 comment  ·  Agent  ·  Admin →
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  9. Using a local active directory environment to sync contacts and devices is a critical part of remote management. Being able to add or remove a user who has just left the company/entity in our active directory environment and it leaving ALL systems is not only time saving but also removes the chance of errors. I'd also like to see directory editing integrated directly into the Atera platform, like installing the Atera agent on the domain controller and being able to make AD changes from the web interface. Both of these would streamline technician training and our day-to-day work.

    22 votes

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  10. This has already been intergraded but not at the level it could be users, devices, agent install. Users are already assigned devices automatically in Intune you could easily pull that data and match it to the devices you have.

    5 votes

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  11. in old UI when adding time you are able to just delete the default time entirely and enter :xx as a shorthand for 0 hrs xx min

    in new UI it requires entering 00:xx or it thinks you are attempting to enter it as hours

    Please bring back the :xx shorthand for only minutes

    4 votes

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    1 comment  ·  Tickets  ·  Admin →
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  12. In our MSP, we have multiple "teams" that deal with different types of tickets. For example, we have an IT Helpdesk with one email address and a "Web Support" helpdesk that deals with tickets specifically around Web Hosting & DNS. We'd like the ability to "send" from any of these teams AND for the system to be able to autoreply from the correct email address when customers raise a ticket. Currently, the system only allows one "sending" address, so whichever team a customer sends their enquiry to, the central sending address is used to send them their ticket reference etc.

    6 votes

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  13. Ability to transfer whole folders both ways would speed things up a lot. My beard grows long when doing anything with Atera's file transfer utility.

    4 votes

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  14. I'd like to be able to determine the order of the ticket properties, as there are a few that we can't seem to move, even if the default and the ticket form have them in a certain order. Some items, while important to know, are not often changed and therefore could be further down on the list but do not show as so, even when on the bottom of both 'custom fields' and the form template lists.

    5 votes

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  15. Please add the option to edit the HTML-Code for email signatures in "My Profile".

    7 votes

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  16. Install the agent on a PC by browsing to a simple webpage on the target PC (i.e. atera.com/add) which displays a unique QR code, scanning the QR code from mobile app, and assigning the PC to a customer/folder from the app on my phone. PC is then offered the appropriate download to install the agent.

    Provide an alternative, by providing a short alpha-numeric code with the QR code on the screen that we can type into the App or web interface instead of scanning the QR code. This could also help with connecting a remote asset with the help of…

    5 votes

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    1 comment  ·  Agent  ·  Admin →
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  17. Enhance our monitoring capabilities by introducing a new feature similar to ActivTrak, which allows for advanced productivity tracking and the identification of suspicious activity on monitored computers.

    We kindly request that Atera consider adding a feature that would enable us to:

    1. Monitor Productivity: The new feature should provide insights into how employees are utilizing their time on company devices. This would include tracking application usage, website visits, and active/idle time, allowing us to identify potential areas of improvement in our workflows and employee productivity.

    2. Capture Screenshots: To ensure transparency and security, the feature should include the ability to capture periodic…

    10 votes

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    0 comments  ·  Devices  ·  Admin →
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  18. Need WYSWIG Knowledgebase creation with images. Plain text is too basic.

    8 votes

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  19. Documentation/Knowledge base integration with ScribeHow

    7 votes

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  20. Ability to assign a contact to multiple devices for work from home and have all contacts able to connect to the PC they are assigned to instead of just the main contact.

    105 votes

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