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  1. When a Support Agent takes a phone call and opens a ticket for a specific client we should be able to see how long we have to fix this ticket.

    Some clients might pay a large amount of money on a monthly basis and wants everything included.

    So when an agent opens a ticket over the phone it does add the SLA ONLY IF it is set to hourly rate - not managed with monthly fee I cant see the option to select the Contract which they are actually on.

    But if the customer opens a ticket from the helpdesk…

    3 votes

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    0 comments  ·  PSA Tools  ·  Admin →
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  2. Ability to create Global folders alongside site specific folders.

    Creating a Global folder would effectivly create the folder for each site - and allow automations to be run at a global level.

    For example:

    If you have 3 device types accross your estate: General, Server, and Till, you could create these as global folders. These folders would then exist in ALL sites and allow you to assign agents to the folders.

    Most importantly automations could be run and applied to a global folder - applying it to all agents in each folder in each site.

    3 votes

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  3. Rather than have a particular Device assigned to each user it would be extremely handy to have a Device jump list for the entire customer along the right hand side whilst in the ticket rather than then having to click on Customer > Devices and then find the Device that is relevant to that ticket as not always the case the user has a problem with the device that is assigned to them.

    5 votes

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    1 comment  ·  Devices  ·  Admin →
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  4. Currently, the time interval is set for hours. Would be great to have the ability to specify minutes as well. Or allow the use of decimals. e.g. .25 hours for 15 minutes, .5 for 30 minutes, etc.

    8 votes

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    1 comment  ·  Tickets  ·  Admin →
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  5. Scan QR code on the mobile app. We create a QR code for each device that we monitor and then it would be nice if we could scan it with the mobile app

    10 votes

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    0 comments  ·  Mobile App  ·  Admin →
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  6. While there is some integration with BitDefender in Atera, thresholds do not currently support scan results for infected computers. This seems like a very important add as currently even though it is purchased through Atera, the portal has to be checked or email notifications setup separately. I would like to propose this integration be upgraded to support infection and ransomware notifications.

    25 votes

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    0 comments  ·  Bitdefender  ·  Admin →
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  7. This would be a good app integration, I use this for a number of windows endpoints that are in use by the public use. A reboot and the PC is set back to its original state. They have several offerings, a standard suite and an enterprise suite. This would be a good addition.

    2 votes

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  8. Add the ability to remove "Webroot" options from the GUI. If we didnt sign up for the Add-In, it shouldn't be there.

    10 votes

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    1 comment  ·  Webroot  ·  Admin →
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  9. So I would like to have ability to define a device type beyond a server or workstation for availability monitoring. We use jumpboxes (devices we deploy to clients networks) with advanced tools and such on them and i would like the ability to define that and have a Single pane of glass as it were into the availability of said jumpboxes. I would be able at a glance to see how many of my jumpboxes are online across my clients. Only having servers and workstations does not give me the ability to monitor anything else easily. Additional types may be…

    1 vote

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    0 comments  ·  Alerts  ·  Admin →
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  10. Use AI to auto assign a device to a contact based on the usage. I think auto-assign might be bit aggressive at time, but it will be good if there is a landing page which will show tentative contact for each device and Admin can just use confirm all to assign devices to contacts.

    Devices are rotated during onboarding or office shuffle. Its pointless to manually change when Atera can use user login info to determine the user for the device.

    9 votes

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    0 comments  ·  Agent  ·  Admin →
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  11. I would like the ability to reference 1 install per customer or to be able to just connect to ScreenConnect with an Atera account. This could be as simple as automating the process for remote accessing a PC in ScreenConnect or allowing for there to be 1 ScreenConnect install per customer. This would allow us to stay organized in ScreenConnect while also allowing us to integrate our applications for ease of use. The way it's currently setup you would need 1 universal installer for SC which removes the ability to stay organized. At the very least add this option on…

    10 votes

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  12. For IT techs that don't sit in front of a computer watching the Atera dashboard waiting for a ticket to be submitted, it would be nice to have an optional audio alert that can be toggled on to alert the technician(s) that a ticket has been submitted.

    1 vote

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  13. It would be neat to see a feature where one could "highlight" a ticket on the ticket board. Sort of a way to remind yourself or others about a ticket.

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  14. Allow to change the ticket view to open on the conversation tab instead of resolution

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  15. The ability to schedule automation profiles to run based on a device's local time rather than using the General Time Zone setting. For example, an OS patching automation profile that runs at 11am will run at 11am across every country/location regardless of timezone difference. Currently, the limitation is that if the profile is run at 11am and your selected timezone in Atera is set to '(UTC) - Dublin, Edinburgh, Lisbon, London', then this creates a problem where the profile runs in the middle of the night for users in Australia, which then means they won't get patched at the right…

    54 votes

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    Congratulations on helping shape Atera! The feature you requested is currently being considered for development. Please be patient as the process can take a while or even stall to make way for other features. We’ll update you once it’s been implemented and released!

  16. Add an option to show how many notification dismissals are remaining or the specific time until a reboot will be initiated after updates are installed.

    7 votes

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  17. The Network Discovery function is a very powerfull tool. But in complex and not structured scenarios there are lot of "known" devices where it is not possible to manage SNMP configuration or instlla the Agent (ie. Bank credit card readers, Telphone carrier managed routers, Known guests-users' laptops, Fiscal printers, etc..). In these cases shuold be very usefull to select an Unmonitored device and add it as a pre-defined Custom Asset (or Generic) by automatically filling the existing fields (Device type, MAC, Manufacturer, etc..) to monitor on/off line status.

    By adding this functionality it will be possible to have a comprehensive…

    13 votes

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  18. The following page on the Atera website claims, "You can use AnyDesk on your Windows, Mac OS, or Linux device to connect to all your customer devices."

    https://support.atera.com/hc/en-us/articles/360019885839-AnyDesk-remote-access 

    However, the only available client for Linux is AnyDesk and it doesn't work. I contacted Atera Tech Support about this and was told:

    "We would like to bring to your attention that for the time being, our official support for AnyDesk is primarily focused on Windows and MacOS operating systems.", and, "Indeed, the documentation will be also reviewed and updated."

    3 votes

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  19. Have a generic Atera Agent. This would speed up time having to select the correct business for the agent. The generic agent should be tied to the users Atera profile and prompt, in the app, to select the customer for the device added (displays device name).

    1 vote

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    0 comments  ·  Agent  ·  Admin →
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  20. Download the images and screenshots from comments. The current API only allows us to see the text in each ticket's comments, whereas we have screenshots and additional info in images which are missing when we use the API.

    1 vote

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