235 results found
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Tickets: Internal Notes as Default and Not Use Emails
Ability to choose "internal notes" in ticket as default and not use the "email" part.
46 votesHey everybody,
I'm happy to share that we've just released the ability to change the default ticket response type!
You can do so by navigating to Admin > Settings > Tickets and switching between a public reply and an internal note.
This can help those of you who mainly use internal communication, or if you simply want to stay on the safe side of things and not message your users accidentally.
Thank you very much for the suggestion and we hope you benefit from this new feature.
All the best,
Yakov
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Redesign Client email vs Private note layout.
The selector for adding a private note vs sending the user an email should be next to the area where you write the note/email NOT at the top of the page, which with long tickets could be way off screen.
The display for a private note should be VERY different to the email one so it is 100% clear that you're in private note and not email client mode. The email fields should disappear at a minimum. I would also say that the screen area should change colour and a private watermark or title should appear.
52 votesHey all,
I am happy to let you know we've improved the navigation between Public replies and Private notes in the new ticket GUI!
The switch is now directly within the context of the text area, and we're also saving you 1 click each time for the switch :)
I've added a screenshot for your convenience.
Hope you enjoy the new page,
Yakov
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Calendar Integration
The ability to integrate your personal or shared calendar to Atera (Office365 or Google) in order to create calendar events from within a ticket and see the scheduled event from within the ticket in Atera.
54 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Atera's Office 365 Calendar Integration
Atera's Google Calendar Integration
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Internal Communication from Tickets
Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.
41 votesHey all,
I'm very happy to announce we have released the ability to communicate internally from within tickets and be notified internal communication.
This feature will leverage the internal notes and CC field of tickets and will notify you if internal notes are posted on tickets you're following.
To "follow" a ticket you will simply need to ensure you are on the CC field of it. Alternatively, you can @ yourself or other technicians in the notes section in order to notify them as well.
I will add screenshots to this update for more clarification.
We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for shared views/ queues on the tickets and devices pages.
Hope you enjoy this new release!
Yakov
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target specific folder on agent deployment
ability to target folders within a customer when deploying agent with a flag or custom MSI. We deal alot in education and re-image devices yearly so we have to constantly delete devices then manually move them to the correct folders. Where as if we targeted the device with the correct flag or msi it would then auto add to that folder. It would also be nice to be able to set it so if in that folder a duplicate device name is found to merge the two together.
49 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Add the time an alert was actually cleared to historic resolved alerts
Please add the time an alert was actually cleared to historic resolved alerts.
When investigating a repeating issue, I need to see when the issue occurred, when it cleared and the duration.
49 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
The alert resolution timestamp was added when hovering over the resolved status of an alert.
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Adding the custom fields into the Auditor Report
We have added custom field like Warranty Expiry Date, Leasing Agreement No and Leasing Due Date. It will be good to have the data of these custom fields to be included in the Auditor Report when we extract them into Excel. It will be very helpful to keep track the warranty status and leasing status of the workstation fleets. Thank you
26 votesHey everybody,
We're happy to announce we've released your feature request and now you will be able to see custom fields in the Auditor Report.
In addition, the custom fields will be presented in the Auditor report exported PDF or Excel files.
Thank you for bringing this request to our attention, hope this makes your day to day easier!
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Alert on CVE's found with the ability to create tickets or filter CVE based on impact level.
Would be nice to create a threshold alert for CVE's based on their impact, and the ability to create tickets from that. As it stands we have to constantly monitor the Security reports.
3 votesThanks for raising it up!
You can find this feature at Network Discovery Alerts.
We would also like to get your feedback :)
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send reports as pdfs
Please have automated reports send the file as a pdf instead of a link requiring you to sign in. Or both. We want to be able to send reports to our clients, but right now we have to send them to a technician who opens each one, saves them as a pdf, and then emails them to each client. It is time-consuming. We can't email them directly to the client as none of them use Atera and it makes them log in which confuses them.
37 votesThanks for voting and contributing to Atera! Sending a report PDF file via email is now available with Advanced Reports.
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Alert Monitoring Overhaul
Enhanced reliability: Eliminate false alerts
Quicker receipt of first alert: Reduce time from a few minutes to a few seconds of the threshold breach.
64 votes -
Clone Automation Profile
The ability to clone automation profiles.
21 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Ability to trigger and send reminder on pending tickets
Currently, I have no option to automate email reminders for tickets pending customer response. I would like to send reminder to customer let's say after 3 and 5 days from the time technician sent a reply to customer.
And also, then ability to auto resolve ticket after some period.
I was thinking of tagging the ticket with timestamp when technician sends a response and then using that somehow, but the options are very limited.
1 voteHey Miroslav,
This is possible using our time-based automation rules!
Be sure to check this KB out and reach out to our support team if you need further assistance: https://support.atera.com/hc/en-us/articles/5914785808156
Thank you
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Improved QuickBooks Integration
What would your perfect QB integration look like?
What can we add here or improve upon?
58 votes -
Allow customized Windows Updates Deferment
In the Patching section, allow us to configure in the console the ability to customize the end-user experience. Users should be able to defer reboots up to X number of times and then after they reach that amount, have a window that can not be closed out that stays on-screen with a countdown timer of a customizable amount of time. This is standard in enterprise environments and is a courtesy to end users. Also, allow us to brand the window. It is all reg keys.
41 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Please check out the Windows Updates restart options in the kb article below:
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Ticket automation rules - Email description
Notify technician when a ticket is assigned: Send an email with ticket description.
Currently notification only shows a ticket number.
15 votesHey,
This is currently possible using our ticket automation rules and email templates.
By adding the "{[User Last Comment]}" snippet to your email template, you will be able to get the 1st comment (the intiial description) sent by the user.
All you have to do then is to set a ticket automation rule to send you that email template upon ticket creation.
I would also recommend to set up the automation for tickets where the source =/= phone or alert.
That way, you might recieve less irrelevant emails.
If you have any questions regarding this, please reach out to our support team via live chat or email (support@aterea.com)
Best,
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mobile app customer signature
Allow a customer to sign for work completed. We go onsite to do work related to a ticket and once complete would be good to be able to get the customer/onsite contact to sign via mobile app to acknowledge work completed. This can be done via main web portal for touch devices but utilising the app for this function would simplify the process. This also gives us confirmation that work done and can be proven when or if a customer queries especially when the works invoiced.
32 votes -
The ability to white label the Favicon in the Customer Portal
Please allow us to customize the favicon in the customer portal
8 votesWe're happy to account that the ability to customize the browser tab icon (favicon) for the Customer Portal is now available!
You can do so by navigating to Admin > Whitelabel > Company Icon.
We hope you enjoy this new ability and find it useful.
Yakov
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Add a resolution field to the ticket
When closing the ticket - it throws up a box where you can enter the fix/resolution for the ticket. Perhaps add tagging options to make it searchable. This would be helpful for tickets with long threads of communication between the user and technician and simplify finding the resolution for an issue.
25 votesHey all,
Happy to annouce that we've added the ability to add resolutions to tickets!
This will help you in visibility when going back to tickets you've worked on in the past, and will also be tied to an so-to-be released development that helps with the creation of KB articles from tickets.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/12955402321564-Ticket-resolutions
Hope you enjoy this new improvement,
Yakov
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2FA - Trusted Devices
We're adding a 'Trust this device' checkbox at login so you can skip entering the code on regularly used devices.
52 votes -
Ticket filtering on the mobile app
Currently you see everybody's tickets, which makes sense for a one-2 man show.
For us however it doesn't make too much sense.10 votes
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