4772 results found
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helpdesk agent improvement
Implementing a feature to set alerts or thresholds for devices that have been inactive for a specified period, such as a month or a year.
1 vote -
Activation email
Hello,
I was doing some testing on the portal and I noticed users are not receiving activation emails when imported in bulk. This doesn’t happen when I add them manually.
I already raised this matter with our agent, who suggested we direct our users to the service portal URL and click on ‘Forgot Password’ so that they can add a password to their account.
This is not ideal, and I wanted to ask if it is possible to add this feature to the portal.Thanks.
1 vote -
string modification on incoming email subject lines
Goal: To be able to strip RE: re: Re: rE: FW: fw: Fw: fW: and other common modifications of email subject lines from incoming emails. Overall want to increase the rate of which tickets automatically merge when end users reply.
Suggestion: Ticket automation rule to look for strings provided by technicians on incoming emails and remove them. Create helpful tools with the automation to prevent accidental removal of valid data. Such as clearing defining what "*RE:" does vs " RE: " vs " RE:" and etc etc.
12 votes -
Ticket automation rules : Add a "TEST" button
When building the criterias of a ticket automation, it would be most helpful to have a "TEST" button to find out which tickets are being captured by the filters we built to make sure it is working as expected.
Also it would be helpful to see what "changes would have been made" if the rule was turned on.
So a press on the "TEST" button would display something like:
Ticket #1234: change status to "Closed", email blah@company.com
Ticket #1256: change status to "Closed", email blip@company.cometc.
19 votes -
Improved Time entries display on timesheet report
Time Entries description on the Timesheet report shows all line as one paragraph instead of breaking it down which makes it difficult to read.
3 votes -
Allow technician to set default notes to internal or external separately
The default note type forces all techs to use either internal or external, would be a great feature to allow each tech to choose their own default
5 votes -
Add agents directly under the IT Automation profile
Add agents directly under the IT Automation profile
5 votes -
Would be nice to see tabs per device under the Customer > devices > view
Would be nice to see tabs per device under the Customer > devices > view
2 votes -
Splashtop - Ability to See When a Technician is Already Connected to a Session
A marker that shows if a technician, and which, is currently connected to a device's Splashtop session. Currently, the only way to find out is by getting the popup message when trying to connect. Even then, if you have more than 2-3 technicians, you don't see who's on it so you have to message around and wait for responses. This would be a convenient time saver.
8 votes -
Linux installation without sudo
We do not use sudo on our datacenter machines, please add install script without sudo.
2 votes -
Use another agent as proxy or gateway for devices without internet access
Allow monitoring devices that have no internet gateway but which are in the same network than other atera agents with full internet access allowed. We have windows machines competely without default gateway entry. I think they will not be able to launch functions which need internet access but maybe we are able to monitor them by redirecting the monitoring information over an existing agent.
2 votes -
Chrome device monitoring and remoting
Chrome device monitoring and remoting
5 votes -
Multiple Line Items for Retainer/Flat Fee Contracts
Have the ability to add multiple line items each with a quantity for multiple products. For example, billing M365 licenses, the ability to list each license with a quantity.
3 votes -
Create ticket from email commands
Have keyword commands to assign tickets and input values.
If it is not in a command line, then it will be in the description
Example:
#Assign Tom Thompson#Title This stuff needs fixed.
`#Customer ACMEThis stuff needs to be done for ACME, please contact John Johnson
1 vote -
automatically provide our customers with 'IT Automation Feedbacks' via email after the IT automation profiles have been processed
We would like to automatically provide our customers with 'IT Automation Feedbacks' via email after the IT automation profiles have been processed. We envision: 1. Being able to include customer information and a personalized greeting. 2. Inserting the customer's logo. 3. Deciding which information from the feedback to append or display in the report to the customer.
1 vote -
Add the ticket queue field to alert creating of ticket
When an ticket is creating from an alert, it not posible to set the Queue of the ticket.
1 vote -
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2 votes -
Work order creation
It would be very convenient if we can create a work order from a ticket. It happens all too often that a ticket can not be solved remotely, it would be nice if a work order that can be signed by the customer can be created and e-mailed to backoffice and the customer. We now have to use seperate softwares for this.
1 vote -
Ability to have a quick reply template automatically selected
The Ability to have a quick reply template automatically selected when replying to a ticket, so that a template does not have to be selected every time.
In addition, please make it so that when a template is selected, it is put underneath any response that has already been typed out. Currently anything already in the reply box is put under the signature from the template.
1 vote -
Monitor local log files (syslog, etc) with Agent via Regex and alarm
Want to setup the agent to monitor local log files for specific regex entries as part of the alerting function.
3 votes
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