4816 results found

1. contacts

   Could we get a "Notes" section for a client contact? Right now we're opening a ticket, creating the note, then resolving the ticket. We don't want to use tickets as notes.

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   1 comment  ·  Customers  ·  Delete…  ·  Admin →
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2. Text box should recognize string of zero's/Allow Asset Tag scanning

   In the Device Custom Field as well as Custom Assets: Allow text boxes to carry multiple zeros and increase character capacity (we use barcode asset tags). It would be amazing to 1. Add a device to a site 2. Create a custom field under device for "Asset Tag" 3. Go to Site and create the Asset based on the Device that was just added in step 1. 4. If user creates a custom field for Asset tag under Custom Assets section then ATERA recognizes that information from the Device section and allows you to click into it to bring you to the Device tab.

   I like the Assets menu under the Sites tab because it allows you to search via the text box on the right. I could use my neat scanner on my cell phone to scan a device right into the text box and pull up device information right away. Hopefully this all makes sense. Thanks for having an open forum for ideas!

   In the Device Custom Field as well as Custom Assets: Allow text boxes to carry multiple zeros and increase character capacity (we use barcode asset tags). It would be amazing to 1. Add a device to a site 2. Create a custom field under device for "Asset Tag" 3. Go to Site and create the Asset based on the Device that was just added in step 1. 4. If user creates a custom field for Asset tag under Custom Assets section then ATERA recognizes that information from the Device section and allows you to click into it to bring you… more

   2 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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3. Activity logs for IT Automation + Threshold Profiles

   Activity logs for IT Automation + Threshold Profiles

   9 votes

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   0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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4. Easily find what devices are configured for Work from Home

   Either via a Report, or some other click-able item, one should be easily able to find "what devices" are enabled for Work from Home. Since we have to charge our customers, and our customers use the service, it would be nice to have an easy way to see what and who is enabled for the service and should be paying for it.

   15 votes

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   0 comments  ·  Work From Home  ·  Delete…  ·  Admin →
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5. adding attachments to an email quick reply template
   1 vote

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   0 comments  ·  Edit…  ·  Delete…  ·  Admin →
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6. Integrations for Dynamic Billing

   Integrations with Pax8 and Sherweb to pull dynamic company subscriptions for billing.

   I have to manually check both Pax8 and Sherweb for numbers and enter into QBO for invoicing.

   FYI, Syncro is providing this for Pax8, according to the sales guy that keeps calling me to switch.

   21 votes

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   2 comments  ·  Billing  ·  Delete…  ·  Admin →
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7. Schedule

   Schedule Uninstalls from software inventory reports

   1 vote

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   0 comments  ·  PSA Tools  ·  Edit…  ·  Delete…  ·  Admin →
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8. Bexio

   Bexio integration to synchronize customers and billing exports

   1 vote

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   0 comments  ·  Billing  ·  Edit…  ·  Delete…  ·  Admin →
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9. Monthly contracts need to pass date information to quickbooks

   When monthly contracts are parsed to QB, the line items do not include dates. This is problematic when more than a month has elapsed from the generation of one invoice to another and certain contracts have entered the next period. The client receives two line items exactly the same. It looks like an error, when in fact it is the billing for the previous month and the next month. If the billing period information (which is clearly displayed in the invoice batch) was passed onto the QB invoice, it would solve untold headaches.

   1 vote

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   0 comments  ·  Edit…  ·  Delete…  ·  Admin →
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10. api ticket activity status

    Add the activity status to the API ticket response as a field.

    5 votes

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    1 comment  ·  Delete…  ·  Admin →
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11. Hide dollar amount when adding a ticket entry

    Can there be an option to hide the actual dollar value (currency value) of the contract rate when adding time entries?

    2 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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12. Ticket automation rules for time base conditions scenarios

    Ticket automation rules for time base conditions:

    Rule 1:
    For Open status tickets, existing or new - 3 day no comment or update - either internal comment or public reply, send an email.

    Rule 2
    For 15 day Pending status ticket no comment – For tickets that have been in in pending state for 15 days and haven’t had a internal comment or public reply send an email.

    Rule 3
    Pending 12 day reminder for the 15 day no comment or update. So the same as Rule 2 but at 12 days which send an email to the technician who owns the ticket that they need to update the ticket

    Ticket automation rules for time base conditions:

    Rule 1:
    For Open status tickets, existing or new - 3 day no comment or update - either internal comment or public reply, send an email.

    Rule 2
    For 15 day Pending status ticket no comment – For tickets that have been in in pending state for 15 days and haven’t had a internal comment or public reply send an email.

    Rule 3
    Pending 12 day reminder for the 15 day no comment or update. So the same as Rule 2 but at 12 days which send an email to the technician who… more

    3 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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13. Ticket Checklist

    The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.

    323 votes

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    23 comments  ·  Tickets  ·  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

14. Network Discovery with with Azure AD

    It would be very nice to be able to use all features of Network Discovery with Azure AD

    Network Discovery with with Azure AD - Network Discovery is a nice tool but the cost it is unfortunate since support says it will only work with a Domain Controller with exception of seeing devices.

    All of our clients currently are using Azure AD to reduce cost of on-site servers (DCs) and it also minimizes virus/trojans.

    6 votes

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    0 comments  ·  Delete…  ·  Admin →
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15. Auto-Assign Ticket to Last Commented Technican

    It would be awesome to have the automation option of Auto-assigning an unassigned ticket to the technician who adds a comment in the ticket. For example,

    1. Contact creates a ticket which would be unassigned
    2. Technician 1 responds to the ticket via email or the portal by sending a message.
    3. Auto-assign the ticket to Technician 1
    5 votes

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    1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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16. Add option for app-based 2FA for Work from Home (instead of only via SMS)

    2FA Authenticator app for work from home instead of just 2FA via SMS
    Right now, work from home only facilitates 2FA through the use of SMS. It would be nice to see the option to enable 2FA through the use of a 2FA app such as Duo, Authy, Google Authenticator, etc. This functionality is already available for technician accounts.

    Technically, 2FA via SMS is the least secure method of doing 2FA and it has been demonstrated that a sufficiently skilled hacker can intercept the text messages that contain 2FA codes. For this reason, app-based 2FA is preferrable over SMS-based 2FA.

    SMS-based 2FA is still desirable to some people, so it is probably useful to keep it as an option, but having an option to use app-based 2FA would be appropriate from a standpoint of security posture.

    2FA Authenticator app for work from home instead of just 2FA via SMS
    Right now, work from home only facilitates 2FA through the use of SMS. It would be nice to see the option to enable 2FA through the use of a 2FA app such as Duo, Authy, Google Authenticator, etc. This functionality is already available for technician accounts.

    Technically, 2FA via SMS is the least secure method of doing 2FA and it has been demonstrated that a sufficiently skilled hacker can intercept the text messages that contain 2FA codes. For this reason, app-based 2FA is preferrable over SMS-based 2FA.

    … more

    39 votes

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    1 comment  ·  Work From Home  ·  Delete…  ·  Admin →
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17. Assign multiple technicians to a ticket

    By a community member:
    We need the ability to assign multiple technicians to a ticket. We have ceveral tickets that would consider projects requiring multiple technicians to coordinate assigned tickets.

    417 votes

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    16 comments  ·  Tickets  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminDima Lukyanenko (Technical Product Marketing Manager, Atera) responded

    Hi,

    We wanted to let you know that your idea is currently under review by our product team.

    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

18. Tie ticket to a KB

    Tie ticket to a KB. For example, if during a ticket, a certain issue was resolved, it would be nice to create a KB out of it for future references

    4 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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19. IT Portal integration

    KB: it would be nice to just link to IT portal. I can have that it just syncs. I want to suck in the documentation inside Atera. Need to get some documentation.

    4 votes

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    0 comments  ·  Delete…  ·  Admin →
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20. Ability to attach photos to cases on Mobile app

    Ability to attach photos to cases on Mobile app

    22 votes

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    1 comment  ·  Mobile App  ·  Delete…  ·  Admin →
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