Ideas and Feedback

Ideas and Feedback

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  1. If we open more than one ticket the Tab title always says "Atera -RMM...." which makes it hard to find the ticket we want. It would be much easier if it gave the ticket title instead

    1 vote

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  2. I used to use Connectwise and you could click on Time Entries to see how many hours a tech worked and it broke it down by tickets, so you could specifically see how long a tech worked a ticket when they had made the time entry.

    1 vote

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  3. The address format on the dashboard is backwards. In the states the address is typically:
    123 street Ave
    City, State, Zip
    USA

    but on the dashboard the format is backwards

    usa
    State, city, address, zip.

    can we get this formatted correctly?

    1 vote

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  4. Since it is quite difficult for us to manually refresh the Atera ticket management website each time we want to see the most recent ticket modifications, it would be a huge improvement if this happened automatically. This would also reduce response times.

    1 vote

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  5. Current setup:
    In the adminpanel the tickets can be displayed. It is possible to set filters and save the filter so it is easy to access these again.
    Columns like "Details", "SLA" etc. are shown by default.
    There it is possible to define multiple filter for different use-case.

    Problem:
    When searching for tickets you might need to switch filters to get a good overview.
    This can be time consuming when being on a call with a customer.

    Improvement:
    Create 2 views:
    1. Filter view
    This is the view which is already available and can be used to create filters and…

    1 vote

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  6. Monitoring metrics like latency, data jitter, and round-trip time (RTT) are very common in other monitoring solutions. It would be great if Atera added these metrics to TCP, HTTP, and Generic devices for much needed insight.

    Additional metrics that would be extremely useful for monitoring WANs are bandwidth capacity and bandwidth consumption.

    1 vote

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  7. Right now I can only see about a week of monitoring history for TCP, HTTP, SNMP, and Generic devices. I'd really like to see more data than that - at least enough to see trends over the course of a year or two. I'd also like to be able to report on this info.

    2 votes

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  8. Currently, we have our IT office hosting a few TVs showing uptime reports and such. Having an option to create a link to the Atera dashboard without sign-in (without write access of course) would be a great idea for a quick glance to see if any devices are down.

    1 vote

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  9. It would be nice for the map on the dashboard to have the pins change colors based on location status - i.e. green if there are no issues detected, orange if there are warning alerts and red for critical alerts.

    Also, add a hover menu where when the mouse hovers over a pin it shows the client's name and a list of alerts, then when clicking on the pin it opens the client's devices.

    1 vote

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  10. It would be useful to see when another engineer is looking at the same ticket as you, and potentially even show when they are typing. This prevents replying to the customer twice and potentially confusing them if someone has already done the work/replied.

    I have seen this feature in other helpdesks such as FreshDesk, for those who have remote workers this would be very useful

    4 votes

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  11. New version automatically refreshes back to Dashboard every few seconds. I primarily remain on the Devices tab, as I almost exclusively use Atera to connect to remote computers. However, now, I can't even scroll for a few seconds in Devices without Atera refreshing back to the Dashboard, interrupting my work. Please disable this "feature" or include a setting to allow disabling by admins.

    2 votes

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  12. Advanced filter to show most common ticket subject line (Most common keywords, etc)

    1 vote

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  13. TL;DR: Would like to be able to hide unused features in admin console menus and sidebars.

    Many MSPs use best of breed (or personal favorite) in each category of their App stack. Some may use the RMM and not the PSA or the AntiVirus, or Backup. Yet all the unused features still clog up the admin console. Having the ability to hide all those unused/unwanted features would help streamline the use of the tool, and cause less confusion for new technicians.

    lead: "why is this ticket 15 days old? Customer is complaining!"
    newbie: "I opened a ticket for Joe.."
    lead:…

    2 votes

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  14. I would like to ask if it would be possible to get a view where ALL opened and re-opened tickets is included. This will give us a better ”real” view of the ticket activity (open/reopen(close) on a daily basis (since we often work with reopening tickets)

    1 vote

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  15. Not sure if I selected the right category. I believe that you need to offer technical support via phone. It's a vital channel for support, can resolve issues much quicker than chat, and lead to greater customer satisfaction. In fact, my customers demand it, and I completely understand why.

    1 vote

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  16. The actual map is totally zoomed out and it would be great, if the map automatically fits to the monitored customers

    2 votes

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  17. Hi Atera Support,
    Please could you create a Dashboard that shows the number of tickets closed per a technician per a day.
    This helps my team to be more competitive and also ensures who is being the most productive technician.
    Kind Regards

    3 votes

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  18. 5 votes

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  19. we report need on email which devices offline from more than 1 month

    1 vote

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  20. IIs it possible to integrate this field in search as well?
    And I would also recommend an automatic deletion of the entered content after the search or put an X to delete the entered content.

    Thank you!

    1 vote

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