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  1. For the love of god put a Create Ticket button on the ticketing portal. There's only 2 things on this screen knowledge base and tickets. More than likely this person is on the tickets screen to put in a ticket. Place it at the top or above the categories for easy access. It's confusing that people have to click Tickets, to make a ticket when they are already on the tickets screen. It's just an unnecessary step.

    2 votes

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  2. Could you please fix the text editor when creating knowledge base articles.

    I have to create the article in a word document and then copy and paste it into the text box for creating articles.

    Half the time it still distorts my text and font after copying and pasting.

    Atera is great for the most part but this really makes me not want to create KB articles and I have to create articles, I am a Document Queen!
    ..Please make my life less stressful and fix this.

    1 vote

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  3. Would be great if it automatically alphabetized the knowledge base categories. It would make looking up important information a lot quicker than having to scroll up and down constantly trying to find an article, especially when your kb has a huge amount of info articles

    1 vote

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  4. On service portal, clicking on "Forgot password" or "Access using activation link" the customer receive an e-mail in english and not in the localized language as customer portal (italian in my case). Give the possibility to customize the email text.

    1 vote

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  5. Allow us to add embedded iframe links into articles

    1 vote

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  6. SSO for the customer portal should be a standard feature. Apparently, it is only available to the Enterprise Level Subscriptions which is very expensive and offers a lot of features that are not as necessary as SSO.
    Please ATERA make that available to all

    3 votes

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  7. I would like the ability to use Markdown when creating a Knowledgebase article.

    3 votes

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  8. All options for the portal should be under one admin section. At the moment the default options for tickets seen and other items are under "Account Settings" I feel all customer portal options should be under "Customer Portal" including customisable options.

    8 votes

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  9. When I go in to create new categories for the Knowledge base they are nicely sorted. When I create a new KB it's completely unsorted with no categories. It's a PITA to find the selection I want. It would be super useful to have the category and selection just like the ticketing system. Please fix this!

    4 votes

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  10. Allow the knowledge base to have separate categories for each department. (I.E. accounting software articles for the accounting team only) To ensure there is no unnecessary confusion for end users!

    6 votes

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  11. When building out our knowledge base (KB) on Atera for the AI assistant to pull from I have noticed that it will sometimes pull an answer from the internet that I do not want instead of checking for a KB article on the topic first.
    It would be very helpful to better customize the AI assistant's answers if there were an option to force the AI assistant to review the KB every time before answering.

    11 votes

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  12. So, is there any ways to have like 2 kinds (categories) of contacts : customers OR only-contact ?

    Email #1 ==> customers

    Email #2 ==> only-contacts

    In order to display both ?

    Because actually, we only have customers .. so if we wish to use ATERA like a small crm, it may be a good idea to separate CUSTOMERS and ONLY-CONTACTS.
    Thanks :)

    1 vote

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  13. Data Portability needs to be prioritized. The Knowledge Base needs to have the ability to bulk export all the knowledge articles we create. I can't trust using a service if there isn't an easy way to get our data out when needed.

    3 votes

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  14. It would be extremely helpful to update the search function in the Knowledgebase to be more akin to the ticket filtering. Including various field variables that the user can set to filter various knowledgebase articles.

    Client \ Who created \ Date created by \ Subject Tag \ etc..

    Doing this would make searching through the knowledgebase for relevant articles a great deal easier.

    2 votes

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  15. I am currently on the growth plan and am a bit peeved. It's ridiculous that I am able to set up a custom domain, and on that page, there is no mention that an SSL requires me to upgrade the plan. There is literally zero point in having a custom domain that is not SSL encrypted so having it as an option for Non-applicable plans is idiotic.

    8 votes

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  16. The customer portal logo is currently getting deformed as the size of the box is not the same as what we are supposed to upload 100*200. Can you please fix this?

    3 votes

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  17. The ability to add to the menu for self service items that a user could try before raising a ticket. Such as a clickable menu item to run a script to:
    Reset IP Address - resets IP address
    Reset Print Spooler - resets print spooler service
    Check Disk - run SFC
    System Info - displays system information so they could add this to the ticket
    Slow PC - clicking on this option could run a script to run checks/resolution to speed up the device.

    1 vote

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  18. Would be nice to have a way to easily transfer notes from one note to the atera knowledge base without just using copy and paste.

    1 vote

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  19. Currently, only power users and enterprise users can use this feature! None of the browsers will allow downloading the agent from the HTTP links anymore and constantly give alerts to the customers that the file they downloaded might be harmful to their system. Please allow this on the lower tiers as well.

    5 votes

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  20. Let us assign the organization that has or have access to the kb

    2 votes

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