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  1. 1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  2. Split AI tool from agent and portal. Portal tool is useful for users but agent AI is bothering users. The all or nothing only option means we have to turn AI off altogether and lose the portal generative AI option that is helpful.

    2 votes

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  3. Allow tickets to be created from the helpdesk agent, Not requiring a redirect to the customer portal. When the user clicks "Open Ticket" put a pop-up in the middle of there screen that displays the ticket request. Allow then to capture their screen from it as well. Being able to upload files directly from there and gathering a report of the computer and attaching that to the ticket would be a great add on aswell.

    2 votes

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  4. We would like to get an Alert via email when a new Agent has been installed on any of the customers.

    Some Customers install agent by them self therefore we need this notification.

    9 votes

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  5. Put the Helpdesk agent in French to allow French staff to enter tickets with elements in French

    2 votes

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  6. We need to use splashtop not only for our domain and registered to atera users but also to our external on their own devices.

    How is this possible ?

    2 votes

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  7. Customize the default shortcut Ctrl + F12 to post a ticket

    1 vote

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  8. Configurable bullet point task list at the top of the ticket.

    This would make it so much easier to read through a ticket instead of having to scroll through the entire conversation. It does not help that responses and internal notes are basically the same color. Please get something better for IT helpDesk features!

    2 votes

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  9. This could be really useful but there are a number of problems that are preventing us from using it:

    Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

    Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify…

    6 votes

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  10. I would like to start using the Helpdesk Agent chat function but am hindered by its limited ability to notify me of chat requests. Notifications only appear on the Atera portal page. So, if I am not looking at that page (which is most of the time) I will not be aware of the request and then end up having a customer who is annoyed by my lack of response. Having chat notifications pushed from the browser to the OS would solve this problem. 

    1 vote

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  11. Would love if you could integrate a privilege access management feature like Auto Elevate.

    2 votes

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  12. With the current status of the web interface for the ticketing system + the mobile app (constantly forcing me to sign in, not showing the latest reply on top etc) could the team please consider allow us to interact with the ticketing system via email like many of the popular ticketing systems (e.g. Freshkdesk) do?

    For example, before using Atera I used Spiceworks Ticketing (really showing my age here) and then Freshdesk support after that.

    Both allowed me to do things like e-mail helpdesk@my-msp.com then in the email add a hash-tag command.

    For e.g. if one of my our customers…

    18 votes

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  13. Helpdesk agent to be translated in French

    8 votes

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  14. Maybe this is a bug, but I notice on the Android Mobile app (using a fully updated Google Pixel 6a) if you have not run the remote connection from a PC initially, the option to Connect on mobile is greyed out. After connecting at least once to trigger the install it works on mobile as expected.

    Maybe this is how it is supposed to be, but it would be nice if the default remote got installed fully when the agent does. Often times when out remote and installing new agents, it is nice to quickly verify full connectivity from mobile…

    3 votes

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  15. Since the default is disabled, there should be a way to see if it is enabled in the GUI without having to use a script or something of the like.

    Or have a global setting to "Enable" it by default so that you don't have to configure each machine.

    1 vote

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  16. It would be good if a ticket were created automatically each time a computer was requested to be shut down, from the helpdesk.
    This would allow for a more detailed history of actions on each computer.

    1 vote

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  17. If a ticket is written in FRENCH, is it possible to have the IT sum up in the same language, please ? :)
    Greeting

    5 votes

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  18. It's too easy for a user to exit the HelpDesk Agent. We would like the ability to "lock" the app. Have a setting in Atera/Customer, that would either grey out the word Exit, or if they clicked it a message would pop-up saying, this feature has been disabled by your administrator.

    1 vote

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  19. 1 vote

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  20. Is there a way to check the Windows event log and notify us if a defined event is logged?

    example: notify us if a computer crashes with a bluescreen or if there is a bad sector in the drive

    1 vote

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