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43 results found

  1. Why there is no retention time in the popup for mass deinstallations (or single deinstallations) which i can do at the report for the software inventory? that would be really needed because often we need to deinstall a product on all devices of a customer and at the moment only can do this if they are online. have a retention time this generally is a "fire and forget" thing if you know what i mean...

    2 votes

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  2. Scenario: we have two tickets: Ticket A, and a duplicate, Ticket B. Before realizing they were duplicates, tech responds to Ticket B and add's cc recipients. After realizing the tickets are duplicates, Ticket B is merged into Ticket A. The cc'd recipients on Ticket B should also merge into Ticket A

    I found in Support Request #451828 that it is the designed behavior to drop CC'd recipients from Ticket B when merged with Ticket A. It would be much more useful if this behavior was the opposite; allowing a more fluid ticket conversation that is not disrupted by the merge…

    2 votes

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  3. When a Support Agent takes a phone call and opens a ticket for a specific client we should be able to see how long we have to fix this ticket.

    Some clients might pay a large amount of money on a monthly basis and wants everything included.

    So when an agent opens a ticket over the phone it does add the SLA ONLY IF it is set to hourly rate - not managed with monthly fee I cant see the option to select the Contract which they are actually on.

    But if the customer opens a ticket from the helpdesk…

    1 vote

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  4. While Discord servers are often associated to "gaming," it's also a rapidly growing platform for PSAs, general chat and communication (you can create threads for ideas, and general communication(s) between customers), and host events as it has capabilities for voice chat, as well as video chat and streaming.

    A good few competitors have it, and seeing as (in my humble opinion) Atera is more of the "cool kid" than (and I'll "our") our competitors, it would just be a great opportunity.

    2 votes

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  5. It would be very nice if we could get a sound and/or popup notifications when someone responds to a ticket or starts a chat.

    11 votes

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  6. Schedule Uninstalls from software inventory reports

    1 vote

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  7. Hello Atera Community,

    I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.

    Why Ticket Queues?

    Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.

    Assigning Tickets to Queues

    Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we…

    16 votes

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  8. I've seen this capability in other PSA's we demo'd before choosing Atera - honestly I was surprised Atera did not have this feature - even the freebie helpdesks have accommodated for this.

    It would be great for the ticketing system to have the ability to ignore out of office replies - discard them like they never came through.

    I've typically seen this as an option to ignore emails based on a regex string for the Subject; something like this has worked for us with previous ticketing systems:

    ([Oo]ut of( the)? [Oo]ffice)|([Aa]uto(matic)?[- ]?[Rr]eply)

    Thanks for considering!

    4 votes

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  9. I really like what you've done so far with the ticket automation rules - we've found a lot of use already in the current capabilities.

    Could you please consider adding CC: actions to ticket automation? Specifically, the ability to strip CC:'s, and add CC:'s based on conditions.

    In our specific scenario:
    We have some routine ticket emails for employee changes/terminations that are sent to the helpdesk. All are titled consistently enough where we could build the condition we need to work off of. The ticket email typically contains about 20ish other personnel that do not need to be involved in…

    2 votes

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  10. At the moment the file copy window is a fixed size. It means you cant expand the windows to see the full file paths.

    Can you make the windows scalable so you can drag open the column widths etc, as at the moment you cannot work out what file path is what if the start of each path is the same.. navigating to a file using that window is so awkward sometimes you cant see where you are going!

    3 votes

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  11. Hi, we use Atera in an IT department.
    We have set up our sites as Departments.
    We would like to get a {[Main Site User]} variable added so we can refer to people's managers in email templates.

    Thanks.

    1 vote

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  12. To have the widget of the dashboard show the actual average time of the ticket. Based on a calendar and working hours. If a ticket comes in over the weekend we don't want it to count.

    2 votes

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  13. 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.com

    etc.

    14 votes

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  14. Fully integrate Atera with Datto RMM

    2 votes

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  15. 10 votes

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  16. Very often I'm running a series of scripts one right after another. But the pattern isn't consistent enough to write a master script or package.

    How about adding a "Back to Scripts" button to the Script Run Summary screen next to the "Go To Agent" button?

    This would save some clicks and cut some time out of executing a sequence of scripts.

    4 votes

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  17. Possibility to have more than from SNMTP set up so we can send the email address from other ones

    8 votes

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  18. KBs: it is very clunky the way it is formatted. Not easy to use. They come all all stretched and weird.

    5 votes

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  19. An Import tool for Connectwise Manage to pull information into Atera. for record history and to keep clients information up to date after a migration from CW Manage to Atera.

    4 votes

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  20. Full integration of Atera RMM with Autotask PSA that can import assets, tickets, contacts etc to Autotask PSA.

    3 votes

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