It would be great for a tech to be able to set themselves as 'out of office' if they're away for any period of time. This way if a client updates a ticket assigned to that tech we can have an automation rule unassign the ticket so someone else can deal with it.

At present the only way to do this is either, have someone watching that tech's tickets, or unassign jobs before leaving for a holiday/sickness. The process is too manual.

We would like to have the ability to assign different licensing to different employees as an example if we have a security team to do some port checking or so we would like to assign them the network discovery option but not for the rest of the team that will never use it. This goes for Guest as well for example: Customer would lik to use our tool to jump on his own machines so we should be able to assign a limited license for remote management only.

I think it would be a good idea to be able to hide these tabs for certain roles
EG we have a client that has an onsite technician and he has access to our ticketing system I do not want him to be able to see those tabs
Our L1 techs should also not be able to see those tabs since we do not use them

Ability to set roles for viewing the Activity Log instead of providing full admin access or not. Currently if a user is not granted full admin access, they will not be able to view the activity log.

A separate permission that we can turn on/off to allow members of a Role to create new clients. I am not comfortable with the idea of allowing all of our technicians Full Admin Access just to have the ability to create a new client/customer.

Centralised User Directory for Technicians: I onboard and offboard talent, I am having to go to the Atera site to manage technicians instead of going to a centralized user directory where I can deprecate users.

In addition to a customer portal to view tickets, a non-technician licence which would allow end customers to see their devices and alerts as well

I think it would be good if there were separate permissions to edit the knowledge base without being a full administrator. A process description does not have to open up the possibilities in the same way as the right to extend a license.

For the Admin role the default for:
Ticketing Automated Assignment should be set to
DO NOT Include user in the auto-assignment list found in Ticket Automation Rules
With the option to change the setting without having to create a new role.
HR, Accounting, Owners, NOC, and Escalation need higher-level access without being auto-assigned tickets that should be going to the helpdesk.

More granular user permissions. A lot of things now require the highest admin rights which should really be reserved for the owner. Also, it would be nice if the folders for client devices allowed granular permissions, that way certain techs could have access to some client devices but not all.

Not all technicians should have the same privileges per customer, folder, or machine.

We need the ability to limit level 1 or outsourced technicians from running scripts, accessing a remote command prompt or PowerShell.

Currently, all technicians have SYSTEM account access to all endpoints.

This is a major security concern!

Currently, any technician can reset or create admin credentials.

This includes Active Directory domain controllers.

Entering the following commands from a remote command prompt will grant all technicians domain admin rights.

net user administrator /active:yes
net user administrator $NewPassword$

Ability for techs that don't have Admin privileges to add SNMP devices.

Uploaded scripts need to be verified safe before general release to confirm they are not opening doors to hackers or compromising systems in any way..

Rather than requiring "global" ticket access. It would be helpful if the system would allow the assigned technician to reassign the ticket to another tech within the same role/group. Or allow a ticket to be auto-assigned/round-robin to members within a role/group.

Add support for oauth/oidc so that it's possible to setup against azure ad for an example. Then neither admin/tech or customers would need to hazzle with yet another password.