4846 results found

1. Customer mobile app

   It would be good to have a mobile application for users, in order to make an ticket easier and faster. It would be good to download and install custom application by scanning the QR code from the agent, download application and automatically configure account from agent. Today, my users are too lazy to send emails or open portals. Also, if the ticket closes by tehnician, it would be good for the user to confirm the closing of the ticket! Also, it would be good if they could leave a short video, voice message or some other attachment when opening the ticket

   It would be good to have a mobile application for users, in order to make an ticket easier and faster. It would be good to download and install custom application by scanning the QR code from the agent, download application and automatically configure account from agent. Today, my users are too lazy to send emails or open portals. Also, if the ticket closes by tehnician, it would be good for the user to confirm the closing of the ticket! Also, it would be good if they could leave a short video, voice message or some other attachment when opening the… more

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   0 comments  ·  Customers  ·  Edit…  ·  Delete…  ·  Admin →
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2. Custom Timezones for Customers

   Customers don't have a timezone option at the moment.
   I have customers in multiple timezones, so would be handy to have a timezone option for customers so when they say "I submitted a ticket at 8AM" I don't need to do some mental maths to work out when that is.

   6 votes

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   0 comments  ·  Customers  ·  Delete…  ·  Admin →
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3. Reporting (with excel Exports)

   Across All Categories:
   Being the admin on our system I have the need to run many reports across ALL Customers, or ALL Devices, or ALL Tickets, or any other detail.
   We need a Report section where we can select certain criteria, and be able to run it against (All our system data)
   ALL Customers, or ALL Devices, or ALL Tickets. I realize using ALL seems like a wide open query, but not if you limit the choices.

   Examples:

   First select either Customer, or Ticket, or Devices, etc

   Customer (Across all Customers)
   drop down list of All available Customer fields (including Custom)
   Let me select the fields I want to use for my search criteria
   Return all Customer fields as part of the search results - And let me Export to Excel
   Example: Return all Customer's (and all field data) for Customers created during 2021, or between two dates.

   Tickets (Across all Customers)
   You already have the query built here, just give me an option to export to Excel
   drop down list of All Ticket fields (including Custom)
   Let me select the fields I want to use for my search criteria
   Return all Ticket fields as part of the search results (maybe only the first 100 characters of the Client initial ticket request) - And let me Export to Excel
   Example:
   All tickets with specified tags - and allow me to export to Excel
   All tickets between two dates - and allow me to export to Excel
   As I mentioned, you already have the query built here, just give me an option to export to Excel

   Devices (Across all Customers)
   drop down list of All Ticket fields (including Custom)
   Let me select the fields I want to use for my search criteria
   Return all Device fields as part of the search results
   Examples:
   Return all Devices where OS Edition contains Windows 10*
   Return all Devices where OS Edition contains Version is Windows 10* and OS Version is 20H2
   Return all Devices with Windows 10 that have either KB50009543 or KB5010793 installed. Across All Customers.

   Using IT Automation profiles:
   At present I can create an IT Automation profile to run my own script. I can easily create the IT Automation profile. The issue is adding clients and devices. If I add the Customer name on the first field, it automatically adds all devices for the Customer. I have no way to select Customer-Alias Folder Name. If I try to add from the Folders screen, the drop down is empty.
   i.e. Favorites, or a Custom folder named Workstations.

   To do this, I must navigate away, and go to Customers > Devices, and select our custom folder "Workstations".
   By clicking the Actions button I am able to apply it to the IT Automation Profile to all devices within that Folder.

   The issue is when I need to exclude, or remove devices from my IT Automation Profile after it has been created. The removal process using the IT Automation screen is too small to scroll through several hundred devices (at 5 per page) and pick and choose. At present I must navigate to the individual device, then the device details page and remove the IT Automation Profile that has been assigned. I have found this to also be cumbersome. And quite frankly it is easier and faster to delete my IT Automation Profile and start over from scratch.

   Across All Categories:
   Being the admin on our system I have the need to run many reports across ALL Customers, or ALL Devices, or ALL Tickets, or any other detail.
   We need a Report section where we can select certain criteria, and be able to run it against (All our system data)
   ALL Customers, or ALL Devices, or ALL Tickets. I realize using ALL seems like a wide open query, but not if you limit the choices.

   Examples:

   First select either Customer, or Ticket, or Devices, etc

   Customer (Across all Customers)
   drop down list of All available Customer fields (including… more

   5 votes

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   0 comments  ·  Reports  ·  Delete…  ·  Admin →
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4. Would really like to see a report available on User activity, in respect to WFH users. Historic Idle/active time etc.

   Utilising the Idle/active time on the 'user activity' module. It would be good to be able to produce a report that shows if the computer has been 'active' or 'idle' during a day - this relates to WFH users who remote desktop into their computers.

   8 votes

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   1 comment  ·  Reports  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminProduct Team (Product Team, Atera) responded

   Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

5. create ticket with remote connect to customer computer

   Having a ticket automatically created when a tech hits the Connect button to remotely login to a customer machine. There are times when a tech will connect to a computer to do or check something when there is not already a ticket created. Having a ticket automatically created or opened to fill in by the tech any time they connect would keep them from forgetting to track their time or documenting what they do. We are still using GoToAssist for remote support and at the end of each session a box pops up for the tech to fill in notes on the session. Then we can pull a report monthly with all the details - tech, computer, start/end time and the notes. Nothing gets lost on billing this way. If we has something like that in Atera, we could finally drop the crazy cost of GoToAssist and not have to track support time in 2 systems.

   Having a ticket automatically created when a tech hits the Connect button to remotely login to a customer machine. There are times when a tech will connect to a computer to do or check something when there is not already a ticket created. Having a ticket automatically created or opened to fill in by the tech any time they connect would keep them from forgetting to track their time or documenting what they do. We are still using GoToAssist for remote support and at the end of each session a box pops up for the tech to fill in notes… more

   7 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminProduct Team (Product Team, Atera) responded

   Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

6. Licensing option for Remote Control only

   I am a manager in a team of 5. Myself and one other are dedicated to maintaining the hardware and endpoint software on our network. We both have Atera licences and work onsite.

   I also have 3 team members who develop inhouse software applications for use by our clinical colleagues. All three of these team members now work from home permanently. There have been many occasions where it would have been useful for these three colleagues to have the ability to remote control users machines who are onsite for support and training purposes, particularly recently.

   As manager for both sides of the team, it would make sense to me for my three remote colleagues to use the device listing and splashtop capabilities within Atera to be able to do this. They would need no other access to any other part of Atera. Basically pick a machine from the devices list and remote control that machine, nothing else.

   As a small charity, it would be difficult for me to justify 3 basic licences per month just to enable this functionality.

   With that in mind, would there be an opportunity to introduce a cheaper licencing tranche that enables remote control only? I can't believe me and my team are the only people for whom this would prove beneficial?

   Thanks for your time (and a superb product), I look forward to hearing your thoughts.

   I am a manager in a team of 5. Myself and one other are dedicated to maintaining the hardware and endpoint software on our network. We both have Atera licences and work onsite.

   I also have 3 team members who develop inhouse software applications for use by our clinical colleagues. All three of these team members now work from home permanently. There have been many occasions where it would have been useful for these three colleagues to have the ability to remote control users machines who are onsite for support and training purposes, particularly recently.

   As manager for both sides… more

   4 votes

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   0 comments  ·  Work From Home  ·  Delete…  ·  Admin →
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7. Atera Calendar with CalDav Support

   What about an internal Atera Calendar with CalDav support?

   We can then use CALDAV to sync our Atera calendar with our phones or other calendar applications that are sync with CALDAV capable calendars.

   2 votes

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   0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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8. Device Filtering

   The filtering devices, when looking through devices for available patches it would be nice to sort by the patches column so instead of searching through the whole list, we can see all the devices with pending patches sorted to the top of the list and go through these. It would be extremely helpful if the sorting could be applied to all columns.

   11 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminProduct Team (Product Team, Atera) responded

   Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

9. Bring back the scroll bar

   Bring back the scroll bar. Removing the scrollbar is probably the worst idea since Nazis. Especially for anyone who is trained in IT and UI/UX, like I am.

   6 votes

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   0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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10. upgrade to win11 blocker patch

    I am looking up to block/exclude the win11 upgrade patch. Can atera please facilitate that option asap as the users are trying to upgrade the patch which later hampering the work.

    3 votes

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    1 comment  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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11. Conversation / Effort Thread

    The email / reply section of the ticket, is the only thing that appears as part of the conversation thread. Any time / notes posted, does not show "in line" as part of the thread.

    Autotask / ConnectWise, both put ANY effort (notes / email) in order as part of the entire conversation thread. Not having the time/notes show is a waste of effort filling it out. ideally, the email "reply" section should be REMOVED and ANY effort, including an email to the affected user, should be time tracked and part of the thread (ala ConnectWise/AutoTask)

    5 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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12. Scripts, on a case by case basis

    When I am running a script against a single device, the overlay window covers up the machine name. The only way I can view the machine name is to maximize my browser window. I do not use a maximized browser window (ever). There are days I am pushing scripts to multiple machines, all on a case by case basis.

    Please relocate the position of the script running overlay. Make the overlay screen smaller, and much lower on the screen, so I can still see the Device name without having to maximize my browser.

    Or change the overlay window so I can minimize or move it, so I can see the device details.

    When I am running a script against a single device, the overlay window covers up the machine name. The only way I can view the machine name is to maximize my browser window. I do not use a maximized browser window (ever). There are days I am pushing scripts to multiple machines, all on a case by case basis.

    Please relocate the position of the script running overlay. Make the overlay screen smaller, and much lower on the screen, so I can still see the Device name without having to maximize my browser.

    Or change the overlay window so I… more

    3 votes

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    0 comments  ·  Admin & Core  ·  Delete…  ·  Admin →
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13. Acronis Advanced Email Security

    Acronis is offering a new Advanced Email Security feature I would like to try out. According to Atera support, this is not available in the current package. Please add/enable this feature.

    10 votes

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    1 comment  ·  Acronis  ·  Delete…  ·  Admin →
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14. We want to be able to disable/enable a client without losing the data

    When you delete a customer, all data under that customer will be deleted. Including contacts, devices, alerts, and tickets. It would be better to replace this with an enable/disable button to not lose the data.

    6 votes

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    1 comment  ·  Customers  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminProduct Team (Product Team, Atera) responded

    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

15. Indication of if a connection to a device is ongoing

    If another tech is already connected to an agent, it would be great if it displayed who is accessing that agent in real-time

    2 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminProduct Team (Product Team, Atera) responded

    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

16. send mail from 2 different domains

    replies on a ticket can only be sent from one domain. it would be useful if based on the client who sents the ticket we can reply with two different domains. for costumer A with domain B and for customer C with domain D.

    5 votes

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    0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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17. Install Webroot when Agent next online

    I've been informed this does not happen.

    If an Agent is offline you can still select the device for a Webroot install (in customers - list devices, tick the offline device(s), click on AV symbol /shield then select Install webroot and paste key) message shows 'Webroot action was sent to succesfull agents only'- but this doesn't work.

    Can the system queue the action and deploy webroot when next online ?

    32 votes

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    0 comments  ·  Webroot  ·  Delete…  ·  Admin →
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18. GPU metrics

    Please consider adding GPU Usage % to the Agent Metrics (to show along with CPU and Memory %)

    We have a lot of architectual, media and engineering clients where GPU usage is an important metric to monitor and log.

    20 votes

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    1 comment  ·  Agent  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminProduct Team (Product Team, Atera) responded

    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

19. splashtop message logs

    It would be good to be able to recover message history from splashtop remote help sessions. I have a billing dispute with a client where i need to show them the time spent on session as well as the chat history proving PEBKAC.

    20 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminProduct Team (Product Team, Atera) responded

    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

20. Better Formatting for Replies

    ticket reply with formatting similar to outlook
    The formatting of the replies is very Limited

    7 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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