235 results found
-
Add Battery health to API
To be able to pull in battery information on the API would be great. Other hardware info is there but nothing about the battery.
6 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
-
Major Flaw - tickets get permanently deleted if a contact is deleted
This is a major flaw. We have no idea how many tickets we have lost because of this.
Tickets should be linked to the customer not the contact.
Contacts can be employees who might get fired, quit or come back.
If you delete a contact it should just get hidden so that it can't be used on new tickets. And the contact should still show up on old tickets and should be allowed to be used in reporting.
And there should be a way to show deleted contacts incase the employee comes back.679 votesHey all,
I am happy to let you know we've added the option to deactivate contacts without deleting their tickets!
Once you deactivate/archive an end-user, their tickets will remain in the system, but you will see an indication on both their tickets and the end-user page that they are archived.
You will not be able to open new tickets on their behalf as long as they are deactivated, and of course you can always activate them back.
You can read more about the feature in this KB: https://support.atera.com/hc/en-us/articles/9357206583580-Manage-users#Deactivateuser
We hope you enjoy this new addition to Atera and as always, thank you for voting on ideas and shaping the product to be better and better with each new release.
Yakov
-
Add Ticket search on top of ticketpage on mobile app
Add Ticket search on top of ticketpage on mobile app
3 votesTicket search from the mobile app is now available! Thank you for your vote!
-
new ticket alert via email
When an end user opens a ticket and when it shows in the tickets on the dashboard, we the technician should receive an alert or email.
Right now, we have to keep checking to see if a new ticket is opened. Please make it so we are alerted when a new client ticket arrives.1 voteHey,
This is avalibale via our ticket automation rules!
Please check out this KB: https://support.atera.com/hc/en-us/articles/217533918-Set-Up-Commonly-Used-Ticket-Automation-Rules#h_01F23JP9DWJBHVV0NJCQVPCRPC
If you need further assistance please reach out to our support team via email (support@atera.com) or live chat.
Hope this helps!
-
Set tickets that are being replied to after being Closed to Reopened status
When a customer replies to a closed ticket the ticket then reopens and the Ticket Status is marked as Open. Would like a Ticket Automation Rule that will set tickets that are being replied to after being Closed to a Reopened status. We can then set up another rule to email the Technician the ticket was reopened. This will also be easier for us to track how many tickets have been reopened.
1 voteHey Bill,
Today, there already exists an automation rule to reopen the ticket (feel free to look at it under Admin > Ticket Automation Rules).
You can simply add another action to that rule to email the technician (action -> send email to technician) and attach an email template you've created.
I'll attach 2 relevant KBs but feel free to reach out to our support team via email or live chat if we can further help out!
https://support.atera.com/hc/en-us/articles/217598427-Create-Email-Templates-
https://support.atera.com/hc/en-us/articles/360018434920-Ticket-Automation-Rules
Hope this helps!
-
Ticket automation rules on unassigned tickets
It would be nice to be able to sent an email when a new ticket remains unassigned for x time.
11 votesHey all,
Happy to share that you can now perform real time and time-based actions (such as notifying or auto-assigning unassigned tickets after X hours) in our ticket automation rules.
You can find a guide for setting up a use case here (notifying a manager if a ticket was unassigned for 24 hours):
https://support.atera.com/hc/en-us/articles/5914785808156#Unassigned24Hours
Thank you for this suggestion, we hope you find it beneficial!
Yakov
-
Timesheet reports for ITD solution
Timesheet Reports needed for ITD:
I did manage to find the advanced reports, but none of them can provide the same information as in the Timesheet Report. I would like a ticket report to include the fields such as Ticket ID, Customer Name, Contact Name, Resolved, Resolved date, Technician name but I do not see any option to generate such a report.
3 votesI'm happy to share we have introduced the timesheet report for our IT Departments solution.
The report can be found under Admin > Reports > Classic Reports.
We hope you enjoy this new addition to our offering!
Yakov
-
"Reboot required" filter on devices
"Reboot required" filter on devices
56 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
-
View Passwords in Mobile App
Integrate the Atera password management area into the mobile app so the passwords can be viewed in the Atera mobile app and not solely in the desktop dashboard.
5 votes -
Knowledge Base Revamp
I would use the knowledge base, but it looks very unprofessional and bland. It should be completely redesigned to look organized and have better formatting options.
Please take a page from Atlassian (free). Their board is very well designed, and the editor has built in image snippets and formatting options to help the article look very professional. It also includes various image templates for article banners.
I would also add the option to access the KB without having to log in. Since Atera doesn't have SSO with LDAP or AD, i perhaps have a few users in the entire company…
29 votesHey all,
I am happy to let you know we have completly re-designed the Knowledge Base and the Portal to a brand new look and feel in the past couple of months.
With that, we've introduced SSO for the portal (through AzureAD and SAML protocols) in order to ease accessebility.
Feel free to contact our support team via email (support@atera.com) or live chat if you need any assistance in setting those up.
Hope this helps,
Yakov
-
Sync Phone number with Azure AD
There a not many contact fields synced with Azure AD. An important way is contact our customers via telephone (not mobile) - and that is missing. Also important is the field office or addresses. Because we have customers with more than one location.
51 votesHey,
I'm happy to update you that we are now retrieving the AzureAD (Entra ID) Business phone field into the "Phone" field upon sync with Atera.
We hope you enjoy this new addition, and as always, thank you for helping shape Atera to be better every day.
Yakov
-
Ability to trigger and send reminder on pending tickets
Currently, I have no option to automate email reminders for tickets pending customer response. I would like to send reminder to customer let's say after 3 and 5 days from the time technician sent a reply to customer.
And also, then ability to auto resolve ticket after some period.
I was thinking of tagging the ticket with timestamp when technician sends a response and then using that somehow, but the options are very limited.
1 voteHey Miroslav,
This is possible using our time-based automation rules!
Be sure to check this KB out and reach out to our support team if you need further assistance: https://support.atera.com/hc/en-us/articles/5914785808156
Thank you
-
Show mobile phones in the Contacts window
it would be nice the contacts mobile phones to be shown in the Contacts window.
5 votesReleased on the Mobile app
-
SSO for the users portal
Integration to allow for SSO.
551 votesHey all,
I am happy to announce we have introduced the possibility to log in via SSO to the service portal.
We support a single application connection, for both AzureAD applications and SAML-based IdPs.
The feature is currently available for our Enterprise customers using our IT department product. Down the line, we hope to introduce the SSO feature to our MSP customers as well.
If you'd like to read more, please follow this KB.
If you'd like to inquire about the Enterprise package, please reach out to your account manager or contact our customer success team (success@atera.com).
Thank you,
Yakov
-
quick replies on mobile
Being able to use the quick replies on the mobile app would be extremely helpful.
7 votesWe are happy to announce that the mobile app now offers Quick Reply functionality for tickets! Thank you for your vote!
-
Install Agent and assign to client AND folder
I'd like to be able to install an agent and for the agent to be automatically assigned to a client and a folder for that client. This would enable me to assign a software deployment task to automatically install applications on a new PC
11 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
-
Automate AD sync with Atera
I feel it would be very handy if AD sync with Atera could be automated to sync at midnight every night rather than having to do it manually
3 votesHey,
We have released an automated sync with AzureAD as part of our Enterprise and Superpower packages.
The sync is ongoing and performed every 12 hours, ensuring no manual action is needed on your end.
Of course, your sync settings (such as group and user settings filtering) are saved for the syncing of each instance.
You can read more about the functionality here: https://support.atera.com/hc/en-us/articles/7567690459804
If you're interested in looking at the different plans Atera offers, feel free to look at our pricing page
-
Mobile App search capabilities
More searching capabilities on the mobile app:
device name, contact, ticket number or title3 votes -
Device Details in Mobile App
There are many ways the mobile app can be improved. For the most part, it would be extremely useful to get a consistent UX between the different UIs.
To start with, here are some things that are currently available on the web UI that are not available in the mobile app:
1.) Machine Name (or computer name)
2.) Availability Monitoring (enabled/disabled)
3.) Date Added
4.) Last Logged User - there's a few things to say here. First, it should probably say "Last User Logon" so it makes more sense in English. Second, this is true for the web app and…52 votesWe are happy to inform that based on your idea and votes, we recently released a new version where you can see all the details of the Mac and Windows agents.
Thank you for your vote!
-
Atera Agent Silent Installer
Silent agent installer! [It was fine before, but since the last update we have to acknowledge a privacy message]
477 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
- Don't see your idea?