4677 results found

1. swap it auto profiles and update it auto profiles in time scheme

   we do have the problem that we are atera customer since 2016 and started with setup in that times. then there was a breakpoint when atera developed a new time scheme model for it auto profiles.

   now the point is - for reasons that cannot be explained by me - there is not "update button" for a profile which would start with a fresh new scheme for just to enter the desired one again. this is needed!

   and for the next if that will not be developed that we need a tool to swap all assigned it auto profiles means...
   klick the button "swap profile" and get a popup with a dropdown to select the old profile and another one with the new profile. then it should show in ribbons all customers who have the old one assigned as default (which is a dangerous function to me anyhow), and another ribbon with agents who have directly assigned the old profile. that agent ribbon should have a filter option for all or a desired customer. then select which device/customer should swap the profile and - bam - done.

   But you could do this differently because it is a wish too: the advanced filter should be able to search for devices with a certain it auto profile (threshold profiles would be handy too), then i could select the needed devices and add the desired it auto profile for bulk adding - but then there MUST be a bulk remove option be there too...

   at the moment you can do nothing like this and should really know exactly what to setup if you add new customers. later changes are really, really time consuming. at the moment - because time scheme can not be changed - we would have to open(!) about 800 devices to remove a profile... that's weird.

   we do have the problem that we are atera customer since 2016 and started with setup in that times. then there was a breakpoint when atera developed a new time scheme model for it auto profiles.

   now the point is - for reasons that cannot be explained by me - there is not "update button" for a profile which would start with a fresh new scheme for just to enter the desired one again. this is needed!

   and for the next if that will not be developed that we need a tool to swap all assigned it auto profiles means...… more

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2. Outage Alert

   Create method to email all customers regarding an outage. Outages that comes to mind are Microsoft service outage or Internet outage in a region.
   This method could be use to email all the contacts of a customer or to all customers.

   13 votes

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   1 comment  ·  Customers  ·  Delete…  ·  Admin →
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3. Celsius to Fahrenheit for alert thresholds

   Please allow changing from Celsius to Fahrenheit for alert thresholds

   12 votes

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   1 comment  ·  Alerts  ·  Delete…  ·  Admin →
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4. Solution/Solved Tag in tickets + Solution Search

   You have just been dealing with a difficult case, after hours/days you finally nail it and solve it. You feel great, the world is at your feet, other techs look upon you with awe as if a God walks among them.

   Now what you really want to do is add a note to your ticket "This issue was solved by doing the following..." and you provide a summary or link to the article you followed, and then tick a lovely check box that says "this update contains a solution" or something similar.

   This will mark this ticket update as searchable, also containing the client and user the ticket was logged against and the tech who wrote the solution.

   not so difficult so far...

   Then the good bit, an extra seach function in atera to search through all those notes that are marked as a solutions.

   "do you remember when Dave at Client X had that really wierd issue? its cropped up for Pete at Client Y!"

   a solution search would change the reply from
   "oh man that was ages ago, Jim solved that but he doesnt work here anymore" to "pop open atera, search the solutions against Client X made by Jim" - "oh look , there's the fix!"

   Some of you may say that's what the knowledgbase is for, but the interface for the knowledgebase is so about faced it makes it horrible to use. and you have to make the effort to save your notes from a case, then go in, click new article and seemingly work backwards to create a category, then a section, then you can finally add your atricle in a write it up. It's about as streamlined as a Borg Cube.

   Who has the time to do this? normally its finish one ticket, move to the next, the luxury of write up time after a case is far away on the wish list. But a simple check box when writing a ticket, that is streamlined and efficient

   You have just been dealing with a difficult case, after hours/days you finally nail it and solve it. You feel great, the world is at your feet, other techs look upon you with awe as if a God walks among them.

   Now what you really want to do is add a note to your ticket "This issue was solved by doing the following..." and you provide a summary or link to the article you followed, and then tick a lovely check box that says "this update contains a solution" or something similar.

   This will mark this ticket update as searchable,… more

   7 votes

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5. Dave Wells Nov 4, 2021, 16:32 GMT+2 Request to add the "Customer" Field as a related field in Ticket Automation Actions

   Dave Wells

   Nov 4, 2021, 16:32 GMT+2

   I would like to Request to add the "Customer" Field as a related field in Ticket Automation Actions for the Atera Admin portal. I need the "Related Field" drop down to have the "Customer" field as an option to select for the Action of a rule.

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6. NetSuite ERP Integration

   Integration into NetSuite ERP.

   6 votes

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   0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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7. Filter in Ticket Queue To Not Be Limited To Max 10 Customers

   Filters on the ticket queue to filter more than just 10 customers, as this is the limit right now.

   2 votes

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8. Historical report for Agents Installed

   We need to be able to run reports to find out which agents were installed during specific periods of time in the past. Currently as soon as an agent is uninstalled it no longer appears in any reports. But it is critical for MSP to be able to go back in time and find out which agents were installed between particular dates in the past.

   4 votes

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9. MAC address interface association

   Could you include a descriptor with the MAC address in the agent? For devices with multiple interfaces, I cannot tell which address is associated with which interface.

   4 votes

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10. Optimization of Atera app on Safari

    Optimization in safari would be something we would like a bit more of. For example, ticket list, there is a bit of a scrolling issue especially with the new UI.

    2 votes

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11. Database snapshots and Geo-redundant database to be available on lower tier plans

    Database snapshots and Geo-redundant database to be available for lower tier plans as well, not just Power.

    2 votes

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12. Bulk group email alerts and email marketing

    Need to email customers in bulk based on selectable criteria for both alert emails and marketing. IE Critical Vulnerability found for Windows users, web service down, known outage, holiday message re opening hours, new products or features available etc. This will save much time fielding calls and tickets about know issues and improve communication with customers and marketing.

    3 votes

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13. Uploaded or contributed scripts need to be verified

    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..

    4 votes

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    0 comments  ·  Roles and Permissions  ·  Delete…  ·  Admin →
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14. Allow creating folders within My Scripts

    All in the name. Allow creating folders within my scripts.

    13 votes

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    1 comment  ·  User Interface  ·  Delete…  ·  Admin →
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15. Email from unknown Contacts and noreply@

    Applies to:
    Admin > Settings > Tickets
    Contacts
    Tickets

    When an email arrives to our helpdesk it creates a ticket, which in turn a response is sent to the sender by the helpdesk.
    In some cases we want to block that sender. In other cases we want the email, but an automated reply from the helpdesk creates a loop in email responses as "unmonitored email address".

    Please add additional options on the Admin > Settings > Tickets screen.
    So we can setup a few automated processes from unknown contacts (not already in our system), AND how to deal with "noreply" addresses.

    Add the ability to add a list of possible email combinations with wild cards:
    "noreply@*"
    "no-reply@"
    etc

    Create the ticket, but send the email alert to a specified Technician ONLY (not the sender).
    When the ticket is created from an unknown Contact, automatically set Silent status, and DO NOT add Portal Access for that email.
    This allows the Technician to make the final determination if the email is valid or Spam/Junk mail.

    It would be helpful if we had additional options on the Contact screen also.
    Add "silent" and an option to REMOVE Portal Access.

    Applies to:
    Admin > Settings > Tickets
    Contacts
    Tickets

    When an email arrives to our helpdesk it creates a ticket, which in turn a response is sent to the sender by the helpdesk.
    In some cases we want to block that sender. In other cases we want the email, but an automated reply from the helpdesk creates a loop in email responses as "unmonitored email address".

    Please add additional options on the Admin > Settings > Tickets screen.
    So we can setup a few automated processes from unknown contacts (not already in our system), AND how to deal with "noreply"… more

    4 votes

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    1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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16. Atera Features Board

    It would be nice if there was a search button at the top of the features board. I don’t have time to scroll pages, or poke around in each category (because I don’t recall how it was classified) to find the status of a previous enhancement request.
    This page:
    https://atera.uservoice.com/forums/936306-ideas-and-feedback?filter=hot&page=2

    5 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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17. Ticket Standard Response

    The default response in a ticket is sent with the sender of the company and not with the sender of the e-mail settings.

    You should have the possibility to create these mails as a template yourself.

    2 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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18. Stop Pending Processes

    often we run scripts onto a group of devices on a certain customer which e.g. 2 weeks retention time. then we see that some devices have been selected mistakenly but those devices are not online anyhow.
    so i would be useful to have a "stop" button besides each "pending" status. means that process should be killed sothen...

    5 votes

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    2 comments  ·  Delete…  ·  Admin →
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19. Add More Payment Type

    I would like to request more payment type for Atera Subscription which will be allowed to pay by transfer etc. due to there is no credit card for our company

    30 votes

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    3 comments  ·  Billing  ·  Delete…  ·  Admin →
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    Planned  ·  AdminProduct Team (Product Team, Atera) responded

    Congratulations on helping shape Atera! The feature you requested is currently being considered for development. Please be patient as the process can take a while or even stall to make way for other features. We’ll update you once it’s been implemented and released!

20. A reception login

    As most dual function environments (Retail and Client Support) we have a reception desk that is manned to book clients systems for our internal workshop.

    An additional logon that has only access to create customers , contacts and log tickets would be a logical step.

    No further function beyond this would be required.

    3 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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