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5043 results found

  1. Allow for tickets to retain the ticket number from an external system.

    We currently have another ticket system for all business systems in another application, but use Atera for all itsupport requests.

    We want emails that are forwarded from that system to Atera (via automation) to retain the ticket number so any correspondence will be stored in both Atera and the external system.

    currently a new ticket would be generated on each reply

    2 votes

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    0 comments  ·  Tickets  ·  Admin →
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  2. You can configure TARs to send email notifications to the technician every time the client responds to a ticket via email or via the portal, but you can't configure TARs to send email notifications to the client every time the technician responds to a ticket via email or the portal. The closest thing to this is enabling the feature "Send ticket reply to contacts by email" in the Email Settings, but that's aesthetically awful as with each reply snowballs into a long thread and becomes unreadable.

    2 votes

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    0 comments  ·  Tickets  ·  Admin →
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  3. 1 vote

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  4. 1 vote

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  5. A direct integration of Atera's ticketing system into Autotask PSA

    4 votes

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    0 comments  ·  Billing  ·  Admin →
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  6. Freely configurable date / time format so that the user can set/select date/time himself

    9 votes

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  7. Global contracts that can be re-used by multiple customers. Ie - set up 'Break Fix' 'Project' 'Retainer' Etc and then just select which one is default for each customer. Unless I'm (and chat support) missing something. We need to create the same contract/s for each customer... which means that if terms ever change within the business we would then need to change each contract/s for each customer.

    12 votes

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    3 comments  ·  Customers  ·  Admin →
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  8. Would like a timer or clock on dashboard to show how many hours logged on tickets for technicians.

    2 votes

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    0 comments  ·  Dashboard  ·  Admin →
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  9. It would be good to be able to see if a user is currently on a remote session and also able to end their sessions. Maybe have working from home status icon on their device with menu options to disconnect user.

    27 votes

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  10. Currently the Activity Log lists many things, including when technicians perform actions. It would be great to be able to see the hostname and IP address of the computer the technician was on when the action was performed.

    Allowing end users to access work resources on personal equipment can be a security issue. Being able to audit if a technician is accessing company or 3rd party resources from their own personal equipment would be very beneficial.

    7 votes

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  11. It would be nice if the end user could right click the Atera Helpdesk agent and have an entry called "Tools or Utilities", when clicked it would then pop out a subfolder that has scripts (only the ones published by the technician) so that the end user can run the scripts to fix common issues.

    I have a script right now to fix our email signatures when they get goofy and it would be nice if the end user could just run that on their own.

    39 votes

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  12. The ability to run scripts at User login like you would a script delivered via GPO. As an MSP I like to keep the secret sauce close to home and not on the client's servers.

    10 votes

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  13. When a product has been added to a ticket an icon or some indicator within that ticket should appear so you know there is product attached to that ticket and then don't have to open the products/expenses section to check for product.

    4 votes

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    0 comments  ·  Tickets  ·  Admin →
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  14. If Atera is partnered with Acronis, it would be nice to have a link between the 2 platforms so when creating a new client, you only create them in Atera and it auto populates into Acronis. It would also be very nice to have the ability to generate alerts for success/failure on backups per customer.

    2 votes

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  15. Add drive type (SSD/HDD) back to Disks on Device/Agent Page. This use to be there but it seems it has been removed. Likely added to Network Discovery to make it
    "worth the money". Please don't stiff us like this!

    4 votes

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  16. Looks like there's no way to select multiple agents while in Folder View. The check box to the left of the agent is missing..
    I.E. if I want to move recently agents from the "Uncategorized" folder to a "Specific Folder" I need to access the agent one by one and change the Agent Relationship or go to All Devices, identify the agents in question and multi-select them to that I can apply the Relationship to all of them at the same time.

    11 votes

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    4 comments  ·  Agent  ·  Admin →
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  17. Merge contacts or allow multiple email addresses for one contact

    13 votes

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    3 comments  ·  Customers  ·  Admin →
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  18. Removal of accounts as currently we can only disable

    2 votes

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  19. at the moment you can nowhere can see in the device view of an server/desktop agent if it is monitoring other devices like "generic".

    at the moment we swap a lof of virtual servers which monitor certain others things in the network. you finally see it if you want to delete an old, swapped server, then you get the note that there are devices monitored.

    you can do notice this if you browse through the device list of a customer which in fact you never do. os as i told you a few times now that in the dashboard "monitored…

    3 votes

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    0 comments  ·  Devices  ·  Admin →
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  20. Employee Monitoring. Report how long the computer is used and which programs. Report for employers when employees work from home. My customer wants this report from me.

    5 votes

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    1 comment  ·  Devices  ·  Admin →
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