5030 results found

1. Custom Fields Sorting and Adding a Copy Feature

   As of now there is no way to sort the custom fields on the customer portal side when they are creating a ticket. The custom fields are sorted in the order that they were created. When you arrange them in the admin custom field section, it arranges correctly after the ticket has been made. Can you make it so that however you arrange the fields, is represented on the customer portal ticket creation side? Can you add a, (make a copy), feature for custom fields similarly to the quick reply templates?

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2. Patch Status Summary report as a PDF file

   Send Patch Status Summary report or any other scheduled report as a PDF file attachment in the email.
   .

   4 votes

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3. agent name update

   When a monitored device changes name, reflect the change also to the agent name.

   2 votes

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4. Custom Menu Bar shortcuts

   Add custom shortcuts to the main menu bar for quicker accessibility.

   4 votes

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   0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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5. Read only technician

   We need to be able to give a member of staff access to Atera for administrator or read only access without the need for a license. They would be there as management for example overseeing the technicians.

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6. You contacted my server

   I’m not sure what you were expecting to get but I do have an email and 3 phones and an iPad bllmatzkow@icloud.com

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7. Windows Server Roles & Features

   Allow the agent to collect information regarding the roles and features installed on the server and be able to sort in the list of devices to be able to apply scripts on a large scale

   2 votes

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8. Fix Chat

   This could be really useful but there are a number of problems that are preventing us from using it:

   Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

   Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify the customer when a technician posts a note to the ticket. I opened to support ticket for this and was told that it is normal behavior for tickets opened from chat sessions. So apparently, this is a design flaw that needs to be fixed.

   The chat mechanism is slow and unreliable. When a customer invokes a chat session by right-clicking on the Atera Helpdesk Agent, it takes about 10 seconds for the chat window to appear. Sometimes right-clicking and selecting chat produces no response and the customer has to restart the computer to get it working again. Once the chat window appears it sometimes has no text box for the user to type in a message. About 30% of the time a chat request fails to connect even though a technician is available. Sometimes the customer chat window shows connected when it is not. When this happens, the technician chat window shows a perpetual "Connecting" status, and messages entered by the customer are never delivered to the technician.

   This could be really useful but there are a number of problems that are preventing us from using it:

   Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

   Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify… more

   12 votes

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   0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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9. HTTPS for lower tiers on custom domains in the customer portal

   Currently, only power users and enterprise users can use this feature! None of the browsers will allow downloading the agent from the HTTP links anymore and constantly give alerts to the customers that the file they downloaded might be harmful to their system. Please allow this on the lower tiers as well.

   5 votes

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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10. Search portal client

    Search in portal client is very poor.
    Search concentrate only in head of ticket not all the fields.
    It will be better if search could be in all of them for really better results

    1 vote

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11. Invoice Formatting and features

    Hi,

    Suggesting some additional features such as..

    • Reorder line items
    • Group items such Product, Labor etc.
    • A space for details or a note
    • Export to excel
    • Option not to print or display tax & rate per line item

    Thank you

    7 votes

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    1 comment  ·  Billing  ·  Delete…  ·  Admin →
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12. Improved Ticket Scheduling - Ticket Dispatch

    Expand the current calendar integration to be done at the technician level and develop a dispatch view for assigning and scheduling tickets.

    Ideally, this would allow a service works controller to drag tickets onto a technicians calendar and have this time assigned to working on that ticket. This would sync to the field technicians phone through M365 so they are aware of their schedule.

    3 votes

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13. knowledge Base Organization per customer

    Let us assign the organization that has or have access to the kb

    2 votes

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14. Create ticket that is not visible to the client

    Ability to create a ticket that is not visible for user that set as "main contact"

    4 votes

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15. Details about screen that is plugged in

    I would like to see info on the screen that is plugged into the device.
    Details like:
    Vendor
    Serial Number
    etc

    2 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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16. Ability to "Create VBScripts"

    No Option for "Scripts"
    Below our case already shared with Bill Frankel and your Support Team:
    Basically we would like to have the ability to create VBScripts and distribute them to the devices we want them on it.

    Below one example of how we use the VBScripts to be able to distribute and push the script (before via Ninja without any issue) to All workstations and servers. We normally upgrade the version of the Dental Software that the practices use (PMS and Xray Software) and after the upgrade the install will push the icons by default, so we nee to push our customize icon using a VBScript to all workstations and servers (something that we noticed last week when we ran the upgrades is that Atera does not allow us to create VBScripts) and we was needed to do manually to all devices!
    Basically, we modified the “properties” for the icon adding the Server IP (per practice) and the credentials for the SQL database – end users. As we discussed I think this is something that can’t be 24/7 support because is something for your development team.
    Below the example:

    “Set sh = CreateObject("WScript.Shell")
    Set shortcut = sh.CreateShortcut("C:\Users\Public\Desktop\softwarerelated.lnk")
    shortcut.TargetPath = "C:\Program Files (x86)\software related\softwarerelated.exe"
    shortcut.Arguments = "ServerName=xxx.xxx.xxx.xxx DatabaseName=software related MySqlUser=username MySqlPassword=password"
    shortcut.Save”

    No Option for "Scripts"
    Below our case already shared with Bill Frankel and your Support Team:
    Basically we would like to have the ability to create VBScripts and distribute them to the devices we want them on it.

    Below one example of how we use the VBScripts to be able to distribute and push the script (before via Ninja without any issue) to All workstations and servers. We normally upgrade the version of the Dental Software that the practices use (PMS and Xray Software) and after the upgrade the install will push the icons by default, so we nee to… more

    2 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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17. Feature: Bulk Import Data with Custom Fields: Improvement with more ease of use of custom fields with real-time updated data in custom field

    Atera has already onboarded the custom fields option, and they were populated for each customer's and their agents, and it can be improved with the following idea:

    Since the custom fields data have to keep changes and updates on a regular basis and the same data has to be maintained on a real-time basis, importing bulk data into custom fields using templates can be helpful to technicians for filling data faster into custom fields and avoiding manual work to fill those fields.
    As you are aware, custom fields are those fields that are unique and different from the requirements of every account and their technicians.

    Suggestions: The feature of bulk importing data into custom fields can be added to Import Data from the admin panel.

    https://app.atera.com/new/admin/import

    Step 1: Select the data you wish to import (custom fields).
    Step 2: Prepare the import file (CSV import template for custom fields).
    Step 3: Import the file.

    Atera has already onboarded the custom fields option, and they were populated for each customer's and their agents, and it can be improved with the following idea:

    Since the custom fields data have to keep changes and updates on a regular basis and the same data has to be maintained on a real-time basis, importing bulk data into custom fields using templates can be helpful to technicians for filling data faster into custom fields and avoiding manual work to fill those fields.
    As you are aware, custom fields are those fields that are unique and different from the requirements of… more

    3 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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18. Multiple customer's selection option in Reports

    Multiple customer's selection option in Reports:

    There should be option to select multiple customer's while generating Auditor Report ( Classic Reports --> Auditor Reports --> Generate Reports and Schedule Reports -->)

    2 votes

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19. Refer a friend - stop the pop up please

    Option to turn this pop up off if you get near it with the mouse you can't simply click elsewhere but have to Esc to get rid of it - it's incredibly annoying, move far out of the way or allow a user to permanently stop the pop up please.,

    5 votes

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    0 comments  ·  Dashboard  ·  Delete…  ·  Admin →
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20. Agent page - Show Reboot Required

    Would be great to see if the device is in need of a reboot on the agent page, to the right of "Online"

    I mocked up a pic but I guess I cannot attach images..

    4 votes

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