233 results found
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Customer Satisfaction Report and New GUI
It is fundamental that when managers are creating reports the customers comments are also included, other tools out there all do this not sure why Atera have missed this out and also the new GUI interface does not show the ratings. So for me to get the comments I have to switch back to the old UI to get the customer comments which is not ideal
1 voteHey,
The survey reports are now visible in the new GUI.
Hope you enjoy this new addition
Yakov
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Rule for ticket submitter to not change ticket status
When a ticket submitter submits a ticket and IT changes the ticket status, we would like the user to not be able to have the ability to change the ticket status themselves.
1 voteHey,
This is currently avalibale by controlling the different fields in the portal: https://support.atera.com/hc/en-us/articles/4547446363292-Configure-your-Service-Portal#EditticketfieldvisibilityintheServicePortal
You can choose if the status (among other fields) will be editable, read only or hidden
Best,
Yakov
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AnyDesk Client Update
The AnyDesk used by Atera is currently on version 7.0.14. AnyDesk is stating that this version is over a year old. This has implications on IT-Security an privacy as we are using outdated software on over 1000 devices. Please update AnyDesk to the current version which is 8.0.6 up to now. Please accelerate the release cycle in the future. Thank you.
56 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
The Windows Anydesk custom client has been updated to version 7.0.15 and the Mac custom client has been updated to version 8.0.0.
The Linux custom client has yet to be updated so it is currently disabled until a new version is released.
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Sync "Email" Addresses from Azure AD rathar than "User Principal Name"
At our organization, we do not use UserPrincipalName@domain.com for email addresses. Instead, we use the Email Address filed in Azure AD as the email address. When we synced Atera with Azure AD, is synced the email field with the UserPrincipalName@domain.com. Now when users are emailing the helpdesk with service requests, Atera creates new contact using the sender's email address which is not the same as the UPN. This is creating duplicate users in Atera. I have opened a ticket about this with Atera and have not received any indication that this will be mended any time soon. So, this…
3 votesHey,
Happy to share this was implemented and we now support the importing of users based on the "Email" field.
To do so, please contact our support team and we will change the backend configuration for your account.
You can read more here: https://support.atera.com/hc/en-us/articles/4409774509714-Azure-AD-Integration
Thank you for the suggestion,
Yakov
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SSO for the Customer Portal
Hi,
As an MSP, customers are turned off from the absence of SSO to the customer portal. We need an integrated SSO solution to Google and AzureAD for the customer portal.
15 votesHey all,
I am happy to announce we have introduced the possibility to log in via SSO to the customer portal.
We support a single application connection, for both AzureAD applications and SAML-based IdPs.
The feature is currently available for both our Enterprise & SuperPower customers.
If you'd like to read more, please follow this KB.
If you'd like to inquire about the SuperPower package, please reach out to your account manager or contact our customer success team (success@atera.com).
Thank you,
Yakov
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Show newly CC'd emails in a ticket reply
Contacts sometimes do not cc the required end user on their initial request. Then when they do cc them it is not shown in atera at all and that address is also not populated into the cc field. The only way to actualyl see the cc'd address is to log into the mailbox used for the atera ticketing and locate who was cc'd.
This should be adjusted to allow us to view exactly who a ticket reply was sent to and cc'd to for each message sent and received.
5 votesHey all,
Happy to share that from now on, addresses that were CCed by end users will be reflected in the ticket conversastion.
We hope this new minor yet important improvement will help your day to day!
Thank you for the suggestion and effort to make Atera better,
Yakov
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API calls for last private note in ticketid call
API calls for last private note in ticketid call
2 votesHey,
This is possible via our GET comments API
Please see the documentation here: https://app.atera.com/apidocs#!/Ticket/Ticket_GetComments
Hope this helps,
Yakov
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Give user permission to view other users tickets
Allow user to view open tickets by other users on the ticketing portal
2 votesHey,
Happy to let you know that if you mark a user as a "main contact" they are able to see all the tickets by other users under the Site/Customer in the portal.
You can read more here: https://support.atera.com/hc/en-us/articles/215952857-Create-a-new-contact
Hope this helps,
Yakov
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Integrate AI into Knowledge Base
It would be helpful if AI were integrated into Settings/Knowledge Base it assist in writing out a knowledge base.
Use our own natural language and it would generate a KB we could work from and tweek for the end user to use.66 votesHey all,
I am happy to let you know we've added the option to generate KB articles from tickets using AI.
This allows you an easy way to document knowledge in the organization and share it will both technicians and end-users.
The feature works best when documenting a "resolution" on the ticket (our AI model will better understand the neccessary steps for resolution out of the ticket context).
Down the line, the Knowledge base will be connected to our AI suggestions and will be used to feed your private Atera instance with your unique organizational knowledge, so this could be a great point to start documenting.
To read more about the feature feel free to check this support article: https://support.atera.com/hc/en-us/articles/12955402321564-Ticket-resolutions#CreateanAI-generatedknowledgebasearticle
We hope you enjoy this new addition!
Yakov
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AAD groups sync display more than 100 groups or add search in AAD function
Thank you for introducing the AAD sync which will help a lot when it will be fixed. At the moment when trying to sync groups from AAD, you have a limit of 100 groups in the page. We are a large organisation with over 450 groups and as you can imagine, majority of them are not displayed in the page.
It would be nice to either increase the limit or to have the option to search directly in AAD for a specific group that you want to sync.4 votesHey all,
Happy to let you know we've increased the number of groups that can be filtered and imported via AzureAD to 999.
Thank you for bringing this up and making Atera better
Yakov
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Able to change first page view
Able to change first page view, now it's always Devises
2 votesHey all,
Happy to let you know you can now configure your login page to Atera through "My profile" page.
Here's a relevant KB on how to do it: https://support.atera.com/hc/en-us/articles/360009025073-My-profile
Hope you enjoy this new addition,
Yakov
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Automated ticket closing based on criteria.
Automated ticket closing and message to client based on Criteria
We want our ticket response times to look healthy. The problem is that often times, clients won't respond to use. Because tickets are flowing in so quickly, they often fall to the bottom of the page, and are lost. We try to follow a procedure of when a client doesn't respond to a ticket within 7 days, we close the ticket, and inform them that they can reopen it if this issue is still current, but that we haven't heard from them in 7 days so we're closing it.
If…
1 voteHey,
This is avalibale via our time-based ticket automation rules: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules#:~:text=Ticket%20automation%20rules%20enable%20you,actions%20based%20on%20time%20passed.
If you have any questions about setting this up, please reach out to our support team.
Hope this helps!
Yakov
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Atera mobile app
It would extremely helpful, if the search field, in the mobile app, would also include last logged in username. Just like it does on the Atera web browser. Sometimes we don’t know the agent name, but we do know the end users name, needing help. But searching by username and displaying the agents with that username is a huge time saver on the mobile app. Till we have that common search ability, the app is basically useless to me.
4 votesWe are happy to inform that based on your ideas, we recently released a new version with the option to search a device by the Last Logged User Name (and by other important parameters).
Thank you for your vote!
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Show ticket created date
Please allow tickets to show the exact date of creation.
At the moment you can see Time Entry date and internal comment exact date.
For ticket creation, you are left with "Created 2 days ago" or "2 months ago".1 voteHey,
We currently display the exact date in the Ticket Activity as the 1st entry of every ticket
We will consider changing the date in the header to the precise date down the line.
Best,
Yakov
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Adding customers in the mobile app
I found the other day when on-site at a clients office that I was unable to add a customer while using the Atera app. Did I miss something here or was that an oversight? I am requesting that an add button be placed in the app so we can add customers on the fly if that is possible. I get new clients while on the go all of the time and usually either have to get my laptop out or write it down on a piece of paper then add them when I get back to the office. This is…
1 voteWe're excited to share that we released the option to add a customer from the mobile app! We greatly appreciate your suggestion and thank you for bringing it to our attention.
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Search ability on mobile device
Search ability on mobile device
4 votesWe are happy to inform that based on your ideas, we recently released a new version with the option to search a Customer\Device\Contact\Ticket from one place by some relevant parameters (such as last logged user name).
Thank you for your vote!
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Mobile app: not enough details on ticket
Tough to see the details of the ticket in the mobile app. It doesn't show enough information. Less readable than the desktop. The UI is not very intuitive + user friendly
9 votesWe are happy to inform that based on your suggestion, we recently released a new version with an improved ticketing module with additional details and a better UI.
Thank you for your vote!
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Windows 11 patching
Windows 11 patching
110 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Please see our KB for more information: https://support.atera.com/hc/en-us/articles/360017733079-Windows-version-upgrade
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auto install software based on policies upon enrollment
For the policies section: it should be possible to select what applications or software is installed on every machine after Atera agent installation.
Example, Policy for marketing: every device under the marketing policy will have XXX packages installed. And If I take out devices out of this policy, the apps get uninstalled.
50 votesHi, thank you so much for voting on this idea.
This option is available by adding a software bundle under the IT Automation profiles with the "Run on newly installed agents".
If you need any assistance, please reach out to support@atera.com and they would be happy to help.
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Custom field for tickets to show up on the mobile app when creating a ticket
Custom field for tickets to show up on the mobile app when creating a ticket
2 votesWe are happy to inform that based on your suggestion, we recently released a new version with the option to view and change the custom fields in a ticket.
Thank you for your vote!
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