263 results found
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Form temapltes ticket automation rules
Add the option in the ticket automation rules to auto assign a ticket template to New Ticket created.
2 votesHey,
Happy to let you know you can now create ticket automation rules with conditions and actions based on Form templates.
Feel free to read more about Atera's ticket automation rules here: https://support.atera.com/hc/en-us/articles/360018434920-Ticket-automation-rules
We hope you enjoy this new improvement and thank you for suggesting it!
Yakov
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Default form/template for tickets
I have created Ticket Form Templates. There is no way for the FORM selection to be mandatory. What good is the template if they just select none and type a description?
The selection of a Form Template must be a mandatory option.28 votesHey all,
The ability to set a default form for tickets is now avalibale. When viewing your form templates, you can select a deafult form which will be applied to all newly created tickets.
You can read more about it here: https://support.atera.com/hc/en-us/articles/10190669862428-Ticket-form-templates#Setdefaultformtemplate
We hope you enjoy this new addition!
Yakov
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Option to run updates when Agent reconnects (for PCs that don't power on regularly)
I try to run an update automation but many of the PCs are not on at the time because of the type of office I support. (Day/Night and changing schedules)
It would be great to tell an Agent to run updates the next time it re-connects to Atera and report back.189 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
You can configure the setting to run on offline agents on a global level that will apply on all profiles, or for each profile separately.
For more information, please visit our knowledge base articles or contact our support team at support@atera.com.
Configuration for a single profile: https://support.atera.com/hc/en-us/articles/360001801568-Automate-patch-management-via-IT-automation-profiles#Setupautomatedpatchmanagement
Global configuration: https://support.atera.com/hc/en-us/articles/4477943130524-Patch-and-automations-settings-for-all-profiles
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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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BitDefender auto-install
Bitdefender install automatically on new agents - via App Settins. Alternative - possibility to set BitDefender deplyoment on Client devices via some Policy.
26 votes -
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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Unassigned Ticket widget for dashboard
Unassigned Ticket widget for dashboard
3 votesHey,
The widget exists in Atera's dashboard
You can read more here: https://support.atera.com/hc/en-us/articles/217535728-The-Atera-Dashboard
Hope this helps!
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.73 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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Active Directory integration for new users
Active Directory integration for new users
405 votesHey,
Atera holds an integration with AzureAD (Entra ID), the integration maps sites/departments to Atera.
The integration syncs licensed users, and has the option to import selected security groups.
On the Enterprise/SuperPower plan, the integration is ongoing.
You can read more about it here: https://support.atera.com/hc/en-us/articles/4409774509714-Azure-AD-Integration
Thank you
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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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Notification on Ticket Assignment
When a technician assigns a ticket to another tech, it would be useful to send a notification that a ticket has been assigned to them. We are struggling with finding a straightforward solution when time-sensitive tickets need to be responded to by another tech quickly because of a lack of notification options.
84 votesHey,
This is possible via Atera's ticket automation rules using the "Ticket assignment changed" trigger and the "Send email to technician action", allowing you to send an email to a technician upon assignment.
For more on ticket automation rules please see this KB: https://support.atera.com/hc/en-us/articles/360018434920-Ticket-automation-rules
Hope this helps!
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