What do you think of the current Helpdesk Agent (the Taskbar icon feature on your customers' devices that lets them open and manage tickets)?
How would you improve it and what (if any) features would you add?
Let us know

What attached system information can help you solve support tickets, opened via the Atera Helpdesk Agent, faster? CPU, memory, network info, anything else?

Search bar should be able to search agent by custome field value.
By example, we have a "Username" field, and it would be great if we are able to search this information quickly.

When using SplashTop to remote connect to an end-user, the ability to remote in hidden would help when trying to track any activity that could break policies or for coaching.

It would be nice if Atera supported Splashtops multi-monitor feature. Does anyone still use just one monitor anymore? I know most of my end users have 2-4 monitors. Switching from one to one is very frustrating and inefficient.

Thanks

Many of our customers do all of their work on a local remote desktop server using virtual desktops. Currently, the Helpdesk agent will only run for a single logged-in user at a time. We need to have the Helpdesk agent available to all logged-in users.

The current Mac agent is regularly listed as causing excessive CPU load and also memory usage. Can it be made more efficient?

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.

Sometime i forget to activate the agent icon on the computer of the costumer and i have no way to see if i forgot.
I think it can be cool to have a flag somewhere in Atera to see witch computer have it activated or not.
If i send a mass command to activate it, it will spread the costumer of black CMD box for maybe nothing. I don't want to do it all week.
Maybe it's possible to read a registry key to show in the console if the agent is activated or not.

Set Local Security Policy for workgrouped Windows PC's. Small offices with only a few workgroup computers may need to have local security policy setup for things like password complexity, password expiration, and screen savers to meet security compliance with larger organizations that they do business with. Perhaps a new option built into the IT Automation Policies of Atera could be to modify the Local Security Policy.

Allow configuration of an audio alert on a technicians' machine when an end-user requests chat - similar to audio alerts for threshold notifications.

Enable a mode where it will prompt the user to allow a remote connection

WE need to enable Helpdesk agent for MAC as well like Windows , now we cant introduce chat option for MAC users like Windows while we onboard customers.

due to this we are loosing business as well.

The login page for the Customer Portal should allow for customizable text. Currently, it displays "Welcome to the Customer Portal!
We're glad you're here.". It would be nice to be able to change the text.
Also, I have changed the color scheme however the "Login" button still remains green.

It will be very useful to be able to filter a View by HelpDesk Agent and Chat activation status

Example: enable chat, add html forwarding if they click on helpdesk, or execute a CMD, add email to option, in case specific client needs to reach support for specific software, they might select Request help for Program A and that will open their outlook with email send to programA@support.com. Also with custom form for specific client per deployment.

The Help Desk Agent must be activated manually for each device. Very inconvenient. It would be easier if you could activate the threshold value or patch / IT automation profile

When creating an agent installer for an end customer the URL which is generated is with https://app.atera.com/ but it also works with https://custom.cname.com/.
It would be nice if the download URL is automatically changed with this custom cname. This would improve the customer experience.

If there was a Change Management function in Atera where change plans (back out plans), scheduling and approvals could be made and then kept on a calendar, then any issues that arise could be tied to the change and techs can see what the change was and respond appropriately. It would also be nice to be able to have template notifications to contacts in the effected customer for communication.