79 results found
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Revamped Helpdesk Agent
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 know341 votes -
Send system information with Helpdesk Agent support tickets
What attached system information can help you solve support tickets, opened via the Atera Helpdesk Agent, faster? CPU, memory, network info, anything else?
268 votes -
Helpdesk agent install automatically when Atera agent gets installed
I want the helpdesk agent to get enabled automatically on the agent upon installation
41 votes -
Ability for End User to Run Scripts from Helpdesk Agent
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 -
SLA Customisation
I would like the ability to change the headings for my SLA's so that they match the terminology used in my internal policies... i.e. Critical, High, Medium, Low and Service Request. This would be hugely beneficial to me.
35 votes -
Mac agent improvement
The current Mac agent is regularly listed as causing excessive CPU load and also memory usage. Can it be made more efficient?
35 votes -
Remote Desktop Server multi-user support for the Helpdesk agent.
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.
33 votes -
More than one device per user
We have several cases when users have 2 or more devices they use. We need the ability to attach the same user to more than one device. Some have desktops and laptops.
Some have desktops at more than one location.
The to have to associate an email is a hindrance as well - or the helpdesk Icon goes away.32 votes -
Email notification when agent is installed
We would like to get an Alert via email when a new Agent has been installed on any of the customers.
Some Customers install agent by them self therefore we need this notification.
27 votes -
ChromeOS agent
ChromeOS port of the agent for chromebooks and other devices running chromeOS.
Would be useful for schools and to support businesses with not enough money to afford windows/mac laptops.
27 votes -
Audio alert on PC for client Chat request
Allow configuration of an audio alert on a technicians' machine when an end-user requests chat - similar to audio alerts for threshold notifications.
24 votes -
Chat Helpdesk for MAC devices
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.
22 votes -
Local Security Policy
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.
22 votes -
Customizable text for Customer Portal login page
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.20 votes -
Indication of which devices have the helpdesk icon enabled on the devices view
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.20 votes -
Helpdesk Agent for Mac OS
There should be Helpdesk Agent for Mac OS also so that Mac users can directly log their tickets through it and no need to go to portal, enter the credentials and then raise ticket.
19 votes -
Privacy Mode for Clients
Enable a mode where it will prompt the user to allow a remote connection
19 votes -
Ticket splitting
Sometimes a user-generated ticket has multiple issues and each one may be handled by a different support agent. Allow splitting of a ticket either into two separate tickets, or allow the creation of sub-tickets that can be separately assigned.
16 votes -
Helpdesk agent to be translated in French
Helpdesk agent to be translated in French
15 votes -
Custom cname in agent download URL
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.14 votes
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