4903 results found
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Tie ticket to a KB
Tie ticket to a KB. For example, if during a ticket, a certain issue was resolved, it would be nice to create a KB out of it for future references
4 votes -
Scalable file copy windows
At the moment the file copy window is a fixed size. It means you cant expand the windows to see the full file paths.
Can you make the windows scalable so you can drag open the column widths etc, as at the moment you cannot work out what file path is what if the start of each path is the same.. navigating to a file using that window is so awkward sometimes you cant see where you are going!
4 votes -
Sub folders
Sub folders
4 votes -
Create child ticket to subcontractors
We are working with few subcontractors that deliver solution components for customers. We sometimes need to open tickets to them.
Initially we thought to manage with 'forward' but it's not possible to forward a ticket (email) from Atera to a new destination address without copying the customer that opened the ticket. However, this is somehow incorrect as it need to maintain an association to the original ticket.
The solution would be opening a 'child' ticket from the original customer ticket toward a destination, that's the subco. The ticket will be 'company internal' but associated to the customer ticket.
So we…
4 votes -
Ticket export to include comments
Currently there is no way to export ticket information to include comments, at least not from the GUI. This country has just implemented new Data Privacy legislations and nearly every client of ours is currently performing audits. Not being able to easily extract this information is creating serious problems.
4 votes -
Dynamically move agents to customers folders
Dynamically assign an agent to a customer folder based on the device host name
e.g PC name = Customer-Admin-01 is moved to the Admin folder for that customer4 votes -
Allow agent to be installed silently via Intune
Pretty straightforward. Allow the Atera agent to be installed silently via Intune, like it could previously. The agent can be installed silently via GPO on a domain, and Intune / Azure AD is just the next iteration of that.
4 votes -
Integrate Atera with SaaS Alerts
Unify enhances SaaS Alerts’ event data with device data from supported RMM platforms.
After mapping devices to their respective accounts, Unify can prove that users know their password, have the MFA token, and that they are accessing the SaaS application from a known device.
4 votes -
Network Discovery with with Azure AD
It would be very nice to be able to use all features of Network Discovery with Azure AD
Network Discovery with with Azure AD - Network Discovery is a nice tool but the cost it is unfortunate since support says it will only work with a Domain Controller with exception of seeing devices.
All of our clients currently are using Azure AD to reduce cost of on-site servers (DCs) and it also minimizes virus/trojans.
4 votes -
Auto-Assign Ticket to Last Commented Technican
It would be awesome to have the automation option of Auto-assigning an unassigned ticket to the technician who adds a comment in the ticket. For example,
- Contact creates a ticket which would be unassigned
- Technician 1 responds to the ticket via email or the portal by sending a message.
- Auto-assign the ticket to Technician 1
4 votes -
Add time entry information in Advanced Reports Ticketing Summary
It would be very useful to add time entry information in the Advanced Reports Ticketing Summary. This would be in an effort to have better TimeSheet reporting abilities/options.
4 votes -
Password manager
Have a button to copy the username, not just the password. and have a built-in password creator
4 votes -
Timesheet / Work Order customizable reports
Ability to generate individual work order summary per ticket
We would like to have a "work order" generated per ticket so that we can send it to the client along with the bill for service. currently, we have to manually type these up in a document and reference ticket#, client name, requestor name, and enter all work details (that would be populated by the time entry notes)
Recommend a work order reports customizer similar to the one used for customizing email templates. Ability to generate a work order for each time entry in a given date range and have it…
4 votes -
4 votes
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Auto CC or BCC Email Addresses on Ticket Replies
It would be good to have the ability to always cc or bcc ticket replies from an agent to an email address.
4 votes -
PowerShell
Improve PowerShell's interactive functionality.
- Typing part of a command and pressing Tab key to automatically expand the command does not work.
- Commands that needs to open a new process (prompt for input), multi-process when the output of the command is interactive and has more than one. PShell does sits there and does nothing.These functionalities works great with Kaseya.
4 votes -
When reviewing alerts and opening a ticket from an alert, device that originally caused the alert not automatically adding to newly ticket.
When reviewing alerts and opening a ticket from an alert, device that originally caused the alert not automatically adding to new ticket. As an example, I received an alert for disk usage exceeding 95%, this of course is directly associated with a device since it triggered the warning, however when creating a ticket from this alert, it is not associating the device with the ticket, only a customer (presumably one who last used the device) and if that customer does not have that particular device assigned to them it won't associate with the ticket at all. This should be intuitive…
4 votes -
screenconnect
Backstage access from the devices page. It is nice that ScreenConnect is an option that can be used for connecting to remote devices. However, a great feature of ScreenConnect is the ability to use Backstage, which prevents users from being disturbed when needing to work on their computers. It is available after connecting to a device. Still, it would be nice to have the ability to connect directly into Backstage rather than connecting and then switching over to Backstage. Sometimes, work must be done, and alerting the user isn't always necessary.
4 votes -
Generate a WARNING requiring confirmation if you try to delete a ticket with time entries in it
Currently the confirmation popup to delete a ticket is the same whether there are time entries inside the ticket or not. Since it is so cumbersome and time consuming to check whether time entries are attached in a ticket, can you please add another warning when deleting a ticket that would say "WARNING: There are time entries in this ticket, are you sure you want to delete it? [Yes/no]".
Thanks!
4 votes -
Multiple Support Addresses
In Freshservice MSP version of the Helpdesk, i have had the option to setup clients with their own support addresses.
I can get you screenshots if needed.
Here is the setup:
As the MSP, i setup my default support address.
Then i setup each client that requests their own support address (Incoming & Outgoing). They can then send an internal email and get a reply from an internal email as well.This helps with clients that have their own smaller IT Dept that piggyback off the MSP helpdesk for cost savings and in the event of escalation or Out of…
4 votes
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