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  1. Hi,
    We would like to prevent the automated e-mail info to the customer when a ticket status has been changed.
    We were already able to prevent the customer info upon creating a ticket, however the info e-mail about changing the status e.g. to "solved" will send an e-mail.
    Thanks in advance!

    4 votes

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    1 comment  ·  Tickets  ·  Admin →
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  2. Add Integration Monitoring of Email-Notifications from different Devices, likewise "Checkcentral" for example. We monitor Backupjob from different systems with different Software. The Software send only Mails, when the Backup-Job is definitly running OK, otherwise the Monitor shows failure.

    4 votes

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    1 comment  ·  Alerts  ·  Admin →
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  3. Chat function: only alert you get is a little number that pops up at the top of screen. if you are halfway down the screen you never see it.
    Have to be more visible.

    4 votes

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  4. It's not obvious when you hit the optional create contact option when creating the customer how to create and skip.
    Make the create and skip button a different colour.

    4 votes

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  5. We would like an option for when one of our technicians are on-site they can select the customer they are visiting and have a timer for how long they are on-site. At the moment we have to create a ticket and manually add a timed entry.

    Ideally this could be done on the app.

    4 votes

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    1 comment  ·  Tickets  ·  Admin →
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  6. Can you give the ability to edit the fields that are default on the "add ticket" form that users see? This is BEFORE they pick the form template. And even after they select a form, can we get the ability to edit how the fields look, etc? For example, the "description" field cannot be changed at all. (i dont even think it can be removed from ANY form?). In other ticketing systems you can at least add a description to fields, or edit the "pre-text" that is already in the box--in Atera is just says "type something". I would like…

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  7. It would be a huge time-saver if Atera could include the ability to deploy PPPC (Privacy Preferences Policy Control) profiles through its MDM tools to automatically grant Full Disk Access for the Atera agent on macOS devices.

    Right now, we have to manually configure this on each Mac, which is both time-consuming and prone to being missed during setup. If Atera could handle this as part of the MDM deployment process, it would greatly simplify onboarding, improve monitoring reliability, and ensure better compliance across all endpoints.

    This would be especially helpful for IT teams managing remote or large fleets of…

    3 votes

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  8. Website IP/Domain Name monitoring
    MX record and DNS record monitoring

    3 votes

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  9. This website is all but ignored by the dev team. just kill it so we do not get false hope.

    the dark mode request is a fiasco and honestly I give up. when my renewal comes due, I may just go elsewhere

    3 votes

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  10. issue:
    Tickets that get clicked on get a timer started (good feature). When we click out of the ticket of when there is a response given, the ticket timer should stop (requires manual pause). 99% of the time no one is going to pause the time.

    Feature required:
    Auto pause the ticket timer after there is a response added to the ticket or if you happen to click on another section of Atera.

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  11. I would love something native where if a ticket with a particular status is not assigned to a technician after a specific amount of time, it would ring a call group, individual or all people.

    We are currently doing this through some very hackey workarounds.

    3 votes

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  12. A precise control over the device reboot from Configuration policy

    What we need:
    We need to be able to specify a deadline for automatic PC restart and application of updates. Similar to the setting in Group Policy, the deadline time frame can be between 2 and 14 days. After the deadline has passed, devices restart regardless of active hours. Currently, it is between 15 to 180 minutes.

    What we have in Atera through configuration policy:
    • Disable auto-restart with logged-on users
    • Restart outside of active hours
    • Restart after selected time period
    o 15 – 180 minutes
    • Allow…

    3 votes

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  13. When users submit a ticket with an image, its so small i can hardly read what they are showing me, and you cant click on the image to open it at its original size? Can we add that? Otherwise it makes including images in tickets basically worthless.

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  14. I have created custom forms, e.g. “incident, request, change, onboarding, etc.” would like the custom form to be able to automatically link to a ticket type. For example when a “change” type ticket is chosen, the custom form I made for Change tickets is automatically selected and can’t be changed by the requestor creating the ticket. This way the correct form with the correct-custom fields is used. I am trying to move away from from creating tickets by email and using the portal and this feature would help with getting the required information for a particular ticket type. Also help…

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  15. Atera is sold as an MSP tool, but is completely unsuitable for this.

    In particular, EVERY setting must be able to be specified per customer, e.g. whether Anydesk, Slashtop or TeamViewer should be installed. This is a given if you want to sell something as an MSP version...

    3 votes

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    0 comments  ·  Customers  ·  Admin →
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  16. If that snippet "Time Spent" would exist, you can automatically sent an e-mail to the person inside your organization with the "Total Time Spent", the moment an IT-engineer flags a ticket as resolved.
    That person can immediately start with the invoice, instead of first logging on to Atera, generate a report or open the actual resolved ticket to find out what time the IT-engineer spent, solving the ticket.
    This would save time for the person who needs to invoice all resolved tickets.

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  17. The ability to enable Atera Uninstall, per device. Our only option at this point is a global setting that affects all devices.

    3 votes

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    0 comments  ·  Agent  ·  Admin →
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  18. It would be nice to have an option to save a "Public reply" to a ticket without initiating an email to the contact, this way the notes are visible to the Client contact in the customer portal but we don't have to necessary spam the contact with technical notes via email.

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  19. The new design sucks. It takes at least one additional click to see information that was visible right away. I like the customization, but I lose time because 80%+ of the stuff I need now takes longer. Please give the option to keep using the old design.

    3 votes

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    2 comments  ·  Devices  ·  Admin →
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  20. On the Devices page (or any other Assets' page) The user should be able to select all devices without having to scroll all the way down to display all devices.

    3 votes

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