5034 results found
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First Response from Automated Replies or Changing Status
Change how the first response is registered as our techs don't often send an email from the ticket before starting to work as we have the Automated responses for when a ticket gets assigned and then techs usually contact the client directly.
Can either changing the status from Open to Schedule or In-Progress count as First response or once the Automated response for when the Tech has been assigned be used as the First response.2 votes -
SNMP Alert category in Dashboard
in Dashboard it would be good to have an evidence of alerts for snmp device. Something like a specific category of alerts server of a count on the availability monitor. As MSP it usefull to have immediate evidence of number of snmp device have an alert.
2 votes -
Ticket creation in the name of customer should still show creators name
If I create a ticket in the name of the customer, it shows the name of the customer in the ticket description as if the customer wrote the ticket.
Even if I open the ticket in the name of the customer, it still should show that I wrote the entry. Every entry should have the name of the original author, so it's clear in the conversation history who wrote the specific entry.
Thank you2 votes -
Mobile app forced log out
Mobile app to stop logging out so frequently
2 votes -
Ticket Category Automation
Would love an "if this then that" sort of automation, or better, AI assistance. With the AI understanding our product categories, it should be able to use some keywords to properly categorize tickets (or let us give 3-4 keywords per category that trigger it)
Right now we have a new ticket rule that says if x is in the subject or body, category is Y
As you can imagine, that gets extremely unwieldy very fast. I'd like one "categorization rules" area where I can say "if x, then y. if a, then b. If C, then d"
But, I feel…
2 votes -
API calls to be able to update the update the data of an agent (PUT/PATCH)
API calls to be able to update the update the data of an agent (PUT/PATCH)
2 votes -
add splashtop stylus to subscription
We need to be able to direct users on screen as well as support them. Please add splashtop stylus as part of the subscription.
2 votes -
Having a text alert for down customers sent to our cell phones
Being able to receive a text on our cell phones when a customer, mostly commercial customers, go down or there are critical errors would be crucial and very beneficial. This would be a much appreciated feature.
2 votes -
Symbol for Scriptbased Alarms
Show a symbol for script based alerts, just like hardware alerts, disk alerts, availability alerts, performance alerts...
2 votes -
Tamper protection on the agent
some kind of tamper protection on the agent, install what one can't do to uninstall it.
2 votes -
API ability for end-customers
API ability for end-customers: option to allow API access of customers. It would be useful for some of our clients.
2 votes -
Tech without full admin to be able to delete time entries
Tech without full admin to be able to delete time entries
2 votes -
email out from ticket to a different user
Ability to send an email from a ticket without including the ticket holder.
For example, A user sends through a request that requires HR approval. I would like to be able to email HR to request approval without having to include the user who sent in ticket.
2 votes -
Priority matrix ITIL
Current impact values (server issue and site down) do not reflect to many real life scenarios and are not in line whit industry best practises.
So i propose the possibility to use "Priority matrix" when creating tickets.
Most of companies use matrix to define ticket priority.
Priority is based on impact and urgency and field is not user editable.Impact and urgency are defined on scale LOW-MED-HIGH-CRITICAL
And based on values user has submitted ticket priority is defined to
LOW-MED-HIGH-CRITICALMatrix could have 2 default option 3x3 (low-med-high) or 4x4 (low-me-high-critical)
This provides companies the possibility to define their own…
2 votes -
Change linux command prompt / terminal user
Command prompt / terminal is opened as root. It would be great to define another user account which lower privileges. Also the terminal is not working if root has /sbin/nologin set.
2 votes -
Allow internal IT departments or customers access their own folder
Have the ability for the customers internal IT department to have access into their own customer in Atera.
2 votes -
Speed of Atera - slowness overall - screen refreshes
Atera's a great platform, but, there's always a but, the features added are slowing it down - or something else is - and the delays in refresh are becoming troublesome where techs are waiting for every screen. It may not seem like much but it's noticeable. We have a bi-coastal tech setup and both locations have the same slowness so it's not regional or location specific but indicates a system wide problem. Perhaps before more features are added we can get the snappy speed back?
2 votes -
Send ticket to a another person
Want to be able to reply to the ticket to another person, like a vendor so they can have all of the thread. But here, i can only change the requester but it would change the entire ticket.
2 votes -
When adding device to ticket allow searching by username instead of Device name only
When adding device to ticket allow searching by username instead of Device name only
2 votes -
Select All for 'unassigned folder' to allow the ability to move devices in there all at once
Currently, the only way to move unassigned devices from the 'unassigned' to say 'workstations' is to go into devices, filter client/device type/folder, click the 3 dots, edit relations
Suggestion: the other folders in Customer/Devices have a check box for all devices or individual ones, and edit relations that way, it would be cool to have that in the unassigned folder, which is right next to the other folders.
2 votes
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