235 results found
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Customisable Customer Portal
The ability to customize the design and layout of your customer-facing portal including fonts, colors, and text, with the ability to hide ticket fields.
238 votesHello all,
We're happy to announce the implementation of new granularity and control over the portal!
As part of our new release, you are now able to either hide or set different fields as uneditable (fields such as Status, Priority, Impact and Type) for your users.
To do so, head into Admin > Custom Fields and click the little pencil next to the fields to choose the state fields should have in the portal.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/211833798#h_01GQMPD38FXA6A1VFCWCCEA0JH
We plan on adding and improving the portal in the coming months, and we'll be sure to update, as our development work continues.
Hope you enjoy this new release!
Yakov
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Time based ticket automation rules
Timed ticket automations
I.e Whilst ticket is in 'Awaiting customer Response' status, after 24hrs send a reminder email to customer.
After 48hrs, auto close the ticket
208 votesHey everybody,
We are very excited to announce we have released the ability to create time-based ticket automation rules.
This will allow you to automatically follow up on tickets that have not been responded to for a while, automatically close tickets after a certain period of time, change tickets from resolved to closed, and much more.
We want to thank you for bringing this feature to our attention and helping us during the process of development and design!
Feel free to read the following KB, set up your automations and start saving time: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules
All the best,
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205 votes
Hey all,
I am happy to announce Atera has introduced the support for custom urls with a secure HTTPs connection by generating CNAME records for the Customer Portal.
By completeing the process, your portal will be covered by unique certificates under the DigiCert umbrella.
Moreover, Atera will automatically renew the certificate for you so there is no need for anything on your end beyond the initial setup.
Feel free to read more about the feature here: https://support.atera.com/hc/en-us/articles/360000689808-Set-up-SSL-for-your-Customer-Portal
To enable the feature, reach out to your account manager or the customer success team via success@atera.com
All the best,
Yakov
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Acronis Alerts
See Acronis alerts (along with all other alerts) within Atera.
190 votesHi,
We would love to hear your feedback about the integration with Acronis alerts that have been released.
I am always looking for ways to provide more value to Atera users via the integrations available in the marketplace and would love to hear your thoughts on that.
I will be happy to meet and chat, use this link to schedule a call.
https://atera.chilipiper.com/book/me/boaz-eshed?type=product-exploration-acronis-alerts
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Custom Ticket Statuses
Custom ticket statuses rather than just 'Open, Pending, Resolved & Closed'
189 votesHey all,
We're happy to announce we've released the ability to create Custom Ticket Statuses in our latest release.
The way to create those would be by going to Admin > Custom Fields > Tickets and heading into the "Status" field.
You can read more about it here: https://support.atera.com/hc/en-us/articles/215952967-Add-Custom-Fields-#h_01FWXWNGEBY7T18N5YYANJHK69
We plan to introduce more granularity into the behavior of these statuses later this quarter, and to allow you to chose the behavior of the statuses (act as "pending", "resolved" etc.).
For the time being, we hope you and other users can start leveraging the feature with the given functionality already :)
Best,
Yakov
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Bitdefender integration with Atera
Bitdefender integration.. Need the ability to deploy from within Atera, similar to how Webroot can be.
184 votesHi!
This feature was released! Thank you for helping us make Atera better!
For more details: https://support.atera.com/hc/en-us/articles/5185366386076
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Flag to show if an engineer is working on a ticket
As most helpdesk engineers are working remotely a flag would help to show another user is actively working on the ticket.
183 votesHey all,
We're happy to announce we've implemnted a flag to indicate on technicians working on a ticket!
Currently, it will be visible on the top right corner of each ticket screen.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/360012450754-Handle-a-Ticket#viewTechs
Thank you very much for the suggestion and for making Atera better!
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Malwarebytes Integration
An integration with Malwarebytes, a global leader in cyber-security
169 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Read more:
https://support.atera.com/hc/en-us/articles/5153158015004We appreciate and rely on your amazing ideas and suggestions! So please keep them coming!
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Time Entry easier display
It would be interesting to be able to see the description of the time entry on a ticket in an easy way.
However, we are obliged to click on "Actions" then "time entry" then click on modify to read the content.
167 votesHey all,
I am happy to let you know we've improved the accessabilty to the time entry notes in the new ticket UI and save you clicks.
In the new UI, time entries that have notes attached to them can be viewed directly from the time entries list upon hovering on the note icon.
I've attached a screenshot for your convenience.
Down the line, we will consider adding the time entries and their notes to the feed of the ticket for even easier view.
Hope you enjoy this new improvement!
Yakov
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IT automation Packages Persistency
Commands continuity in case of any termination (reboot, shutdown, manual abort etc.)
166 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Ability to change the Ticket Activity Status
Many times throughout the day a customer will make a comment to someone cc'd on the ticket if they do not have an answer for us.
The Ticket status changes to "AWAITING TECHNICIAN RESPONSE" when they have not answered our question.
We need a way to change the Ticket status from "AWAITING TECHNICIAN RESPONSE" back to what it should be "AWAITING CUSTOMER RESPONSE".
-JL
151 votesHey everybody,
We're happy to announce we've released the option to manually edit the ticket activity status, on top of the existing automatic mechanism.
This can be done both from the main tickets page and the single ticket page.
Thank you for bringing this request to our attention, hope this makes your day to day easier!
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Devices List: Adding an Indication of Available Patches
For each device, see available patches at a glance.
140 votes -
Ticket Templates/Forms
It would be helpful to have ticket templates/ticket option type for the end user creating a ticket.
For example, the end user is requesting a new hire setup. They would be able to go to create a ticket and have the option to select "New Hire" ticket. Then, fields would appear that have been customized by the admin.
On the other hand, maybe even having an option create a form for end users to fill out and generates a ticket.
134 votesHey all,
I am excited to announce that ticket forms/templates are now avalibale in Atera!
This brand new feature allows you to curate and customize different forms, thus controlling the order and appereance of different custom fields on a ticket level.
Forms are supported in both the technicai nand portal side of things. We hope this feature will be extremely beneficial for your internal processes such as Employee onboarding, service requests, etc.
The feature is supported for our users leveraging the new ticket page UI, which is currently being rolled out to all of our customers.
To read more, check out this KB: https://support.atera.com/hc/en-us/articles/10190669862428-Ticket-form-templates
Thank you for raising the idea and making Atera better every day, let us know what you think about this exciting release!
Yakov
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Update Atera agent remotely
Be able to Update atera agent using the rmm tool in atera instead of having to manually uninstall the agent then run a script then install new version
132 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
You can now install a new agent with the updated version via the Atera command prompt.
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Auditor Report: Adding HDD & SSD information
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Per each device in the report there should be shown the following details:
HDDManufacturer
Model
Media type (e.g Fixed hard disk media)
Serial number
Interface (e.g ATA, SCSI, SATA etc.)
Size (in GB) - Exists
Bytes per sector
Partitions
S.M.A.R.T errors
SDD
Manufacturer
Model
Media type (e.g Fixed hard disk media)
Serial number
Interface (e.g ATA, SCSI, SATA, PCI Express, mSATA, USB..)
Size (in GB)
Partitions
S.M.A.R.T errors
Lifetime value (%)
123 votes -
Patch approval
Ability to approve patch for release date (install only if before date or older than days).
Ability to don't approve specific ones (es. do not approve KBxxxxxx).We usually postpone installing patches on clients for a few days and manually approve the patch for servers, blocking approval of patches based on their release date.
This allows us to test them and block the installation of specific patches in case we encounter problems.118 votesGreat news! This feature has been released! Thank you for helping shape Atera. You can learn more about our new patch approval here: https://support.atera.com/hc/en-us/articles/7887279377564-Patch-Approval
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Device sorting
The ability to sort devices alphabetically.
114 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Check out our new look for the Devices page 🎉
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Windows 11 patching
Windows 11 patching
110 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Please see our KB for more information: https://support.atera.com/hc/en-us/articles/360017733079-Windows-version-upgrade
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Network Discovery: Remotely Deploy and Install Multiple agents
Select a single, multiple or all of the devices which the agent isn't installed on, and deploy and install them at once
Add SNMP devices
103 votes -
IP address shown in devices summary
When looking at the devices for a customer it would be nice to see their local IP address to compare across all devices, easier to quickly check the server IP or a workstation IP to compare info
102 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
We have added an IP address optional column on our new Devices page. You can check it out by heading to the devices page-> Table settings-> Edit columns.
Let us know what you think!
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