5073 results found

1. List the patch install date in the patch feedback report

   List patch install date in report so we know going into it few days later how many were installed on scheduled day and how many were installed in the following days.

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   0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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2. Bitlocker Key in App

   Can't believe this still isn't in the app after all the issues we've had lately.

   Need the ability to see the Bitlocker key for a device from the Mobile App.
   When I'm out and about have had it where you need to let someone know and can't access it or see it from the app.

   13 votes

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   2 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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3. Ticket Export

   Ticket conversation exporting option for legal/HR reasons.

   13 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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4. Easy way to see where Webroot is not installed on the device. Report or easy applied filters.

   Easy way to see where Webroot is not installed on the device. Report or easy applied filters.

   13 votes

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   0 comments  ·  Webroot  ·  Delete…  ·  Admin →
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5. Asset Management, with ability to print asset labels, scan QR codes, and checkin and checkout equipment from one application

   I'm currently evaluating Atera as a potential replacement for our existing help desk, which is lacking a really good asset management system. What I'm specifically needing is a better way to all of our assets as they come in the door and leave our environment for use. Ideally, the application would allow us to print labels in a variety of sizes for different devices and equipment, scan QR codes to checkin and checkout equipment (reserve equipment on the spot), complete maintenance surveys and allow users to take photos of equipment through the mobile app, and if I'm being a little greedy, it would be really nice to integrate with a GPS asset tracker like Samsara so that we know where all of our devices and equipment are at any given moment without having to go to one more system. Looking for a more all-inclusive solution to better support our team.

   I'm currently evaluating Atera as a potential replacement for our existing help desk, which is lacking a really good asset management system. What I'm specifically needing is a better way to all of our assets as they come in the door and leave our environment for use. Ideally, the application would allow us to print labels in a variety of sizes for different devices and equipment, scan QR codes to checkin and checkout equipment (reserve equipment on the spot), complete maintenance surveys and allow users to take photos of equipment through the mobile app, and if I'm being a little… more

   13 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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6. Fix Chat

   This could be really useful but there are a number of problems that are preventing us from using it:

   Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

   Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify the customer when a technician posts a note to the ticket. I opened to support ticket for this and was told that it is normal behavior for tickets opened from chat sessions. So apparently, this is a design flaw that needs to be fixed.

   The chat mechanism is slow and unreliable. When a customer invokes a chat session by right-clicking on the Atera Helpdesk Agent, it takes about 10 seconds for the chat window to appear. Sometimes right-clicking and selecting chat produces no response and the customer has to restart the computer to get it working again. Once the chat window appears it sometimes has no text box for the user to type in a message. About 30% of the time a chat request fails to connect even though a technician is available. Sometimes the customer chat window shows connected when it is not. When this happens, the technician chat window shows a perpetual "Connecting" status, and messages entered by the customer are never delivered to the technician.

   This could be really useful but there are a number of problems that are preventing us from using it:

   Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

   Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify… more

   13 votes

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   0 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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7. Domotz

   Integrate with Domotz API so that Domotz alerts tie into Atera alerts and/or tickets.

   13 votes

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   0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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8. Better automation for tickets

   More trigger options for ticket automation and the ability to set ticket field values based on keywords etc.

   13 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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9. Add new Custom Asset from Network Discovery

   The Network Discovery function is a very powerfull tool. But in complex and not structured scenarios there are lot of "known" devices where it is not possible to manage SNMP configuration or instlla the Agent (ie. Bank credit card readers, Telphone carrier managed routers, Known guests-users' laptops, Fiscal printers, etc..). In these cases shuold be very usefull to select an Unmonitored device and add it as a pre-defined Custom Asset (or Generic) by automatically filling the existing fields (Device type, MAC, Manufacturer, etc..) to monitor on/off line status.

   By adding this functionality it will be possible to have a comprehensive asset management solution and to focus only on new or unknown devices.

   Thank you very much.
   Iacopo

   The Network Discovery function is a very powerfull tool. But in complex and not structured scenarios there are lot of "known" devices where it is not possible to manage SNMP configuration or instlla the Agent (ie. Bank credit card readers, Telphone carrier managed routers, Known guests-users' laptops, Fiscal printers, etc..). In these cases shuold be very usefull to select an Unmonitored device and add it as a pre-defined Custom Asset (or Generic) by automatically filling the existing fields (Device type, MAC, Manufacturer, etc..) to monitor on/off line status.

   By adding this functionality it will be possible to have a comprehensive… more

   13 votes

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   0 comments  ·  Network Discovery  ·  Delete…  ·  Admin →
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10. Set Program to uninstall upon next use

    It would be great to have the ability to select a program from the device inventory to uninstall even if the device is currently offline. The task would que for the next time the device is available.

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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11. link to a ticket on mobile opens the app rather than web page

    When you receive an email and it contains a link to a ticket, tapping the link should check if the app is installed and if it is, open it to display the ticket.

    13 votes

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    Planned  ·  0 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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12. Patch Exclusion - Remove the patch from showing in the patch needed view

    Please can you look at adding the functionality to remove any patch showing in the agent patch available status if the admin has removed or excluded said patches from availability. This will make the view cleaner as currently the agent machine reflects in the needing patches when actually they are up to date.

    13 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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13. Anydesk Remote on mobile APP

    It would be very helpfull for Anydesk Remote and rest remote apps to work through Mobile App with pop-up integration. Till now only Splashtop is working based on Atera support.

    13 votes

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    3 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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14. Microsoft RDP

    The ability to use Microsoft RDP over SSH to servers.

    13 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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15. Wake on Lan for Work From Home

    Wake on Lan for Work From Home.

    In order to operate climate protection, it would be good if the work-from-home PCs did not have to be switched on, but could be started via wake on lan.

    13 votes

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    1 comment  ·  Work From Home  ·  Delete…  ·  Admin →
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16. Return classic features to new UI ticket page

    There are a few missing features from the classic UI that makes the New UI much harder to use:

    • Unassigned being red in the Tickets page. Just adding that splash of colour makes it really easy to identify which ones are unassigned or not.

    • Ticket page icons. In the classic system you can easily identify where the ticket originated from with the envelope / phone icons. It adds a bit of context when looking at a ticket to see if someone has already spoken to the requestor, or if it it's an untouched email, so we can respond quickly.

    • Autorefresh. Maybe it was a bug when I was using it, but I found that if I had resolved a ticket, it would linger in my queue until I forced a refresh, despite seeing new tickets being added. It's like it only checked to add new to the queue but not remove completed on automatic refreshes, unlike the classic UI.

    New Additions that would help

    • Customizable view. For example if I didn't want to see the SLA or priority but want to see the source, being able to turn them on and off would help keep the UI clean while letting me choose the info I want.

    • Filter by last modified. I can sort by last modified, but sometimes I just want to see how many tickets I've closed on a certain day, so being able to filter last modified by "today" with a status of "resolved" will allow me to keep an eye on todays progress.

    There are a few missing features from the classic UI that makes the New UI much harder to use:

    • Unassigned being red in the Tickets page. Just adding that splash of colour makes it really easy to identify which ones are unassigned or not.

    • Ticket page icons. In the classic system you can easily identify where the ticket originated from with the envelope / phone icons. It adds a bit of context when looking at a ticket to see if someone has already spoken to the requestor, or if it it's an untouched email, so we can respond quickly.

    • Autorefresh.… more

    13 votes

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    0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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17. Show printer details in the Agent page on Atera

    It would be good to have a section that states what printer is installed on the machine inside the Agent page. This would make it easier when buidling new machines and we can know what printers to install.

    13 votes

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    1 comment  ·  Agent  ·  Delete…  ·  Admin →
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18. Add the ability to email a Knowledgebase Article to user in TIcket and Device.

    I would like to be able to send a formatted email from Tickets and Devices. A button that says "email article" shows a popup of all articles. I can then select the article I want to send. The EMail subject would default to the article title and the email body set as the contents. It would also be nice to allow a Textarea box allowing me to put in a personal note to the contact. Make sure styling separates the personal comment and the article.

    13 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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19. Native Android Biometric Login instead of reliance on browser

    For over 6 months now, I have not been able to login to the mobile app on my phone. Even with help from support for this, the only successful login has been setting Chrome as my default browser, rebooting the phone, getting Atera app to open the login in Chrome, then log in, but that forces setting up Microsoft Authenticator app again, but successfully logs out. However, upon logging out of the app (to test), Atera then opens Firefix despite Chrome being set as default. Then when I attempt to login using biometrics, I get "Not Allowed." error (with the period).

    Developers should not expect all users to use Chrome, especially with a userbase of very technical users. Even if Firefox has very low market share, it is still a major browser.

    Having said that, the app should not rely on the browser for biometric login, it should use the native Android APIs. Every other app I have that uses biometrics, being multiple password management apps, or Authenticator apps, etc. uses the native API, it does not open the browser. I believe even Microsoft apps when they authenticate open their own window rendering the Microsoft login page (likely Android Webview), there are no browser controls or URL bar.

    Please add Native Android Biometric Login instead of relying on the browser.

    For over 6 months now, I have not been able to login to the mobile app on my phone. Even with help from support for this, the only successful login has been setting Chrome as my default browser, rebooting the phone, getting Atera app to open the login in Chrome, then log in, but that forces setting up Microsoft Authenticator app again, but successfully logs out. However, upon logging out of the app (to test), Atera then opens Firefix despite Chrome being set as default. Then when I attempt to login using biometrics, I get "Not Allowed." error (with the… more

    13 votes

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    0 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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20. Custom atera menu

    Custom atera menu to allow other sites/ services like ubiquiti to open with in atera allowing a technician to work out of one portal

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    1 comment  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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