235 results found
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Internal Communication from Tickets
Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.
41 votesHey all,
I'm very happy to announce we have released the ability to communicate internally from within tickets and be notified internal communication.
This feature will leverage the internal notes and CC field of tickets and will notify you if internal notes are posted on tickets you're following.
To "follow" a ticket you will simply need to ensure you are on the CC field of it. Alternatively, you can @ yourself or other technicians in the notes section in order to notify them as well.
I will add screenshots to this update for more clarification.
We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for shared views/ queues on the tickets and devices pages.
Hope you enjoy this new release!
Yakov
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Sharing Custom Views / Queues
To be able to share custom views in the tickets and devices sections to specific technicians in your organization and to all techs as well.
38 votesHey all,
I'm very happy to announce we have released the ability to create Shared Views/ Queues on both the tickets and devices pages!
This will allow admins to curate views for all the engineers on the team to look at and work together.
To do so, you will simply have to choose the view type (Shared / Private) when creating it from the filters pane, I'm also attaching a screenshot here.
We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for internal communication on tickets.
Hope you enjoy this new release,
Yakov
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Reboot all agents requiring reboot
A new feature was recently released that allows us to see agents requiring a reboot. There is no way to reboot them all.
It would be great if:
1) We could use Patch search and deploy to install patches and have an option in there to reboot the agent after successful install
2) We could select ALL agents requiring a reboot and reboot them instead of individually37 votesHi there!
On the new devices page there is now an option to filter all devices that are pending a reboot. Once filtered, you can select all the devices, go to the bulk actions-> shutdown actions-> reboot.
You can select to perform an immediate reboot or schedule a future one!
For any additional questions please reach out to support via live chat or email support@atera.com
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send reports as pdfs
Please have automated reports send the file as a pdf instead of a link requiring you to sign in. Or both. We want to be able to send reports to our clients, but right now we have to send them to a technician who opens each one, saves them as a pdf, and then emails them to each client. It is time-consuming. We can't email them directly to the client as none of them use Atera and it makes them log in which confuses them.
37 votesThanks for voting and contributing to Atera! Sending a report PDF file via email is now available with Advanced Reports.
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Ticket Conversation Order
Change order of the ticket conversation: oldest at the top instead of having to scroll all the way down.
36 votesHey all,
Happy to let you know we've added the option to sort the ticket conversation order in our new ticket page.
Feel free to look at this KB: https://support.atera.com/hc/en-us/articles/9258656888732-The-Ticket-page
Best,
Yakov
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Sort devices by patch status
Patch management: When you are in the device list, I would like the option in the filters to sort all devices by patch status so that you can quickly see which PCs are not patched. You would then have to intervene manually.
34 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Please see the new option for filtering based on "Patching status" under the advanced filters on the devices page to view devices that are or are not fully patched.
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Sorting Devices
I would like the possibillity to sort devices (For instance on last accessed date, Availabillity, number of alerts, etc..).
33 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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mobile app customer signature
Allow a customer to sign for work completed. We go onsite to do work related to a ticket and once complete would be good to be able to get the customer/onsite contact to sign via mobile app to acknowledge work completed. This can be done via main web portal for touch devices but utilising the app for this function would simplify the process. This also gives us confirmation that work done and can be proven when or if a customer queries especially when the works invoiced.
32 votes -
Hide priority and impact from the portal
When creating a ticket there is a ticket priority and ticket impact. Confusing for our customers using the portal as they are almost the same thing. Can the options be changed or hidden?
32 votesHey all,
Happy to let you know you can hide both the deafult and the custom fields from your users in the portal
Follow this KB for the relevant steps: https://support.atera.com/hc/en-us/articles/211833798-Configure-your-Customer-Portal#EditticketfieldvisibilityintheCustomerPortal
Hope this helps!
Yakov
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Parlez-Vous Francais?
A French version of Atera
32 votes -
Shared Script Library
We've improved the scripting experience by adding a 'Clone' option within each script throughout Atera
32 votes -
Knowledge Base Revamp
I would use the knowledge base, but it looks very unprofessional and bland. It should be completely redesigned to look organized and have better formatting options.
Please take a page from Atlassian (free). Their board is very well designed, and the editor has built in image snippets and formatting options to help the article look very professional. It also includes various image templates for article banners.
I would also add the option to access the KB without having to log in. Since Atera doesn't have SSO with LDAP or AD, i perhaps have a few users in the entire company…
29 votesHey all,
I am happy to let you know we have completly re-designed the Knowledge Base and the Portal to a brand new look and feel in the past couple of months.
With that, we've introduced SSO for the portal (through AzureAD and SAML protocols) in order to ease accessebility.
Feel free to contact our support team via email (support@atera.com) or live chat if you need any assistance in setting those up.
Hope this helps,
Yakov
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Adding time entries through the mobile app
Currently - you can have the time auto start when you open a ticket or have it on manual mode.
We would like the option to add time entries without using the timer when onsite28 votes -
Adding the custom fields into the Auditor Report
We have added custom field like Warranty Expiry Date, Leasing Agreement No and Leasing Due Date. It will be good to have the data of these custom fields to be included in the Auditor Report when we extract them into Excel. It will be very helpful to keep track the warranty status and leasing status of the workstation fleets. Thank you
26 votesHey everybody,
We're happy to announce we've released your feature request and now you will be able to see custom fields in the Auditor Report.
In addition, the custom fields will be presented in the Auditor report exported PDF or Excel files.
Thank you for bringing this request to our attention, hope this makes your day to day easier!
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Better Scripting Interface
In other RMM tools I've used in the past, quite often their scripting interface has language checks, colouring, formatting checks, etc. Atera's scripting interface looks like a Notepad document.
It would be a really nice quality of life feature to improve the feel of the scripting interface :)
26 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Alert based on script output (monitoring scripts)
It would be very useful to trigger an alert after running a PowerShell script automatically so that you can check a lot more with alerts
The reception and display of alarms in real time (monitor) is fundamental in the management of the systems and in the optimization of interventions.
The control elements on the systems are many and different between the different realities (services, backup, antivirus, modifications, etc.).
It would be useful to be able to insert scripts to be used as a monitor in continuous operation The script must allow to trigger an alarm with a settable severity, perhaps…25 votes -
Add a resolution field to the ticket
When closing the ticket - it throws up a box where you can enter the fix/resolution for the ticket. Perhaps add tagging options to make it searchable. This would be helpful for tickets with long threads of communication between the user and technician and simplify finding the resolution for an issue.
25 votesHey all,
Happy to annouce that we've added the ability to add resolutions to tickets!
This will help you in visibility when going back to tickets you've worked on in the past, and will also be tied to an so-to-be released development that helps with the creation of KB articles from tickets.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/12955402321564-Ticket-resolutions
Hope you enjoy this new improvement,
Yakov
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Run a report on Ticket Properties
run a report on Ticket Properties, so we can show a customer how many and what type of tickets they are logging, This will show what staff training is required in a particular area.
25 votes -
Updated Antivirus Information on the Device Dashboard
see all installed antivirus software on the device, to ensure you stay on top of customer security
24 votes -
Comments in Customer Satisfaction Reports
Customer satisfaction survey report does not include the comments added by the customers when they include the rating. This can only be visible from the ticket itself.
It would be nice if the MSP could have a button to select "include all survey comments" for better reporting ( similarly with the 'remove retired devices' button ).23 votesHey,
This is currently possible using Atera's advanced analytics tool.
In order to build a report where the satisfaction comments are visible, simply choose the "ratings" table when building the report.
I am attaching a quick prototype that can be done within seconds. Of course, you can add filtering and additional data (based on Customers/Sites, technicians, ticket open dates etc.)
Feel free to read this KB if you'd like to learn more: https://support.atera.com/hc/en-us/articles/6411995254172-Create-advanced-reports
Yakov
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