4769 results found

1. Mobile App major issues

   Dear Atera Team,

   I hope this message finds you well. We have been utilizing the Atera mobile application for managing our field technician operations and have found it to be a useful tool in many aspects. However, we have encountered some limitations in the mobile app functionality that have been impeding the efficiency and productivity of our technicians. I would like to provide feedback on two major flaws that we believe need urgent attention and improvement:

   Task Scheduling Limitation:
   Our field technicians heavily rely on the mobile application for task management while they are on the field. However, it appears that the mobile app does not permit technicians to schedule tasks directly from Atera, forcing them to use a laptop for this basic yet crucial operation. This limitation hinders the flexibility and real-time responsiveness of our field operations, making the scheduling process cumbersome and less efficient.

   Limited Access to Custom Ticket Statuses:
   We often schedule our tickets to a later time, for which we have created a custom status named "Ticket is scheduled." Unfortunately, we have noticed that the mobile application only displays the standard ticket statuses such as Open, Pending, Resolved, Closed, and Deleted. This restriction prevents our field technicians from accessing and viewing tickets assigned to them with our custom status, thus creating a gap in task visibility and management.

   Suggested Improvements:

   Enable task scheduling functionality directly from the mobile app, allowing our field technicians to manage their schedules more efficiently without needing a laptop.

   Enhance the mobile app to support and display custom ticket statuses, ensuring that technicians have full visibility of their assigned tasks, including those with non-standard statuses.

   We believe that these improvements are essential for the seamless operation of our field services and will greatly enhance the user experience and productivity of our technicians. We would greatly appreciate it if these issues could be addressed promptly in the upcoming app update.

   Dear Atera Team,

   I hope this message finds you well. We have been utilizing the Atera mobile application for managing our field technician operations and have found it to be a useful tool in many aspects. However, we have encountered some limitations in the mobile app functionality that have been impeding the efficiency and productivity of our technicians. I would like to provide feedback on two major flaws that we believe need urgent attention and improvement:

   Task Scheduling Limitation:
   Our field technicians heavily rely on the mobile application for task management while they are on the field. However, it appears… more

   8 votes

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   0 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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2. Add option to specify minutes in Ticket Automation Rules

   Currently, the time interval is set for hours. Would be great to have the ability to specify minutes as well. Or allow the use of decimals. e.g. .25 hours for 15 minutes, .5 for 30 minutes, etc.

   8 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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3. Include Department on user import

   I'm working on importing users via CSV due to severe limitations on Azure AD sync (https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/47085382-azure-ad-group-sync-query-group-name-to-get-aroun).

   The CSV import works great - thank you for providing us with this option! However - can we please get the ability to also import the Department field?

   The response I got from Atera Support was this:

   "
   At this moment, there is no option to add a Department when uploading a list of contacts.
   As there no API call that can update the relationship between a Contact and a Department, I am afraid the only option to update this information is to do so manually.
   "

   We have a modest-sized company and will have to manually assign departments to 325 users we are importing. This is not what "10x efficiency for I.T. teams" looks like, in my opinion.

   I'm working on importing users via CSV due to severe limitations on Azure AD sync (https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/47085382-azure-ad-group-sync-query-group-name-to-get-aroun).

   The CSV import works great - thank you for providing us with this option! However - can we please get the ability to also import the Department field?

   The response I got from Atera Support was this:

   "
   At this moment, there is no option to add a Department when uploading a list of contacts.
   As there no API call that can update the relationship between a Contact and a Department, I am afraid the only option to update this information is… more

   8 votes

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   2 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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4. Multiple email addresses for a single user

   Having a single email address for a user account leads to fragmentation of the helpdesk ticketing system. For example, a person working from home may not have access to their work email (associated to a user account in Atera), and may need to create a helpdesk ticket using their personal email. The fragmentation of the ticketing system happens where their user account associated with their work email will not have the tickets that come in with their personal email. The user will also need to manage two accounts in Atera, one for their work email and one for their personal email.

   Having a single email address for a user account leads to fragmentation of the helpdesk ticketing system. For example, a person working from home may not have access to their work email (associated to a user account in Atera), and may need to create a helpdesk ticket using their personal email. The fragmentation of the ticketing system happens where their user account associated with their work email will not have the tickets that come in with their personal email. The user will also need to manage two accounts in Atera, one for their work email and one for their personal… more

   8 votes

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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5. time entry api

   Add the ability to add time to a ticket via API

   POST /api/v3/tickets/{ticketId}/timeentry?

   8 votes

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   0 comments  ·  Delete…  ·  Admin →
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6. Integration with Miradore MDM

   It would be great to manage MDM device through Atera using Miradore.

   8 votes

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   0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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7. Atera Hosted SIEM

   Atera Hosted SIEM: smaller healthcare clinics, they would like to have the SIEM built in. little agent that is on the computer and its only purpose is to record and checks for vulnerability – makes a record of everything you are doing on the computer (Websites you're going into, connected to the shared, used an app to open), sort of like auditing tool. Something that you can use to catch security breach. It’s becoming more and more important.

   8 votes

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   0 comments  ·  Security  ·  Delete…  ·  Admin →
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8. Calendar (Calendly) Scheduler

   The service allows customers to easily schedule appointments with our technicians for either an in-person visit or remote repair. Similar to Calendly.com, customers can choose from the available free times in our technician's calendar to set up a convenient appointment. Once the customer selects a time, both parties will receive a calendar invite to confirm the appointment. This process ensures a smooth and efficient scheduling experience for our customers.

   8 votes

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   0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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9. Add Network Discovery REST API

   Add a new standard Atera API to show the latest result of the network discovery by site.

   8 votes

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   1 comment  ·  Network Discovery  ·  Delete…  ·  Admin →
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10. Watch guard Integration

    Watch guard Integration

    8 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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11. scroll bar

    Make the scroll bar in Atera, and its windows wider. Its very difficult to click onto it.

    8 votes

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    0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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12. Search ticket features enhancement: keyword, users, date

    Search feature:
    just try to find tickets, it searches ticket title. All of our tickets are raised by email mostly and different subject matter in the email. When you do search, the way of timeline of things, is not all that helpful.
    o Search by keywords
    o Search by users
    o Search by date or at least see the actual date.

    8 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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13. Sound Alerts

    I think a nice optional feature would be to have optional sound alerts that a ticket has been created. As an IT professional I am not always looking at my dashboard and occasionally am delayed in responding to tickets due to the fact that I am not alerted like the other sound alerts.

    8 votes

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    0 comments  ·  Alerts  ·  Delete…  ·  Admin →
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14. Push policies for microsoft

    Using Intune for pushing software deployment. They are better integrated with Microsoft. Easier to push policies.

    8 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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15. Add time to a ticket via API

    It would be really useful to be able to add time entries to a ticket via API, The current API implementation (as far as i can see) allows us to read workhours duration and workhours list but not to add time to a ticket via the API.

    8 votes

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    1 comment  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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16. History of all script executions with script output and script version executed

    We need to be able to see all executions of a script, with the exact code that was executed and the script output. This history should be available from the Script (to see all the times it has been executed and on what devices) and from the Device (to see a history of all the scripts that have been executed on the device).

    Each script execution should be saved in a separate entity with the date, time, device, script code, execution parameters, result and script output.

    8 votes

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    1 comment  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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17. CRM integrations

    Integration to more in depth CRM systems, Hubspot, Salesforce, ZOHO, Dynamics CRM, ETC....

    8 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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18. Audit IT Integration

    Audit IT Integration

    8 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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19. Splashtop - Ability to See When a Technician is Already Connected to a Session

    A marker that shows if a technician, and which, is currently connected to a device's Splashtop session. Currently, the only way to find out is by getting the popup message when trying to connect. Even then, if you have more than 2-3 technicians, you don't see who's on it so you have to message around and wait for responses. This would be a convenient time saver.

    8 votes

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    0 comments  ·  Delete…  ·  Admin →
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20. Export Knowledge Base Articles

    Provide the ability to export knowledge base article as a .pdf, .docx format, or .csv.

    8 votes

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    0 comments  ·  Reports  ·  Delete…  ·  Admin →
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