4721 results found

1. Email Template for Ticket Comments

   Problem: No ability to change the template used by Atera for emails notifying the tech and emails notifying the contact when comments are added to a ticket.

   When I have custom and in my case very custom HTML email templates for Ticket Creation to User, Ticket Creation to Tech, Ticket Assignment, Ticket Status Change, and Ticket Resolved. But then when a tech replies to someone's ticket to help them it shows up as just some poorly formatted words in their inbox by comparison. It actually makes my brand look bad and incompetent as now it looks like my support given from techs is "unfinished" like I just didn't take the time to work on those emails when every other email they get is very clean and formatted with detailed ticket information, backgrounds, custom fonts, custom colors, custom formatting and padding, and logos.

   Recommended Solution: When a new Atera system is started there are already 3 Automations generated for us. I suggest that another two be automatically added by default and an automation trigger be added to accompany the "Ticket Contact Responded" add a new trigger "Ticket Tech Responded" and remove all background automation that is sending the emails and let us control the emails and templates used.

   This way they are turned on by default like they are now on the backend but gives us the freedom to automate them as we see fit and also add our templates to standardize them for all support emails that leave the system.

   P.S. There really should be no emails that go out to a contact we cant edit the template of, that just seems like such a basic function.

   Problem: No ability to change the template used by Atera for emails notifying the tech and emails notifying the contact when comments are added to a ticket.

   When I have custom and in my case very custom HTML email templates for Ticket Creation to User, Ticket Creation to Tech, Ticket Assignment, Ticket Status Change, and Ticket Resolved. But then when a tech replies to someone's ticket to help them it shows up as just some poorly formatted words in their inbox by comparison. It actually makes my brand look bad and incompetent as now it looks like my support given… more

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   2 comments  ·  Tickets  ·  Delete…  ·  Admin →
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2. Additional Billing Informations

   The support told me there is no way to add extra Information to invoices. This is pretty bad, because I need to add legal details for a valid invoice here in germany.

   Update:
   It is apparently not possible to store payment information in an invoice. However, information about which account the payment should be made to is essential. Here too, a permissible outgoing invoice is not possible under German law. It really shouldn't be a hurdle to print this information! The ultimate solution would be simple e-payment via PayPal or photo transfer (via QR code).

   I don't want to be forced to export and use another solution like Xero etc. I wan't to be able to create a valid invoice for my customers.

   The support told me there is no way to add extra Information to invoices. This is pretty bad, because I need to add legal details for a valid invoice here in germany.

   Update:
   It is apparently not possible to store payment information in an invoice. However, information about which account the payment should be made to is essential. Here too, a permissible outgoing invoice is not possible under German law. It really shouldn't be a hurdle to print this information! The ultimate solution would be simple e-payment via PayPal or photo transfer (via QR code).

   I don't want to be… more

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   2 comments  ·  Billing  ·  Delete…  ·  Admin →
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3. Edit agent from App

   Have the agent edit options available in the app, eg rename, edit relationship, primary user etc

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   0 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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4. Advanced Customization of "Custom Fields"

   When we want to sort tickets, we often find ourselves blocked by the limit of 20 clients per ticket.

   But "Custom Fields" could revolutionize all that!

   Let me explain:

   If I have a client with several brands, I might be tempted to create multiple clients to differentiate them.

   However, for this client, each brand has several stores located in different countries/cities.

   And each store has one or more collaborators with a specific email address.

   To solve this problem, the "Custom Fields" in the contact category need to be more customizable.

   Example: Creation of a custom dropdown field "Store" providing a dropdown menu "Country" unlocking a dropdown menu "City" unlocking a dropdown menu "Collaborator."

   This would allow us to have one client where all contacts have the correct information. It also enables more efficient sorting in ticket views and makes it easier to find specific information when searching.

   French Version
   Personnalisations avancées des "Champs Personnalisés"
   Quand nous voulons trier les tickets, nous nous retrouvons souvent bloqués par la limite de 20 clients par ticket.

   Mais les "Champs Personnalisés" pourraient révolutionner tout cela !

   Laissez-moi vous expliquer :

   Si j'ai un client avec plusieurs enseignes, je serais tenté de créer plusieurs clients pour les différencier.

   Cependant, pour ce client, chaque enseigne a plusieurs boutiques situées dans différents pays/villes.

   Et chaque boutique a un ou plusieurs collaborateurs avec une adresse e-mail précise.

   Pour résoudre ce problème, les "Champs Personnalisés" dans la catégorie contact doivent être plus personnalisables.

   Exemple : Création d'un champ personnalisé déroulant "Boutique" fournissant un menu déroulant "Pays" débloquant un menu déroulant "Ville" débloquant un menu déroulant "Collaborateur."

   Cela nous permettrait d'avoir un seul client où tous les contacts ont les bonnes informations. Cela permet également de trier plus efficacement dans les vues des tickets et de trouver plus facilement certaines informations lors de la recherche.

   When we want to sort tickets, we often find ourselves blocked by the limit of 20 clients per ticket.

   But "Custom Fields" could revolutionize all that!

   Let me explain:

   If I have a client with several brands, I might be tempted to create multiple clients to differentiate them.

   However, for this client, each brand has several stores located in different countries/cities.

   And each store has one or more collaborators with a specific email address.

   To solve this problem, the "Custom Fields" in the contact category need to be more customizable.

   Example: Creation of a custom dropdown field "Store" providing a… more

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   1 comment  ·  Billing  ·  Delete…  ·  Admin →
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5. Seperation of knowledge base for department

   Allow the knowledge base to have separate categories for each department. (I.E. accounting software articles for the accounting team only) To ensure there is no unnecessary confusion for end users!

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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6. Disk Average Metrics

   Include "Disk Average" in the Metrics overview for each Agent.

   7 votes

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   0 comments  ·  Agent  ·  Delete…  ·  Admin →
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7. Work in the background without disturbing users

   I would like to be able to perform tasks in the background, so the user is not disturbed. Just today, I had to confirm drive mappings, ut had to interfere with the users' workflow to do so. I know other remote software can do this to at least some degree.

   7 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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8. Move all monitored devices by one click onto another device

   We do monitor a lot of network devices by one server in each customer network. When that hardware will be replaced we have to move the monitored devices onto the new hardware server/agent. it would be very handy to move all monitored devices via bulk from on server to another one... and not one by one...

   7 votes

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   0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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9. Atera Agent Version

   Would it be possible to display the Atera Agent version in the device details in the top grey box. Have some sort of traffic light system for Up to date / needs updating (Minor update) / Out of date (Immediately needs updating) , An upgrade button next to it would be really helpful.

   A system report for this would also be helpful, but is not as essential.

   This has been flagged due to a large number of older clients on 1.8.0.3 going offline in January as the updates have not been applied and the security parameters/support having been changed.
   We have also found versions from 1.7 all the way up to almost the latest still needing updates.

   Would it be possible to display the Atera Agent version in the device details in the top grey box. Have some sort of traffic light system for Up to date / needs updating (Minor update) / Out of date (Immediately needs updating) , An upgrade button next to it would be really helpful.

   A system report for this would also be helpful, but is not as essential.

   This has been flagged due to a large number of older clients on 1.8.0.3 going offline in January as the updates have not been applied and the security parameters/support having been changed.
   We… more

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   0 comments  ·  Agent  ·  Delete…  ·  Admin →
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10. rustdesk

    It would be great to have RustDesk as an alternative to Splashtop/AnyDesk/TeamViewer/Screenconnect.

    If possible best would be to have the option to also use an onprem rustdesk server.

    7 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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11. RDP Option when Splashtop fails to connect

    Splashtop works great most of the time but every once and a while, no matter how many times you try, it fails to connect. RDP as an option under "More Tools" would save the day. This is available in other RMM providers and works wonderfully.

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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12. Enable Tab function for powershell and cmd auto-complete

    CMD and Powershell do not have the ability to use the tab button to auto-complete paths and module commands. This is a basic feature in windows and have wondered why it is not available in this platform. The auto-correct ensures you are typing the correct commands. This to me would save a ton of time when typing all of the scripts and commands that I do using theses tools. As it stands I have to go to powershell on my laptop to make sure that the command is correct. Not a time saver.

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    0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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13. Accessible satisfaction Survey

    Currently, Atera's satisfaction survey system lacks accessibility features, particularly for visually impaired users. When a ticket is resolved, Atera sends out a survey, but blind users are unable to interact with it effectively using screen readers. Key issues include the lack of attributes announcing survey options like "Very Poor," "Poor," "Matched Expectations," "Great," and "Super," which are identified only as "Blank." Additionally, attempting to click on these options does not launch the survey in the web browser. Furthermore, the web version of the survey also presents accessibility challenges.

    We request the implementation of comprehensive accessibility features within Atera's survey system. This includes ensuring that survey options are properly labeled for screen reader compatibility and enabling seamless interaction with the survey interface for users with visual impairments. Additionally, improvements to the web version of the survey to address accessibility issues are essential.

    Currently, Atera's satisfaction survey system lacks accessibility features, particularly for visually impaired users. When a ticket is resolved, Atera sends out a survey, but blind users are unable to interact with it effectively using screen readers. Key issues include the lack of attributes announcing survey options like "Very Poor," "Poor," "Matched Expectations," "Great," and "Super," which are identified only as "Blank." Additionally, attempting to click on these options does not launch the survey in the web browser. Furthermore, the web version of the survey also presents accessibility challenges.

    We request the implementation of comprehensive accessibility features within Atera's survey system.… more

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    1 comment  ·  User Interface  ·  Delete…  ·  Admin →
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14. advanced report

    Provide a copilot for report-building: "Show all last logins not using a Microsoft account for customer xyz"

    or

    "Show me all of the local administrator accounts for customer xyz"

    or

    "all open tcp 3389 for ip range 192.168.1.x"

    7 votes

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    1 comment  ·  Delete…  ·  Admin →
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15. Work From Home with Windows Server

    It was explained to me by a support representative that Atera had decided that "Work From Home" should not be available on servers. I believe that decision should be relegated to us as the decision makers for these systems. Case in point: I have a third party consultant who needs access to a server to do maintenance on an accounting software. I believe it should be within my authority to authorize the use of Splashtop on this machine.

    7 votes

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    1 comment  ·  Work From Home  ·  Delete…  ·  Admin →
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16. Security - Potential CVEs XLS file export

    At the Security - Potential CVEs , the exported xls file with the CVEs records (Summary and Detailed sheets) appears without the expanded detailed information of the CVE.

    7 votes

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    0 comments  ·  Network Discovery  ·  Delete…  ·  Admin →
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17. Invoice Formatting and features

    Hi,

    Suggesting some additional features such as..

    • Reorder line items
    • Group items such Product, Labor etc.
    • A space for details or a note
    • Export to excel
    • Option not to print or display tax & rate per line item

    Thank you

    7 votes

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    1 comment  ·  Billing  ·  Delete…  ·  Admin →
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18. Resizable File Transfer Window, ability to download folders from File Transfer, able to resize the headings in File Transfer

    It would be really useful to have the ability to resize the File Transfer window as currently, I am finding that long paths are unreadable as they are turned to a series of ..... when looking at the left side of the window. It would also be nice to be able to resize the headings like; Name, Type, Size, etc. to be able to see the full file name. Also I'd like to be able to see date modified, date created, date deleted etc. and a configurable view for File Transfer. Lastly, it would be really nice to be able to download and upload entire folders as opposed to individual files as this is really tedious. Thanks.

    It would be really useful to have the ability to resize the File Transfer window as currently, I am finding that long paths are unreadable as they are turned to a series of ..... when looking at the left side of the window. It would also be nice to be able to resize the headings like; Name, Type, Size, etc. to be able to see the full file name. Also I'd like to be able to see date modified, date created, date deleted etc. and a configurable view for File Transfer. Lastly, it would be really nice to be able… more

    7 votes

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    1 comment  ·  Delete…  ·  Admin →
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19. Attach files to script

    Would like an option to add files to a script, the other RMM we worked with had this option.

    7 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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20. Include Atera automated activity in Recent Processes

    Recent Processes should include any automated activity that Atera does like patches and when it forces a reboot.

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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