5040 results found

1. Pictures in signature

   Please provide support for pictures in Quick Reply section for signatures. When I insert my signature on my mobile app it simply doesn’t appear.

   Also in the settings, a separate personal signature section would be appreciated like that which is found in My Profile > Personal Signature on Atera Desktop App! Also adding support for pictures (logos) here too

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   0 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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2. View-only technician role

   Option to create view-only technicians without purchasing an additional license

   7 votes

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   0 comments  ·  Roles and Permissions  ·  Delete…  ·  Admin →
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3. Time Based ticketing rules based on ticket Activity Status (NOT Ticket Status)

   Exactly as it says... Allow ticket automation rule to be triggered by ticket activity status (which is an automatically updated field), not just ticket status (which is manual and can be forgotten).

   Use case - if ticket is waiting for customer reply for 24 hours, send reminder email. If ticket is awaiting technician reply for x hours, send email to rep and change priority.

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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4. 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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5. Add a billing account for invoicing that syncs with Quickbooks as it is different than the Atera primary contact.

   Add/allow a billing contact for invoicing that syncs with Quickbooks as it is different than the Atera primary contact. When invoices are created and exported the invoice in Quickbooks is assigned the Atera Primary contact which is purely technical. Need the ability to add a billing contact so the invoices are emailed to the correct person from Quickbooks and I don't have to change it in Quickbooks every month. Tedious...

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   1 comment  ·  Billing  ·  Delete…  ·  Admin →
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6. Ticket Template - Improvements

   1. Proper Template based form -
      a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
      The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

   2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I can do most of the forms that I need without multiple selections. This would be SUPER helpful.

   3. Core fields flexibiltiy -
      Ability to remove some of the core ticket fields. They are not necessary and just clutter the ticket template. Product category, etc. They will also just confuse the end user.

   4. Default field value -
      Ability to set a default value for a field, date, Department, etc. That way you could have different variations of a single form that is pre-filled with a lot of the appropriate information

   5. Save prefilled templates -
      Ability to store a prefilled template per user so if they create a template they can reuse it. Maybe they could also go into the main store for sharing with others

   6. Click to move
      Click anywhere on the custom field to add it to the form. I hate having to click the tiny plus to move it over

   7. Show Fields
      Option to have fields show on new template, service portal or create ticket in admin portal. ALL of these options show up in the admin portal when creating a ticket. If i set them to mandatory for the template they also become mandatory for the admin portal ticket. Why would this be a good idea? It makes a huge mess.

   1. Proper Template based form -
      a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
      The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

   2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I… more

   7 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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7. 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

   7 votes

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   1 comment  ·  Billing  ·  Delete…  ·  Admin →
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8. 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!

   7 votes

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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9. 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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10. 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

    7 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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11. CVE Reporting time period comparison

    I like to get a metric (such as graph, chart or csv) to compare CVEs for all customers from 3 months ago to now. This relevant from IT side and I suspect would be useful info on MSP side as well to validate if current remediation is having an impact as a reporting tool.

    7 votes

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    0 comments  ·  Network Discovery  ·  Delete…  ·  Admin →
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12. 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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13. 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.

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    1 comment  ·  Work From Home  ·  Delete…  ·  Admin →
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14. Merging tickets should merge cc'd recipients

    Scenario: we have two tickets: Ticket A, and a duplicate, Ticket B. Before realizing they were duplicates, tech responds to Ticket B and add's cc recipients. After realizing the tickets are duplicates, Ticket B is merged into Ticket A. The cc'd recipients on Ticket B should also merge into Ticket A

    I found in Support Request #451828 that it is the designed behavior to drop CC'd recipients from Ticket B when merged with Ticket A. It would be much more useful if this behavior was the opposite; allowing a more fluid ticket conversation that is not disrupted by the merge of duplicate tickets.

    Scenario: we have two tickets: Ticket A, and a duplicate, Ticket B. Before realizing they were duplicates, tech responds to Ticket B and add's cc recipients. After realizing the tickets are duplicates, Ticket B is merged into Ticket A. The cc'd recipients on Ticket B should also merge into Ticket A

    I found in Support Request #451828 that it is the designed behavior to drop CC'd recipients from Ticket B when merged with Ticket A. It would be much more useful if this behavior was the opposite; allowing a more fluid ticket conversation that is not disrupted by the merge… more

    7 votes

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    0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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15. 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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16. Patch Logging

    It would be extremely beneficial if there were logs of which patches were deployed to an agent in case of issues.

    We had a Mac device restart after receiving an update and it booted back into recovery with us unable to recover the device. Without knowing which patch this device received, we cannot exclude the patch from other devices. Instead we have to disable OS updates to avoid any additional device failures.

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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17. Multiple Ticket-Tabs within Atera

    It would be very convenient if you could have several tickets open as tabs within Atera. This would allow you to switch between several tickets, no matter where you are in Atera. I know that you can simply open several browser tabs, but I think it would be much better to have tabs within Atera. Especially if you use Atera as a "web app". This would significantly increase productivity and it would be much easier to keep an overview.

    7 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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    Under Review  ·  AdminGil Givoni (Admin, Atera) responded

    Hi,

    We wanted to let you know that your idea is currently under review by our product team. We are evaluating its alignment with our product roadmap and its potential benefits to our users.

    We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.

    
    

    Best regards,

    The Atera Team

    
    

18. 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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19. Please change the 2FA method. The current one is really bad

    Please change the 2FA method. The current one is really bad

    7 votes

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    0 comments  ·  Security  ·  Delete…  ·  Admin →
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20. Login and user activity history of any device.

    Please Add or maintain login history and activity of any user on any device either online or offline. So we can export it later

    7 votes

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    1 comment  ·  Delete…  ·  Admin →
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