4701 results found

1. Alter ticket UI to better integrate with Ticket properties

   The current ticket UI requires alteration due to excessive whitespace, particularly in the description and response fields. With the increased utilisation of Forms, it's crucial to emphasise ticket properties; however, the existing UI layout impedes full integration of forms and custom fields. To address this issue, we propose two solutions:

   Enable end-users to customize the UI layout according to their preferences or the specific needs of engineers. This flexibility would allow for optimal use of space and prioritisation of ticket properties.

   Implement a permanent fix that enhances the prominence of ticket properties within the UI. This could involve redesigning the layout to allocate more space to essential ticket details while still accommodating description and response fields.

   Both approaches aim to improve usability and efficiency within the ticketing system, ensuring that ticket properties receive adequate attention and support streamlined workflows.

   The current ticket UI requires alteration due to excessive whitespace, particularly in the description and response fields. With the increased utilisation of Forms, it's crucial to emphasise ticket properties; however, the existing UI layout impedes full integration of forms and custom fields. To address this issue, we propose two solutions:

   Enable end-users to customize the UI layout according to their preferences or the specific needs of engineers. This flexibility would allow for optimal use of space and prioritisation of ticket properties.

   Implement a permanent fix that enhances the prominence of ticket properties within the UI. This could involve redesigning the… more

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2. Enhanced Time Tracking Functionality

   Feature Overview:
   I would like to suggest the addition of a more accessible and versatile time recording feature. The idea is to have a time recording option readily visible at the top of the main page header. This would allow users to quickly initiate time tracking, for instance, when receiving a phone call from a customer, without the need to navigate away from their current page.

   Functionality Details:

   Instant Start/Stop: Users should be able to start and stop the time recording with a single click from the main header. This ensures that capturing the duration of impromptu tasks or customer interactions is seamless and hassle-free.

   Description and Ticket Association: Post-call or task completion, users would have the option to add a detailed description of the time spent and associate it with an existing ticket or create a new ticket directly from the time entry interface. This integration would streamline workflow and ensure accurate and efficient ticketing and time tracking.

   Time Entry Categorization: To enhance the tracking and analysis of time spent on various activities, the feature should include the ability to categorize time entries. Categories such as Phone Call, Email, Alert Response, and others would provide valuable insights into how time is being allocated across different types of tasks and customer interactions.

   Benefits:
   Implementing this feature would not only enhance the user experience by making time tracking more accessible and less intrusive to the workflow but also improve the accuracy of time reporting and billing. It would enable users to capture and categorize every minute spent on customer-related activities effortlessly, thereby increasing productivity and ensuring a more detailed and accurate account of work performed.

   Feature Overview:
   I would like to suggest the addition of a more accessible and versatile time recording feature. The idea is to have a time recording option readily visible at the top of the main page header. This would allow users to quickly initiate time tracking, for instance, when receiving a phone call from a customer, without the need to navigate away from their current page.

   Functionality Details:

   Instant Start/Stop: Users should be able to start and stop the time recording with a single click from the main header. This ensures that capturing the duration of impromptu tasks or customer… more

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   0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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3. Acronis DLP

   Add Acronis DLP to features. Acronis is saying this is because Atera has not met quota. I don't understand why at least we don't get access to all features within our Acronis tenant.

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4. White Label Invoice e-mail

   Customers have come to know what e-mail addresses send invoices and bills or know how to find them in their inbox by domain name / company name. With the current setup, lots of our customers miss the invoices or they get blocked for being from a domain that isn't whitelisted. Being able to add elements to the template used for invoice generation would be fantastic.

   How about an e-mail template similar to the existing ones, so we can indicate where we want things and what to include in them?

   Ticket Date, Duration, Ticket Number, Ticket Name, impact etc.

   Integration with MYOB wouldn't hurt either.

   Customers have come to know what e-mail addresses send invoices and bills or know how to find them in their inbox by domain name / company name. With the current setup, lots of our customers miss the invoices or they get blocked for being from a domain that isn't whitelisted. Being able to add elements to the template used for invoice generation would be fantastic.

   How about an e-mail template similar to the existing ones, so we can indicate where we want things and what to include in them?

   Ticket Date, Duration, Ticket Number, Ticket Name, impact etc.

   Integration with… more

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   0 comments  ·  Billing  ·  Delete…  ·  Admin →
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5. Cut and Paste into command prompt and powershell

   Cut and Paste into command prompt and powershell

   4 votes

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   0 comments  ·  Dashboard  ·  Delete…  ·  Admin →
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6. Display a list how many devices a customer has.

   Would be convenient to see how many devices each customer has instead of having to create a report.

   4 votes

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7. Float Icon for Atera - readily available upfront to all customers. Easy Access when needed to raise a ticket.

   Float Icon for Atera - readily available upfront to all customers. Easy Access when needed to raise a ticket.

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   1 comment  ·  Customers  ·  Delete…  ·  Admin →
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8. SLA to work with Tickets based on Customers Contract SLA

   When a Support Agent takes a phone call and opens a ticket for a specific client we should be able to see how long we have to fix this ticket.

   Some clients might pay a large amount of money on a monthly basis and wants everything included.

   So when an agent opens a ticket over the phone it does add the SLA ONLY IF it is set to hourly rate - not managed with monthly fee I cant see the option to select the Contract which they are actually on.

   But if the customer opens a ticket from the helpdesk agent it works perfect and shows how long is remaining on the SLA.

   I think there should be a way to add the Month to month Monitoring SLA for clients in there tickets aswell.

   When a Support Agent takes a phone call and opens a ticket for a specific client we should be able to see how long we have to fix this ticket.

   Some clients might pay a large amount of money on a monthly basis and wants everything included.

   So when an agent opens a ticket over the phone it does add the SLA ONLY IF it is set to hourly rate - not managed with monthly fee I cant see the option to select the Contract which they are actually on.

   But if the customer opens a ticket from the helpdesk… more

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   0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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9. Patch Status Summary report as a PDF file

   Send Patch Status Summary report or any other scheduled report as a PDF file attachment in the email.
   .

   4 votes

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10. Custom Menu Bar shortcuts

    Add custom shortcuts to the main menu bar for quicker accessibility.

    4 votes

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    0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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11. Agent page - Show Reboot Required

    Would be great to see if the device is in need of a reboot on the agent page, to the right of "Online"

    I mocked up a pic but I guess I cannot attach images..

    4 votes

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12. make email not a required field for a contact

    Make email not a required field for contact. We are having to enter arbitrary email addresses to create contacts that do not provide email address (or do not have one). This results in false data in our customer/contact information.

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    0 comments  ·  Customers  ·  Delete…  ·  Admin →
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13. Automatically send an email when computer is added to account by agent installation

    Automatically send an email when a computer is added to account by agent installation. Ideally, the default behavior would be configurable by the admin for all customers, but each customer could override the default behavior and even choose which email(s) to send the email to.

    This will trigger in-house procedures to finish onboarding new customers once they are in Atera.

    4 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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14. How to export Bitlocker keys into an excel or how to manage the Bitlocker keys using Atera?

    If we enable Bitlocker using scripts, how to manage those Bitlocker keys when there is a requirement? Because Bitlocker management is very crucial for an organization. Looking for a feature update in Atera console for managing Bitlocker keys of all devices.

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15. Custom Ticket Fields view only

    Ability to make custom ticket fields view only in service portal (like the default fields).

    4 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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16. Date ranges

    The dashboard should allow you to select dates with a pop up calendar and also the dashboard should allow you to create your own and not just use the defaults, there many other tools like HubSpot and JIRA which allows you to do this Atera seems to be limited to alot can this be implemented soon

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    0 comments  ·  Dashboard  ·  Delete…  ·  Admin →
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17. Feedback / logs

    By definition, a report is a document within which there can be various objects (log entries, technical sessions, how many computers of a particular customer have been updated, etc.)

    An audit log is a tool that can be used to identify when and what a technician did, when and what the agent did, when and what went wrong...

    Currently in Atera this is messy and not very usable for identifying problems. For example, if I analyze feedback on patches and automation (in which for example I update a software) I see that on some agents it was performed correctly but on others it wasn't... but I don't have the slightest idea why the operation failed ...

    By definition, a report is a document within which there can be various objects (log entries, technical sessions, how many computers of a particular customer have been updated, etc.)

    An audit log is a tool that can be used to identify when and what a technician did, when and what the agent did, when and what went wrong...

    Currently in Atera this is messy and not very usable for identifying problems. For example, if I analyze feedback on patches and automation (in which for example I update a software) I see that on some agents it was performed correctly but… more

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18. Recent Processes Report

    I think it would be nice if we could get a better Report View when running scripts across an entire client. I'd like to see the results by each device without having to click into information on each one.

    4 votes

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19. Remove required fields for technician

    When creating a ticket as a technician, be able to override the required fields so that they are not required.

    4 votes

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    1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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20. New View

    Looking for a new view option to see all tickets in our system and who they are assigned to broken out by users. Do not want to setup filtered views to only see individual technicians. In the ideal scenario each technician has a lane, showing the priority groups and the tickets assigned to technicians. One lane shows the unassigned tickets as well and can move them to the techs as needed. The issue I am trying to solve is visibility to the queue versus having to scroll thru the tickets to see things. What is happenign is tickets are falling out of sight and having to track them outside of Atera defeats the purpose of using a ticketing system

    Looking for a new view option to see all tickets in our system and who they are assigned to broken out by users. Do not want to setup filtered views to only see individual technicians. In the ideal scenario each technician has a lane, showing the priority groups and the tickets assigned to technicians. One lane shows the unassigned tickets as well and can move them to the techs as needed. The issue I am trying to solve is visibility to the queue versus having to scroll thru the tickets to see things. What is happenign is tickets are falling… more

    4 votes

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    0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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