Revamped Helpdesk Agent
What do you think of the current Helpdesk Agent (the Taskbar icon feature on your customers' devices that lets them open and manage tickets)?
How would you improve it and what (if any) features would you add?
Let us know
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mgates mgates commented
System Tray icon should be able to be white labeled, automatically activated, users should be able to create tickets without any log in and it should tie the workstation to the ticket when it is used to create a ticket.
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Michael Fahey commented
Ability for the agent to detect a loss of network or internet connection and notify the user with a popup. Could save some huge headaches. User can jsut call and say my internet is down and not nothing is working. Helps the technician a lot.
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Stephen Schillinger commented
The login\activation is a headache for users. Allow AD\O365 integration to automatically authenticate them.
Allow activation for a whole site instead of a single machine.
Ability to easily see if it is activated on machines (Report ?)
See the computer name or ID so that techs can ask users what machine they are on.
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Matt Davis commented
let me autodeploy it at a site. There seems to me to be no reason a system designed to let me automate things wont let me automate that.
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Michael Fahey commented
Ability to link the agent to the currently logged in user. Managing every user registration on multiple computers AND citrix is basically insane. TY
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Zach Powell commented
A system-level helpdesk agent not tied to users or support for client-level SSO for the ticket portal. We have workstations out in the field that are used by more than one user, having to "log in" to the agent with your account to use it makes this difficult to use when my teams already have 20 accounts to keep track off. some other RMM tools i used in the past had system-level agents that had the ability to login to the ticket portal as the device and open tickets (user info being part of the request form) and it would attach the device to the ticket as well. this feature and the lack of more custom fields (know this is in the works) in the ticket system has been the main reasons we have not rolled out the Atera tickets and helpdesk agents for our IT team.
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Jonas Benthin Saxild commented
a way to track services on a machine / server and receive alerts on email, notification on phone app and a ticket, immediatly. also the same alerts if a machine or server is no longer online.
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IT Enabled commented
What would also help is to automatically attach the computer name to the ticket so techs know which PC they need to remote into just in case. Also it would be great if there can be an icon on the desktop. Not many people pay attention or notice the system tray.
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Luis Chavez commented
a way to configure the agent to be activated with or without chat from the install and to have the agent keep the settings even if you create a new profile (currently you need to activate everything even if it was already activated) add "tools" commands that the user can execute like a flush dns or basic things so users can perform basic troubleshooting tasks without our intervention.
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Martin commented
Why the agent does not support translation ??
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Loris Barbi commented
Ability to override helpdesk agent name by customer. Now it shows the company name configured in general settings (for example CONTOSO LTD), but for some customers we would like to show - for example - SOS COMPUTER LTD, as we make remote assistance in the name of an IT partner of our.
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Mark & Andres commented
definitely a customized menu, ability to add desktop, taskbar, and start menu shortcuts.
ability to customize icon to company logo -
Daniel Bruno Neacsu commented
Agent menu should be highly customizable, so MSPs can display there whatever they want/need.
Add an option "send email to support", because platform already supports custom email, and that is the fastest and simplest way to open a ticket. The ticket should contain username, device name, etc. -
William Briggs commented
The Helpdesk Agent being active by default and or being able to be set by customer policy is a basic need we need for any RMM. Also password protected for uninstall.
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FBS commented
Really need to add the helpdesk agent to the Mac Desktop. Also the helpdesk agent should install by default.
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Ronald commented
Thank you Steve Potter, i Have the same issue with a lot of users they don't get it
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Steve Potter commented
The UX is very confusing. When setting up the agent, the Send Token button should be labelled GET Token. The Token field & Save Button should be below this Get Token button and also greyed out until the Get Token Button is pressed. When the token is pasted into the field the SAVE button should un-grey. This would be more logical and understandable.
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Dakota Ross commented
I would like to have some way of communicating device status to the end user via an agent or locally installed dashboard similar to modern antiviruses. It could report update status/history, hardware status, backup status, AV status, and some basic information about the computer such as warranty status, the computer age, and computer name. A single pane of quickly digestible information regarding the computer. If we want to go all out, a banner for notifications that can be sent from Atera's management portal and perhaps maintenance schedules.
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Matthew James Mifsud commented
help desk agent should active automatically for each logged in user and the menu should be customisable
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Geoff Beulens commented
helpdesk agent should be activated by default. Having to manually activate creates an extra unnecessary step