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
Geoff Beulens commented
helpdesk agent should be activated by default. Having to manually activate creates an extra unnecessary step
NDE SRL commented
Need for a menu customization in helpdesk agent. Some competitors allow to hide menu option or change their captions, for example to localize the menu in same language speaked by the computer user.
Connor Keef commented
The "Login" is just broken, imho. It's why we haven't switched to using Atera for ticketing. If I have attached a contact to a device, they shouldn't need to login.
TL;DR: Confirmation Token GO AWAY
Steve Potter commented
left click not right click, confuses some users and creates extra support requirements.
Option to open a URL (we use it in Syncro to create an issue in Asana).
SunnyLink Support commented
Make it where it actually shows up and works with Remote Desktop Server. So I don't have to hear support say "In the future there might be the option for it being used with no issues by multiple users on the same computer. At present, the current configuration works best with 1 user per device."
Carmine Tiano commented
The ability to change the message that appears when you hover over an agent icon.
For example: "Protected by MSPCompanyName"
Jonasz Badas commented
Could we maybe get a custom app store where people could find and install "approved" applications?
Pete Curtner commented
Add the option to automatically include the device name as the assigned or reported agent - put an end to 'my computer has a problem' or dealing with generic device names.
Andrew Dillon commented
Connecting a client to a Microsoft Federation or Google Business account then having them sign into the help desk agent with SSO would be great for taking authorized users, and customizing the help desk agent menu in a per client basis as well.
Gregg Battaglia commented
We use our own CRM/PSA and would rather just be able to change the links in the HelpDesk Agent to point to what we use.
Julio Sandoval commented
As Wallace said:
"have the helpdesk agent enabled by default; leaving the ability to disable it."
I always enable the helpdesk agent for all desktops and laptops. Maybe enable by default for those agent groups, and leave it disabled for server groups.
Scott Kuhn commented
Allow editing of the options of the helpdesk menu. For instance, allowing us to remove option to create ticket at the computer, forcing them to use portal (for whatever reason). Or to add an entry to send an email, or direct to a particular website.
Ron Hoppner commented
Tying the agent to the user profile instead of the agent would make all the difference. I can't use the Helpdesk agent because of a large number of shared machines in a client's fleet. Once User A signs in and creates their Helpdesk account, that's that. When User B signs into their domain account and clicks the Helpdesk agent, they're into User A's Helpdesk account. Complete show stopper for me.
- Integration with AzureAD's single sign on infrastructure would be dynamite
- More flexibility in creating ticket forms would be huge
CloudSource IT commented
Language options! Would be nice if our non English speaking customers would actually understand all the options.
Jose Angel Rivera commented
It would be very nice to have the option to show all the operations running from the Atera agent on the Helpdesk Agent, or just have another icon for the Atera Agent. Some of my customers want to know what is running on their servers and computers, so some feedback for the end user is always welcomed.
Trevor Spalt commented
When putting in the personal information, if the user is not already a contact, they should automatically be created in Atera. The agent has been installed and associated with the customer so it should be assumed that the contact is legit. Or, give us the option to allow contact creation.
As of right now, I have to get a list of all contacts and create them which is tedious and unnecessary when the end user can be doing it.
Eric Boudreau commented
Possibility to manage the agent menu, adding link to URL or tools add more customisation
Brett McNerney commented
Ability to specify at the folder level that the agent should be automatically enabled and have to do it by device. That way once in a folder it just enabled automatically if that folder is setup to have that. I also would like it to not hide itself on the taskbar as users are constantly saying it isn't on there machine just to have to go and its just under the little carrot and have to drag it back down. Maybe a desktop icon that is more reliable. Also the token process is constantly broken so a better method for a contact to get the agent setup.
Wallace Cinnamon commented
have the helpdesk agent enabled by default; leaving the ability to disable it.
Daryl Dawes commented
* Quick logging of ticket from the agent without getting taken to the portal. The ability to add a screen shot during the quick logging would be a bonus.
* A menu item on the agent which provides commonly used information about the device/user (I.e. Device Name, Current IP, Current Username, Time logged in, etc).