have the helpdesk agent enabled by default; leaving the ability to disable it.

* 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).

Was just about to suggest the same thing. Especially eliminating the confirmation token.

eliminate the confirmation token. I'm not even sure what that is to be honest. A right-click, create ticket should be all there is to it.

I submitted this as a separate idea, but I'll add it here: Multi-user support on Windows Remote Desktop platforms.

PLEASE make the Mac Agent not require our account creds. The customer needs to be able to install the Mac Agent without needing our input. Both the terminal cmd and the agent installer for Mac both require account creds in order to successfully complete the installation and have it accessible. At least that's been our experience.

Ability to add/edit the menu for the agent would be great. This will allow us to add links to pages or tools downloaded on the computer during the onboarding process for example.
Also a simple "double click" on agent and open the support page using the default browser .

HTTPS is becoming essential.
When we set up for HTTPS we loose the branding.
What used to be portal.ourcompany.com becomes ourcompany.servicedesk.atera.com

At the very least it would be good to remove the Atera branding from the URL and replace it with something generic.

It is an approach other providers have used as an interim step to providing multi domain certificates.

Need to be able to open a ticket EASILY from the agent. Email pop up for user and when they hit send, it sends along machine information. Also, eliminate the confirmation token.

Being able to have custom commands on the helpdesk agent, so that users can easily perform tasks for engineers such as perhaps a DNS flush on the endpoint or an IP refresh or anything custom that we deem useful - that runs in powershell or .bat file - all controllable from the Atera Admin end obviously

Add customizable links. Add a link to knowledge base in it
Want customers to check the KB first instead of creating a ticket.

Need to be able to open a ticket EASILY from the agent. Labtech pops up what looks like an email, which most users are familiar with. When they hit send, it sends along machine information.

I would like to be able to customize the links shown when it is clicked, to be able to direct it to a different help desk (we don't use Atera's helpdesk), to be able to broadcast messages to clients.

Helpdesk Agent should be assigned to a device or a contact.