Ideas and Feedback

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  1. Create your own branded mobile app so your customers can create and manage ticket communications (via Customer Portal) right from their mobiles.

    244 votes

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    Under Review  ·  0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  2. The ability to customize the design and layout of your customer-facing portal including fonts, colors, and text, with the ability to hide ticket fields.

    154 votes

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    Under Review  ·  14 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  3. 94 votes

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    8 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  4. Currently we use ITARIAN, which allows us to rename and install the agent using our company name, this appears in the start menu and add or remove programs as our company name, this help avoid customer uninstalling by mistake if they don't know what the software is.

    87 votes

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    2 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  5. Bigger space to add notes for proper documentation.

    38 votes

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    2 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  6. It would be nice that since we are already syncing contacts on customers to Azure AD, that the contact's password, for access the Customer portal also synced. SSO for the customer portal would be awesome.

    5 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  7. On the Customer Portal, it is confusing for a customer when viewing the list of "Closed" and "Resolved" tickets, that still say "AWAITING CUSTOMER RESPONSE" or "AWAITING TECHNICIAN RESPONSE".

    Please set these statuses to "CLOSED" or "RESOLVED" so as not to be confusing.

    31 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  8. A way to resend a customer the portal welcome email, without deleting the contact and re-adding.

    7 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  9. It would be great if we could upload our own certificate so customers can see portal.customername.com and still use SSL.

    22 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  10. Would love to be able to have the option to whitelabel our own servicedesk URL with appropriate certificates instead of having a xxxx.servicedesk.atera.com URL.

    15 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  11. Allow customers to access their own passwords. I.e. Log into the portal to access their email password if forgotten.

    15 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  12. Some of my customers have asked if there is a way to whitelist their portal access to their company - instead of showing my company. These clients are co-managed customers. It would just be less confusing for their end users. Along with this - the ability to setup the support@clientemailaddress.com as the address for them to submit trouble tickets - and it be attached to their customer / client profile - for ticket submission.

    23 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  13. Show ticket time entries also on the customer portal. Now the client can go to the customer portal and only see the tickets, but can't see what time is used to solve a problem or requist.

    6 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  14. Entering licensing information into atera, you would have an option to remind you before the license would expire

    2 votes

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  15. If it's possible to give your customer the ability to do some customization on the Ticketing portal like add some filed and hide some others, change the name of the portal and also the ability to change some existing option related to the tickets priority and impact.
    The format that you have on the portal is really general and it will be really appreciated if each customer could tolerate something fit his business.
    I hope to hear back from you and wish to have this ability in your next builds.

    Thanks

    Dani Farah

    2 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  16. I want to be able to set the default language of the costumerportal to (in our case) 'Dutch'. our your own preffred language.

    2 votes

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  17. Just as a customer can CC others on an emailed ticket, they should have the ability to CC additional people when creating a ticket from the Customer Portal

    17 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  18. I and my Customers would love a list of their consumables: Paper, ink and Toner

    2 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →

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  19. Allow us to turn off Knowledgebase access (togle on off) under roles for techs.
    Also give us the ability to assign "editing/posting" privileges to knowledgebase without full admin..

    1 vote

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  20. Reports directly from customer portal for the clients

    1 vote

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