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116 results found

  1. Please can Atera consider allowing SSO with Azure AD on all plans (or Expert and above perhaps?) so that our users (who are very familiar with the big Microsoft Log In Button and use it for other systems they use) can use it to log in?

    Most modern web applications have this feature built in / available as standard and seems a little unfair that we need to be Enterprise level to have this feature available to us. (We are using IT Department Expert Plan) Thank you!

    Even a particular unnamed open source and free ticket system has the ability…

    16 votes

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  2. Have the customer portal show the assets for that customer. So when a customer logs in on the portal they could see and manage their assets including adding, updating, and deleting assets.

    50 votes

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  3. Please give us the ability to create more levels in the knowledge base than categories/sections/articles.

    It's difficult to structure a whole company's knowledge base with just these 3 levels.

    5 votes

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  4. Have ability to send customers to the "Login using Activation Link" instead of the "email / password" option. Customers could bypass clicking the "Forgot Password" link.

    6 votes

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

    3 votes

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  6. We need to be able to assign a contact to multiple customers. We need this so our contact can see tickets from multiple customers of which he is the manager. Now he can only see the tickets from the customer he is assigned to. When trying to add him to another customer we can't because the email is already in use. If we want to do this now we have to manually change the email in the ticket. If this guy makes 10 tickets we have to manually change the email in 10 tickets. After responding from his own email,…

    8 votes

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  7. It would be helpful if AI were integrated into Settings/Knowledge Base it assist in writing out a knowledge base.

    Use our own natural language and it would generate a KB we could work from and tweek for the end user to use.

    10 votes

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  8. Have the ability to set approval workflow for articles in knowledge base. Suggested status would be: "For approval", "Approved", "Rejected".
    "For approval" and "Rejected" shouldn't be visible in customer knowledge base in customer portal, but "For approval" should be visible in internal knowledge base in Atera, for selected roles. Admin-roles should be able to see everything in Atera.

    Also be able to set who can approve and who can submit for approval, lets say for internal knowledge base Tier 1 technician can only submit, but admin can approve and reject. For customer knowledge base selected customer end user (preferably IT-manager)…

    5 votes

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  9. It could be nice to have the "customize customer portal" option. So that we can add/remove things from the customer portals.

    21 votes

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  10. The order in which Knowledge Base Categories are displayed in the Customer Portal is not the same as in the Knowledge Base itself.

    Alphabetical in the Knowledge Base; is apparently no longer alphabetical when you access that Knowledge Base through the Customer Portal.

    It would be nice that the display of Categories via the Customer Portal is also alphabetical.

    3 votes

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  11. Let us assign the organization that has or have access to the kb

    2 votes

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  12. We are all in the same industry and mostly share the same requirements. Examples would be a OneDrive configuration, password resets, clearing browser cache to name a few.

    A template would allow our customer portals to be populated immediately with relevant content and we would simply need to change the name of the company and modify any of the template to target the specific customer needs.

    2 votes

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  13. The customer portal logo is currently getting deformed as the size of the box is not the same as what we are supposed to upload 100*200. Can you please fix this?

    1 vote

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  14. Thank you for introducing the ticket form/templates. There's a small issue: When you create a form, the customer will login to the customer portal and it loads up the latest customer form as opposed to a default form with the default fields set by Atera that you can not change. This is an issue because users may get confused as the form template they see may not apply to the issue they want to report in the ticket. Please have the "None" option automatically load into the form on login OR allow the admin the option to set a specific…

    1 vote

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  15. It would be nice if we could build a deeper KB tree. Currently it can only be two layers deep.
    L1: Category
    L2: Section
    It would be nice if we could go at least 1 layer deeper and have subsections.

    8 votes

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  16. Adding the option to send an email to a customer when they open a ticket with a list of instructions on how the Customer Portal works. Also adding an interactive guide in the portal so the customer knows that they can respond to a ticket from the portal itself, rather than their email. This would be useful especially if the customer is requesting an email password reset and is unable to access their email, they would still have a way to see and respond to technicians if calling is not possible.

    2 votes

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  17. The ability to add to the menu for self service items that a user could try before raising a ticket. Such as a clickable menu item to run a script to:
    Reset IP Address - resets IP address
    Reset Print Spooler - resets print spooler service
    Check Disk - run SFC
    System Info - displays system information so they could add this to the ticket
    Slow PC - clicking on this option could run a script to run checks/resolution to speed up the device.

    1 vote

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  18. Search KB by keywords or by categories. We are continuously adding to the KB. Being able to search individual categories and not a broad search would be useful and by keyword also would be good

    10 votes

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  19. Would be nice to have a way to easily transfer notes from one note to the atera knowledge base without just using copy and paste.

    1 vote

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  20. Currently, only power users and enterprise users can use this feature! None of the browsers will allow downloading the agent from the HTTP links anymore and constantly give alerts to the customers that the file they downloaded might be harmful to their system. Please allow this on the lower tiers as well.

    1 vote

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