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123 results found

  1. 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,…

    12 votes

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

    29 votes

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  3. So, is there any ways to have like 2 kinds (categories) of contacts : customers OR only-contact ?

    Email #1 ==> customers

    Email #2 ==> only-contacts

    In order to display both ?

    Because actually, we only have customers .. so if we wish to use ATERA like a small crm, it may be a good idea to separate CUSTOMERS and ONLY-CONTACTS.
    Thanks :)

    1 vote

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

    3 votes

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

    2 votes

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  7. 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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  8. 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.

    9 votes

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  9. When importing data from Office365, import all email addresses (aliases) and allow those to be linked to the account.

    2 votes

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  10. 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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  11. 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

    11 votes

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  12. 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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  13. More options to customise or brand customer portal. Backgrounds, colours, advertising

    19 votes

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  14. Having a single email address for a user account leads to fragmentation of the helpdesk ticketing system. For example, a person working from home may not have access to their work email (associated to a user account in Atera), and may need to create a helpdesk ticket using their personal email. The fragmentation of the ticketing system happens where their user account associated with their work email will not have the tickets that come in with their personal email. The user will also need to manage two accounts in Atera, one for their work email and one for their personal…

    5 votes

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  15. 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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  16. Add our customer's logo on the Customer portal. Right now we only have the option of adding ours and that's it. We want each of our customers to have their own logo on their portal

    6 votes

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  17. It would be helpful to be able to customize the service portal to default to "Login Using Activation Code" rather than "Login Using Password" We are using the login using activation code feature. However the service portal defaults to login using password and the users must click the button at the bottom of the page to toggle to the activation code feature. Communicating this to users is difficult. It would be much easier to have the ability to default to the page that they need and not have to click an extra button to get there.

    2 votes

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  18. It would be very nice to show the SLA also on the Service Portal. This allows the user to see when the ticket should be completed.

    1 vote

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  19. On the customer portal. If a user has work from home enabled, add a link to the top right by, Tickets, Add Ticket, Knowledge Base for remote control.

    12 votes

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  20. It would be very nice to have a feature to set a default language on a customer portal. Like in my own case, i only have danish customers, but i cannot set the default language to be in danish only.

    7 votes

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