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114 results found

  1. I would like to be able to send a formatted email from Tickets and Devices. A button that says "email article" shows a popup of all articles. I can then select the article I want to send. The EMail subject would default to the article title and the email body set as the contents. It would also be nice to allow a Textarea box allowing me to put in a personal note to the contact. Make sure styling separates the personal comment and the article.

    10 votes

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  2. Bigger space to add notes for proper documentation.

    76 votes

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    Under Review  ·  Nir Gilbert responded

    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!

  3. KB Version – when someone makes the KB, then it turns out some one has the older version, we’d like to be able to pull up the previous version of an article. We are copy pasting it just as a back up.

    2 votes

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  4. We have customer managers requesting access to their employee's tickets. We have shown them how to CC management in an email reply to a ticket, but management wants a view in the customer portal to see employee tickets as well.

    3 votes

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  5. We have managers on the customer side that want to be able to view their employee's submitted tickets.

    3 votes

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  6. Customer portal for viewing tickets only - i dont want the customer to be able to open the ticket. We want to open tickets once we speak to customers on the phone. We don't want them to have the capability of opening tickets on their own but we would like to provide them the possibility of checking the status of their tickets

    1 vote

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  7. 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.

    41 votes

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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!

  8. I would like Atera to integrate with Cloudradial. And very soon, otherwise we have to look at Syncromsp as a new rmm

    3 votes

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  9. We should have the ability to enforce password complexity or multi factor authentication on the customer portal as it currently has weak security and is an easy way for threat actors to glean organizational technical information.

    11 votes

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  10. Explorer View in KB: I would love to see a lot more focused dev efforts into KB. We mostly do internal. We use Xoho for KBs also. Atera's KB feels really clunky. It's hard to describe the way it's layed out. Everything is all scrolled down. Would be great to have inside KB – more of an explorer type view instead to all of these long title and section underneath and then articles etc. Folder on the front page. Document instead where you van easily open up. Share point up online. It doesn’t feel very flushed out.

    1 vote

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

    7 votes

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

    39 votes

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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!

  13. 3 votes

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  14. KB article suggestion based on keywords: so you can just add it easily. It gives you the recommendation of whichever article would be the best to resolve the issue.

    2 votes

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  15. 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.

    50 votes

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    Under Review  ·  Nir Gilbert responded

    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!

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

    6 votes

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  17. 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.

    13 votes

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  18. Be able to give remote access to a vendor for the customer trough a agentless solution. Example: a accounting employe need help from 3 part vendor to fix some errors in the acounting software. The 3 part vendor then have to call us to approve the access and we will give him an url to log in to the server/computer and the link would work only one time or you can set the time frame for it. As of now the most vendors install teamviewer or other tools on clients servers/computers or they have an open RDP in or trough…

    2 votes

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  19. 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.

    38 votes

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    Under Review  ·  Nir Gilbert responded

    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!

  20. When a article is created we should be able to assign it to a customer and then on the customers page have a knowledge base tab to view all assigned articles

    5 votes

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