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  1. With the current status of the web interface for the ticketing system + the mobile app (constantly forcing me to sign in, not showing the latest reply on top etc) could the team please consider allow us to interact with the ticketing system via email like many of the popular ticketing systems (e.g. Freshkdesk) do?

    For example, before using Atera I used Spiceworks Ticketing (really showing my age here) and then Freshdesk support after that.

    Both allowed me to do things like e-mail helpdesk@my-msp.com then in the email add a hash-tag command.

    For e.g. if one of my our customers…

    16 votes

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  2. We would like to get an Alert via email when a new Agent has been installed on any of the customers.

    Some Customers install agent by them self therefore we need this notification.

    6 votes

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  3. This could be really useful but there are a number of problems that are preventing us from using it:

    Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

    Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify…

    6 votes

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  4. We should be able to Customize the Right Click Menu of the helpdesk agent. Other RMM solutions support this feature and Atera should as well. This can be make or break for a lot of MSPs

    27 votes

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  5. Helpdesk agent to be translated in French

    8 votes

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  6. Would love if you could integrate a privilege access management feature like Auto Elevate.

    2 votes

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  7. Put the Helpdesk agent in French to allow French staff to enter tickets with elements in French

    2 votes

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  8. Allow tickets to be created from the helpdesk agent, Not requiring a redirect to the customer portal. When the user clicks "Open Ticket" put a pop-up in the middle of there screen that displays the ticket request. Allow then to capture their screen from it as well. Being able to upload files directly from there and gathering a report of the computer and attaching that to the ticket would be a great add on aswell.

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  9. I want the helpdesk agent to get enabled automatically on the agent upon installation

    19 votes

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  10. If a ticket is written in FRENCH, is it possible to have the IT sum up in the same language, please ? :)
    Greeting

    5 votes

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  11. We need to use splashtop not only for our domain and registered to atera users but also to our external on their own devices.

    How is this possible ?

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  12. Customize the default shortcut Ctrl + F12 to post a ticket

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  13. Configurable bullet point task list at the top of the ticket.

    This would make it so much easier to read through a ticket instead of having to scroll through the entire conversation. It does not help that responses and internal notes are basically the same color. Please get something better for IT helpDesk features!

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  14. I would like to start using the Helpdesk Agent chat function but am hindered by its limited ability to notify me of chat requests. Notifications only appear on the Atera portal page. So, if I am not looking at that page (which is most of the time) I will not be aware of the request and then end up having a customer who is annoyed by my lack of response. Having chat notifications pushed from the browser to the OS would solve this problem. 

    1 vote

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    0 comments  ·  Helpdesk Agent  ·  Admin →
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  15. Maybe this is a bug, but I notice on the Android Mobile app (using a fully updated Google Pixel 6a) if you have not run the remote connection from a PC initially, the option to Connect on mobile is greyed out. After connecting at least once to trigger the install it works on mobile as expected.

    Maybe this is how it is supposed to be, but it would be nice if the default remote got installed fully when the agent does. Often times when out remote and installing new agents, it is nice to quickly verify full connectivity from mobile…

    3 votes

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  16. Having the option for customers to ask basic questions using the ChatGPT model (either using the native Atera chat or Microsoft Teams (Even better!)).
    I would love to have the option to restrict the level of complexity that is provided to the person requesting the chat, as well as a "second-tier" that either transfers the chat to a real human that shows online, or automatically generates a ticket on behalf of the end user.

    12 votes

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  17. ChromeOS port of the agent for chromebooks and other devices running chromeOS.

    Would be useful for schools and to support businesses with not enough money to afford windows/mac laptops.

    17 votes

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  18. The Helpdesk Agent chat notification noise sounds terrible. There should be an option to change it.

    5 votes

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  19. Ability to add specific required custom fields to different ticket types.

    4 votes

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  20. i will like atera to implement a feature to allow a pop message to appear in the centre of the screen for all clients at ones, the reason for that would be so ones a month i could update all systems without worrying that work was left unsaved, this way i could schedule a popup window with a signout button on it, and the message will read, Your IT is running updates overnight please save your work and click sign out at the end of your workday.
    the message can only disappear when sign out is clicked, i should then…

    10 votes

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