What do you think of the current Helpdesk Agent (the Taskbar icon feature on your customers' devices that lets them open and manage tickets)?
How would you improve it and what (if any) features would you add?
Let us know

What attached system information can help you solve support tickets, opened via the Atera Helpdesk Agent, faster? CPU, memory, network info, anything else?

It would be nice if Atera supported Splashtops multi-monitor feature. Does anyone still use just one monitor anymore? I know most of my end users have 2-4 monitors. Switching from one to one is very frustrating and inefficient.

Thanks

The login page for the Customer Portal should allow for customizable text. Currently, it displays "Welcome to the Customer Portal!
We're glad you're here.". It would be nice to be able to change the text.
Also, I have changed the color scheme however the "Login" button still remains green.

It would be nice if the end user could right click the Atera Helpdesk agent and have an entry called "Tools or Utilities", when clicked it would then pop out a subfolder that has scripts (only the ones published by the technician) so that the end user can run the scripts to fix common issues.

I have a script right now to fix our email signatures when they get goofy and it would be nice if the end user could just run that on their own.

Its not a new thing, its an improvement for an existing one.
"Hardware Temperature Monitoring"
As a system administrator, it will be amazing to have a tool that can monitor the CPU and memory usage, but it will be even better to be able to monitor the endpoint devices hardware temperature so I could know when to acrivate the warrenty\ replace a specific hardware instead the entire pc.

When using SplashTop to remote connect to an end-user, the ability to remote in hidden would help when trying to track any activity that could break policies or for coaching.

There should be Helpdesk Agent for Mac OS also so that Mac users can directly log their tickets through it and no need to go to portal, enter the credentials and then raise ticket.

The current Mac agent is regularly listed as causing excessive CPU load and also memory usage. Can it be made more efficient?

Search bar should be able to search agent by custome field value.
By example, we have a "Username" field, and it would be great if we are able to search this information quickly.

It would be nice to have the option to disable automatic ticket creation when chatting with an end user. We don't use the ticketing system so it's just a nuisance to us.

It would be nice if we could enable/disable the Agent Icon at the policy level, so it's not another thing I need to remember to do when I deploy Atera.

Syncro handles this via policy, as do most other RMM's.

Many of our customers do all of their work on a local remote desktop server using virtual desktops. Currently, the Helpdesk agent will only run for a single logged-in user at a time. We need to have the Helpdesk agent available to all logged-in users.

ability to perform remote assistance connections to Android smartphones or tablets with software such as anydesk or splashtop or similar

Set Local Security Policy for workgrouped Windows PC's. Small offices with only a few workgroup computers may need to have local security policy setup for things like password complexity, password expiration, and screen savers to meet security compliance with larger organizations that they do business with. Perhaps a new option built into the IT Automation Policies of Atera could be to modify the Local Security Policy.

I would like the ability to change the headings for my SLA's so that they match the terminology used in my internal policies... i.e. Critical, High, Medium, Low and Service Request. This would be hugely beneficial to me.

The Help Desk Agent must be activated manually for each device. Very inconvenient. It would be easier if you could activate the threshold value or patch / IT automation profile

Sometime i forget to activate the agent icon on the computer of the costumer and i have no way to see if i forgot.
I think it can be cool to have a flag somewhere in Atera to see witch computer have it activated or not.
If i send a mass command to activate it, it will spread the costumer of black CMD box for maybe nothing. I don't want to do it all week.
Maybe it's possible to read a registry key to show in the console if the agent is activated or not.

Enable a mode where it will prompt the user to allow a remote connection