Ideas and Feedback

Ideas and Feedback

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  1. 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

    239 votes

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    Under Review  ·  33 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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

    186 votes

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    Under Review  ·  3 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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  3. In many occasions, the customer does not actually need to open a support ticket, but needs to request the provision of a specific service (i.e. the procurement and installation of a new PC). This is not considered a ticket and is not part of Incident or Problem Management. It would therefore be very helpful if a service catalogue could be established and the customer place service requests from within that catalogue, allowing for separate management from standard tickets.

    Furthermore, if a basic Project functionality with progress tracking could be provided, where multiple resources could be allocated to specific tasks, that…

    24 votes

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    1 comment  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  4. 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.

    12 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  5. 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.

    18 votes

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    2 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  6. 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.

    20 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

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

    14 votes

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    1 comment  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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. 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.

    15 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  9. 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.

    8 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  10. 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

    4 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  11. 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.

    10 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

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

    8 votes

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    2 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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. Allow configuration of an audio alert on a technicians' machine when an end-user requests chat - similar to audio alerts for threshold notifications.

    8 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  14. It will be very useful to be able to filter a View by HelpDesk Agent and Chat activation status

    4 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  15. Example: enable chat, add html forwarding if they click on helpdesk, or execute a CMD, add email to option, in case specific client needs to reach support for specific software, they might select Request help for Program A and that will open their outlook with email send to programA@support.com. Also with custom form for specific client per deployment.

    4 votes

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    0 comments  ·  Helpdesk Agent  ·  Flag idea as inappropriate…  ·  Admin →

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    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!

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