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Search; default exclude closed/resolved tickets
Exclude Closed/resolved from general search by default. It can be a checkbox in the search drop down, or folks can search within tickets.
Having 3-4 year old tickets show up every time I search on a name is CLUTTER. Who wants those results in search.
3 votes -
phone
Client phone numbers on ticket's active as click to call
1 vote -
Advanced Reports, Alerts Auto Resolve Time Field
Need to know what date/time an alert is created and when it resolves. Currently the easiest way to see this is with an email. I would like to have this date/time of the alert time and alert auto resolve time to be able to view from the advanced reports.
2 votes -
Silent Tickets - And Silent Replies - option to not email sent on reply
The ticket can be created silently. Thats good.
The ticket reply should also have the ability to be sent silently.
Some customers just don't want every reply as an email. They can always view all replies in customer portal.
5 votes -
Cache information for faster load times, and show the last update time.
The user interface can be clumsy, especially if the endpoint is offline or has a slower bandwidth. If you can cache the information so the Atera Console is faster for us to walk through the information and just show the last time it updated. such as updating the information every 10 or 15 minutes for patches service states and such. And allow us to manually trigger a refresh if we want to wait for it. Otherwise, it can take 15 seconds or longer to view. For example service, I went in to restart a service on one workstation. It took almost 4 minutes for me to go and find the workstation open up the service manager, wait for it to populate to select the service, and click restart. I believe this can be sped up a lot by caching the data, Most of the services we don't necessarily need Real-time information about their state for general system administration, we already know we need to restart or stop/start the service and the current state doesn't matter. Just having a hint that the service was running in the last 15 minutes is good enough 98% of the time.
The user interface can be clumsy, especially if the endpoint is offline or has a slower bandwidth. If you can cache the information so the Atera Console is faster for us to walk through the information and just show the last time it updated. such as updating the information every 10 or 15 minutes for patches service states and such. And allow us to manually trigger a refresh if we want to wait for it. Otherwise, it can take 15 seconds or longer to view. For example service, I went in to restart a service on one workstation. It took…
9 votes -
set up an automated response for a new ticket created having different responses ( after hours versus during normal hours)
Set up an automated response for a new ticket created having different responses ( after hours versus during normal hours)
3 votes -
Give our technicians the option to Assign an existing ticket to another contact, without the "Manage Contacts" permission.
We want to be able to give our technicians the option to Assign an existing ticket to another contact/customer, the only option I found to make this work is to give them the "Manage Contacts" permission, but this is NOT OK at all, because then, every tech has the option to really manage the contacts and change their details and this is not something that we want them to be able to do.
Need to achieve that without giving technicians unnecessary permissions.1 vote -
Pause alerts during patching window (set devices into maintenance mode)
During patching set devices into maintenance mode or similar in order that not all alerts are showing up all the time and filling up the ticket system
92 votes -
Block software downloads
Block software downloads on computers
8 votes -
Co-Managed Services
Business case
A customer who requires more than one MSP to provide services for their IT function. However, most vendors for PSA and RMM are great to provide a single tenancy per MSP with multiple technicians and multiple customers, but assuming the MSP is the single outsourcing party per IT customer. This is the common scenario with small IT customers.
The bigger customers may have more than one MSP.
The struggles are:
1. Different vendors’ PSA and RMM add complexity and require integration between MSPs
2. Single point of contact from a customer perspective requires one MSP to take all first-level calls and to escalate to the correct direction or sometimes wrong escalations which introduce delays
3. Automation of the ticketing system is not great unless every MSP installs its own RMM agent/system
4. Troubleshooting experiences delays as other parties are required
5. Extra processes and workflows are required to be followed to achieve interoperabilityOur MSP is spread across Europe and we do partner with other MSPs. Some of the MSPs are happy to revise their vendor for PSA and RMM and collectively move to a single one.
I am looking for a single vendor for PSA and RMM solutions that will be able to do the following:
1. The IT customer will have the main tenancy at the vendor for PSA and RMM
2. The IT customer will create accounts for the internal technicians
3. The IT customer will pay for their own technicians/devices
4. The IT customer will be able to invite MSP A, MSP B,…, and MSP N to their vendor tenant
5. Each MSP will be able to designate who from their own technicians will be shared with the IT customer tenant. It may be a per-user or a group belonging level
6. The IT customer will be able to organise the permissions for the shared technicians in the IT customer's own tenant
7. The MSP will be able to see the IT customer environment (as per the given permissions), tickets, and reports in their MSP portal in conjunction with what the IT customer can see in theirs
8. The vendor for PSA will bill the IT customer for all external (MSPs) technicians additionally. The devices are already covered in the main tenancy
9. IT customer and every MSP will have their own tenant for the same vendor for PSA and RMMAll the salespeople from the PSA and RMM vendors can read between the lines and easily pick up that this will be a game-changer for the sales channel. Using the same solution for the customer and the MSPs will inevitably push the MSPs to think do they want to work for this customer. If yes, they have to use what the IT customer already has or to be able to convince them to a change. The PSA and RMM market competition will move to the hearts and souls of the big to mid-sized enterprise IT customers, as they will drag the MSPs to use the same solution.
Business case
A customer who requires more than one MSP to provide services for their IT function. However, most vendors for PSA and RMM are great to provide a single tenancy per MSP with multiple technicians and multiple customers, but assuming the MSP is the single outsourcing party per IT customer. This is the common scenario with small IT customers.
The bigger customers may have more than one MSP.
The struggles are:
1. Different vendors’ PSA and RMM add complexity and require integration between MSPs
2. Single point of contact from a customer perspective requires one MSP to take all…2 votes -
Linux back-ups through Acronis
Ability to back-up Linux devices using Acronis through the Atera portal as only Windows is currently supported.
6 votes -
Add API user to the activity logs in Atera so we can track what's been done by API
Add API user to the activity logs in Atera so we can track what's been done by API
For example I deleted a load of contacts via API and looked at activity logs which don't know me any information about contacts deleted by the API.
9 votes -
Loose the childish wording in information messages such as Drat, and Phew
I think that Atera is a really good platform, but I dislike the use of some of the wording. I think Drat and Phew (there is more) makes the platform seem unprofessional. I get that the system is trying to be friendly, but it is geared for professionals, so believe that it should be addressing us as professionals
3 votes -
Searchable and Reportable Custom Fields
Any Custom Fields we add to a Device page should be searchable and show up in reports.
66 votes -
Run scripts as specified user
It would be great to be able to:
--> run scripts with users - other than SYSTEM or current user
--> run scripts as credentials stored in the Atera Password-Manager25 votes -
1 vote
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Optional Install Update Now or Delay prompt for Windows/Mac Patching.
End users should be allowed to delay there patches up to X amount of times before they are forced to reboot and install them.
This should run off the agent and be configurable from the Admin Portal with messaging customizable.
3 votes -
Be able to extract data from custom fields from the API
Be able to extract data from custom fields from the API
7 votes -
Agent Option for Silent Installer or not
Agent Installer: it should have 2 options installer as silent as before and then one where it notifies the user.
7 votes -
phone and sms notifications
We would like to receive notifications about server and system down through phone or SMS. Email notifications can be blocked by a spam filter or easily overlooked.
8 votes
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