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4757 results found
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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 -
Block software downloads
Block software downloads on computers
8 votes -
Add the ability to email a Knowledgebase Article to user in TIcket and Device.
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.
14 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 -
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 -
Show Switch network interface information
For switches, it would be helpful to have a list of the interfaces which also includes the interface information such as port status, ip address, name, mac address, etc.
Also, if the ability to power cycle those ports or perform any switch management or a CLI interface would be immensely helpful.
And in the table, allow the system to see other devices that you already have the Atera Agent on, and have that table link items found on a switch so you can click on known devices and go to that page.
2 votes -
Monthly Patchmanagement Report
Hi, it would be very useful if we could define in the patch summary report the number of missing patches when a client is Up to date or not.
Because in a larger network the report is nearly always Negative.2 votes -
Ability to change order of OIDs
Ability to change order of OIDs
2 votes -
Ticket Filter by SLA
Filter Tickets by SLA based on Customer. There is currently a "Rank" field but it isn't customizable and if you create a custom field for customer you can't use it to filter in the ticket view as only ticket based custom fields show up in the filter.
I'd like to have the ability to create a saved filter for each class of ticket (Platinum, Gold, Silver, Bronze, etc) for tickets to use the SLA prioritization that already is connected via the customer's default contract to show how much time is left.
4 votes -
client
Would be great if there was a better way to change a users passwords. At the least have a confirmation of when the password was saved that it actually worked. I very often click to save twice and sometimes it still dont seem to save. Also if it was easier in general to set up work from home would be great.
1 vote -
Filter by Empty Custom field
Filter by empty customer field: i would like to be able to filter the device view by a certain custom field that is empty (n/a).
5 votes
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