5047 results found

1. Pin reply or internal note to the top of ticket

   The ability to pin a reply or internal note to the top of a ticket.
   In a lot of cases, customers send the most relevant information in the first comment in the ticket and it would be very convinient to be able to pin that or another relevant reply/note, so that it is always shown at the top, when you open the ticket.

   7 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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2. Tickets show exact date

   Tickets in the ticket list should show the exact date and time of creation, and then "1 day ago" or whatever in parentheses.

   9 votes

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   2 comments  ·  Tickets  ·  Delete…  ·  Admin →
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3. Ticket Merging Details

   When you merge tickets alerts, no information is left on the ticket so we don't know what it is referring to. Useful to add the body of the ticket or the title of the ticket/alert. Or maybe a link to the other closed ticket.

   4 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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4. Calendar with multiple hours on same day

   Business hours: being able to add more than a certain time entry for Monday for example. Want in the morning and afternoons

   4 votes

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   0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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5. Create Customized Reports

   Currently, PDF is the only format to export reports to. It would be very handy to be able to export to CSV or XLS so that data can be brought into Excel. This should also be an option for format to send recurring reports in. I did notice some reports have the ability to be exported in formats other than PDF. Can that be done for all reports?

   40 votes

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   1 comment  ·  Reports  ·  Delete…  ·  Admin →
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6. Show Idle Devices

   To be able to see under Customer > Devices, if there are any devices that idle (have not been used for X amount of minutes for example).

   54 votes

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   2 comments  ·  Devices  ·  Delete…  ·  Admin →
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7. Disable new opening ticket when block hours is end

   We wish to add an option that will disable new opening ticket when block hours is end until a new contract has been renewed.

   2 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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8. Unlinking Acronis

   Acronis integration can’t unlink. That is a a GDPR violation.

   3 votes

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   0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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9. add an option/button to send / resend a user's customer portal to the user

   My current configuration to trigger Atera to send the customer portal credentials is after a new contact is added.

   This is a great feature but, what if your user/contact requested you to resend or reset his customer portal password? I think an option to send / resend will be a great addition to this section as oppose to sending it manually.

   I hope you will grant this request. It would make it so much convenient and easier.

   50 votes

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   3 comments  ·  Customers  ·  Delete…  ·  Admin →
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10. Validation code for WFH sent by email instead of sms

    Some of my customers are using WFH to connect to their computers. They have to validate by entering a code received by sms on a mobile. When several users have to use WFH, it's difficult to use the code because the mobile phone is not present. It would be eaiser if the code could be sent to an email address instead of a phone nr. Thanks for your attention.

    5 votes

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    0 comments  ·  Work From Home  ·  Delete…  ·  Admin →
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11. An "X" in the search bar to clear previous search term

    Particularly when searching in the customer

    3 votes

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    0 comments  ·  User Interface  ·  Delete…  ·  Admin →
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12. IT Automation

    It would be helpful to be able to control what Technicians see and have access to within IT Automation.
    ∙ A Technician cannot assign an IT Automation to a device or folder unless I turn on the IT Automation feature within the Technicians > Role Assignment.
    ∙ I don't want my Technicians to view or even be able to select an IT Automation that is not relevant to that particular Customer.
    ∙ If I enable IT Automation for a Technician, they can see all jobs, and edit all jobs, etc. It would be preferred that they can only view them (without the ability to edit).
    ∙ The first step would be for an Admin to be able to assign specific Automations as viewable on a per Customer basis.

    It would be helpful to be able to control what Technicians see and have access to within IT Automation.
    ∙ A Technician cannot assign an IT Automation to a device or folder unless I turn on the IT Automation feature within the Technicians > Role Assignment.
    ∙ I don't want my Technicians to view or even be able to select an IT Automation that is not relevant to that particular Customer.
    ∙ If I enable IT Automation for a Technician, they can see all jobs, and edit all jobs, etc. It would be preferred that they can only view them… more

    3 votes

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    1 comment  ·  Roles and Permissions  ·  Delete…  ·  Admin →
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13. Closed and Resolved Ticket on the Customer Portal

    On the Customer Portal, it is confusing for a customer when viewing the list of "Closed" and "Resolved" tickets, that still say "AWAITING CUSTOMER RESPONSE" or "AWAITING TECHNICIAN RESPONSE".

    Please set these statuses to "CLOSED" or "RESOLVED" so as not to be confusing.

    54 votes

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    1 comment  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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14. Alert groups

    I'd like to be able to group alerts. For example Server alerts or Workstation alert don't go to the same email address.
    Eve better if it could be different email for different Customers.
    Customers have different SLA so this is important for MSP's

    16 votes

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    0 comments  ·  Alerts  ·  Delete…  ·  Admin →
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15. possibility of setting different thresholds for volumes on the same server for example

    example:

    i have a server with 3 different volumes

    c: Total size 80 GB
    f: total size 10 GB
    g: total size 3 TB

    i would like to set 3 different Thresholds for this 3 differents volumes

    c: warning when disk space is less 10 GB and critical when disk space is less 5 GB
    f: warning when disk space is less 2 GB and critical when disk space is less 1 GB
    g: warning when disk space is less 20 GB and critical when disk space is less 10 GB

    now is possible to set only 1 Threshold for severity in the same server

    example:

    i have a server with 3 different volumes

    c: Total size 80 GB
    f: total size 10 GB
    g: total size 3 TB

    i would like to set 3 different Thresholds for this 3 differents volumes

    c: warning when disk space is less 10 GB and critical when disk space is less 5 GB
    f: warning when disk space is less 2 GB and critical when disk space is less 1 GB
    g: warning when disk space is less 20 GB and critical when disk space is less 10 GB

    now is possible to set only 1 Threshold for… more

    36 votes

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    2 comments  ·  Alerts  ·  Delete…  ·  Admin →
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16. Move custom field under customer at the top

    Move custom field under customer at the top

    1 vote

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    0 comments  ·  Customers  ·  Delete…  ·  Admin →
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17. order tickets by assigned technician

    Allow tickets to be sorted by assigned technicians such as ordering the tickets by who is working on them. prioritise certain technicians' tickets to the top

    2 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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18. More in depth configuration of technician rights

    It would be nice if you could change rights for technicians by feature.
    Currently there are only a hand full of options to change the rights.

    For example one of our technicians wants to create a software-bundle.
    It is possible for him but if he wants to edit his self created bundle he can't do that and needs help from a Admin.

    There are only 2 options like no Software-bundle or full Admin.

    3 votes

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    2 comments  ·  Delete…  ·  Admin →
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19. We need a feature of API – getting a list of installed applications per agent.

    We need a feature of API – getting a list of installed applications per agent.

    This would be the same data that we would get from regular reports, but would be visible at the agent level via their REST API.

    8 votes

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    0 comments  ·  Reports  ·  Delete…  ·  Admin →
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20. Add customised Agent download links to the customer portal

    It would be really useful to have the custom agent version available as a download link in the customer portal for self install. Here's how it would work -

    1. We setup the customer and add their users
    2. The user can then login to the customer portal
    3. On the first page they land on there should be links to the custom agent install for Windows & Mac based on the company they are in within Atera.

    The biggest problem we have is deploying the agent to remote users. The Mac agent especially as it requires multiple commands to be run from terminal to work. There is no reason this cannot be made into an auto generated script, downloadable from the portal.

    It would be really useful to have the custom agent version available as a download link in the customer portal for self install. Here's how it would work -

    1. We setup the customer and add their users
    2. The user can then login to the customer portal
    3. On the first page they land on there should be links to the custom agent install for Windows & Mac based on the company they are in within Atera.

    The biggest problem we have is deploying the agent to remote users. The Mac agent especially as it requires multiple commands to be run from… more

    8 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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