4810 results found

1. Edit and delete comments

   Tickets are getting long and messy because we can't edit or delete comments. We're getting out of office replies, long forwarded emails, the occasional mistake when posting to the wrong ticket, and occasional inappropriate comments. Give us the right to control our helpdesk!!!!!!!!!!!

   4 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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2. MDM

   Why does Atera not work with IOS, and Android devices. Can you at least offer a company that offers MDM and have it as an add-on app within Atera?

   11 votes

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   0 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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   Future Consideration  ·  AdminDima Lukyanenko (Technical Product Marketing Manager, Atera) responded

   Hi,

   Thank you for your valuable suggestion. While we won't be implementing this idea in the immediate future, it has been added to our list for future consideration.

   We continuously review user feedback to inform our development priorities, so your idea remains on our radar.

   Best regards,

   The Atera Team

3. Decimal Time Entry

   We’d like Atera to support entering time using decimal hours rather than requiring users to enter hours, minutes, and seconds in the HH:MM:SS format.

   For example:

   0.25 = 15 minutes
   0.50 = 30 minutes
   0.75 = 45 minutes
   1.00 = 1 hour
   1.50 = 1 hour 30 minutes
   1.75 = 1 hour 45 minutes
   Why this would be useful

   Decimal time entry would make logging time much faster, easier, and less error-prone, particularly when entering a large number of time entries.

   Currently, having to enter something like 01:45:35 is cumbersome when the actual requirement is simply to record approximately 1.75 hours.

   This would also make time entry more intuitive for users who are accustomed to recording billable or worked hours in decimal format.

   Suggested functionality

   Allow users to enter a decimal value directly into time fields, with Atera automatically converting the value into the appropriate hours/minutes format behind the scenes.

   For example:

   User enters: 1.75
   Atera records/displays: 01:45:00

   This could be offered as an alternative to the existing time format, so users can choose whichever input method works best for them.

   We believe this would be a relatively small usability improvement that could significantly speed up time logging for technicians and other Atera users.

   We’d like Atera to support entering time using decimal hours rather than requiring users to enter hours, minutes, and seconds in the HH:MM:SS format.

   For example:

   0.25 = 15 minutes
   0.50 = 30 minutes
   0.75 = 45 minutes
   1.00 = 1 hour
   1.50 = 1 hour 30 minutes
   1.75 = 1 hour 45 minutes
   Why this would be useful

   Decimal time entry would make logging time much faster, easier, and less error-prone, particularly when entering a large number of time entries.

   Currently, having to enter something like 01:45:35 is cumbersome when the actual requirement is simply to record approximately 1.75… more

   3 votes

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   0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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4. Successful/Unsuccessful profile execution in the device

   Show whether the automation profile is successful or unsuccessful in the deivices activity log instead of a link to see the report.

   7 votes

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   0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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5. convert Public comment to internal note

   Please create the option, to convert a public comment to an internal note.

   3 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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6. Move user to another site

   I'm unable to move a user to a different site. The AI shows a ridiculously cumbersome solution. Please make this easier. Staff move around.

   5 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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7. Ability to edit tickets

   Please give admins ability to edit the tickets to remove duplicates, long emails that are forwarded, and mistakes.

   2 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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8. Manipulate "Approvals" in the built in approval engine within tickets

   I'd like to be able to add an approver to a ticket with ticket automation rules.

   5 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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9. Better Customer Profile

   On Password area:
   - Password History
   - Two step authentication

   Documentation Area:
   - A place we can create folder and files for KB and SOP
   - Picture Gallery for reference
   - Network Diagram

   Atera will be on top of all RMM if they have a good IT documentation platform

   3 votes

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   1 comment  ·  Customers  ·  Delete…  ·  Admin →
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10. we would like to see an Atera agent for Chromebooks

    we would like to see an Atera agent for Chromebooks, it would be very beneficial.

    1 vote

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    1 comment  ·  Agent  ·  Edit…  ·  Delete…  ·  Admin →
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11. ticket automation out of hours response

    In the ticket automation should be able to send an auto reply if the ticket arrives out of hours, this way we can direct them appropriately.

    Therefore we need a way to trigger the ticket depending on the time of day it arrives.

    2 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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12. when resorting cols in the ticket they need to stay how i set them

    The new ui for tickets doesn't fit on a single screen and the order they put the data cols in is useless (who cares about sentiment its a joke) when I reorder or remove COLS from the ticket screen the changes should persist instead of resetting every time page reloads. I need to have it so statuses of the ticket are FIRST .

    3 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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13. Link Asset Inventory status to the Devices tab — they should be the same record

    What I'm asking for: Surface asset status directly on the Devices tab — either as a column or inline on the device record — so I can see at a glance whether a device is Retired, In Stock, or In Use without leaving the tab. Even better, link the Asset record to the Device agent so they're the same object, not two parallel lists.

    2 votes

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    1 comment  ·  Asset management  ·  Delete…  ·  Admin →
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14. Patch & Automation Feedback Too Vague

    This has to be the single most painful feature for us. The report may as well not exist because it doesn't tell us anything meaningful about 90% of the time, and it is incapable of reporting current progress.

    It also lacks any detail around each sub-process start/finish time, as well as the overall finish time of the entire process.

    We need something that can provide us with a granular status where each item in a bundle is reported as being started, show any in-progress status that is provided by the installation package, and provide a finish timestamp for each item along the way.

    This arbitrary message of "Unable to fetch information from agents." is absolutely ridiculous... why did it fail to fetch? How far did it get in the process? What happened in the process? Is the agent responsive?

    MORE DETAILS!!!!!!

    This has to be the single most painful feature for us. The report may as well not exist because it doesn't tell us anything meaningful about 90% of the time, and it is incapable of reporting current progress.

    It also lacks any detail around each sub-process start/finish time, as well as the overall finish time of the entire process.

    We need something that can provide us with a granular status where each item in a bundle is reported as being started, show any in-progress status that is provided by the installation package, and provide a finish timestamp for each item… more

    5 votes

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    0 comments  ·  Reports  ·  Delete…  ·  Admin →
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15. Text Message (SMS) Alerts

    I rely on real-time alerts to proactively address issues before they escalate. While email and in-app notifications are helpful, they can easily be missed during off-hours or when away from a desk. Implementing a native text message (SMS) alert system within the RMM tool would significantly improve response times for critical incidents such as server outages, offline endpoints, or security threats. This feature would ensure immediate visibility and faster remediation, ultimately enhancing service reliability and client satisfaction.

    50 votes

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    11 comments  ·  Alerts  ·  Delete…  ·  Admin →
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16. Asset Management, with ability to print asset labels, scan QR codes, and checkin and checkout equipment from one application

    I'm currently evaluating Atera as a potential replacement for our existing help desk, which is lacking a really good asset management system. What I'm specifically needing is a better way to all of our assets as they come in the door and leave our environment for use. Ideally, the application would allow us to print labels in a variety of sizes for different devices and equipment, scan QR codes to checkin and checkout equipment (reserve equipment on the spot), complete maintenance surveys and allow users to take photos of equipment through the mobile app, and if I'm being a little greedy, it would be really nice to integrate with a GPS asset tracker like Samsara so that we know where all of our devices and equipment are at any given moment without having to go to one more system. Looking for a more all-inclusive solution to better support our team.

    I'm currently evaluating Atera as a potential replacement for our existing help desk, which is lacking a really good asset management system. What I'm specifically needing is a better way to all of our assets as they come in the door and leave our environment for use. Ideally, the application would allow us to print labels in a variety of sizes for different devices and equipment, scan QR codes to checkin and checkout equipment (reserve equipment on the spot), complete maintenance surveys and allow users to take photos of equipment through the mobile app, and if I'm being a little… more

    822 votes

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    41 comments  ·  Devices  ·  Delete…  ·  Admin →
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17. unlock purchase date and warranty in the asset inventory for dell computers

    Please unlock the Purchase Date and Warranty Expiration Date fields for Dell devices in Asset Inventory, or provide an administrator-controlled option to disable Dell warranty synchronization.

    We purchase many refurbished Dell computers with third-party warranty coverage. When an asset is identified as a Dell device, the Purchase Date and Warranty Expiration Date fields are locked, preventing administrators from entering accurate warranty information.

    Please allow administrators to edit these fields or override synchronized Dell warranty data. Automated warranty lookups are useful, but administrators should retain the ability to correct or replace that information when it does not reflect the actual coverage of the asset. There should be very few, if any, cases where administrators are prevented from managing their own asset data.

    Please unlock the Purchase Date and Warranty Expiration Date fields for Dell devices in Asset Inventory, or provide an administrator-controlled option to disable Dell warranty synchronization.

    We purchase many refurbished Dell computers with third-party warranty coverage. When an asset is identified as a Dell device, the Purchase Date and Warranty Expiration Date fields are locked, preventing administrators from entering accurate warranty information.

    Please allow administrators to edit these fields or override synchronized Dell warranty data. Automated warranty lookups are useful, but administrators should retain the ability to correct or replace that information when it does not reflect the actual coverage… more

    2 votes

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    0 comments  ·  Asset management  ·  Delete…  ·  Admin →
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18. Ticket rating submitted trigger (any)

    It would be nice to have a trigger in Ticket automation rules for any rating posted. That way we could notify the technician when they receive a rating and they could go and read it.

    3 votes

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    0 comments  ·  ITSM  ·  Delete…  ·  Admin →
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19. Start ticket timer when technician is assigned

    I'd like a global rule that could start the ticket timer only after a technician has been assigned to a ticket.

    In our setup, tickets flow into a technician group, then those techs manually assign the tickets to themselves. Having the ticket timer start when just viewing a ticket is making the feature not as useful.

    We're also seeing the ticket timer still running even when there are no tickets opened in ticket tabs.

    1 vote

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    0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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20. Devices automation

    It would be helpful if agents could return more detailed hardware information, such as connected monitors and USB devices (external hard drives, printers, headsets, etc.). This would allow manufacturer names and serial numbers to sync with the asset inventory for better tracking.

    It would also be useful for the agent to associate the device with the currently logged-in user. If the device is reassigned, the agent could identify the new user and update the information in Atera accordingly.

    1 vote

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    0 comments  ·  Devices  ·  Edit…  ·  Delete…  ·  Admin →
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