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4701 results found
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Private note
Ability to send a private note to a user.
Example, sending a private note to the user's manager for approval. They will receive an email and be able to view the ticket and add their comment into the private/public section.4 votes -
Fix Chat
This could be really useful but there are a number of problems that are preventing us from using it:
Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason.
Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify the customer when a technician posts a note to the ticket. I opened to support ticket for this and was told that it is normal behavior for tickets opened from chat sessions. So apparently, this is a design flaw that needs to be fixed.
The chat mechanism is slow and unreliable. When a customer invokes a chat session by right-clicking on the Atera Helpdesk Agent, it takes about 10 seconds for the chat window to appear. Sometimes right-clicking and selecting chat produces no response and the customer has to restart the computer to get it working again. Once the chat window appears it sometimes has no text box for the user to type in a message. About 30% of the time a chat request fails to connect even though a technician is available. Sometimes the customer chat window shows connected when it is not. When this happens, the technician chat window shows a perpetual "Connecting" status, and messages entered by the customer are never delivered to the technician.
This could be really useful but there are a number of problems that are preventing us from using it:
Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason.
Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify…
15 votes -
search for bitlocker
The ability in the devices advanced search under storage if Bitlocker is enabled = true or false
9 votes -
Cynet Elite
I am writing to express my interest in the recent addition of the Cynet app to the Atera platform. However, I have noticed that the current offering is limited to the Cynet 360 version.
Given the comprehensive cybersecurity needs of my operations, I believe that incorporating the Cynet Elite package would be highly beneficial. The Elite package, which is available for $9 per month per endpoint on the Cynet website, offers an array of advanced security features backed by 24/7 Managed Detection and Response (MDR) support. This addition would greatly enhance our ability to manage both cybersecurity and IT through Atera, providing a more robust and integrated solution.
Currently, Atera does not offer any cybersecurity applications beyond antivirus, and the inclusion of the Cynet Elite package would significantly fill this gap, offering enhanced protection and peace of mind.
I kindly request that you consider offering the Cynet Elite package through Atera. This enhancement would be invaluable for users like myself who seek to streamline their IT and cybersecurity management.
Thank you for your attention to this request. I look forward to your positive response.
Best regards
I am writing to express my interest in the recent addition of the Cynet app to the Atera platform. However, I have noticed that the current offering is limited to the Cynet 360 version.
Given the comprehensive cybersecurity needs of my operations, I believe that incorporating the Cynet Elite package would be highly beneficial. The Elite package, which is available for $9 per month per endpoint on the Cynet website, offers an array of advanced security features backed by 24/7 Managed Detection and Response (MDR) support. This addition would greatly enhance our ability to manage both cybersecurity and IT through…
4 votes -
Helpdesk Agent Features
Allow tickets to be created from the helpdesk agent, Not requiring a redirect to the customer portal. When the user clicks "Open Ticket" put a pop-up in the middle of there screen that displays the ticket request. Allow then to capture their screen from it as well. Being able to upload files directly from there and gathering a report of the computer and attaching that to the ticket would be a great add on aswell.
9 votes -
Please add software parameters also for URL uploads (files larger than 1.5GB) (Private Software Repository)
Please add software parameters also for URL uploads (files larger than 1.5GB) (Private Software Repository).
This is really important for us to be able to really use the Private Software Repository.9 votes -
Disable Scripts
Atera should the ability to disable scripts. This way you can enable or disable a script without having to modify the IT Automation and adding/deleting a script.
1 vote -
scripting off of custom fields or tickets variables
Automate Scripting off of custom fields variables
EX. Custom field is checked then perform y scriptAutomate scripting off of ticket automation rules.
EX. Ticket has status of "new hire" run script y.and even allow to apply and remove profiles to users automatically from tickets or custom fields.
2 votes -
Allow removal and edition of comments inside tickets
If you could please provide us with the option to remove and edit comments in our tickets. As of now, if we put a comment in the wrong ticket, or if we make typos or errors in our comments, we cannot correct them as the comments seem to be there to stay permanently.
2 votes -
Agent Notifications - Video Conferencing apps - Zoom, MS Teams, etc.
Atera Devices and agent should be notify the state of video conferencing apps
such as (Zoom, MS Teams, Cisco Webex)
If it's active or running in background.
2 votes -
Attach an Agent to manual ticket
When creating a ticket manually, no agent can be assigned
This would be relevant for back-office ticket creating -> Technicians
1 vote -
Configuration Policies : Restart outside of active hours
Weekday & Time
Server restart only at weekend ..
1 vote -
Assign requestor based on reply-to email not sender
When using using tools like wufoo or jotform the email incoming is from no-reply@jotform.com (sender email). That creates the tickets and assigns the ticket to the user no-reply@jotform.com. Jotform/wufoo have the capability to use an email collected in their form to add as the "reply-to email". I use this currently with zendesk from both wufoo/jotform so the tickets are assigned to the correct requestor.
Please add that as an option for inbound email tickets or the ability to run a ticket automation to update the requester based on this attribute.
1 vote -
alerts
I would like to know if possible, that when an alert expires, it also could disappear from the list.
For example:
Alert gets created that the memory threshold is exceeding 80%, but after a couple of minutes, the memory use drops again below 80%. When this is the case we would like to know if the alert can get automatticaly resolvedAnother example: Alert gets created that status of a certain device is unknown, but 5 minutes later this device is back online, also in this scenario I would like to know if the initial created alert can be automatically resolved.
These are just a couple of examples, there can be many more scenarios where issues are automatically resolved without human interaction.
This way we know that existing alerts will need manual investigation.changing the timeframe of when the alert has to be created is not a possibility, since some issues can be critical and we need to be notified right away
Thank you for your time
Kind regards,
DominicI would like to know if possible, that when an alert expires, it also could disappear from the list.
For example:
Alert gets created that the memory threshold is exceeding 80%, but after a couple of minutes, the memory use drops again below 80%. When this is the case we would like to know if the alert can get automatticaly resolvedAnother example: Alert gets created that status of a certain device is unknown, but 5 minutes later this device is back online, also in this scenario I would like to know if the initial created alert can be automatically…
4 votes -
Closing Ticket
I have a question. Some of our users have noticed that when we close a ticket, it creates another email. Is it possible that when we close the ticket, it keeps the original email from the first creation?"
1 vote -
allow us to disable the "technician groups"
some of us have small teams and have no need for this. it is taking up space and adding clutter to the interface. please allow us to disable / hide this from the tickets page as well as from the individual ticket page.
2 votes -
VIP
Could be possible to add a "VIP" field to the user profile page?
This field could be helpful to filter the ticket assignment.
Regards.
3 votes -
Powershell & CMD.exe Launch Options
Add ability to launch both CMD.exe and PowerShell as either the SYSTEM user or Logged-In User.
75 votes -
Duplicati backup system integration
Add Duplicati backup system integration
3 votes -
Knowledge Base - Category Sorting
When I go in to create new categories for the Knowledge base they are nicely sorted. When I create a new KB it's completely unsorted with no categories. It's a PITA to find the selection I want. It would be super useful to have the category and selection just like the ticketing system. Please fix this!
5 votes
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