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4800 results found
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Ticket Timer Automation rule
Please allow me to trigger with Automation rules the ticket timer, the automatically start timer on ticket open is not an accurate way to track time. My Goal is to set automation flows that automatically start and pause the timer based upon my ticket status.
11 votesHi,
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. You are also welcome to review the most recent comment added from our Product Marketing Team.
http://atera.uservoice.com/forums/936306/suggestions/50683820
Best regards,
The Atera Team
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Customer Exclusion List for Technicians
It would be great to have a feature that allows administrators to exclude specific customers from selected users or permission profiles.
A practical example: I would like to manage my company's internal devices through Atera and would like them to appear as a customer. I need full access as an administrator, but I do not want my technicians to view or manage those devices.
While customer assignments can currently be managed through permission profiles, this requires ongoing maintenance whenever new customers are added. A "deny access to this customer" option would be much simpler, require less maintenance, and ensure consistent security over time.
This enhancement would give administrators much more flexibility in managing customer visibility and sensitive internal environments.
It would be great to have a feature that allows administrators to exclude specific customers from selected users or permission profiles.
A practical example: I would like to manage my company's internal devices through Atera and would like them to appear as a customer. I need full access as an administrator, but I do not want my technicians to view or manage those devices.
While customer assignments can currently be managed through permission profiles, this requires ongoing maintenance whenever new customers are added. A "deny access to this customer" option would be much simpler, require less maintenance, and ensure consistent…
1 vote -
Can we bring back the refresh button on the products page.
On the ticket > products, when you add a product you can't refresh the page to you have to exit all the way to the ticket and back again before the new product shows.
In the old UI, there was a refresh button to simple refresh all the products.This is yet another example of regression of the product. :(
1 vote -
Improve adding Manual Time Entries
In the new UI, entering manual time entries is very laborious.
Having to enter HH:MM:SS and then type AM or PM, twice (start and finish) multiple times per day is very annoying.
It should be in 24-hour format. So we just enter, for example, 11.48 and 13.17, and that’s it. If we don’t enter seconds then these should default to 00 on seconds.
228 votes -
Introduce a technician-side To-Do List feature
Introduce a technician-side To-Do List feature, to manage multi-activity tickets without exposing them as separate tickets in the Service Desk/customer portal
1 vote -
Improve visibility and management of Parent-Child ticket relationship in Service Desk
When a user opens a ticket from the user portal with a dedicated Onboarding/Offboarding form, only one ticket is created. Internally, child subtickets are created for each activity (Atera lacks a To Do list). The customer side will see many open tickets and won't know which is the parent ticket and which are the child tickets.
Consider:
* View Parent-Child relationship in the service desk
* Ability to filter only the parent ticket
* Create a To Do List on the technical side to manage tickets with multiple activities that are not visible to the Service Desk1 vote -
Field assignment on Child tickets created via automation rules after Parent ticket was created
We use one automation rule to create Child tickets (subtasks) when a parent ticket is created from another department ( example Onboarding/offboarding), and a second rule to assign a technician to each Child ticket.
The second rule never triggers, because Atera does not allow an action performed by one automation rule (creating a Child ticket) to act as a trigger for another rule. As a result, Child tickets are always empty and created without a technician assigned, requiring manual assignment every time.
Please consider:
* Allowing automation rules to trigger other automation rules, or
* Allowing technician or other fields assignment to be configured within the same rule that generates the Child tickets.We use one automation rule to create Child tickets (subtasks) when a parent ticket is created from another department ( example Onboarding/offboarding), and a second rule to assign a technician to each Child ticket.
The second rule never triggers, because Atera does not allow an action performed by one automation rule (creating a Child ticket) to act as a trigger for another rule. As a result, Child tickets are always empty and created without a technician assigned, requiring manual assignment every time.
Please consider:
* Allowing automation rules to trigger other automation rules, or
* Allowing technician or other fields…1 vote -
1st time fix report
I would like to know in a percentage how many of my issues are fixed on a 1st time basis.
1 vote -
Remove deactivated users from site lists
After a user leaves, I don't want to still see them in the site lists. Need a way to manage that or the site lists will get bloated with termed employees.
1 vote -
Feature Requests: Automated Reply Sender Address & Dashboard Customization by Technician Group
Hi Atera Team,
Following up on our recent chat with Constantin (Aug 27), we'd like to formally submit two feature requests, as we understand these aren't currently supported but would significantly improve our workflow.
- Automatic Reply Sender Address per Technician Group
We have multiple Support Addresses set up (e.g., knowledge@inc.com for our Knowledge Team, support@.global for Helpdesk Support), each tied to its own Ticket Automation Rule and Email Template.
Currently, when a ticket is generated via a specific address (e.g., knowledge@inc.com), the automatic reply is still sent from the default outgoing address (support@.global), regardless of which address the ticket came in on. This is confusing for our contacts, as replies don't match the address they originally emailed.
Request: Please allow the "Send email to a contact" action within Ticket Automation Rules to use the same address the ticket was received on (or let us explicitly select the outgoing address per rule), rather than defaulting to a single account-wide outgoing address.
- Dashboard Widgets Filterable/Grouped by Technician Group
We've set up Technician Groups (*** Dev Group, *** Technical Group, Knowledge Team) to route and report on tickets separately. However, the Dashboard widgets (Ticket Status, Alert Status, Recent Alerts, Unassigned Tickets, etc.) are predefined and cannot be filtered or split by Technician Group.
Request: Please allow dashboard widgets to be configured or filtered by Technician Group, so each team can see a dashboard reflecting only their own tickets/alerts, rather than the account-wide totals.
We understand from Constantin that both of these are outside current functionality. We'd appreciate these being logged as feature requests, and any update on roadmap timing would be helpful.
Hi Atera Team,
Following up on our recent chat with Constantin (Aug 27), we'd like to formally submit two feature requests, as we understand these aren't currently supported but would significantly improve our workflow.
- Automatic Reply Sender Address per Technician Group
We have multiple Support Addresses set up (e.g., knowledge@inc.com for our Knowledge Team, support@.global for Helpdesk Support), each tied to its own Ticket Automation Rule and Email Template.
Currently, when a ticket is generated via a specific address (e.g., knowledge@inc.com), the automatic reply is still sent from the default outgoing address (support@.global), regardless of which…
1 vote -
Add Online/Offline Status to the Software Inventory Report
Please add a device availability status field to the Software Inventory report.
The report should include an additional column showing whether each computer is currently:
Online
OfflineThe status should also be included when exporting or scheduling the report in Excel, CSV, or PDF format.
This would make it possible to distinguish software inventory data received from currently connected computers from cached inventory data belonging to offline computers.
It would also be useful to add the following fields:
Last Seen
Availability Monitoring Enabled/Disabled
Folder
Device TypePlease make these fields available both in the built-in Software Inventory report and in the Software Inventory dataset used for custom analytical reports.
Please add a device availability status field to the Software Inventory report.
The report should include an additional column showing whether each computer is currently:
Online
OfflineThe status should also be included when exporting or scheduling the report in Excel, CSV, or PDF format.
This would make it possible to distinguish software inventory data received from currently connected computers from cached inventory data belonging to offline computers.
It would also be useful to add the following fields:
Last Seen
Availability Monitoring Enabled/Disabled
Folder
Device TypePlease make these fields available both in the built-in Software Inventory report and in…
1 vote -
Allow Custom Reboot Schedule Times (Not Limited to 30-Minute Intervals)
Currently, reboot schedules can only be configured in 30-minute increments. Please allow administrators to manually specify an exact reboot time (e.g., 10:15 PM, 11:05 PM, etc.). This would provide greater flexibility for maintenance windows, patching schedules, and minimizing user impact.
1 vote -
Make API feature complete
Time and time again we realized that we cannot automate certain Atera features via API from our agents (AI agents..). I think the time has come that companies need to provide a feature-complete API and not put things behind their UI or their own agents so that we buy their extended packages.
A feature incomplete API is a bug, not a missing feature..
Here some examples we cannot do via API that are possible via UI:
- Run a script or command on an agent
- Assign or remove an automation profile
- List, assign or change a threshold profile
- See which automation, patch or AV schedule applies to a device
- Read a device's installed-software inventory
- Configure or audit notification routing
- Move an agent to another customer or folder
- List folders, or put an agent into one
- Install an agent
- Install, approve or schedule a patch
Time and time again we realized that we cannot automate certain Atera features via API from our agents (AI agents..). I think the time has come that companies need to provide a feature-complete API and not put things behind their UI or their own agents so that we buy their extended packages.
A feature incomplete API is a bug, not a missing feature..
Here some examples we cannot do via API that are possible via UI:
- Run a script or command on an agent
- Assign or remove an automation profile
- List, assign or change a threshold profile
- See which automation,…
1 vote -
Approval Automation for Ticket Form Templates and Automation Features
It would be great if the ticket form templates could have a built-in automation workflow. Ideally, if someone fills out a template it will add users to approve it and then assign it to a technician. Right now, approvals have to be manually added to tickets.
Additionally, there should be more ticket automation actions where triggers can assign tickets to users.
3 votes -
Status Selection on Ticket Creation (Dashboard)
Feature Request
Add a Status dropdown field to the ticket creation form in the Atera RMM dashboard, allowing the technician to set an initial status at the time of ticket creation rather than defaulting all new tickets to "Open."Current Behavior
All tickets created from the dashboard default to "Open" regardless of context. There is no way to set the status during creation — it must be changed as a second step after the ticket is saved.Requested Behavior
When creating a ticket from the dashboard, the technician should be able to select a status from a dropdown at creation time.Feature Request
Add a Status dropdown field to the ticket creation form in the Atera RMM dashboard, allowing the technician to set an initial status at the time of ticket creation rather than defaulting all new tickets to "Open."Current Behavior
All tickets created from the dashboard default to "Open" regardless of context. There is no way to set the status during creation — it must be changed as a second step after the ticket is saved.Requested Behavior
When creating a ticket from the dashboard, the technician should be able to select a status from a dropdown at creation…2 votes -
Default Remote Access Option (No Warning)
The Default Remote Access Option allows one to change from Splashtop to AnyDesk/TeamViewer/ScreenConnect.
The problem is, an admin can change this without warning. It provides no warning or confirmation or context. It immediately just deploys AnyDesk etc. to all agents causing popups on Macbooks and security alerts and mass panic.
Please can you consider a warning confirmation dialogue before this setting is changed or updated? Should be a quick small change hopefully.
29 votes -
Allow managing multiple hardware-bound / device-specific Passkeys per technician account
Currently, Atera only triggers the passkey creation prompt once during setup. If a technician registers a hardware-bound passkey (e.g., local Windows Hello / TPM module), it is impossible to register a second device (like a secondary workstation or laptop) without completely resetting 2FA for the account. Resetting 2FA invalidates all previously configured credentials, making it impossible to use multiple hardware-bound keys simultaneously.
Technicians are currently forced to use cloud-synced passkey managers (like Chrome or iCloud Keychain), which is not compliant with many enterprise security environments that strictly mandate hardware-bound TPM credentials or physical FIDO2 tokens.
1 vote -
Logout and lock user accounts from Atera
The ability to force the logout of a user session & lock user accounts from the Atera portal. I am currently doing this with scripts however, unless the user is currently signed in, it can be difficult for the scripts to identify the owner's account etc.
1 vote -
New Tickets page UI - Feedback [Q1, 2026 Feature release]
Hi everyone — we’d love feedback on the new Tickets page UI (the redesigned, configurable table).
What’s new (vs old Tickets page):
- Detailed vs Compact view (Compact = more rows per screen)
- Show/hide columns
- Reorder columns
- Sorting + saved views
- New columns: Approval status, Created date, Last action date, Parent/Child tickets
What we need from you:
- Reply with anything you’ve noticed, but if you can, use this quick format:
1) Your setup
- Detailed or Compact?
- High-volume queue or occasional triage?2) What works
- What’s better than the old page?
- Missing columns?
- Too many clicks?
- Anything confusing in the table behavior?3) Views + sorting
- Are saved views and sorting doing what you expect?4) New columns
- Is Last action date useful? Created date?
- For approvals: is Approval status clear enough (Pending / Denied / Partially approved)?5) Bugs
- Please post them here or DM me on the Community with the support Ticket ID so we can follow/escalate/fix.If you’re short on time: 1 win + 1 pain + 1 request is perfect.
++
Dima L
Technical Product Marketing Manager
AteraHi everyone — we’d love feedback on the new Tickets page UI (the redesigned, configurable table).
What’s new (vs old Tickets page):
- Detailed vs Compact view (Compact = more rows per screen)
- Show/hide columns
- Reorder columns
- Sorting + saved views
- New columns: Approval status, Created date, Last action date, Parent/Child tickets
What we need from you:
- Reply with anything you’ve noticed, but if you can, use this quick format:
1) Your setup
- Detailed or Compact?
- High-volume queue or occasional triage?2) What works
- What’s better than the old page?
- Missing columns?
- Too many clicks?…3 votes -
API Enhancement: Add 'LastInternalComment' and 'IsSolution' Properties
We request two specific additions to the API to improve ticket management and documentation:
Ticket Endpoint: Add a LastInternalComment field (similar to the existing LastEndUserComment).
Comments Endpoint: In GET /api/v3/tickets/{ticketId}/comments, include the boolean status IsSolution for each comment object.
Context & Why this is useful:
LastInternalComment: We need to quickly see the status of a ticket based on the last technician note, not just the user's reply. Currently, we have to download all comments to find the last internal update.
IsSolution: When syncing tickets to a knowledge base or sending final reports to customers, we need to programmatically identify which specific comment solved the issue. This data exists in the UI but is missing from the API.
We request two specific additions to the API to improve ticket management and documentation:
Ticket Endpoint: Add a LastInternalComment field (similar to the existing LastEndUserComment).
Comments Endpoint: In GET /api/v3/tickets/{ticketId}/comments, include the boolean status IsSolution for each comment object.
Context & Why this is useful:
LastInternalComment: We need to quickly see the status of a ticket based on the last technician note, not just the user's reply. Currently, we have to download all comments to find the last internal update.
IsSolution: When syncing tickets to a knowledge base or sending final reports to customers, we need to programmatically identify which…
6 votes
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