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4828 results found
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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 -
Lightweight / Headless Linux Server Agent for Monitoring, Patching, Software Management and SSH
It would be very useful to have a lightweight, headless variant of the Atera Linux Agent that is specifically designed for Linux servers.
The current Linux agent covers many important management functions, but for server-only environments there is no need for desktop-oriented features or remote desktop components such as Splashtop, AnyDesk, or similar tools.
The idea would be to provide a minimal Linux Server Agent focused only on core server management functionality, such as:
System monitoring and alerting
CPU, memory, disk, network and service monitoring
Patch management
Package/software installation and management via APT, YUM/DNF, etc.
Script and command execution
SSH / terminal access
Device inventory and basic system informationThe agent should ideally have:
No remote desktop components
No GUI dependencies
Minimal CPU, RAM and disk usage
As few runtime dependencies as possible
Support for common server distributions such as Ubuntu, Debian, RHEL, Rocky Linux, AlmaLinux and similar distributionsThis would be especially useful for MSPs managing large numbers of cloud servers, virtual machines, web servers, database servers, containers hosts and other Linux systems where graphical remote access is neither required nor desirable.
A dedicated "Linux Server / Headless Agent" installation profile would also make deployments cleaner and reduce unnecessary software and attack surface on production servers.
There are already feature requests related to disabling remote access software and improving Linux support, but a dedicated lightweight server-only agent would address a slightly different use case: managing Linux infrastructure without installing desktop-focused components that are not needed on servers.
It would be very useful to have a lightweight, headless variant of the Atera Linux Agent that is specifically designed for Linux servers.
The current Linux agent covers many important management functions, but for server-only environments there is no need for desktop-oriented features or remote desktop components such as Splashtop, AnyDesk, or similar tools.
The idea would be to provide a minimal Linux Server Agent focused only on core server management functionality, such as:
System monitoring and alerting
CPU, memory, disk, network and service monitoring
Patch management
Package/software installation and management via APT, YUM/DNF, etc.
Script and command execution
SSH…1 vote -
script screen
Keep the script screen open after running a script, omitting the need to re-open and re-search when having to run multiple scripts on a single target
2 votes -
CVSS for devices - esp. those higher than 5.0
It would be nice to see (at a glance) devices with pending patches that have correlating/high CVSS and/or relative CVEs... to show "critical" patch concerns - i.e. to give them due diligence. Otherwise, add CVSS and/or CVE as a filter criteria on the Devices tab.
3 votes -
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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Warranty expiration notification and alert
Configure and send a notification email or trigger an alert when the asset’s warranty is nearing expiration
1 vote -
Customer Remote Access Audit Portal / API
We would like a way to provide managed customers with read-only visibility of remote access sessions performed by our technicians on their devices, without granting them Full Admin access to Atera.
Ideally, this could be implemented through one or more of the following:
A customer-scoped Remote Access Audit report
Read-only access for customers to view remote sessions performed on their devices
An API endpoint for Audit Logs / Remote Sessions
Scheduled automatic exports or reports filtered by customer
The information should include at least:
Technician name
Customer
Device
Remote access method (Splashtop, AnyDesk, etc.)
Session start and end time
Session duration
This would be particularly useful for MSPs that need to provide customers with transparency and auditability over remote access performed by support technicians, without exposing administrative functionality in Atera.We would like a way to provide managed customers with read-only visibility of remote access sessions performed by our technicians on their devices, without granting them Full Admin access to Atera.
Ideally, this could be implemented through one or more of the following:
A customer-scoped Remote Access Audit report
Read-only access for customers to view remote sessions performed on their devices
An API endpoint for Audit Logs / Remote Sessions
Scheduled automatic exports or reports filtered by customer
The information should include at least:
Technician name
Customer
Device
Remote access method (Splashtop, AnyDesk, etc.)
Session start and end time
Session…1 vote -
New Ticket Reply Box (bottom)
Please consider restoring the ticket reply box to the top of the ticket view or adding a user preference to place it either at the top or bottom.
The current bottom-only placement creates challenges when working on smaller screens and mobile browsers. Users often need to review lengthy ticket histories and then scroll all the way to the bottom to enter a response. This negatively impacts efficiency and makes ticket management more cumbersome.
Allowing users to select their preferred reply box location would significantly improve usability and accessibility across different devices.
1 vote -
liste client
Est-il possible d'exporter la liste des clients comme nous pouvons exporter la liste des appareils.
1 vote -
liste client
Est-il possible d'exporter la liste des clients comme nous pouvons exporter la liste des appareils.
1 vote -
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
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