4755 results found

1. Trouble Ticket Detail Templates

   I would like Atera to implement a Ticket Detail Template feature within the New Ticket screen, specifically under the Enter Ticket Details field . This enhancement would introduce a dropdown menu that allows users to select from predefined templates, helping streamline ticket creation and ensure consistency in language, formatting, and technical detail.

   How it Would Work:
   Dropdown Placement: Above or below the Enter Ticket Details field, a dropdown menu labeled “Insert Template” would allow users to select a predefined ticket detail template.

   Template Management:
   Templates would be configured by Admins in the Admin center.

   Each template should include:
   Formatted text, including headings, bullet points, hyperlinks, and styling (bold/italics)

   Optionally dynamic fields like [Customer Name], [Device], [Technician], etc., to auto-fill standard variables

   User Experience:
   When a template is selected, its content would populate the Description field automatically, which the technician can then tweak or expand upon.

   Markdown or basic WYSIWYG formatting should remain available.

   Why This Matters:
   Time-saving: No more copying and pasting from external documents or previous tickets.

   Consistency: Ensures all tickets follow the same structure, improving technician clarity and client-facing professionalism.

   Training: Makes onboarding easier for new techs who can follow standardized ticket language and formatting.

   Compliance and QA: Helpful for meeting internal documentation standards or industry compliance by enforcing specific data formats.

   Example Templates:

   Initial troubleshooting checklist
   Onsite visit summary template
   Firewall install/config notes
   End-of-shift handoff summary
   Service outage postmortem format

   Optional Enhancement:
   Allow default templates to be tied to specific ticket types or categories (e.g., selecting “Onsite Visit” from ticket type preloads the corresponding template).

   I would like Atera to implement a Ticket Detail Template feature within the New Ticket screen, specifically under the Enter Ticket Details field . This enhancement would introduce a dropdown menu that allows users to select from predefined templates, helping streamline ticket creation and ensure consistency in language, formatting, and technical detail.

   How it Would Work:
   Dropdown Placement: Above or below the Enter Ticket Details field, a dropdown menu labeled “Insert Template” would allow users to select a predefined ticket detail template.

   Template Management:
   Templates would be configured by Admins in the Admin center.

   Each template should include:
   Formatted text,… more

   15 votes

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   3 comments  ·  Tickets  ·  Delete…  ·  Admin →
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2. Signature ios

   Add signature options to mobile apps for technicians. Currently it doesn’t pull them through from profile so responses done on mobile app don’t include a signature

   3 votes

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   0 comments  ·  Mobile App  ·  Delete…  ·  Admin →
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3. Logical Stacking/Grouping of Patch Versions

   Feature Request: Patch Management Improvements

   1. Logical Stacking / Grouping of Patch Versions

   Issue:
   Patch Management currently displays multiple versions of the same patch as separate items, leading to:

   • A cluttered list
   • Difficulty identifying the latest relevant version
   • Confusing or inaccurate reporting
   • Inefficient patch evaluation workflows

   Requested Enhancement:

   • Introduce logic to group or stack all versions of the same patch under a single collapsed entry.
   • Display only the latest applicable version by default.
   • Allow users to optionally expand to see historical versions if needed.

   ---

   2. Ability to Hide or Filter Out Specific Patches

   Issue:
   Customers cannot hide outdated or irrelevant patch versions, resulting in:

   • Noise in the patch list
   • False perception of devices being out of compliance
   • Manual work to track what’s relevant

   Requested Enhancement:

   • Allow users to hide selected patches or categories of patches from visibility.
   • Option to mark a device "up to date" regardless of deprecated patch entries.

   ---

   3. Bulk Exclusion of Patches (Keyword-Based or Multi-Select)

   Issue:
   Excluding patches must be done one version at a time, which is extremely time-consuming—especially for vendors like Intel, Dell, or HP where dozens of minor revisions appear simultaneously.

   Requested Enhancement:
   Provide multiple bulk-exclusion options:

   • Keyword-based exclusion (e.g., exclude all patches containing “Intel Extension”, “Dell Firmware”, etc.).
   • Multi-select UI (checkboxes) to exclude many patches at once.
   • Bulk actions (exclude, hide, group, etc.) for selected patches.

   ---

   4. Improved Patch Display Customization

   Issue:
   Customers want more control over which patch categories or vendors appear, so only relevant updates surface.

   Requested Enhancement:

   • Allow filtering or toggling by vendor, patch type, severity, or category.
   • Offer a simplified “clean view” showing only meaningful, actionable patches.

   ---

   5. Enhanced Reporting Accuracy

   Issue:
   Reporting is skewed by the presence of older patch versions being listed as "missing," even when newer superseding patches exist.

   Requested Enhancement:

   • Update reporting logic to reflect supersedence and the latest required version.
   • Ensure that hidden/excluded versions no longer impact compliance scores.

   ---

   6. Roadmap Visibility for Patch Management Improvements

   Issue:
   Customer is in renewal evaluation and expressed frustration; they need clarity about whether patch usability improvements are planned.

   Requested Enhancement:

   • Provide a public or semi-public roadmap note indicating upcoming Patch Management enhancements.
   • Offer improved internal communication on how these FRs progress through Product review.

   Feature Request: Patch Management Improvements

   1. Logical Stacking / Grouping of Patch Versions

   Issue:
   Patch Management currently displays multiple versions of the same patch as separate items, leading to:

   • A cluttered list
   • Difficulty identifying the latest relevant version
   • Confusing or inaccurate reporting
   • Inefficient patch evaluation workflows

   Requested Enhancement:

   • Introduce logic to group or stack all versions of the same patch under a single collapsed entry.
   • Display only the latest applicable version by default.
   • Allow users to optionally expand to see historical versions if needed.

   ---

   2. Ability to Hide or Filter Out Specific Patches

   Issue:
   Customers cannot hide outdated or irrelevant… more

   4 votes

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   0 comments  ·  PSA Tools  ·  Delete…  ·  Admin →
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4. Device Info History - Hostname, Logins, Reboots

   There are many ideas like this one, but they are limited to very specific things - most of them targeting the user history.

   We need more than just user history, we need ALL history. Most things on the Overview page should have their own history tracking. Sure, things might be tracked in the activity log - but sometimes we need very specific information that may not be logged at all.

   First and foremost, every one of these fields should have a little icon next to them to display the history of the field. You will also note I have included an additional field, called 'Device hostname', because the simple fact is you can change the name of a device in Atera completely different than the hostname of the device... but both are important, and thus should not be ambiguous.

   Device name
   Device hostname
   Domain
   Public IP
   Last login
   Last reboot

   Furthermore, it would be good to see the history for the owner info:

   Customer
   Folder
   Contact

   Anytime a new field is added here, it should also be considered for history tracking. Perhaps there should be a limit on things like 'Public IP' and 'Last reboot' history, but that can easily be an internal setting in the admin console or set to a number that nobody would have a problem with, like 30.

   There are many ideas like this one, but they are limited to very specific things - most of them targeting the user history.

   We need more than just user history, we need ALL history. Most things on the Overview page should have their own history tracking. Sure, things might be tracked in the activity log - but sometimes we need very specific information that may not be logged at all.

   First and foremost, every one of these fields should have a little icon next to them to display the history of the field. You will also note I have included… more

   5 votes

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   1 comment  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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5. Notes field should be visible and searchable from the main devices page

   It should be visible (selectable from Edit columns on Devices page) and searchable from the main devices page, so I can add something like the location (ex. Tom's Office) or who the user is and I can quickly find that computer based on my comment.

   4 votes

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   0 comments  ·  Asset management  ·  Delete…  ·  Admin →
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6. BackupPC

   We would like to see some free options for backup/restore software, just like we have Splashtop or Anydesk for remote access.

   6 votes

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   0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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7. Feature Request: Allow running / re-running ticket playbooks on existing tickets.

   Feature Request: Allow running / re-running ticket playbooks on existing tickets (or in a ‘simulation’ mode) so we can iterate and debug complex automations faster without generating new test emails/tickets each time.”

   2 votes

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   0 comments  ·  AI Copilot  ·  Delete…  ·  Admin →
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8. Contacts should include a Department Field

   We have clients that require us to bill by Department. It would be great if the Contacts screen had an additional field, that displays right under the the Cusomer Name, "Department", so it is viewable on on the Ticket details screen in the Contact info area.

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   4 votes

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   0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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9. Greater variety of basic reports for non power accounts

   The ability to generate simple reports for a client based on a singular category such as OS Version or a specific hardware specification such as the companies devices RAM capacity.

   4 votes

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   0 comments  ·  Reports  ·  Delete…  ·  Admin →
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10. customer device view back

    When viewing a device for a customer, there is no way to get back to customer devices. Going back goes to ALL devices. That's not funny for administer more devices of same customer.

    1 vote

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    0 comments  ·  Devices  ·  Edit…  ·  Delete…  ·  Admin →
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11. Need to be able to tie assets to a user

    At this time we are using Atera for several things it was not initially designed for. We are using it as an asset management solution as well as the main development and design for what Atera is made for. We are able to add assets and assign them to a user however when we search the user nothing in your current set up lets us see all the assets we have associated to that user.

    10 votes

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    1 comment  ·  Asset management  ·  Delete…  ·  Admin →
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    Under Review  ·  Gil Givoni responded

    Hi,

    We wanted to let you know that your idea is currently under review by our product team. We are evaluating its alignment with our product roadmap and its potential benefits to our users.

    We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.

    Best regards,

    The Atera Team

12. Expand Asset Warranty Support to Additional Vendorsv

    Hi Team,

    Currently, automatic warranty syncing is only available for Dell and Lenovo devices. While this is a great feature, many environments (including ours) consist of a mix of vendors such as HP, Microsoft Surface, Apple (Mac), ASUS, and Acer.

    It would be highly beneficial if Atera could expand automatic warranty syncing support to include these additional manufacturers. This would help streamline asset management, reduce manual data entry, and improve accuracy when tracking warranty status across all devices.

    Even partial support or API-based integration for these vendors would be a valuable enhancement.

    Thank you for considering this request, and we look forward to any future updates in this area.

    Hi Team,

    Currently, automatic warranty syncing is only available for Dell and Lenovo devices. While this is a great feature, many environments (including ours) consist of a mix of vendors such as HP, Microsoft Surface, Apple (Mac), ASUS, and Acer.

    It would be highly beneficial if Atera could expand automatic warranty syncing support to include these additional manufacturers. This would help streamline asset management, reduce manual data entry, and improve accuracy when tracking warranty status across all devices.

    Even partial support or API-based integration for these vendors would be a valuable enhancement.

    Thank you for considering this request, and we… more

    1 vote

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    0 comments  ·  User Interface  ·  Edit…  ·  Delete…  ·  Admin →
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13. ticket sentiment in API

    Ticket Sentiment column is not exposed in API. When running reports, I cant get sentiment column for reporting the negative sentiment tickets

    1 vote

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    0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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14. Granular permissions for Access Roles

    There should be more granular control to allow certain roles to be able to view ticket. As it currently stands, the only ticket options are Access all assigned tickets or Access unassigned tickets. I would like to see the ability to be able to select what tickets a role can see. This would help supervisors be able to only see their department.

    1 vote

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    0 comments  ·  Admin & Core platform  ·  Edit…  ·  Delete…  ·  Admin →
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15. Granular Hardware Mapping (Slots & Ports)

    We need Atera's RMM agent to natively report granular physical device information. Currently, we cannot automatically determine which RAM slots (DIMMs) are occupied/free, or get a detailed mapping of connected controllers (USB, SCSI, IDE) and their corresponding slots and ports. This data is critical for accurate remote inventory management, planning hardware upgrades, and troubleshooting port-level issues without requiring a physical check. Please implement a native function to capture and display this data on the asset page.

    5 votes

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    0 comments  ·  Asset management  ·  Delete…  ·  Admin →
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16. Ticket Titles Lost after Merging Tickets

    Merged tickets have no history of their ticket titles. The ticket activity on the destination ticket just says "Ticket #40346 merged into this ticket" for example.

    The conversation entries are preserved but often the ticket titles will have the crucial information for the issue and they are lost when the ticket is merged.

    1 vote

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    0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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17. disable file transfer data showing for technician

    I have disabled the File Transfer tab in the Atera console; however, it still appears to be visible and accessible to the technical team. For data security and compliance reasons, we need to ensure that no file transfer data is visible or accessible to technicians.

    1 vote

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    0 comments  ·  Other  ·  Edit…  ·  Delete…  ·  Admin →
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18. Include active ticket time entries in contract remaining hours before ticket resolution

    At present, contract remaining hours are only reduced once a ticket is marked as completed or resolved.

    This creates a planning and capacity issue for us managing multiple open tickets for the same customer. Time may already be actively logged against several tickets that are still in Pending or In Progress status, but the contract balance continues to show those hours as still available until closure.

    As a result, the remaining hours shown can be misleading for operational planning and resource allocation. In scenarios where several tickets are resolved at the same time, the contract can suddenly move into over-usage, despite the work having been carried out gradually over time.

    Please allow contract remaining hours to reflect all logged time entries immediately, regardless of ticket status (Open, Pending, In Progress, or Resolved).

    Alternatively, a separate field such as “committed / logged unbilled hours” or “projected remaining hours” would also help accurately forecast contract usage before ticket closure.

    This would significantly improve workload planning, prevent accidental contract overruns, and provide a more accurate real-time view of customer support hours.

    At present, contract remaining hours are only reduced once a ticket is marked as completed or resolved.

    This creates a planning and capacity issue for us managing multiple open tickets for the same customer. Time may already be actively logged against several tickets that are still in Pending or In Progress status, but the contract balance continues to show those hours as still available until closure.

    As a result, the remaining hours shown can be misleading for operational planning and resource allocation. In scenarios where several tickets are resolved at the same time, the contract can suddenly move into over-usage,… more

    1 vote

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    0 comments  ·  Billing  ·  Edit…  ·  Delete…  ·  Admin →
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19. miradore

    Miradore integration

    2 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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20. Email notifications on Public notes when CCd

    Currently no email notification is sent to a technician when they are mentioned in a Public note, this to me sounds like a simple request and is causing members of our team to miss ticket notes that they have been tagged in

    1 vote

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    0 comments  ·  Admin & Core platform  ·  Edit…  ·  Delete…  ·  Admin →
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