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  1. The old scheduler was in 24H format, the new scheduler goes back in time and is only configurable in freedom units. (AM/PM)

    Can you please give the option to use a modern standard, or make it configurable? The same goes for the date notation. In Europe we work with day/month/year, not month/day/year.

    11 votes

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  2. When a "requestor" adds a ticket in the system, it is quite very helpful to be advised by the number of already opened tickets in the system , so he/she will know how many cases the technicians have to deal with before start working to theirs.

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  3. Can we please have a different Billing email address to the primary contact email address?

    12 votes

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    1 comment  ·  Billing  ·  Admin →
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  4. Agent should be generic name or allow branding

    White Label branding is in nearly all competitors products to allow branding! Atera should also allow customizing and branding or generically displaying the install program name and folder name, as well as in the Apps and Add Remove Program Files.

    Instead of “Atera” under Program Files or Program Files (x86), or the Apps and Add Remove Program files use something like "ITSupportAgent" or “CompanyNameSupport” Customers see the Atera program and do not know it and uninstall it. If it was the IT department or service providers name they would recognize it.

    Branding…

    14 votes

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    1 comment  ·  Agent  ·  Admin →
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  5. Is it possible to allow the current API ton include Serial Number, Device Manufacturer, or Device Model.

    4 votes

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  6. I don't like how the text box, when typing notes/replies, has to either be Fullscreen or letterbox style.

    I just want to be able to drag the text box to make it longer, rather than have to bounce in and out of Fullscreen.

    2 votes

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  7. The Network Discovery function is a very powerfull tool. But in complex and not structured scenarios there are lot of "known" devices where it is not possible to manage SNMP configuration or instlla the Agent (ie. Bank credit card readers, Telphone carrier managed routers, Known guests-users' laptops, Fiscal printers, etc..). In these cases shuold be very usefull to select an Unmonitored device and add it as a pre-defined Custom Asset (or Generic) by automatically filling the existing fields (Device type, MAC, Manufacturer, etc..) to monitor on/off line status.

    By adding this functionality it will be possible to have a comprehensive…

    10 votes

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  8. Currently there is a permission option to view other technician ticket but there should be an additional permission (on and off) for a technician ability to close tickets that don't belong to them.
    SLA, time entry and CSAT are linked with ticket owner and tech should not have the ability to close ticket on behalf of another technician. Only team leader or Admin should have this ability. We want all our tech to view all tickets, as when a customer calls and if the tech is not available, they can provide update to client. But technician should be restricted from…

    5 votes

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  9. 2 votes

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    0 comments  ·  Tickets  ·  Admin →
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  10. No notification sent to copied parties on ticket if primary customer does not use "Reply All" when they respond to a ticket via email or if they delete email recipients from email response.

    You cannot rely on the customer to click on "Rely All", if you do and there is another party that needs to be included for example an escalation with their manager or a "cover your butt side", they will not receive the communication reply to the ticket.

    I have had a recent incident whereby the primary removed their manager from the "Reply All" email, so it wasn't…

    1 vote

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    0 comments  ·  Admin →
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  11. We should be able to customise menu of the agent tray icon. Also change the language to follow the OS..

    36 votes

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    3 comments  ·  Agent  ·  Admin →
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  12. Have the ability to set approval workflow for articles in knowledge base. Suggested status would be: "For approval", "Approved", "Rejected".
    "For approval" and "Rejected" shouldn't be visible in customer knowledge base in customer portal, but "For approval" should be visible in internal knowledge base in Atera, for selected roles. Admin-roles should be able to see everything in Atera.

    Also be able to set who can approve and who can submit for approval, lets say for internal knowledge base Tier 1 technician can only submit, but admin can approve and reject. For customer knowledge base selected customer end user (preferably IT-manager)…

    5 votes

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  13. When creating a ticket as a technician, be able to override the required fields so that they are not required.

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
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  14. Automatically install ONLY defender security updates so we can create a patch automation just for this. It would be super handy for clients who don;t have the money to buy paid antivirus and adds value to us as their support solution.

    4 votes

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  15. Bitdefender needs to have an uninstall password DURING deployment. I spoke with BitDefender and they said to allow local management and then add the password and then change it back to cloud managed. Not having this functionality in the cloud to set per customer is unacceptable.

    4 votes

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    0 comments  ·  Bitdefender  ·  Admin →
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  16. 6 votes

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  17. A lot of spurious tickets and alerts get created and are intermingled among legitimate tickets and alerts. Selecting all, although easy, is out of the question. While clicking through several tickets and alerts quickly, the check box is easily missed. The check box size itself is fine, but it would be nice if the hot spot around the check box were larger.

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  18. Would like to suggest when delete the device prompt asking to key credentials 1 more time to confirm delete it.

    Current only have option prompt NO \ YES when delete the device , but some how wrongly click for human error. recommended add the 1 more layer when delete the device prompt key the Atera login password to double confirm remove it.

    3 votes

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    0 comments  ·  Devices  ·  Admin →
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  19. Add a column option in the devices list that shows the "Notes" custom field

    1 vote

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    0 comments  ·  Devices  ·  Admin →
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  20. Download Atera admin app on laptop or PC

    7 votes

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