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4975 results found
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knowledge base analytics
To be able to report and review these analytics:
clickstream Analysis
Session Tracking
User Authentication (Logons and logoffs)Monitor metrics such as page views, unique visitors, time spent on pages, and search queries within the knowledge base. Identify signals that indicate self-service behavior, such as repeated visits to specific knowledge base articles or extensive time spent on troubleshooting guides.
1 vote -
Agent chat
Please make an option to disable and enable automatic ticket creation the Agent chat that create ticket after two minutes of conversation.
Please, We want to chat with the user and leave the user create the ticket or the IT to create the ticket manually.
We need this option to interact with the user with no limit, please make this happened.
1 vote -
misfunction on Action "Send email to Technician"
Misfunction detected on following scenario:
Rule Trigger: Ticket Requester Responded
Conditions: no conditions
Action: Send an Email To TechnicianThis action only works when just one of the implied users is a Technician. But when implied users are both Technicians, this action doesn't works.
I identified this as a misfunction because on complex helpdesk structures it's needed one Technician to create an incident specifically for other higher level Technicians (incident not related with any "normal" requester, but specifically for internal IT troubles between different Technicians). This way, the important thing here is not related with the Requester role in any way, but the email of AssignedTechnician in order to execute the action correctly.
Misfunction detected on following scenario:
Rule Trigger: Ticket Requester Responded
Conditions: no conditions
Action: Send an Email To TechnicianThis action only works when just one of the implied users is a Technician. But when implied users are both Technicians, this action doesn't works.
I identified this as a misfunction because on complex helpdesk structures it's needed one Technician to create an incident specifically for other higher level Technicians (incident not related with any "normal" requester, but specifically for internal IT troubles between different Technicians). This way, the important thing here is not related with the Requester role in any…
1 vote -
i18n on mail Templates vs Rules
The current implementation on Email Templates vs rules makes it difficult to manage a multilanguage scenario. For N templates representing the same notification in different languages, it's needed to generate 1 rule for each language in order to respond the Requester in an appropiate way on their language. In our case, with an international sctructure of different departments abroad, it's implying an enormous collection of rules than, in essence doing exactly the same thing but in different languages.
I think would be very useful to develop i18n characteristic on email templates vs rules, as explained:
- 1:N relationship on "1 template target topic" : "N language implementations".
- Related views grouped by "Target topics".
- If so, just 1 rule will be needed to manage multilanguage scope about an specific trigger. I mean, when I create rule, Atera will implicitly manage "reaction to" multilanguage scenario, always based on the language of Requester on their profile. An example: For an specific Rule "X", when Atera notifies to the Requester (or Technician), it will evaluate the language on his profile, and will make use of templates for this language.
The current implementation on Email Templates vs rules makes it difficult to manage a multilanguage scenario. For N templates representing the same notification in different languages, it's needed to generate 1 rule for each language in order to respond the Requester in an appropiate way on their language. In our case, with an international sctructure of different departments abroad, it's implying an enormous collection of rules than, in essence doing exactly the same thing but in different languages.
I think would be very useful to develop i18n characteristic on email templates vs rules, as explained:
- 1:N relationship on "1 template…
1 vote -
Tab based system to view tickets
When you click on a ticket to read it, it opens it in a tab at the top of the screen and pauses time tracking for every ticket except the one you are viewing.
This would be useful for comparing information between tickets without having to open multiple browser tabs.
1 vote -
Audit Log via API
The ability to access Audit Log from API or atleast export and send via email on a schedule.
9 votes -
Change Customer Notes to a multi-line text block
As it is now, the Notes feature in the Customer view is nearly useless. Having to type everything separated by commas or slashes is an ugly solution to a problem that shouldn't exist.
Please let us create multi-lined notes within that block so we can use it more efficiently. And please, allow us to separate notes by pressing Enter to insert new lines.
5 votes -
Splashtop Headless Support
Splashtop appears to support headless displays, but not the version within Atera. Request to upgrade Splashtop within Atera to support Headless displays as that trend continues to grow.
5 votes -
On devices page have a relationship (contact) column and customer column to show who the device belongs to.
On the devices list, show a column for what contact and customer that devices belongs to.
The relationship field is important and this uses the contact details for who this device belongs to, some devices are being logged into as a generic username or maybe being logged into using old details, therefore for the username field can be unreliable.
5 votes -
Bread Crumb Trail
Would be a nice feature to have a bread crumb trail at the top of the window for navigating up one more more levels.
In some instances within sites or reporting, the back button is not useful. Only option is to go back to the left menu and start from the main menu item.
5 votes -
View Button in Knowledge Base
When attaching images in the Knowledge Base, The only option is to download or delete the attachments. It would be nice to view the images and see what has been attached instead of downloading it locally to the computer.
5 votes -
Ticket Status Colours
I would really love other colors when you add a new Ticket Status.
As of right now, it's only possible to select Open, Pending, Resolved and Closed. Which grants either blue, orange, green, red or gray colors. Would love to have something like purple to make it stand out and look similar to other categories.3 votes -
Add e-mail signature manually
There currently is no way to add the e-mail signature again once it's been deleted.
It would be nice to be able to simply click a button to get it back, instead of having to go back to the ticket list and opening the ticket again.
Even better:
the ability to choose between several signatures4 votes -
Define Standard Device Folder Structure For multiple/all Customers
I would like to create a "default" Device Folder Structure that can be deployed to all or multiple customer without recreating it every time.
2 votes -
New internal note alert
Alert by email the technician that a new internal note is added to his ticket.
22 votes -
Scheduled Ticket Reply Functionality
Idea Overview:
The core of this proposal is to introduce the capability for users to draft ticket replies and schedule them to be automatically sent at a later time. This feature would be invaluable for managing communication outside standard business hours, allowing for strategic planning of responses to ensure they are delivered at the most appropriate times without manual oversight.
Benefits:
Improved Efficiency: Users can manage their workload more effectively by drafting responses when convenient and scheduling them for optimal delivery times.
Enhanced Work-Life Balance: This feature supports a healthier work-life balance by accommodating work schedules, especially for those who prefer or need to work outside traditional hours.
Client Satisfaction: Scheduled replies can help maintain timely and consistent communication with clients, improving their overall experience and satisfaction.
Operational Flexibility: It adds a layer of flexibility in handling tickets, enabling a more strategic approach to communication and workload management.
Implementation Consideration:
We understand that new features require careful planning, development, and testing. However, we believe the scheduled ticket reply functionality aligns well with Atera's commitment to enhancing user experience and operational efficiency. It could be integrated into the existing ticketing system with options to set specific dates and times for each reply's delivery.Conclusion:
Adding a scheduling feature for ticket replies could be a game-changer for many Atera users, offering a new dimension of control and efficiency in managing client communications. We are excited about the potential benefits this feature could bring to the Atera platform and its user community.Idea Overview:
The core of this proposal is to introduce the capability for users to draft ticket replies and schedule them to be automatically sent at a later time. This feature would be invaluable for managing communication outside standard business hours, allowing for strategic planning of responses to ensure they are delivered at the most appropriate times without manual oversight.
Benefits:
Improved Efficiency: Users can manage their workload more effectively by drafting responses when convenient and scheduling them for optimal delivery times.
Enhanced Work-Life Balance: This feature supports a healthier work-life balance by accommodating work schedules, especially for those who…
1 vote -
Use Atera servers as monitoring agent
Would be nice to be able to set up an Atera server as the monitoring agent for website for example.
Atera's servers are much more reliable that what we have in house for example. Would be nice to set that up as a monitoring agent10 votes -
Search device notes
It is critical that when I search my device list, it includes the Notes field for each device. I put relevant notes about where the device is or who is using it in that field. My device naming convention is random and ordinal making it confusing if I don't read/have the notes.
6 votes -
Atera Hosted SIEM
Atera Hosted SIEM: smaller healthcare clinics, they would like to have the SIEM built in. little agent that is on the computer and its only purpose is to record and checks for vulnerability – makes a record of everything you are doing on the computer (Websites you're going into, connected to the shared, used an app to open), sort of like auditing tool. Something that you can use to catch security breach. It’s becoming more and more important.
7 votes -
more customisation of portal
More options to customise or brand customer portal. Backgrounds, colours, advertising
22 votes
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