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  1. When building the criterias of a ticket automation, it would be most helpful to have a "TEST" button to find out which tickets are being captured by the filters we built to make sure it is working as expected.

    Also it would be helpful to see what "changes would have been made" if the rule was turned on.

    So a press on the "TEST" button would display something like:

    Ticket #1234: change status to "Closed", email blah@company.com
    Ticket #1256: change status to "Closed", email blip@company.com

    etc.

    17 votes

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    0 comments  ·  PSA Tools  ·  Admin →
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  2. It appears that a couple of filters are missing in the system. Currently, we can only run reports based on ticket impact, source, and priority.

    However, there are no options available for product family or products. This limitation results in vague reporting, as we are unable to determine the volume of tickets for each product.

    I strongly believe that incorporating this feature into Atera's advanced reporting is crucial for better analysis and would enhance our reporting stats for businesses.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  3. The network discovery option should be a free option.
    Now we run a free tool on a customer device. There are so many free tools which are doing a excellent job in network discovery. Very strange we have to pay for it separate in Atera. Realy don't understand this choice.

    92 votes

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  4. I have custom fields under my customer accounts for example: cloud based backups tick box, Eset Antivirus tickbox.

    I would like to be able to click the customer list and then filter the list to show me all my customers that I resell Eset to or to show all my customers to whom I provide cloud based backups for.

    Being able to filter customers by just country or rank is not enough

    2 votes

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  5. Add the ability to add time to a ticket via API

    POST /api/v3/tickets/{ticketId}/timeentry?

    3 votes

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  6. Actually, the Scheduler is really useless for us (and i think for most of your customers).

    We have the following patch schedules:

    Test: Thursday in PatchDayWeek
    Pilot: Thursday in PatchDayWeek + 1 Week
    Prod: Sunday in PatchDayWeek + 2 Weeks

    At the moment there is no option to get this running automatically.

    Perfect would be:

    Run X (Day, Week, Month) after Plan X

    Or Run X (Day, Week, Month) after 2nd (weekDay) of Month

    Any other ideas/solutions?

    1 vote

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  7. I added a couple of custom fields to our Contacts. Would be great if we could bulk import the details with a CSV file.

    2 votes

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    0 comments  ·  Customers  ·  Admin →
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  8. Add a Mobile Phone column to the Contacts CSV Import template and make sure it populates the Mobile Phone field in Customer Contacts.

    2 votes

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    0 comments  ·  Customers  ·  Admin →
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  9. Overall we're happy with Atera, but I after migrating from a competing solution I think the agent installation package could be enhanced. It would be better for everyone if perhaps the ability to opt into Helpdesk and/or Chat with a checkbox be added to the installer. Additionally if done silently, with a command line switch. It would also be handy if one could pre-register the HelpDesk for contacts. These enhancements would improve efficiency greatly.

    2 votes

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    0 comments  ·  Agent  ·  Admin →
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  10. Bring back Alphabet filter on the customer view

    14 votes

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  11. There is no way to retrieve the Technician ID required for assigning an agent to a ticket through the current endpoints for Creation and Update.

    Expose Technician ID in an endpoint
    Expose Technician Email in an endpoint.

    This way we can scale atera into allowing our software to directly assign an agent depending on their skill set.

    1 vote

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    0 comments  ·  Admin & Core  ·  Admin →
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  12. The product is missing details in its update report that requires fixing.
    There are no details as to which patch was updated or failed. Only says it was updated or not.
    This happens for both OS updates and Software updates.

    Please fix this as soon as possible.
    It's a bug.

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  13. It would be great if there were the ability to select two choices under Window Update restart configs. The idea being, I have windows updates under Automation scheduled to go at 11 pm every Thursday. My configuration policy is currently set to Allow end users to control device restarts. This is because my end users computers are not always online at 11 pm. So when the computer comes back online the next morning the update policy kicks in and then starts prompting the user. The problem then becomes updates wont reboot the computer the night before because of those prompts…

    2 votes

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  14. The ability to monitor file shares.
    Maybe by selecting a monitor agent,
    and giving a network path.

    2 votes

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    0 comments  ·  Alerts  ·  Admin →
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  15. We need the ability to deploy bitdefender and acronis cyber protect agents in Mac devices through Atera like we can on Windows.

    14 votes

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    0 comments  ·  Bitdefender  ·  Admin →
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  16. I would like an option that if it wasn't resolved after so much time to email another address (escalation@domain.com). I know I can do this with tickets with a beta feature, but I don't normally use tickets

    1 vote

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    0 comments  ·  Alerts  ·  Admin →
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  17. When linking a calendar entry, [Atera #(Ticket Number)] needs to be in the calendar entry to link it to the ticket. This disrupts the whitelisting ability because we cannot invite customers to the calendar entry without them seeing "Atera" in the title. Please give us the ability to change the Ticket Name Convention to be what we want it to be.

    1 vote

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    0 comments  ·  Tickets  ·  Admin →
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  18. Create contact and assign multiple devices to that contact

    85 votes

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    11 comments  ·  Devices  ·  Admin →
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  19. Filter out offline devices from the patching report so we can get a more accurate report

    3 votes

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    0 comments  ·  Reports  ·  Admin →
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  20. We neet to be able to run an asset report for our clients (and ourselves). It should include the devices along with the custom assets since devices are assets as well.

    8 votes

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    1 comment  ·  Customers  ·  Admin →
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