258 results found
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Ability to access passwords section for each client
On mobile app it would be very useful to access the password section for each customer. Currently have to use web based version on phone which is not ideal.
56 votes -
new ticket alert via email
When an end user opens a ticket and when it shows in the tickets on the dashboard, we the technician should receive an alert or email.
Right now, we have to keep checking to see if a new ticket is opened. Please make it so we are alerted when a new client ticket arrives.1 voteHey,
This is avalibale via our ticket automation rules!
Please check out this KB: https://support.atera.com/hc/en-us/articles/217533918-Set-Up-Commonly-Used-Ticket-Automation-Rules#h_01F23JP9DWJBHVV0NJCQVPCRPC
If you need further assistance please reach out to our support team via email (support@atera.com) or live chat.
Hope this helps!
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Set tickets that are being replied to after being Closed to Reopened status
When a customer replies to a closed ticket the ticket then reopens and the Ticket Status is marked as Open. Would like a Ticket Automation Rule that will set tickets that are being replied to after being Closed to a Reopened status. We can then set up another rule to email the Technician the ticket was reopened. This will also be easier for us to track how many tickets have been reopened.
1 voteHey Bill,
Today, there already exists an automation rule to reopen the ticket (feel free to look at it under Admin > Ticket Automation Rules).
You can simply add another action to that rule to email the technician (action -> send email to technician) and attach an email template you've created.
I'll attach 2 relevant KBs but feel free to reach out to our support team via email or live chat if we can further help out!
https://support.atera.com/hc/en-us/articles/217598427-Create-Email-Templates-
https://support.atera.com/hc/en-us/articles/360018434920-Ticket-Automation-Rules
Hope this helps!
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Canned Alert Types
We're consider adding the following canned alerts types:
•Blue screen of death
•Site is down
•Application crashesThe sky's the limit here. What types of alerts would you like to see?
82 votes -
Customized Mac agent installer
Improving the Mac agent installer, with a simple option for customizing the installer per customer.
80 votes -
Bitdefender Integration
An integration with Bitdefender, a global leader in cyber-security
79 votes -
Tickets: Internal Notes as Default and Not Use Emails
Ability to choose "internal notes" in ticket as default and not use the "email" part.
46 votesHey everybody,
I'm happy to share that we've just released the ability to change the default ticket response type!
You can do so by navigating to Admin > Settings > Tickets and switching between a public reply and an internal note.
This can help those of you who mainly use internal communication, or if you simply want to stay on the safe side of things and not message your users accidentally.
Thank you very much for the suggestion and we hope you benefit from this new feature.
All the best,
Yakov
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Patch Management Failure Report
Provide Additional Failure Info. At the moment we can not see much information, more log info is needed for the user running the job so we can troubleshoot it internally, it’s probably the command we are running, this will be extremely useful
51 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Redesign Client email vs Private note layout.
The selector for adding a private note vs sending the user an email should be next to the area where you write the note/email NOT at the top of the page, which with long tickets could be way off screen.
The display for a private note should be VERY different to the email one so it is 100% clear that you're in private note and not email client mode. The email fields should disappear at a minimum. I would also say that the screen area should change colour and a private watermark or title should appear.
52 votesHey all,
I am happy to let you know we've improved the navigation between Public replies and Private notes in the new ticket GUI!
The switch is now directly within the context of the text area, and we're also saving you 1 click each time for the switch :)
I've added a screenshot for your convenience.
Hope you enjoy the new page,
Yakov
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Calendar Integration
The ability to integrate your personal or shared calendar to Atera (Office365 or Google) in order to create calendar events from within a ticket and see the scheduled event from within the ticket in Atera.
54 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Atera's Office 365 Calendar Integration
Atera's Google Calendar Integration
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target specific folder on agent deployment
ability to target folders within a customer when deploying agent with a flag or custom MSI. We deal alot in education and re-image devices yearly so we have to constantly delete devices then manually move them to the correct folders. Where as if we targeted the device with the correct flag or msi it would then auto add to that folder. It would also be nice to be able to set it so if in that folder a duplicate device name is found to merge the two together.
49 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Add the time an alert was actually cleared to historic resolved alerts
Please add the time an alert was actually cleared to historic resolved alerts.
When investigating a repeating issue, I need to see when the issue occurred, when it cleared and the duration.
49 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
The alert resolution timestamp was added when hovering over the resolved status of an alert.
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Adding the custom fields into the Auditor Report
We have added custom field like Warranty Expiry Date, Leasing Agreement No and Leasing Due Date. It will be good to have the data of these custom fields to be included in the Auditor Report when we extract them into Excel. It will be very helpful to keep track the warranty status and leasing status of the workstation fleets. Thank you
26 votesHey everybody,
We're happy to announce we've released your feature request and now you will be able to see custom fields in the Auditor Report.
In addition, the custom fields will be presented in the Auditor report exported PDF or Excel files.
Thank you for bringing this request to our attention, hope this makes your day to day easier!
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More granular technician time entries and reporting
It would be good to be able to run daily, weekly, monthly time reports etc that break down the technicians billable, productive and non billable time. For example 'billable' would be a standard rate for that client, 'productive' would be more for things to show the technician is doing work but might not necessarily be billable to the client such as pre-sales, internal documentation etc and non billable would be things like admin, emails, meetings etc.
Currently there is only the 'billable' tick box which isn't helpful really unless they're only doing billable work.48 votesHey,
This is possible via Atera's advanced analytics tool, by building a report on the "Workhours" data.
For more information please refer to the following KB: https://support.atera.com/hc/en-us/articles/6411995254172-Create-advanced-reports
Also, here's a webinar on the matter: https://www.youtube.com/watch?v=NlnANqrl4yA
Feel free to contact our support team for more help on this.
Hope this helps,
Yakov
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send reports as pdfs
Please have automated reports send the file as a pdf instead of a link requiring you to sign in. Or both. We want to be able to send reports to our clients, but right now we have to send them to a technician who opens each one, saves them as a pdf, and then emails them to each client. It is time-consuming. We can't email them directly to the client as none of them use Atera and it makes them log in which confuses them.
37 votesThanks for voting and contributing to Atera! Sending a report PDF file via email is now available with Advanced Reports.
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Alert Monitoring Overhaul
Enhanced reliability: Eliminate false alerts
Quicker receipt of first alert: Reduce time from a few minutes to a few seconds of the threshold breach.
64 votes -
Clone Automation Profile
The ability to clone automation profiles.
21 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Improved QuickBooks Integration
What would your perfect QB integration look like?
What can we add here or improve upon?
58 votes -
Allow customized Windows Updates Deferment
In the Patching section, allow us to configure in the console the ability to customize the end-user experience. Users should be able to defer reboots up to X number of times and then after they reach that amount, have a window that can not be closed out that stays on-screen with a countdown timer of a customizable amount of time. This is standard in enterprise environments and is a courtesy to end users. Also, allow us to brand the window. It is all reg keys.
41 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Please check out the Windows Updates restart options in the kb article below:
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Ticket automation rules - Email description
Notify technician when a ticket is assigned: Send an email with ticket description.
Currently notification only shows a ticket number.
15 votesHey,
This is currently possible using our ticket automation rules and email templates.
By adding the "{[User Last Comment]}" snippet to your email template, you will be able to get the 1st comment (the intiial description) sent by the user.
All you have to do then is to set a ticket automation rule to send you that email template upon ticket creation.
I would also recommend to set up the automation for tickets where the source =/= phone or alert.
That way, you might recieve less irrelevant emails.
If you have any questions regarding this, please reach out to our support team via live chat or email (support@aterea.com)
Best,
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