258 results found
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mobile app customer signature
Allow a customer to sign for work completed. We go onsite to do work related to a ticket and once complete would be good to be able to get the customer/onsite contact to sign via mobile app to acknowledge work completed. This can be done via main web portal for touch devices but utilising the app for this function would simplify the process. This also gives us confirmation that work done and can be proven when or if a customer queries especially when the works invoiced.
32 votes -
Add a resolution field to the ticket
When closing the ticket - it throws up a box where you can enter the fix/resolution for the ticket. Perhaps add tagging options to make it searchable. This would be helpful for tickets with long threads of communication between the user and technician and simplify finding the resolution for an issue.
25 votesHey all,
Happy to annouce that we've added the ability to add resolutions to tickets!
This will help you in visibility when going back to tickets you've worked on in the past, and will also be tied to an so-to-be released development that helps with the creation of KB articles from tickets.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/12955402321564-Ticket-resolutions
Hope you enjoy this new improvement,
Yakov
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Way to update Software inventory manually
Right now if we want to automate software installation or patching, we usually write a script to silently install software and have it run on relevant devices.
The issue is that the Atera Software Inventory only updates every 24 hours. It is therefore not possible to ensure that the installation script ran correctly. If the computer then shuts down and is offline for weeks, there is no way for us to ensure that the software installation was actually successful. We need an offline software inventory that can be manually updated. In the worst case the solution should at least be…
30 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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2FA - Trusted Devices
We're adding a 'Trust this device' checkbox at login so you can skip entering the code on regularly used devices.
52 votes -
Ticket filtering on the mobile app
Currently you see everybody's tickets, which makes sense for a one-2 man show.
For us however it doesn't make too much sense.10 votes -
HTML Editor for Email Templates
Option to view the HTML Editor for Sumernote added to toolbar its only add 1 tag more in the code
codeview: toggle wysiwyg and html editing mode
https://summernote.org/deep-dive/7 votesHey,
We're happy to annouce the HTML editor is available for Email Templates!
We hope this ability will serve your communication with users well.
Yakov
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Hide priority and impact from the portal
When creating a ticket there is a ticket priority and ticket impact. Confusing for our customers using the portal as they are almost the same thing. Can the options be changed or hidden?
32 votesHey all,
Happy to let you know you can hide both the deafult and the custom fields from your users in the portal
Follow this KB for the relevant steps: https://support.atera.com/hc/en-us/articles/211833798-Configure-your-Customer-Portal#EditticketfieldvisibilityintheCustomerPortal
Hope this helps!
Yakov
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Correct mobile phone call bouton for user contact
There's a field error between phone number and mobile phone number in the Atera mobile app.
I have to specify mobile phone number in the phone number field to be able to call my customer from the Atera mobile app.4 votes -
Better Scripting Interface
In other RMM tools I've used in the past, quite often their scripting interface has language checks, colouring, formatting checks, etc. Atera's scripting interface looks like a Notepad document.
It would be a really nice quality of life feature to improve the feel of the scripting interface :)
26 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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The ability to white label the Favicon in the Customer Portal
Please allow us to customize the favicon in the customer portal
7 votesWe're happy to account that the ability to customize the browser tab icon (favicon) for the Customer Portal is now available!
You can do so by navigating to Admin > Whitelabel > Company Icon.
We hope you enjoy this new ability and find it useful.
Yakov
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Hide excluded patches in dashboard
If a patch is marked as excluded. We don't want to see it in the dashboard.
15 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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AnyDesk Integration
An integration with AnyDesk, a leading remote access provider, available for Power and Growth subscribers (at no extra cost).
46 votes -
Mobile App
This is totally open ended. What features and functionalities are a must here? No need to say 'ticketing'….happily it's being developed as we speak.
46 votes -
File Transfer
The ability to remotely view your customers files and upload any of your own files directly into your customers' folders, as well as download any file from their folders.
45 votes -
Comments in Customer Satisfaction Reports
Customer satisfaction survey report does not include the comments added by the customers when they include the rating. This can only be visible from the ticket itself.
It would be nice if the MSP could have a button to select "include all survey comments" for better reporting ( similarly with the 'remove retired devices' button ).23 votesHey,
This is currently possible using Atera's advanced analytics tool.
In order to build a report where the satisfaction comments are visible, simply choose the "ratings" table when building the report.
I am attaching a quick prototype that can be done within seconds. Of course, you can add filtering and additional data (based on Customers/Sites, technicians, ticket open dates etc.)
Feel free to read this KB if you'd like to learn more: https://support.atera.com/hc/en-us/articles/6411995254172-Create-advanced-reports
Yakov
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custom fields
hello,
we would like to set the custom field from the mobile App
it's currently not implemented
Br9 votesWe are happy to inform that based on your suggestion, we recently released a new version with the option to view and change the custom fields in a ticket.
Thank you for your vote!
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Customers' Page Improvements
View all your devices and tickets within the 'Customers' page.
42 votes -
Run a report on Ticket Properties
run a report on Ticket Properties, so we can show a customer how many and what type of tickets they are logging, This will show what staff training is required in a particular area.
25 votes -
Technician load management
We would like to add a graph to the Dashboard showing how many Active Tickets each Technician has. This would allow us to identify busy technicians and re-allocate load to quieter technicians.
12 votesHey all,
I am happy to share we've introduced a way to manage technician load balancing in Atera.
We spoke to multiple users and rather than opting for a dashboard widget, decided to give you the simplicity of quickly seeing the load balance while assigning technicians in the different technician assignment dropdowns in the system.
We hope you enjoy this new addition!
Yakov
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Search for Keywords from within the ticket
Ability to search a keyword from a ticket. Right now we can only search from ticket title; need from the content of the ticket (emails, internal notes)
14 votesHey,
This is possible, I am attaching a screenshot for your convenience.
Best,
Yakov
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