5038 results found
-
Ability to write on the ticket when a technician is on a phone call so it would stop the SLA
Ability to write on the ticket when a technician is on a phone call so it would stop the SLA. Right now, there is no way of doing it so our technician need to send a follow-up email to the client so it stops the SLA from within Atera.
2 votes -
Add emails field to customer Portal form for users to include emails for others they want to include on the helpdesk chain
Users need to be able to add additional email persons to the ticket (such as supervisors) so they can be included in the helpdesk email chain.
1 vote -
Agent Summary Errors (Details)
Receiving emails which is cool, but need a way or a details list of what the errors mean. And then maybe what sollutions can be followed to resolved the error messages on the Agent Summary.
1 vote -
Custom email alerts to customer/contacts
Ability to create and send custom email/text alerts to customer/contacts
6 votes -
Phone system integration for tickets
Phone system integration for tickets
5 votes -
recent processes
Provide more granular permissions in roles to allow us to select Recent processes as its own option instead of having to grant classic reports to everyone.
5 votes -
4 votes
-
Allow internal IT departments or customers access their own folder
Have the ability for the customers internal IT department to have access into their own customer in Atera.
2 votes -
Mobile App: Start/Stop/Restart Windows Services on a device
Mobile App: Start/Stop/Restart Windows Services as well as set startup type on a device.
16 votes -
Device Import for onboarding new customers
I keep asking for this and seems like an easy lift. When I onboard new customers it would make life so much easier if I could import customer device inventory into the system. Some of my customers have 100's of devices and it is time consuming to add them one at a time!!
3 votes -
Removal of Knowledge Base from Customer Portal
Would like to have the flexibility to remove the knowledge base from within the customer portal.
3 votes -
Email notifications when agent is installed or uninstalled, now and not later!
Since we've been waiting for years for get basics in a RMM like password protected uninstalls of Atera agents, and with Atera being used to track the number of devices that might need to be used to invoice a customer for support, we need an immediate stop-gap measure of ability to get an email notification or generate a report of when an agent is installed or uninstalled compared to a previous date.
Counting 1000's of devices between customers and comparing it against a list of 1000's of devices on those customers previous billing cycle is insane.
Do this right away,…
3 votes -
Auto CC or BCC Email Addresses on Ticket Replies
It would be good to have the ability to always cc or bcc ticket replies from an agent to an email address.
4 votes -
API: Find out if a time entry has been invoiced
NEED:
We need to be able to verify through API the INVOICED (True/False) of any time entry.EXPLANATION:
Currently, the only way to find out whether a billable time entry has been invoiced is to run the "Timesheet Report", export everything (because you can't filter by billable and invoiced status), export to excel and filter.WHY:
We came across multiple instances where we have an old time entry that someone did not make it to invoicing and doesn't show on the invoice batch screen. Being that THE HEART OF MSP business is to bill for time spent, we need to…5 votes -
New ticket status as canceled
Please can you add canceled status, For the tickets that do not apply or other matters.
1 vote -
Alerting - Acknowledge (ACK) and Standard Down Time (SDT)
Have switched from LogicMonitor and we have multiple accounts for multiple MSPs. Would like to request these features if not already requested or considered.
- Alert Frequency - Ability to set the frequency of the alerting. This is extremely useful if you sleep through a few alerts.
- The ability to Acknowledge alerts for alerts that could wait some time.
- The ability to set alerts as Standard Down Time with a number value in hours (i.e. SDT 4). This would suppress the alerts for 4 hours.
1 vote -
API Key - restrict by IP or FQDN
Configure the IP or FQDN that the API Key can be called from.
6 votes -
Allow us to place Fields anywhere in Ticket and be able to remove Product Family
Allow us to place Fields anywhere in Ticket and be able to remove Product Family
3 votes -
More visibility for when an agent is offline
More visibility for when an agent is offline. For example, out of 35 devices are working fine, 5 devices that are not, and i have 0 visibility to see why, so i'm in a blind spot where the customer is telling me that it is online and trying to reach out to Atera AWS site but i have no visibility. Need better ways to view the logs and i can't troubleshoot.
3 votes -
Allow non-admin user to create device folder under site
Currently only an admin can create folders under Customers Tab->CustomerName->Devices. Could you add the ability to assign permission to a normal user to do this? Assigning Full Admin rights to 1st line support engineers just so they can create a folder is not a good idea.
1 vote
- Don't see your idea?