5077 results found

1. Internal Tickets

   Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

   We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

   We would like them NOT to email any info to the client about these internal-only tickets.

   We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

   We also created a ticket view to see these internal tasks (Quotes, Etc)

   Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

   We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

   We would like them NOT to email any info to the client about these internal-only tickets.

   We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

   We… more

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   0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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2. Contract permission

   Currently, only Fully Admin accounts can update, edit, or delete Contracts.
   However, I have an Admin account, and I would like it to have the permission to manage Contracts as well which it could help me to maintain all the contracts in the system.

   1 vote

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   0 comments  ·  Roles and Permissions  ·  Edit…  ·  Delete…  ·  Admin →
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3. invoicing

   For me to complete my trial and actually start paying several hundred dollars a month to Atera, I MUST have:

   A. some sort of input to Atera as what the invoice number will be when synced to XERO

   B. The ability to ensure that my payment details appear on my invoices to clients - how the hell do they know how to pay me?

   C. the ability to add my TAX ID (ABN/VAT/etc) to the invoice as required by law in my country

   D. Dates on invoices to be in anything but MM/DD/YYYY - whilst I may understand it, my clients (DD/MM/YYYY) will not

   For me to complete my trial and actually start paying several hundred dollars a month to Atera, I MUST have:

   A. some sort of input to Atera as what the invoice number will be when synced to XERO

   B. The ability to ensure that my payment details appear on my invoices to clients - how the hell do they know how to pay me?

   C. the ability to add my TAX ID (ABN/VAT/etc) to the invoice as required by law in my country

   D. Dates on invoices to be in anything but MM/DD/YYYY - whilst I may understand it, my… more

   3 votes

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   2 comments  ·  Billing  ·  Delete…  ·  Admin →
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4. Can we get a feature to send out an SMS for P1 / P2 tickets

   Can we get a feature to send out an SMS for P1 / P2 tickets

   1 vote

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   0 comments  ·  Alerts  ·  Edit…  ·  Delete…  ·  Admin →
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5. script macOS as User

   Hallo und Guten Tag!

   Wir haben unter macOS das Problem das wir Skripte benötigen die auf Benutzer / Angemeldeter Benutzer laufen. Dieses ist sehr wohl unabdingbar bei Automatisierungsaufgaben und Ticketbehebungen. Leider laufen unter macOS über Atera nur Benutzer als System was absolut unzureichend ist. Momentan müssen wir uns auf die Systeme per Splashtop oder Teamviewer aufschalten um diese Aufgaben zu erledigen. Der Mehraufwand ist immens. Dieses sollte eigentlich ein gutes RMM / PSA System können. Wir benutzen bei Atera die Superpower inkl. Copilot. Also nicht die kleinste Variante. Wir bitten um schnelle Lösung.

   ---

   Hello and good day!

   We have a problem on macOS that we need scripts that run on users/logged-in users. This is absolutely essential for automation tasks and ticket resolutions. Unfortunately, on macOS, only users run as a system via Atera, which is completely inadequate. At the moment, we have to connect to the systems via Splashtop or Teamviewer to complete these tasks. The additional work is immense. A good RMM/PSA system should actually be able to do this. We use the Superpower including Copilot on Atera. So not the smallest variant. We ask for a quick solution.

   Hallo und Guten Tag!

   Wir haben unter macOS das Problem das wir Skripte benötigen die auf Benutzer / Angemeldeter Benutzer laufen. Dieses ist sehr wohl unabdingbar bei Automatisierungsaufgaben und Ticketbehebungen. Leider laufen unter macOS über Atera nur Benutzer als System was absolut unzureichend ist. Momentan müssen wir uns auf die Systeme per Splashtop oder Teamviewer aufschalten um diese Aufgaben zu erledigen. Der Mehraufwand ist immens. Dieses sollte eigentlich ein gutes RMM / PSA System können. Wir benutzen bei Atera die Superpower inkl. Copilot. Also nicht die kleinste Variante. Wir bitten um schnelle Lösung.

   ---

   Hello and good day!

   We have a… more

   2 votes

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   0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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6. Hebrew wrong translation for Impact dropdown

   In Impact (השפעה עסקית) in Hebrew it says
   נמוכה

   but:
   בינוני
   גבוה
   קריטי
   (should be בינונית + גבוהה+ קריטית)

   1 vote

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Edit…  ·  Delete…  ·  Admin →
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7. Ticket Template - Improvements

   1. Proper Template based form -
      a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
      The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

   2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I can do most of the forms that I need without multiple selections. This would be SUPER helpful.

   3. Core fields flexibiltiy -
      Ability to remove some of the core ticket fields. They are not necessary and just clutter the ticket template. Product category, etc. They will also just confuse the end user.

   4. Default field value -
      Ability to set a default value for a field, date, Department, etc. That way you could have different variations of a single form that is pre-filled with a lot of the appropriate information

   5. Save prefilled templates -
      Ability to store a prefilled template per user so if they create a template they can reuse it. Maybe they could also go into the main store for sharing with others

   6. Click to move
      Click anywhere on the custom field to add it to the form. I hate having to click the tiny plus to move it over

   7. Show Fields
      Option to have fields show on new template, service portal or create ticket in admin portal. ALL of these options show up in the admin portal when creating a ticket. If i set them to mandatory for the template they also become mandatory for the admin portal ticket. Why would this be a good idea? It makes a huge mess.

   1. Proper Template based form -
      a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
      The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

   2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I… more

   7 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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8. Easy way to see where Webroot is not installed on the device. Report or easy applied filters.

   Easy way to see where Webroot is not installed on the device. Report or easy applied filters.

   13 votes

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   0 comments  ·  Webroot  ·  Delete…  ·  Admin →
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9. KB Text Editor

   Could you please fix the text editor when creating knowledge base articles.

   I have to create the article in a word document and then copy and paste it into the text box for creating articles.

   Half the time it still distorts my text and font after copying and pasting.

   Atera is great for the most part but this really makes me not want to create KB articles and I have to create articles, I am a Document Queen!
   ..Please make my life less stressful and fix this.

   2 votes

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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10. ticket type

    I would like the ability to change the options for Ticket Type and Ticket Priority.

    5 votes

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    1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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11. Install agent with QR code and mobile app

    Install the agent on a PC by browsing to a simple webpage on the target PC (i.e. atera.com/add) which displays a unique QR code, scanning the QR code from mobile app, and assigning the PC to a customer/folder from the app on my phone. PC is then offered the appropriate download to install the agent.

    Provide an alternative, by providing a short alpha-numeric code with the QR code on the screen that we can type into the App or web interface instead of scanning the QR code. This could also help with connecting a remote asset with the help of someone on the remote end

    Install the agent on a PC by browsing to a simple webpage on the target PC (i.e. atera.com/add) which displays a unique QR code, scanning the QR code from mobile app, and assigning the PC to a customer/folder from the app on my phone. PC is then offered the appropriate download to install the agent.

    Provide an alternative, by providing a short alpha-numeric code with the QR code on the screen that we can type into the App or web interface instead of scanning the QR code. This could also help with connecting a remote asset with the help of… more

    16 votes

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    1 comment  ·  Agent  ·  Delete…  ·  Admin →
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12. dashboard

    Hi, would it be possible to implement the ability to create and save multiple types of dashboards?

    Among the interesting things, it would be wonderful to have the customer pointer on the map with green, orange, red coloring based on the criticality of the problems detected for each customer.

    10 votes

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    0 comments  ·  Dashboard  ·  Delete…  ·  Admin →
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13. Ticket automation condition for self\signed in technician.

    The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard ticket processing, I receive an alert which I don't need.

    The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard… more

    1 vote

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    0 comments  ·  Tickets  ·  Edit…  ·  Delete…  ·  Admin →
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14. Visual Storage Usage for Endpoints

    As an MSP for small and medium sized businesses, an issue we have quite regularly is managing storage usage on our endpoints. We have automated scripts to clear out temp files, windows updates, recycle bin etc but these aren't always enough.

    We like WizTree for showing which files are taking up the most space but this requires connecting onto the endpoint and running a scan manually. It would be great if we could set a scan like this running and see the results from Atera's dashboard.

    5 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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15. Splashtop RMM for Linux

    It would be helpful to have a Splashtop RMM client for Linux so that remote machines can be managed from a Linux computer. RMM will not launch when using Wine or Bottles to install the Windows version.

    9 votes

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    1 comment  ·  Delete…  ·  Admin →
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16. Patch Management, IT Automation, and Script retry option, when executed allow the agent to retry a specified number of times before failing

    Patch Management, IT Automation, and Script retry option, when executed allow the agent to retry a specified number of times before failing. This would prevent a lot of automation failures, and fix 90% of the issues I have with Atera.

    2 votes

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    0 comments  ·  IT Automation and Patch Management  ·  Delete…  ·  Admin →
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17. Pull IMEI from LTE/5G devices

    We deploy a lot of LTE/5G capable devices. It would be helpful if the device IMEI could be fetched and displayed in the hardware info.

    2 votes

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    0 comments  ·  Devices  ·  Delete…  ·  Admin →
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18. Seperation of knowledge base for department

    Allow the knowledge base to have separate categories for each department. (I.E. accounting software articles for the accounting team only) To ensure there is no unnecessary confusion for end users!

    7 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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19. I’m currently managing a queue of multiple tickets and it would be incredibly helpful if Copilot could scan all the tickets and suggest a pr

    I’m currently managing a queue of multiple tickets and it would be incredibly helpful if Copilot could scan all the tickets and suggest a prioritization order based on urgency or importance. This feature would greatly enhance efficiency, especially when team members are unavailable, and ensure that the most critical issues are addressed promptly.

    3 votes

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    0 comments  ·  Admin & Core platform  ·  Delete…  ·  Admin →
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20. SSO as add-on feature

    SSO for the customer portal should be a standard feature. Apparently, it is only available to the Enterprise Level Subscriptions which is very expensive and offers a lot of features that are not as necessary as SSO.
    Please ATERA make that available to all

    5 votes

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    0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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