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  1. 132 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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    abigael abigael commented  · 

    Asset Bar code

  2. 5 votes

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    abigael abigael commented  · 

    Duplicate contracts via API

  3. 29 votes

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    abigael abigael commented  · 

    SLA per person or per department, in additional to sites

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    abigael abigael commented  · 

    Need to be able to add different SLAs per contracts.
    Under the same contracts, I sometimes do projects and sometimes just standard tickets and they have different type of SLAs.

  4. 35 votes

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    abigael abigael commented  · 

    Approval flow for tickets. If X approves it, then the ticket is moved to their manager

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    abigael abigael commented  · 

    Missing “Submit for approval” feature under actions, where the potential approver can see the original request and an optional note from technician.

  5. 46 votes

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    Hey all,


    After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues


    The new module allows:


    • Creating technician groups for better team organization
    • Assigning tickets to groups for efficient workflow
    • Filtering and creating custom ticket queues to manage priorities in the tickets list
    • New ticket automation rules improvement with new triggers, conditions, and actions


    Some use cases for this new feature are:

    1. Auto-assigning tickets to queues based on conditions
    2. Notifying admins on escalations
    3. Round-robin ticket distribution between group members


    We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!


    Yakov

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    abigael abigael commented  · 

    Ticket queues: . We got multiple lines of operations from within the team that uses the platform. Helpdesk, that’s request coming in that are taking via a telephone call, email and process. And we try to resolve this remotely. Then we actually have a field agent that needs to go there and solve the problem. We’ve got from a PSA perspective, we have sales activity. To be able to have a queue for the sales team. We’ve done both tags/queues. But we need more.

    Tags, custom fields and Automation rules are not enough

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    abigael abigael commented  · 

    Assign tickets per department: We have several departments that is using out ticketing system (sales, support, training). There is no departmental view inside of Atera. The ability for different departments to see their own queue and see which tickets are not assigned. Ability to also limit the view such as, a Sales team member should not see the tickets in the Finance queue.
    The ticket views are not enough

  6. 260 votes

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    abigael abigael commented  · 

    Get an email when a technician writes an internal note on the ticket you're assigned to

  7. 141 votes

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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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    abigael abigael commented  · 

    Splashtop available for Linux

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    abigael abigael commented  · 

    I need the Linux build of Anydesk (Atera's custom version). Please.

  8. 27 votes

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    abigael abigael commented  · 

    Azure AD – send the customer portal credentials when you import it. Right now we can't send automatically an email to the client when you import from Azure AD.

  9. 60 votes

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    Planned  ·  AdminRoy (RoyB, Atera) responded

    Congratulations on helping shape Atera! The feature you requested is currently being considered for development. Please be patient as the process can take a while or even stall to make way for other features. We’ll update you once it’s been implemented and released!

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    abigael abigael commented  · 

    Web hooks Integration

  10. 141 votes

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    abigael abigael commented  · 

    Change management for tickets: I want to integrate it into Atera so we can manage instance requests and changes because at the moment we don’t have a change platform. A ticket but you need to have a manager approval on there. For bigger tickets that need to be approval. https://community.servicenow.com/community?id=community_question&sys_id=cc8e16e7dba41f442328f3231f9619d9

  11. 70 votes

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    abigael abigael commented  · 

    When we go to access terminal for a command line for windows device, it would be nice if it was ran by the root or it could be run as the currently logged in user.

  12. 180 votes

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    Congratulations on helping shape Atera! The feature you requested is currently being considered for development. Please be patient as the process can take a while or even stall to make way for other features. We’ll update you once it’s been implemented and released!

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    abigael abigael commented  · 

    Splashtop SOS: When you integrate with Splashtop SOS, would be nice to have a tab on the Atera console where you can easily click into it

  13. 37 votes

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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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    abigael abigael commented  · 

    Have a trigger based on customer response, that would then send an email to the customer. Right now, there is no trigger for tech response. This would improve quality of our service.

  14. 38 votes

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    abigael abigael commented  · 

    Sync contacts with Google Workspace

  15. 131 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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    abigael abigael commented  · 

    I don’t know if there can be a way to make sure no one closes a tickets without entering time entries. If time entries can be made a compulsory entry before a ticket is closed.

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    abigael abigael commented  · 

    It would also be valuable to set an alert to the assigned technician/manager if there were say more than 3 replies on a ticket but no time logged against the ticket – that could indicate a technician has forgotten to appropriately assign time/cost and needs a ‘reminder’ and possibly some re-training!

  16. 3 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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    abigael abigael commented  · 

    Software warranty expiration date

    abigael abigael shared this idea  · 
  17. 7 votes

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    abigael abigael commented  · 

    Ticket option bar at top of the list as this currently disappears and then comes back when you are scrolling

  18. 9 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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    abigael abigael commented  · 

    Give permission to assign to folders to not just admin. Permission to create IT automation too.

    abigael abigael shared this idea  · 
  19. 24 votes

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    abigael abigael commented  · 

    Self-help: ability to expose some automated functions to clients from Atera like: a script that cleans up cache; cleans up computer.; makes it runs faster. Right now in order to run script, client has to call the HD and clean the computer. little icon in the tool bar (where agent is), and click and then be able to do that on themselves.