Atera Customer Portal Review: Features & How It Works

Atera’s Customer Portal is part of Atera’s all-in-one IT management platform and works in conjunction with its other capabilities. Technicians can set up an expansive knowledge base for their customers to find the answers they are looking for. And if it’s not there, they can easily open a ticket all from the same place.

That is one example of how the Customer Portal works. To help you better understand Atera’s Customer Portal, we have written this guide, which covers the features, set-up process, capabilities, and benefits for IT teams.

What is Atera’s Customer Portal?

Atera’s Customer Portal (Service Portal for IT departments) allows MSPs to create a unique and personalized page where customers can open and track tickets, access knowledge bases, and get instant replies to questions. It uses AI and automation to assist with tasks like creating knowledge base articles and responding to tickets.

The Atera Customer Portal is part of Atera’s all-in-one IT management platform. While this article focuses on Atera’s Customer Portal, we have summarized all the available features in our detailed Atera review.

Set Up Your Customer Portal for Success

To optimize the experience in the Customer Portal for your customers, you can customize the set up for success.

1. Set up the Customer Portal Domain
2. Allow customers to view their tickets
3. Set up a Knowledge Base and allow customers to view
4. Configure the customer portal AI assistant (Design partners)
5. Empower your customers with self-service actions (Design partners)
6. Allow your customers to install software on devices

IT departments and MSP can create a fully customized Customer Portal/ Service Portal with Atera from the Admin menu configurations.

1. Customer Portal Domain

Atera automatically generates a Customer Portal URL for you. By default, the Customer Portal uses the Atera domain, but you can configure a custom domain by setting up an SSL and modifying your DNS settings.

Once the Customer Portal has been set up, your customers can access it with a username and password from you. You can generate an email welcoming new customers and providing them with the required login information.

2. Ticketing

From the same settings page, you can decide whether or not your customers can view their tickets in the portal.

Atera’s Customer Portal view

Atera’s IT ticketing system automatically synced between the client Customer Portal and Atera UI, making collaboration and communication easy between your technicians and your customers.

You can view the ticket details, assigned technician, priority level, and more. Your customers can scroll through their open tickets and see the ticket history to review any past issues, or respond to an open ticket directly from the portal.

Once you click on a ticket, you can see more information about it and can communicate with end users and team members.

Atera ticket details

3. Knowledge base

Atera lets you set up a Knowledge Base for the Customer Portal where users can access instructions and informational articles that help them better understand IT basics. This enables them to solve issues on their own, saving you time and resources.

Empower your customers with all the tools in their portal to solve their issues on their own by populating a robust Knowledge base, filled with helpful articles. Knowledge base articles can be created manually or using the AI Copilot article generator, which creates articles directly from resolved tickets.

The articles can be divided into different categories and sections to organize and easily find what you’re looking for right away. 

Note: For a detailed configuration process, read our knowledge base setup process.

4. AI assistant

Exclusively for design partners, the AI assistant in the customer portal interacts and assists your customers with daily issues and requests. From the Customer Portal configurations, you can activate the assistant and enable permissions for how it should interact with and help your customers.

5. Self-service actions

The next step in setting up your Customer Portal is to enable Self-service actions (Design partners only) so your customers can execute specific actions on their devices. When the self-service actions are enabled, customers can restart and lock computers, log out, reset passwords, install software, and perform other maintenance tasks independently all directly from the Customer Portal.

6. Self-service software installation

The last step in setting up your Customer Portal is allowing self-service software installation. You can decide which applications customers can install on their own, to save time and extra steps of your customers opening tickets for your assistance.

What can your customers do from the portal?

Once your Customer Portal is set up for success, it is ready for your customers to dive in. They can perform all the actions you’ve configured and allowed, and they can even set their preferred portal language for a personalized and comfortable experience.

Note: For a detailed look into the setup process, take a look at our Atera Customer Portal configuration article.

Atera Customer Portal for MSPs

Atera Customer Portal is ideal for MSPs who want:

• Simplified customer management: You can manage multiple client environments from a centralized dashboard. This eliminates any unintuitive switching between multiple user accounts, which limits scaling.
• Real-time ticket tracking: Customers can manage pending, open, and closed tickets through the Customer Portal.
• Self-service options: Customers can solve issues themselves using the knowledge base articles. Atera’s AI assistant can help solve common issues like password resets and system shutdowns.
• Custom branding: Modify the customer portal to reflect your client’s brand and make it more professional.

Atera Service Portal for IT departments

Atera Service Portal is ideal for IT departments who want:

• Simplified documentation: According to Coveo, IT workers spend 4.2 hours every day searching for relevant information. Atera Service Portal helps to minimize this time by centralizing information into knowledge base articles.
• Competitive edge: Forrester’s report shows that 97% of organizations lack or have minimal documentation processes. Building your documentation can give your organization a competitive edge by reducing any knowledge gaps.
• User access monitoring: You can monitor access roles for the User Portal, which ensures the safety of sensitive information.

Atera Customer Portal reviews

Among the top review platforms, like G2, Capterra, GetApp, and Gartner, Atera has received over 1,500+ reviews with an average rating of 4.6 stars out of 5.0. 
One thing Atera is known for is its all-in-one capabilities. A Capterra user specifically mentions that the combination of PSA/RMM means that their team doesn’t have to use multiple tools to achieve their support objectives.

AI-powered & all-in-one IT management: Only with Atera

While other AI helpdesk tools exist, Atera provides the most comprehensive AI-powered helpdesk solution. Atera’s all-in-one capabilities mean IT teams don’t have to invest in redundant software to meet their support objectives.

Atera’s ActionAI™ expands to all areas of IT management, including real-time device troubleshooting, knowledge base article generation, script generation, remote session summaries, and more. With it, IT departments can achieve 10X efficiency, save on costs, and simplify their IT operations.

An easy way to start utilizing Atera’s AI features? Sign up for Atera’s 30-day free trial today, or contact our sales team for a custom demo.