Stopped by to hear what’s new in Atera? You’re in luck! Our very own Isaac hosted another great webinar this week, giving us all the lowdown on the most recent features and updates that have been released over the past six weeks. Here are your highlights!
We’ve just released another add-on with Bitdefender, and that’s Exchange Security, which manages anti-spam and anti-malware for end-users mail servers. This joins existing add-ons from Bitdefender that includes Cloud Security, Email Security, Endpoint Detection and Response, Disk Encryption, and Advanced Threat Control. You can set up an account via Atera now, or migrate your existing account. We’re now offering alerts for Bitdefender from within Atera, too.
The Atera Mobile App
Head into a ticket on the mobile app, and you’ll see our new Ticket Timer! It’s enabled when you enter the ticket, and you can stop the timer at any time. Additionally, we have also released a New Ticket notification. Even when you’re on the go, if you get a new ticket you’ll get a push notification from the app, allowing you to offer better service to clients on the go. If you’re not using it yet, the mobile app is available for Atera iOS and Android mobile app, so start using it now!
Small Changes – BIG Impact!
Head to the customers’ page and you’ll see we’ve made a lot of small changes that are going to make it easier for you to manage your customer relationships. First, Notes have been shifted to the top of the page. Many clients have told us that they want quick access to Notes and that this ease of reference would make it easier when speaking to clients. We’ve also made it easier to run your searches! Search parameters will now be saved on your web browser’s local storage, so the next time you’re running a search, your preferred search filters will already be set.
Around 130 million people in the world speak German, and so you’ll be happy to hear that you can now upgrade your Atera account and start working in Deutsch! Willkommen!
We’ve added an awesome filter for tickets so that users can view their tickets via activity status, including unread, read, awaiting customer response, and awaiting ticket response. You can also now view deleted tickets. These added view filters give technicians the flexibility they need to best manage their daily work while also ensuring no ticket is missed!
We’ve added a button for time entries along the top of the page, so you can add these directly without going into action. We’ve also added a feature to ticket view, under the contract itself, where you can see the 5 most recently added tickets, a great help when working on multiple tickets with a contact, or getting context for their issue, and you can toggle between these with ease.
Automate Tickets Based on Business Hours
Another new update is the ability to set automation based on your business hours of operation, and utilizing the calendars that you’ve built into Atera. We love this feature and we know that you guys will, too. To make it work, there are a few preliminary items that you need to do. Firstly, head to your admin portal and set up the various emails you’d like to send out using this feature. Some key examples would be a response for tickets received outside of normal business hours, or an e-mail alert to a technician when a VIP customer opens a ticket outside of business hours.
In the admin portal, you will also need to update your business hours, and create a specific calendar for these. For example, you might want one calendar with VIP business hours, and another with standard. You will then need to build out SLAs under the admin portal based on your customer agreements and attach the relevant calendar per SLA. Head to your customer contracts, ensure there’s a default contract with the relevant SLA. Then proceed to the Ticket Automation Rules in Admin and build out your rule using the new “Event trigger time” action. It’s as simple as that. Lastly, you can also now use the same activity status bar that we added for tickets for ticket automation rules.
This feature is currently available in Beta, so let us know if you want to join! Here’s how it’s currently working. Go to SNMP templates, and create a brand new template. Select the device type, and create as many tags as you want for it. That will automatically create a profile for that template, and then that template can be assigned to devices, without the need to manually add the object identifier (OIDs).
As you can see when you reach that device, you can import an SNMP template that you’ve created from your template library, or if you already have a device that’s running perfectly, you can go to the device and clone the OIDs and the monitor OIDs too, and add them to existing products or override the existing product information.
We’re currently working on a community-based shared SNMP library. We’re excited about another opportunity to drive the community effort and have everyone working together on another great shared experience.
IT Automation Profiles
We’ve created a quick way to run a profile on a newly installed agent. You can now create a profile based on a customer type and then include inside it the basic patches you would like to run on the new agent. You can even build out a software bundle with the basic software you want to be added to a new device that’s joining the company. If you’re working with a Windows device this will integrate with Chocolatey, and if you’re working on Mac, this will be via Homebrew, allowing you to set up new clients in a much easier and more streamlined way. You can also now run multiple scripts on an IT Automation profile, for example, scripts that require permission from the end-user for remote access, or to disable USB access, for example. If you’re not using our Atera shared script library, where have you been? We currently have 281 scripts…. and counting!
We’ve also mirrored our ticket scheduler into IT automation profiles, allowing you added flexibility on when you want the profile to run, and how often it should run, down to the minute. You can even run on-time profiles with a ‘set it and forget it’ approach.
New Role for Scripting
In response to a request from the community, we have added a role for managing scripts, so that even if you’re not an admin, you can upload scripts, access the library, and run scripts on devices.
Lastly, we’ve been working on making S.M.A.R.T alerts work better for our users, so by now, you should all be seeing an improved experience. Keep letting us know what you want to see, via the Features Board, we love your input!
That’s it for January! For more information, check out the full webinar here, and don’t forget to check out the release notes!