Helpdesk

Specifically tailored to the way IT departments accomplish their day-to-day tasks, Atera’s helpdesk solution and ticketing system are intuitive and user-friendly, enabling you to communicate with end-users using a live chat, in addition to managing tickets like a boss.

Helpdesk - Desktop

Intelligent ticketing and helpdesk software

Streamline and automate ticketing in just a few clicks. With Atera, your tickets are automatically synced between the client Customer Portal and the Atera UI enabling instant communication. Emails can be automatically configured to respond to new and closed tickets.

  • Schedule tickets ahead of time
  • Manage technician schedules with ease
  • Open tickets from email or chat
  • Send automatic customer feedback surveys when tickets are resolved
Intelligent ticketing and helpdesk software - helpdesk - Mobile - EN

AI ticket tagging

Automatically categorize incoming tickets by specific keywords, so that all requests are allocated to the IT professional who can provide the quickest expert support with the smartest resolution. Less tasks in the dispatching queue means more time for strategic value. Game on.

 

  • Auto-tag tickets by specific keywords
  • Route tickets to the right technician for quick response
  • Customize tags with your customer or business context
AI ticket tagging - Helpdesk - Mobile - EN

Automated reports

In-depth automated reports and analytics enable you to prove your worth day-after-day. Instead of wasting time endlessly filling in complicated excels that don’t even begin to highlight the full scope of tasks your team accomplishes on a daily basis, get back to doing what you do best — providing next-level proactive support to your users.

 

  • User satisfaction reports
  • Total tickets resolved
  • Average ticket duration
  • And so much more
Automated reports - HelpDesk - Mobile - EN

Knowledgebase

Create and maintain a robust knowledgebase to centralize the storage of important articles, information, and essential tips and tricks. It’s now easier than ever to give end-users the next-generation of self-serve expertise.

 

  • Add informational articles tailored to the users’ needs
  • Offer tutorials and video content for onboarding or support
  • Create a repository of documentation

Keep tabs on the latest news and resources to achieve IT mastery.

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more main features

Remote Monitoring and Management

The all-in-one Remote Monitoring and Management software (RMM) that offers full visibility and control to upgrade your IT management from reactive to proactive with a single solution.

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Professional Services Automation

Simplify your tasks and communication with intuitive helpdesk, billing, and reporting.

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Remote Access

Start a session directly from an alert, ticket, or device via AnyDesk or Splashtop, or integrate with TeamViewer or ScreenConnect for bring your own license.

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Patch Management

Automate patches for Windows, Mac, and other software and OS on your end-users' devices.

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Network Discovery

Atera’s Network Discovery provides a comprehensive security scan and complete view of all of your end-user networks and devices, automatically updating to ensure you always see the full picture.

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Integrations

Atera lets you manage your environment with the tools you know and love, as well as adopt software add-ons as your IT needs evolve.

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