Atera’s Mobile App walkthrough

We will also answer all your open questions. You are more than welcome to submit your questions to the Q&A section and to the chat, and we will be happy to respond to them live. ## Presentation Overview Let me quickly share my screen and start the presentation. Please let me know if you can see my screen by just tapping “Plus” on your devices, and we’ll begin. The presentation will take us somewhere between 20 to 30 minutes, and we’ll try to make it as informative as possible. Before we begin, a little bit of housekeeping and introduction. Today, you are accompanied by me and Rebecca. We will be showcasing the Atera app, what it can do, how it can complement your day-to-day work, the use cases it is good for, and what you can achieve with the application. You are more than welcome to visit our webinar page where you can see all the webinars we have collected over time. They are dedicated to network discovery, patching, and all kinds and sorts of Atera components. You can watch the recorded versions and sign up for future sessions. We have a “keeping it real” format where you ask us questions. We have dedicated sessions to RMM components, PSA components, etc., and everything in between. We also have collab sessions with our partners every other week. Check out our schedule and join us. The agenda for today includes: – Atera app in a nutshell: what it can do – Collaboration with the desktop application – Demonstration of a few use cases – Unique features present only in the mobile application – Q&A session 

Let me jump to the application itself. To do this, I’m going to share the screen of my mobile device. The Atera mobile application is available for Apple devices and Android. For today’s demonstration, I have downloaded the Atera app, which supports TFA (Two-Factor Authentication), adding an extra layer of security to the application. It also supports remoting into devices straight from your iPhone or iPad using the Splashtop application. Without further ado, let’s jump into the application. Before we start working on something, let’s go through the menu items and what it has to offer at the moment. Obviously, this is not the end of the application, and our teams will be working on more components as demand occurs. 

What you can set up in the application is very important, and you will understand why a bit later. You can utilize notifications in an advanced way. The types of notifications you can receive include critical alerts, warnings, assigned ticket updates, and new ticket creations. Most of my customers, and maybe Rebecca you can confirm, tend to ignore warnings to avoid being overflooded with notifications. Nobody likes that. A very important type of notification is the assigned ticket updated and the new ticket created. Atera covers alerts and ticketing components. The application is also available in three languages at the moment: English, French, and German.

You can submit a feature request directly from the application screen, which will lead you to the Atera User Voice platform. We encourage you to submit any new ideas or suggestions you have. If your request gets enough upvotes, it can gain significant attention and potentially bypass the usual development process, especially if it creates a buzz in the community. At the very bottom of the screen, you will see the Alerts section of Atera. Here, you have critical and warning type updates. Before jumping into an alert, you can see a quick preview of the nature of the alert and the affected device. If you click on the three dots, you can resolve or snooze the alert, which is pretty cool in my opinion. 

If you click on a device name, you will see the general attributes of the device, including its availability, workgroup, site or customer details, and more. Depending on whether you have the ITD or MSP version, you might see a product folder. You can also see which users are connected to this specific agent. The pink button for remote access is dimmed if the device is offline, preventing remote access. From the device page, you can filter alerts by device, view software details, hardware reports, and networking information. Moving on to the Ticket section, you will see all the ticket feeds across the board. The design is slicker than the regular Atera UI. You can access any ticket and see the conversation, details, and attributes. You can modify them on the fly, and custom fields will be present here. You can start and stop the timer as you work on the ticket. You will see who submitted the ticket, to which site the user belongs, and all tickets raised by this person. The second item on the left is the Sites section. Here, you can check out the sites, view the main contact phone, and all relevant devices and their types. You can go straight to the device from here, which completes the cycle. You can also see site-specific tickets and users. 

Let’s imagine a real situation where a customer submits a ticket indicating that their internet is slow. The customer uses the ATT agent on their laptop. Once the ticket is submitted, if you have an Apple Watch or Android Watch, it will reflect the notification in real-time. This is how it looks, providing instant updates.

From the ticket, you can see the customer’s request about the slow internet. You can click on the agent, and the connect button will shine bright pink. After installing Splashtop for Mobile on your device, it becomes even more useful. You will be able to see what the customer sees and connect to the user device in a second. Feel free to ask any questions you have in the Q&A section or the chat, and we will address them as we go along. Let’s proceed with the demonstration of the mobile application.

Let me rotate my phone to landscape mode so you can see everything clearly. We’re using Splashtop to access the user’s device. I’m touching the screen of my phone to interact with the start menu. I have a keyboard on the side and can start typing. Depending on how the customer sees this, I can check what tickets they have from the perspective of the customer or service portal, depending on the type of license you have. I can see their open tickets as if I were them, and this is how the user would see it. 

Imagine you have fixed some issues and helped your customer. Let’s disconnect for a second and get back to the mobile application view. Let’s return to Atera and imagine this ticket was successfully resolved. Before resolving it, we need to confirm that the user is happy with the service provided. Here, you will see one of the unique features not present on the web app: the user signature. This is the third item on the menu. You will be presented with a signature field. Sorry for my handwriting; it’s pretty bad. However, if you hit save, this PNG item gets added and can be used in your Atera UI as proof that the ticket was accepted and successfully resolved. You can stop the timer, concluding your work on the ticket. 

As you may notice, the capabilities of the Atera app are designed to accompany your web app. They help you address certain quick, here-and-now needs, like remoting into a device, resolving a ticket, and adding information to the ticket. You can access another ticket, add time entries, and add descriptions to the time entries. This is especially handy if your technicians use tablets to go to customer sites.

Let me switch off my screen sharing of my mobile device for a second and return to the Atera UI. If we go to the tickets, you will see all the same things that you just saw on the mobile app. Let me update the page to ensure the signature has been updated. The signature submitted as a PNG file can now be previewed and downloaded. This allows you to confirm that the customer has been informed and that the ticket has been resolved. To create a good synergy between the mobile application and your web app, you can use the co-pilot capabilities, which are AI-powered features.

You can use AI-powered features to summarize the person’s ticket. Don’t forget to use the User Voice platform to tell us if this type of additional augmentation to your superpowers as IT professionals is needed on mobile. This might give you extra power and time-saving abilities to understand what’s happening with the user’s device.

One of the AI features you can use after finishing a ticket, especially if it was an exhausting one that took weeks to resolve, is the “Generate Article” feature. This will lead you to the KB editor based on the content of the ticket. If the ticket content is too small, it might not be present here. Feel free to ask any questions you have in the Q&A section or the chat, and we will address them as we go along. Let’s proceed with the demonstration of the mobile application.

Let’s jump onto something more meaningful. You can see there is a conversation here, and it might be enough for the AI to add more to your knowledge base, the internal one which can be used by your users. For example, the AI analyzed the ticket and created a knowledge base (KB) article titled “How to Reboot Your Computer.” This is something you can do with the Atera mobile application in conjunction with the web app. The same applies to alerts, though the web app currently has more capabilities.

We encourage you to tell us what you are missing in the mobile app. We would love to hear more from you regarding questions that we can answer together with Rebecca. 

Rebecca: I’m not seeing any questions yet. Are you? 

Dima: Not at the moment. Guys, if you don’t see the Q&A section, you can still use the chat to submit your questions. You’re also welcome to share any feature requests. Although you can submit them through User Voice, we’d love if you shared them here as well, and we can submit them on your behalf.

We have a question from Renee: “If I start a Splashtop remote support via the app, can I switch to the desktop controller?” 

If you start from the mobile application, you’re essentially using the RMM Splashtop to do this. You have the functionality provided, but let’s do this live on the demo. Let’s switch back to the mobile application. I will be happy to do it. Let’s go to the AI training agent, connect to a device, and see which controls we have here.

Let’s wait a bit and flip the screen horizontally. You can see which screen you are viewing and what extra keys you have in play. Some settings are available, but I don’t see the ability to switch to desktop mode if this is what you’re talking about. The best way to tackle this might be to switch to the web app and remote your device from there, as it is probably a Splashtop limitation. 

Rebecca: Amazing. Keep the questions coming, guys. 

Dima: We would love to hear your ideas about the mobile app in the chat. Some customers find it incredibly useful. One of our colleagues’ customers shared a cool story where the app saved him during his son’s concert at a Christmas party. He was able to resolve a ticket from the audience using just his iPhone. 

Rebecca: Any more questions? 

Dima: I’m going to post an article with the QR code if you don’t have the mobile app yet. You can install it, test it out, and share your feedback with us. I just posted it in the chat. You can use your mobile phones to get the application right away. 

By the way, for those of you who haven’t visited the Atera Help Center for a while, we’ve refreshed a lot of articles, including those about the Atera mobile app. We encourage you to visit it and use the correct version of the article dedicated to your product version. Use the QR code with your mobile phone to get the application right now. It’s free and included in your subscription. The articles will describe the functionalities we went through together, giving you a good understanding of what you can do with the Atera mobile app. 

Rebecca: There are also several other articles in the knowledge base that go through the functionalities in more detail, like the ticketing section and notifications. All of that is searchable in the knowledge base if you just type “mobile.” This general article shows you how to install the app, log in, log out, and basic functionalities. 

Dima: It doesn’t seem like we have any more questions. Maybe it’s a good time to end the session? 

Rebecca: Sure. If there are no more questions, we would love to thank everyone. This recording will be available on our website shortly, so you can revisit it later. We thank everyone from around the globe for attending this session. We hope it was useful and that you learned something new. You’re more than welcome to join our future webinars, which happen every other week, usually on Tuesdays, depending on the time zone and the type of event. Check our website for a deeper understanding of each Atera component. We try to keep it transparent and accessible, and this is how we build the application overall—for you. 

Dima: Thank you so much.

Rebecca: Thank you very much, everyone. Have a great day, evening, or morning, wherever you are. Bye-bye.