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Activate Helpdesk Agent

Overview:

This KB explain the process for activating the Atera Helpdesk Agent. 
 
The Helpdesk Agent is an enhanced agent that allows an end user to very quickly create a ticket with a hotkey shortcut; the created ticket includes a screen capture.
 
The Helpdesk Agent should be activated on all end user workstations. It can be activated by two different methods:
  • Activate Agent on a single device
  • Activate Agent on all Customer devices
 

The process described below will do the following:

  • The Helpdesk Agent will be installed and activated.

 

To activate the Agent follow the steps below:

 

Activate Helpdesk Agent on a single Device

 

1. From the left hand panel click Devices
helpagent3.jpg
2. Then click on the Device / Agent
The Agent Page displays.
helpagent2.jpg
3. Click Manage > Helpdesk Agent > Activate

 

Activate Helpdesk Agent on all Customer Devices

 

1. From the left hand panel click Customers
helpagent3.jpg
2. Then click the Customer Name
The Customer page displays
helpagent5.jpg
3. Click Devices > All (If not displaying by default)
4. Click Actions > Activate Helpdesk Agent
5. Click the Windows Taskbar
The Helpdesk Agent icon should now be active.
hagent1.jpg

 

 Accessing the portal on behalf of another contact:

 

perset1.jpg

 Click on Personal Settings to add a different email address and access the Helpdesk portal on behalf of another contact.

For security there is an email token authentication mechanism. Enter the received email token at the prompt to enable the third party access.

emailtoken.jpg

The end user now has two options to create a Ticket.

 

Create Ticket by using Hotkeys

 

1. Press CTRL+F2 on the keyboard

(i) The contact will be asked to add the Full Name and Email Address the first time they run Helpdesk Agent.

 hagent2.jpg

 

Create Ticket using Mouse

 

1. Right click on the Helpdesk Agent
hagent1.jpg
2. Click on Create New Ticket
helpdesk_ticket_3.jpg
The Add Ticket form displays - the user can now enter a new ticket.
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