The Helpdesk Agent is an enhanced agent that allows an end-user to quickly create tickets via a hotkey shortcut or within the Service Portal; the created ticket includes a screen capture.
The Helpdesk Agent is an enhanced agent that allows a contact to quickly create tickets via a hotkey shortcut or within the Customer Portal; the created ticket includes a screen capture.
Notes:
- The Helpdesk Agent is available on Windows workstations only.
- The Helpdesk Agent is supported in English, Italian, Spanish, German, and French. The language is set based on the end user's computer settings.
- The Helpdesk Agent will activate on the current logged-in Windows user profile (you need to activate the Helpdesk Agent from the Atera console for each new user that logs in to the same machine).
- When a technician activates the Helpdesk Agent on a device, the registry is checked for an existing contact assignment. If unassigned and the user is connected via AzureAD or a local Domain Controller, the agent automatically retrieves and uses the user's email and name to either create and assign a new contact within Atera, or link to an existing contact without manual intervention. If there is no existing contact in AzureAD or the assignment is unsuccessful, the registry then checks Microsoft Exchange and local Outlook for the existing contact.
- When a technician activates the Helpdesk Agent on a device, the registry is checked for an existing contact assignment. If unassigned and the customer is connected via AzureAD or a local Domain Controller, the agent automatically retrieves and uses the customer's email and name to either create and assign a new contact within Atera, or link to an existing contact without manual intervention. If there is no existing contact in AzureAD or the assignment is unsuccessful, the registry then checks Microsoft Exchange and local Outlook for the existing contact.
- The Helpdesk Agent will activate on online devices only.
Activate Helpdesk Agent
The Helpdesk Agent should be activated on all end-user workstations. Once the Helpdesk Agent has been activated, users will need to authenticate the Helpdesk Agent (to confirm their identity).
The Helpdesk Agent should be activated on all customer workstations. Once the Helpdesk agent has been activated, contacts will need to authenticate the Helpdesk Agent (to confirm their identity).
To activate the Helpdesk Agent on a single device:
From Devices (on the sidebar), find the device and click Manage > More tools > Helpdesk Agent > Activate.
To activate the Helpdesk Agent on multiple devices:
1. From Sites (on the sidebar), select your site.
The Sites page appears.
2. Select the Devices tab.
3. Select the device(s). Click the ellipses menu then click Helpdesk agent actions > Activate.
1. From Customers (on the sidebar), select your customer.
The Customer page appears.
2. Select the Devices tab > All tab.
3. Select the device(s). Then click the Helpdesk Agent icon ().
The Helpdesk Agent screen appears.
4. Select Activate, then click Apply.
The Helpdesk Agent is now active. The icon will appear on the taskbar of the specific device(s).
Note: Users will need to authenticate the Helpdesk Agent before they can open a ticket for the first time (one-time only).
Note: Customers will need to authenticate the Helpdesk Agent before they can open a ticket for the first time (one-time only).
Deactivate the helpdesk agent
To deactivate the helpdesk agent:
1. Locate the device that you wish to disable the helpdesk agent.
2. Select the devices or just one device, then click on the 3 dots.
3. Click on Helpdesk agent actions, then click on Deactivate.
The helpdesk agent will be deactivated on the selected devices.
Authenticate the Helpdesk Agent
1. Right-click on the Helpdesk agent, and select any action (Self service, AI assistant, Knowledge Base).
2. You will be redirected to the Service portal for authentication. Upon initial request, you will be prompted to enter your phone number.
2. You will be redirected to the Customer portal for authentication. Upon initial request, you will be prompted to enter your phone number.
3. Enter your phone number. Then click Submit.
Note: This is a one time prompt. Users will not need to enter their phone numbers again upon authentication. To change the phone number for the 2FA after the initial input, the technician needs to reset the phone number in Atera on behalf of the user (via Site > Users tab > User > Mobile phone)
Note: This is a one time prompt. Contacts will not need to enter their phone numbers again upon authentication. To change the phone number for the 2FA after the initial input, the technician needs to reset the phone number in Atera on behalf of the contact (via Customer > Contacts tab > Contact > Mobile phone)
4. Enter the verification code sent to your mobile phone.
The Helpdesk agent is authenticated based on the agent ID linked to the login credentials, and you will be logged in to the Service portal.
The Helpdesk agent will be authenticated based on the agent ID linked to the login credentials, and you will be logged in to the Customer portal.
Creating a ticket with the Helpdesk Agent
Once the Helpdesk Agent has been activated and authenticated, users can create a ticket via a hotkey or the Service Portal.
Once the Helpdesk Agent has been activated and authenticated, customers can create a ticket via a hotkey or the Customer Portal.
Create a ticket via a hotkey
Tell your users to:
Tell your contacts to:
Press CTRL+F12 on the keyboard.
Create a ticket via the Service Portal
Please provide these instructions to your users.
Create a ticket via the Customer Portal
Please provide these instructions to your contacts.
1. Right-click on the Helpdesk Agent.
2. Click on Create New Ticket.
The Add Ticket page appears.
3. Add relevant ticket details and click Save.
