Activate Helpdesk Agent on a Single Device
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To activate the Helpdesk agent on a single device: 1. From the left hand panel, click Devices. |
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2. Then click on the specific device/agent. |
The Agent Console appears.
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3. Click Manage > Helpdesk Agent > Activate. |
Activate Helpdesk Agent on All or Some of a Customer's Devices
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To activate the Helpdesk agent on all or some of your customers' devices:
1. From the left hand panel, click Customers.
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2. Then click the specific Customer. |
The Customer page appears. |
3. Click the Devices tab > All tab (if not displayed by default). |
4. Select the specific device(s) or select all devices, by checking the boxes, then click the The Helpdesk Agent screen appears. 5. Select Activate, then click Apply. |
The Helpdesk Agent icon is now be active, and should appear on the taskbar of the specific device(s).
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After you activate the Helpdesk Agent on your customers' devices, there is one more step before your customers can begin opening tickets on their own. They will need to do a one-time authentication of the Helpdesk Agent (for purposes of identity confirmation). After authentication, the customer has two new options for creating tickets. They can:
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Create a Ticket Using Hotkeys
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1. Press CTRL+F12 on the keyboard. |
Note: the contact will be asked to add the Full Name and Email Address the first time they run the Helpdesk Agent. |
Create a Ticket Via Customer Portal |
1. Right click on the Helpdesk Agent.
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2. Click on Create New Ticket. |
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The Add Ticket form displays - the user can now enter a new ticket.
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Live Manage: Activate Helpdesk Agent
This article explains the process of activating the Atera Helpdesk Agent on your customers' computers. The Helpdesk Agent is an enhanced agent that enables your customers to quickly create tickets via hotkey shortcut or the Customer Portal. It is recommended to install the Helpdesk Agent on all customer computers.
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