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Live Manage: Install Helpdesk Agent

This article explains the process for installing 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 installed on all end user workstations.

To install the agent follow the steps below:

 

Install Helpdesk Agent on a single Device

 

1. From the left hand panel click Devices

2. Then click on the Device / Agent
The Agent Page displays.
3. Click Manage > Helpdesk Agent > Install

 

Install Helpdesk Agent on all Customer Devices

 

1. From the left hand panel click Customers
2. Then click the Customer Name
The Customer page displays
3. Click Devices > All (If not displaying by default)
4. Click Actions > Install Helpdesk Agent
5. Click the Windows Taskbar
The Helpdesk Agent icon should now be active.
The end user now has two options to create a Ticket.

 

Create Ticket by using Hotkeys

 

1. Press CTRL+F12 on the keyboard

Note: the contact will be asked to add the Full Name and Email Address the first time the run Helpdesk Agent.

 

Create Ticket using Mouse

 

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