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Helpdesk Agent Activation


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


Activate 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 > Activate Helpdesk Agent
5. Click the Windows Taskbar
The Helpdesk Agent icon should now be active.

In certain scenarios you may need to update the contact associated with the Agent.

To avoid end-users accidentally changing the Agent contact from one to another, there is an email security token authentication mechanism.

Enter the received email token at the prompt to enable the change.


This authentication only takes place once - it is not necessary to authenticate every time a ticket is opened.

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.



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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