Enable AI assistance for your end users so they'll be able to independently address tier 1 issues. 

Note:

• The AI assistant for end users is a Beta feature available to Atera design partners.
• Enabling the AI assistant will automatically activate the helpdesk agent for all your end-user devices. Learn more 

Set up portal

When configuring your portal, there are several features to enable for optimal performance and end-user satisfaction.

• Ticketing: Must be enabled. Allows for direct interaction with your end users via a web-based portal. It's the backbone of end-user support, allowing for streamlined communication and issue tracking. Learn more
• Knowledge Base: Optional. We recommend sharing your knowledge base with your end users to enable them to find answers that you've previously documented independently. On top of that, the AI assistant will be able to pull responses from your knowledge base. Learn more
• AI assistant: Must be enabled. It serves as your first-tier support by answering queries and performing tasks automatically. This not only enhances efficiency but also ensures users can make use of immediate assistance for common issues. Learn more
• Self-service actions: Optional. Allow end users to perform shutdown actions and install approved software, reducing dependency on your support team for every minor task. Learn more
  • Software: After enabling self-service actions, add software for your end users to install on their devices.

While ticketing and the AI assistant are essential for basic operations and automated support, enabling Knowledge Base sharing, self-service actions, and software self-service significantly enhances your end-users' troubleshooting experience. These features empower them, lighten the load on your support team, and ultimately create a more efficient, autonomous IT environment.

Enable the AI assistant

To enable the AI assistant:

1. Go to Admin > Employee service > Service Portal.

1. Go to Admin > Customer service > Customer Portal.

The Service Portal configuration page appears.

The Customer Portal configuration page appears.

2. Enable the AI assistant. Learn more

3. Enable self-service actions (required for downloading software). Learn more

End-user experience

The AI assistant, self-service, and any other actions that you have enabled will allow end users to engage with the autopilot to address their issues. It is accessible from ‌the system tray (right-click the icon or use defined shortcut keys).

End users can now launch the autopilot to resolve common issues on their own.