Add all your technicians to Atera to enable helpdesk and monitoring features and set technician availability to easily manage your team's workload by quickly identifying who is available.

Add technician

If you have more technician seats in your subscription than active technicians, you can use one of the available seats to add a technician.

If all your seats are taken, you will need to adjust your subscription your subscription to add a technician. Learn more

To add a technician:

1. Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click Add technician.

Note: If you have available technician seats in your subscription, the new technician will be automatically added and you'll be redirected to the Add technician page. Otherwise, the Add seat to subscription confirmation window will first appear — click Add seat to add them to your subscription.

4. Fill out the technician form:

• Email address (username): Enter the technician's email address.
• Role: Select the technician's role from the dropdown list. For more information about roles, see Roles and permissions
• First name: Enter the technician's name.
• Last name: Enter the technician's surname.
• Phone: Enter the technician's phone number.

5. Click Save.

The technician will receive an email with a link to set up their password.

Note: If the new technician does not receive the email (this can be caused by spam filters or rules in Outlook), you can reset their password to allow them to log in.

Activate technician

If you have more technicians in your subscription than enabled (active) technicians, you can enable a technician to use one of the available licenses.

If you have the same number of technicians in your subscription as enabled (active) technicians, you'll need to confirm the addition of the technician to your license for your subscription to be automatically adjusted.

To enable a technician:

1.  Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click the ellipses (). Then click Activate.

Set Availability

Set your own or other technicians' availability statuses to Available or Out of office and assign tickets to your team based on their availability.

Note:

• Technicians set to Out of office are excluded from ticket auto-assignment
• Technician availability is indicated by the green circle next to the technician photo in the dropdown when assigning a technician from the Tickets page or to an individual ticket.
• Admin permissions are required to change the availability of other technicians.

Set your own availability

Click your profile picture (top right). Then click the Available toggle.

Set technician availability

1.  Go to Admin > Users and security > Technicians.

2. Under Availability, click the dropdown and select Available or Out of office.

Deactivate technician

Disable a technician to prevent them from logging into their account and accessing Atera.

To deactivate a technician:

1.  Go to Admin > Users and security > Technicians.

2. Click the ellipses (). Then click Deactivate.

The technician has been disabled and now they cannot log in to their account.

Note:

• It is not possible to delete a technician's account, you can only disable it.
• Any Open and Pending tickets assigned to the disabled technician will become unassigned.

Hide deactivated technicians

Toggle on Hide deactivated technicians to remove disabled technicians from the view on the Technicians page, and only view enabled technicians.

Assign technician role

Technicians are automatically assigned the Beginner role when they are added, and can only be assigned to another role after their initial login. The Beginner role does not have permission to take actions on your account, and you will be required to assign another role in order for the new technician to perform any actions.

To assign a technician role:

1.  Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click the Role. 

The Role page window appears.

3. Assign the role to the desired technician and click Assign.

Edit technician

You can edit the information of your technicians at any time to ensure it stays up-to-date.

To edit technician information:

1.  Go to Admin > Users and security > Technicians.

The Technicians page appears.

2. Click the technician's name.

The Edit technician page appears.

You can update the following:

• Name: Click the name of the technician to edit it.
• Email address (username): Click the pen icon next to the field and enter the new username in the Edit email (username) window.
• Password: Click the pen icon next to the field and enter the new password in the Change password window.
• Phone: Enter a valid phone number in the Phone field.
• Ticket page accessibility: Select this checkbox to enable a screen-reader-optimized version of the Tickets page for this technician. Use this for technicians who rely on assistive technology such as JAWS or other screen readers. For details, see Ticket page accessibility
• Role: Select the role from the dropdown list in the Assign role window.