Atera’s Customer/ Service Portal is a secure, web-based hub where end users can submit and track tickets, add comments and attachments, access (optional) knowledge articles, and—if enabled—launch remote access to their devices. It supports email notifications, SSO, and granular admin controls for a streamlined support experience.
Overview
Q: What is Atera’s Customer Portal/ Service Portal?
A: A secure self-service site for end users to submit, track, and manage support tickets, access knowledge (if enabled), and request remote assistance.
- Customer Portal for MSP
- Service Portal for ITD
Q: How do I log in to the Customer Portal/ Service Portal?
A: Use your company’s portal URL and sign in with the email and password provided by your admin.
Q: I forgot my password—what do I do?
A: Click Forgot password on the login page to receive a reset link by email. Admins can also resend/reset from the Contacts area.
Q: Can customers use SSO (Okta/Azure/Duo)?
A: Yes. SSO is supported via OpenID/SAML (admin configuration required).
Q: Is the portal secure?
A: Yes. Sessions are encrypted, and activity is logged for auditing and compliance (GDPR, SOC 2, ISO 27001, HIPAA).
Tickets
Q: How do I submit a ticket?
A: Click + New Ticket, complete the form, attach files if needed, and submit.
Q: Can I attach files or screenshots?
A: Yes—attachments are supported on both new tickets and replies.
Q: How do I check ticket status?
A: Use the dashboard to view Open, Pending, Resolved, or Closed tickets. Apply filters (status, site, dates) to refine results.
Q: Can I reply or add comments to existing tickets?
A: Yes—open the ticket and add your comment for technician review.
Q: Will I be notified of updates?
A: Yes—email notifications are sent for replies or status changes when automations are enabled.
Q: Can I close or delete my own tickets?
A: You can request closure via comments; only technicians/admins can finalize closures or delete tickets.
Q: I can’t see all my tickets—why?
A: Check dashboard filters (status/site). If issues persist, ask your admin to verify your contact is active and mapped to the correct customer.
Q: Can I change ticket priority or fields after submission?
A: Some fields (like priority) may be editable if your admin enables it; others are technician-only.
Q: Can tickets link to SLAs?
A: Yes—admins assign SLA contracts and use automation rules to apply SLA logic to portal tickets.
Knowledge & FAQ
Q: Is there a built-in FAQ/KB section in the portal?
A: Not by default. Admins must publish knowledge articles and grant customer visibility for them to appear.
Q: How do I access my company’s knowledge articles?
A: If enabled, KB articles appear in the portal or can be shared by your technician.
Q: Can the FAQ/KB look and layout be customized?
A: Layout is centrally managed. Admins choose which articles are published; the portal does not include a dedicated “FAQ” menu by default.
Remote Access (Work From Home)
Q: How do I use remote access from the portal?
A: In Work From Home, select your device and click the Splashtop link. The device must be powered on and online.
Q: Do I need a VPN?
A: No—Splashtop works without VPN when enabled by your MSP.
Q: What features are available during remote sessions?
A: Remote printing and file transfer are supported (if configured). Audio is supported; webcam access depends on settings. Sessions are one-to-one (no concurrent access to the same device).
Q: Which systems are supported?
A: Splashtop supports cross-platform Windows and macOS connections.
Access & Administration
Q: How do customers get portal access?
A: Admins enable the portal and create credentials for each customer contact.
Q: Can multiple people share one account?
A: No—each user needs a unique email for security and accurate tracking. A single email cannot be shared across multiple customers (use aliases if needed).
Q: Can I change my password or profile info?
A: Users can change their password from Profile. Contact details are updated by admins.
Q: Can admins restrict what users see or do?
A: Yes—admins control ticket fields, types, knowledge access, and portal permissions per user or per customer.
Q: Is there a mobile app?
A: The portal works in modern mobile browsers, and a mobile app is available for basic on-the-go access.
Whitelabel
Q: Can the portal be branded with my company logo?
A: Native portal branding isn’t currently supported.
Q: Can we use a custom portal domain?
A: Yes—set a CNAME to point to servicedesk.atera.com. SSL is automatic on the default domain; for custom SSL you’ll need the SuperPower plan.
AI, Integrations & Reporting
Q: What is AI Autopilot in the portal?
A: An optional virtual technician that troubleshoots and resolves issues directly in the portal, escalating to humans when needed (currently BETA for select partners).
Q: Can AI/Copilot be used by end users?
A: AI Copilot is technician-facing. AI Autopilot serves portal users (when enabled by admins). AI Copilot is available to all technicians on any Atera plan at no extra cost.
Plans, Limits & Compliance
Q: What does the portal cost?
A: It’s included in your Atera subscription; some add-ons/features may incur extra charges.
Q: Are there limits to how many tickets I can submit?
A: No formal limits on paid plans.
Q: Is the portal compliant (GDPR/HIPAA/etc.)?
A: Yes—Atera adheres to GDPR and HIPAA; data is hosted in regional Microsoft Azure centers and aligns with SOC 2 and ISO 27001.
Q: Can my data be exported or deleted?
A: Admins manage data export/deletion on request; historical data is retained unless removed.
Troubleshooting & Support
Q: Features aren’t working (missing forms, KB not visible, etc.). What should I do?
A: Refresh the browser, verify credentials and permissions, ensure articles are published and visible to customers, and avoid strict/incognito settings that block cookies. Contact your admin or Atera Support if issues persist.
Q: How do I get setup guides or training?
A: See the Atera Help Center for step-by-step guides, or request onboarding/training via your MSP or Atera’s Success team.
Q: Who do I contact for urgent issues?
A: Reach Atera Support via the portal, email, or chat—available 24/7.
