The Helpdesk Agent in Atera allows end users to easily create and manage support tickets directly from their Windows devices. It provides a seamless connection between customers and technicians, enabling faster issue reporting, automated workflows, and efficient collaboration.
Overview
Q: What is a Helpdesk Agent?
A: A Helpdesk Agent is a support professional who manages and resolves customer or employee issues through a centralized ticketing platform. They handle incoming requests via email, portal, alerts, or API submissions.
Q: What kind of issues does a Helpdesk Agent handle?
A: Helpdesk Agents resolve a wide range of problems, including software or hardware malfunctions, network issues, password resets, and general technical inquiries.
Q: Is the Helpdesk Agent enabled by default in Atera?
A: No. It must be manually activated per device from the Atera console.
Q: Is the Helpdesk Agent available for all Atera plans?
A: Yes, but some advanced or branding features may vary depending on your subscription plan.
Q: Which devices support the Helpdesk Agent?
A: The Helpdesk Agent is currently available for Windows workstations only.
Q: Can the Helpdesk Agent be installed on Mac devices?
A: No, Helpdesk Agent is only supported on Windows; Mac users cannot create tickets via the agent.
Activation and Management
Q: How do I activate the Helpdesk Agent?
A: Go to the Atera console, select one or multiple devices, then click the ellipsis menu > Helpdesk Agent actions > Activate.
Q: Can I deactivate the Helpdesk Agent in bulk?
A: Yes. Select devices and choose Deactivate from the console. For large groups, process by customer to prevent freezing.
Q: How do I authenticate the Helpdesk Agent for users?
A: Right-click the Helpdesk Agent icon, select any action, and authenticate via the portal using a one-time phone number and verification code.
Q: What if users aren’t prompted for their phone number during 2FA?
A: If their phone number is already saved in Atera, they’ll only be prompted to enter the verification code.
Q: Can I schedule activation or deactivation of the Helpdesk Agent?
A: Currently, this must be done manually through the console.
Q: How can I change the phone number used for authentication?
A: Technicians can reset a user’s phone number from the Atera console > Contacts section.
Q: How can I identify which devices have the Helpdesk Agent enabled?
A: Check device status in the Atera console.
Ticketing and Communication
Q: How do end-users submit tickets?
A: End-users can submit tickets via:
Email
Customer Portal
Helpdesk Agent icon or hotkey (CTRL+F12)
Alerts
API integrations
- Creating a ticket with the Helpdesk Agent
Q: How do Helpdesk Agents receive tickets?
A: Tickets are received from multiple sources — including email, the portal, alerts, and API submissions — and appear in the ticketing dashboard.
Q: How can Helpdesk Agents track ticket progress?
A: Agents monitor and update tickets through dashboards, filtering by status, technician, priority, or customer.
Q: Can customers submit tickets without sending an email?
A: Yes, users can submit tickets via Helpdesk Agent on Windows or through the Customer Portal.
Q: What permissions are needed for users to use Helpdesk Agent?
A: Permissions are managed in the Customer/Service Portal; The 'Ticketing' toggle needs to be enabled as mandatory.
Troubleshooting and Technical Issues
Q: What if the Helpdesk Agent doesn’t stay active?
A: Verify the TicketingTray.exe process is running, clear installation folders, and whitelist relevant Atera servers.
Q: Why does the Helpdesk Agent disappear from devices?
A: This can result from registry key or file path issues. Recreate missing registry keys or reinstall the agent.
Q: How do I fix a stuck or non-responding Helpdesk Agent?
A: Stop TicketingTray.exe, restart AteraAgent service, and clear temp or registry entries if necessary.
Q: Why did the Helpdesk Agent activate without consent?
A: This may occur from a platform issue. Deactivate it from the console.
Q: How can I brand the Helpdesk Agent with my company logo?
A: Upload your logo in the Atera console and whitelistticketingitemsstoreeu.blob.core.windows.net.
Q: What if the logo doesn’t appear?
A: Check network connectivity and ensure the logo file is valid. Contact Atera Support for persistent issues.
Security and Compliance
Q: Does the Helpdesk Agent support multi-factor authentication?
A: Yes. It uses 2FA via phone verification during first-time login.
Q: What security and compliance standards does Atera meet?
A: Atera maintains SOC 2 and HIPAA compliance, hosted on Microsoft Azure with full data encryption.
Additional Features
Q: Does the Helpdesk Agent support screenshots with tickets?
A: Yes. When users create a ticket, a screen capture is automatically included.
Q: Can the Helpdesk Agent trigger self-service features?
A: Yes. It can provide access to knowledge base articles, AI assistants, and self-help options (if enabled).
