Atera Mobile App

The power of Atera — at your fingertips. Support your customers from the office, on-site, and on-the-go, with alert monitoring, access to customers, contacts and devices, remote access via Splashtop, ticketing, and more. The Atera Mobile App comes in French and German too! 

This article will show you how to:

• Customize alert settings
• Resolve or snooze alerts
• Create tickets
• Edit ticket properties and filter by status

Alerts

Customize alert settings:

1. From the Atera Mobile app, go to Settings. Then set the alerts.

Resolve an alert:

1. From the Atera Mobile app, go to Alerts.

2. Swipe right on the desired alert.

3. Tap Resolve.

4. Tap Yes to confirm.

The alert has been resolved.

Snooze an alert:

1. From the Atera Mobile app, go to Alerts.

2. Swipe right on the desired alert.

3. Tap Snooze.

4. Decide how long you'd like to snooze the alert for.

The alert has been silenced for the selected duration.

Manage a Ticket

Once created, you can manage your tickets via the Mobile app. Add messages, see ticket details, and edit ticket properties.

Create a ticket:

1. From the Atera Mobile app, go to Tickets.

2. Tap the plus icon. The New ticket page appears.

3. Enter the ticket title.

4. Select the customer, contact, and contract (optional). 

5. Assign the ticket to a technician or leave unassigned. 

6. Select the ticket properties:

• Assignee: Unassigned, Technician name(s)
• Priority: Low, Medium, High, Critical
• Impact: No Impact, Minor, Major, Site Down, Server Issue, Crisis
• Type: Incident, Problem, Request, Change

7. Add a message (optional).

8. Click Create.

Edit ticket properties:

1. From the Atera Mobile app, go to Tickets.

2. Select the desired ticket. The Ticket page appears. 

3. Click Details. The Ticket Details page appears. 

Tap the ticket properties to edit them.
Edit by:

• Ticket Status: Open, Pending, Resolved, Closed
• Ticket Priority: Low, Medium, High, Critical
• Ticket Impact: No Impact, Minor, Major, Site Down, Server Issue, Crisis
• Ticket Type: Incident, Problem, Request, Change
• Ticket Assignee: Unassigned, Technician name(s)

Filter tickets by status:

1. From the Atera Mobile app, go to Tickets. 

2. Tap the filter icon.

The Filter window appears. You can filter tickets by Open, Pending, Resolved, or Closed.