If after following the instructions for activating the helpdesk agent, you are experiencing any issues with the activation or creating tickets/opening from the helpdesk agent, please verify that the following steps are checked.

Anti-Virus

Add the following paths to the Antivirus whitelist:

• %userprofile%\AppData\Local\Temp\TicketingAgentPackage

• C:\Program Files\ATERA Networks\AteraAgent\Packages\AgentPackageTicketing

  For 32-bit:

• C:\Program Files (x86)\ATERA Networks\AteraAgent\Packages\AgentPackageTicketing 

Note: TicketingTray.exe is the helpdesk agent process.
 

Registry keys

The main registry hives are located under: 

HKEY_CURRENT_USER\Software\ATERA Networks\AlphaAgent

These values are added by the Atera Agent (when the activation command is triggered from the console) by running settings.bat located at:

C:\Program Files\ATERA Networks\AteraAgent\Packages\AgentPackageTicketing

Please ensure the following values exist and are correct:

• IntegratorLogin: The username/email address of your Atera account
   
• MachineID: The Agent UID, which can be seen in the device URL in Atera
  (e.g., https://app.atera.com/Admin#/rmm/device/xxxxxxx-ac2a-xxxxx-b4e3-xxxxxxxx/agent)
   

Previous installation

If the AteraAgent or Helpdesk Agent were previously installed, cached files or registry remnants may block proper communication with the new account. You can follow the next steps to solve the issue:

Clean registry leftovers

• Delete leftovers in: 

HKEY_CURRENT_USER\Software\ATERA Networks\AlphaAgent

Or you can use the following CMD command:

REG DELETE "HKEY_CURRENT_USER\Software\ATERA Networks\AlphaAgent" /f

• Delete settings.bat from: 

C:\Program Files\ATERA Networks\AteraAgent\Packages\AgentPackageTicketing\

• Reactivate the helpdesk agent from Atera: Device > Manage > Helpdesk Agent > Activate
  This redeploys settings.bat and recreates needed registry keys.
  
   

Helpdesk Agent cleanup script (.ps1)

Remove the Helpdesk Agent from the affected device by running the following locally in PowerShell as Administrator:

Stop-Process -name TicketingTray.exe -Force
Stop-Service -Name "AteraAgent" -Force
Remove-ItemProperty -Path "HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Run" -Name "AlphaHelpdeskAgent" -Force
Remove-Item -Path "HKCU:\Software\ATERA Networks\*" -Recurse
Remove-Item -Path "C:\Program Files\ATERA Networks\AteraAgent\Agent\packages\AgentPackageTicketing
" -Force
Remove-Item -Path ($Env:Tmp, "eo.webbrowser.cache.19.0.69.0.1.1" -join "\") -Recurse -Force
Remove-Item -Path ($ENV:Tmp, "TicketingAgentPackage" -join "\") -Recurse -Force
Remove-Item -Path ($ENV:Tmp, "TrayIconCaching" -join "\") -Recurse -Force
Remove-Item -Path "C:\Program Files\ATERA Networks\AteraAgent\Packages\AgentPackageTicketing" -Force
Start-Sleep -Seconds 5
Start-Service -Name "AteraAgent"

The script will prompt for confirmation — type Y to proceed.

Manual cleanup

Delete the following folders from:

C:\Users\%localuser%\AppData\Local\Temp

• TicketingAgentPackage

• TrayIconCaching

   

Note: AppData may be hidden, enable Show hidden items.

Then go to:

C:\Program Files\ATERA Networks\AteraAgent\Packages

and delete:

AgentPackageTicketing

Reactivate the Helpdesk Agent in Atera: Device > Manage > Helpdesk Agent > Activate
 

Company name

The company name is limited to 45 characters (Admin > Settings > Company Name).

• If your existing name exceeds 45 characters, you will only see a limitation when attempting to edit it.
• If the Company Name is longer than the allowed limit, the tray icon will display: "CompanyName... - Helpdesk Agent" and ticketingtray.exe may fail to start.
   

Helpdesk agent icon

If the helpdesk agent icon does not appear in the system tray:

Verify Ticketing configuration

• Ensure Ticketing is enabled under: Admin > Customer Portal > Ticketing
• Confirm the specific Customer is enabled for Ticketing.
   

Reset Ticketing configuration

• Disable > Re-enable Ticketing under Customer Portal configuration.
   

Remove specific Ticketing registry values

Delete the following values from:

HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent\Packages\AgentPackageTicketing

• HashModules
• PortalModules
• HelpdeskAgentOptionsCreatedKey
   

Or run these commands:

reg delete "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent\Packages\AgentPackageTicketing" /v HashModules /f

reg delete "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent\Packages\AgentPackageTicketing" /v PortalModules /f

reg delete "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent\Packages\AgentPackageTicketing" /v HelpdeskAgentOptionsCreatedKey /f

Re-enable the helpdesk agent

Disable > Re-enable the Helpdesk Agent on the device.

Network requirement

Ensure the following domain is accessible on the network:

ticketingitemsstoreeu.blob.core.windows.net