Atera's New Look

Atera’s had a BIG makeover. Our designers have reimagined and streamlined the Tickets, Customers, Devices, and Alerts pages, along with the filters to make things clearer and more beautiful. 

This article will cover the main improvements and capabilities of Atera's New UI (User Interface):

• • Tickets
  • Customers
  • Devices
  • Alerts
  • Opt out

 

Tickets

Assign technicians and edit the priority and status of your tickets directly from the Tickets page!

This section will describe how to:

• Assign a technician to a ticket
• Edit a ticket's priority
• Edit a ticket's status

 

To assign a technician to a ticket:

1. From Tickets, on the side panel, navigate to your chosen ticket and click Assign.

2. Select the technician from the dropdown list.

The technician is assigned to the ticket.

 

To edit the priority of a ticket:

1. From Tickets, on the side panel, navigate to your chosen ticket and click its current priority in the Priority column.

2. Select the desired Priority (Low, Medium, High, or Critical).

The ticket's priority is changed.

 

To edit the status of a ticket:

1. From Tickets, on the side panel, navigate to your chosen ticket and click its current status in the Status column.

2. Select the desired status (Deleted, Open, Pending, Resolved, or Closed).

The ticket's status is changed.

 

 

Customers

Add or edit the address of your customers, the phone numbers of their main contacts, as well as set the customer rank—directly from the Customers page!

This section will describe how to:

• Add a contact's phone number
• Initiate a phone call
• Add a customer's address

 

To add a phone number:
Note: The customer needs to have a contact associated with it. See how to add a contact

1. From Customers, on the side panel, navigate to your chosen customer and click Add phone.

2. Add the main contact's phone number and hit enter.

The phone number for the customer's contact is added.

 

To initiate a phone call:

Hover your mouse to the right of the contact's number and click the call icon that appears to initiate a phone call with the contact.

Notes:

• Atera will open the default app on your computer to initiate the call (FaceTime, Zoom, etc).
• The caller ID will reflect the settings of the default app on your machine/PC when initiating phone calls.

 

To add an address:

1. From Customers, on the side panel, navigate to your chosen customer's row and click Add address.

2. Enter the customer's address and hit enter.

Note: As you enter your customer's address, Google Autocomplete will return place predictions in a dropdown list. 

View the customer's address in Google Maps by clicking the icon.

 

 

Devices

From patch management to gaining insight into alerts—managing your devices just got a whole lot easier!

This section will describe how to:

• See a device's alert subcategory 
• Manage available patches

 

To see a device's alert subcategory:

From Devices, on the side panel, hover your mouse over the alert category to see the alert subcategory.

Subcategories include: Availability, Disk, Exchange, General, Hardware, and Performance. 

 

To manage available patches:

1. From Devices, on the side panel, navigate to the device's row and click Manage.

Note: If there are no available patches for the device, the Manage button will not display.

2. Select the patch(es) from the list. 

Note: The list automatically updates itself but you can click Refresh to manually update it.

Search for patches by typing in the 'Description' or 'Product' search bars. Filter the list by class (critical updates, security updates, service pack, upgrades, and drivers and tools), size, or installation status.

3. Click Install.

 

 

Alerts

Get more information by expanding alerts. Then create new tickets directly from the alert or assign an existing ticket to it, as well as manage the related device.

This section will describe how to:

• See more alert info
• Create a new ticket from an alert
• Assign an existing ticket to an alert

 

To see more alert information:

From Alerts, on the side panel, click the dropdown icon of the alert to see more information.

Note: Click the dropdown on the top-right of the page to expand all alerts simultaneously.

 

To create a new ticket from an alert:

1. From Alerts, on the side panel, navigate to your chosen alert and click Create Ticket.

2. Select Create new ticket. The New Ticket page appears.

4. Create your ticket. See how to manually create a ticket

 

To assign an existing ticket to an alert:

1. From Alerts, on the side panel, navigate to your chosen alert and click Create Ticket.

2. Select Assign existing ticket. The Select ticket window appears.

3. Enter the ticket title or ID.

4. Select the ticket from the generated list. Then click Apply.

The existing ticket is assigned to your alert.