Configure your Service Portal

Toggle between Atera for IT Departments and Atera for MSPs (on the left-hand side above navigation) for features tailored to your specific plan. 

The Service Portal is your users' unique and personalized support site where they can open tickets, track the status of tickets, access knowledge base articles, and view all tickets ('main contacts' only).

You can customize the experience for your users by configuring your own Service Portal URL, automatically sending out a personalized welcome email, as well as selecting the kinds of tickets they can view.

View or configure your Service Portal 

Atera automatically generates a Service Portal URL for your company. You can provide it to your users as is, or create your own subdomain for brand consistency.

To access your Service Portal URL:

From Admin (on the side panel), click Service Portal

The Service Portal screen appears.

Notes:

• You can define your own sub-domain by creating a CNAME record in your DNS settings and redirecting it to 'servicedesk.atera.com' (the URL can look like this  http://helpdesk.yourcompanyname.com). 
• In order to have SSL (Secure Sockets Layer) enabled automatically on the Service Portal URL, the following URL pattern should be used: https://yourcompanyname.servicedesk.atera.com

When done, enter the new Portal Domain Name on the Service Portal page, and click Update 

In order for your user to access the Service Portal, they must receive a username and password from you. A unique username/password can be found on each user's page (they are automatically generated upon contact creation).

Additionally, you can automatically generate an email welcoming new users and providing them with the Service Portal URL, as well as their username and password. This provides them with everything they need to access the portal (See instructions below).

Note: A user will be added automatically to the system and assigned to their company based on the domain name, the first time that contact opens a ticket (provided the company exists in the system).

Generate automatic 'Welcome email' for new users

You can automatically generate a welcome email to all new users, containing the Service Portal URL as well as the user's personal username and password.

To generate an automatic welcome email:

1. From Admin (on the sidebar), click Email Settings

2. Enable the 'Send an email to a newly added user' option.

3. Select or create a welcome email template (Make sure that the template includes the 'Portal Username' and 'Portal Password' snippets, from the snippets list. Learn more about email templates.

4. Click Update to save your settings.

Specify tickets for viewing on the Service Portal

You can specify which tickets (by 'Ticket Status') your users can view on the Service Portal.

To specify:

1. From Admin (on the sidebar), click Settings. The Settings page appears.

2. On the Settings page, click the Tickets tab.

3. Under the Service Portal heading, check the boxes next to the tickets you'd like your users to view.

4. Click Save. Your users can now view the tickets you've specified.

Notes:

• Selecting "The ticket cannot be reopened" from Admin > Settings > Tickets will block users from reopening tickets in the Service Portal

Edit ticket field visibility in the Service Portal

You can control which ticket fields your users can edit or view in the Service Portal. This can be done for both default ticket fields and custom ticket fields.
Important Note: If your users are already logged in to the Service Portal when you change the ticket visibility settings, they may need to log in again for the changes to take effect.

To edit default ticket field visibility in the Service Portal:

1. From Admin (on the sidebar), click Custom Fields. 

The Custom Fields page appears. The Ticket tab is selected by default. 

2. Click the edit icon () next to the default field whose visibility you want to change in the Service Portal. The Field window appears. 

4. Choose whether you want to give users edit permissions, read-only permissions, or hide the ticket field entirely from the Service Portal. Then click Apply. 

Nice! The changes have been applied and will be reflected in the Service Portal.

To edit custom ticket field visibility in the Service Portal

1. Follow the steps above to navigate to the Custom Fields page. 

2. Click the edit icon () next to the custom field whose visibility you want to change in the Service Portal. 

The Field window appears. 

3. Choose whether to allow users to edit the custom field or hide the field entirely from the Service Portal. Then click Apply. 
Note: There is no read-only option for custom field visibility in the Service Portal. 

Great! The changes have been applied and will be reflected in the Service Portal. 

Select Service Portal language 

Users can select their preferred language after logging into the Service Portal. Once they receive the Service Portal URL + username + password and they log in successfully to the User facing portal, they can click App Settings (on the sidebar) and select the chevon icon next to the current language to choose their preferred language. 

Currently, Atera supports English, French, Deutsch, Spanish, and Italian. 

Note: If there is a need for the Service Portal in a language not currently supported, please contact support. We will guide you through a process to help us expand our language offerings, with your requested language potentially being included in our next release.