Service Portal overview

Users can open, manage, track, respond to support tickets, access knowledge base articles, and view all company tickets from an easy-to-use platform. A customized user experience can be achieved by configuring the Service Portal URL, sending personalized welcome emails, and choosing what type of tickets users have access to. For more info, see the Service Portal

Tickets

The Service Portal allows users to see their current tickets and create new ones. When a user logs on to the Service Portal, they will see all of their tickets, based on the filters that they have selected. If a user is selected as Main Site User, they will be able to see all the tickets created for that site. Learn how to manage your sites and users

View tickets

Users can filter tickets by clicking the filter icon () on the top-right side of the page. They will be able to filter by the ticket fields available for them to view or edit. Learn how to set ticket field visibility in the Service Portal 

Manage/View an individual ticket

From Tickets (on the sidebar), select the relevant ticket.

The Ticket page appears. 

Tickets can be managed by editing the Ticket Details and Ticket Properties, which can be found on the right side of the screen. 

Under Ticket Details, your users can easily track the status of their support request and see which technician is working on it. 

Under Ticket Properties, your users can view key details about their ticket such as the 'Ticket Priority,' 'Ticket Type,' 'Ticket Impact,' and 'Product Family.' Additionally, any custom fields that you have configured within Atera will be visible here.

Note: Your users will only be able to view the fields for 'Ticket Status', 'Ticket Type', 'Ticket Impact', and 'Ticket Priority' if they are set as 'Editable' or 'View only' under Admin > Custom Fields > Tickets. Additionally, the 'Product Family' field and any other custom fields that have been created by your admin will only be visible to users if they have been set as 'Editable.'

See this article for more information on ticket field visibility in the Service Portal. 

Respond to tickets

There is also the option to reply to the ticket directly from the Service Portal. Simply type your reply in the text editor on the Ticket page. When you're finished, click Publish. The ticket will update automatically and the assigned technician will see the reply.

Your users can also attach files to their replies in the Service Portal. This can be done by clicking Attach Files below the text editor and uploading the relevant files. 

Add a ticket

Customers can create a new ticket from any page within the Service Portal. 

To get started, simply click the + New Ticket button located in the sidebar.

The Add Ticket page appears.

When creating a new ticket, users can provide essential information such as the 'Ticket Title' (mandatory field), and any other fields thats appear, such as 'Ticket Priority,' 'Ticket Impact,' 'Ticket Type', 'Product Family,' and/or Custom Fields.
Note: An Atera admin can customize which fields are editable, visible, and mandatory within the Service Portal by modifying the settings in Atera under Admin > Custom Fields > Tickets.

After filling in all the relevant fields, click Save to add the ticket. 

Knowledge Base

Enable your end users to solve problems on their own by creating a Knowledge base that they can access via the Service Portal. To view Knowledge Base articles, your end users can click the Knowledge Base tab (on the sidebar). The Knowledge Base appears with the relevant Categories, Sections, and Articles enabled for that specific site. Learn more about setting up a customized Knowledge Base for a site

To access a specific article, your end user can click the Article title. The Article page appears

Your users will be able to view the article content, any relevant files associated with the article, and additional details such as the article's creation and modification dates, and relevant keywords.

They also have the option to rate the article's helpfulness which will help you understand if your Knowledge Base articles are relevant and up-to-date. 

Edit profile

Contacts have the option to edit their profile directly from the Service Portal.

To do this, the user needs to click My profile (on the sidebar). The My Profile page appears. 

From here, the user can change the First Name, Last Name, Job Title, Email, Phone and Portal password.

The user can also log out of the Service Portal from this page. 

Reset password

If your users forget their password for the Service Portal, they can reset it directly from the Service Portal login page by clicking Forget password?

Enter the user email address on the Reset Password page. We'll send a password reset code to the email address provided, which can then be used to reset the password and regain Service Portal access. 

Languages

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.