Until now, the client side of our ticketing ran through Atera’s portal. Atera is still there — it’s the remote monitoring and management platform that watches your devices and runs the ticket queue behind the scenes. What’s changed is the front door. Each client now has its own support portal at yourcompany.whedoit.support, carrying your company’s logo and colours, built for the people who actually need help: your staff.
Here’s what’s in it. Raise a ticket from your phone or desk, with a photo of the error attached. Track it and reply to the engineer in one conversation rather than chasing email threads. Ask the AI assistant for the everyday questions, and go straight to self-help guides. Managers can approve requests before work starts — changes and purchases, for example — so nothing is done or billed that nobody signed off. Monthly reporting shows what was raised, resolved and approved. And when a remote session is needed, it starts with a connect code and an authorisation step, so you always know when someone is on a machine.
Security was the starting point, not an add-on. There’s no new password to manage: staff sign in with their existing Microsoft 365 work account, so your own two-factor sign-in and Conditional Access policies apply. The portal runs on Microsoft Azure in the Australia East region, each company’s data is kept separate from every other client’s, and approvals and ticket actions are recorded in an audit trail.
For a business, the gain is simple. Requests don’t get lost in inboxes. The engineer gets the photo, the device and the details in one go, so the first reply is a fix rather than a question. Managers keep control of spend. And there’s a record of every request and approval you can show an insurer or auditor when they ask how IT support is managed.