Atera Documentation

This guide will show you how to set up your new Helpdesk Buttons with Atera in as few as 15 minutes.

Integration

Atera integration requires three main parts:

1) set up the API integration.

2) configure helpdeskbuttons account.

Video Walkthrough

1) Get API Key

Click the Admin Tab

Next click on the API Tile in the Customer Facing Section

You can view the key by clicking the eye symbol or copy the key to the clipboard using the copy symbol.

2) Helpdeskbuttons.com Settings

Select Atera as the ticket system.

Enter your Ticket System API endpoint as shown (do not add add https:// or the path after the url)

app.atera.com

Paste your key into the API Key section

Click Update and the Integration Test button to send a test ticket.

Integration Defaults

Please note that defaults for priority, type, and standing must be set for this integration to work properly.

Anti-Virus and AntiMalware

It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\Program Files(x86)\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.

Dispatcher Rules

This is the list of variables that can be accessed when using the Dispatcher Rules.

Read/Write	Read Only
priority	selections
type	hostname
impact	name
append	email
msg	ip
subject	mac

Field Definitions

priority

The ticket priority level (Urgent, Low, ect):

impact

The ticket impact (No impact, Site Down, Crisis):

type

The issue type (Service Request, Incident, Problem, Alert):

other

There are additional variables which are common to all integrations. Those are documented here

The fields labeled input_* contain information typed by the user only in the event that they are not found in the PSA

Webhook Walkthrough

Atera does not support webhooks. We are looking into another system for enabling notifications for this ticket system.