Transcript
Well, in our agenda today, we are going to do a presentation about who we are, me and my partner here, who accompanies us, Doron. We are going to talk a little bit about the Atera platform, the resources and training that are available to you. And then we are going to go deeper into the Atera platform. We are going to do a live demo. And at the end we are going to have questions and answers, but feel free to send your questions here in the Q&A section. And we will be responding that way. I like to do this in the most interactive way possible. So feel free to send questions, anything you have. And here we will be joining us. And well, let's get started. Well, I'm going to start by introducing myself. My name is Daniela Vasquez. I am part of the Customer Success team here at Atera. I am here to support you. I am, along with Doron, we are the ones who speak Spanish. So we are supporting the entire market in Latin America and Spain. There is no way to speak our own language to be able to understand. And Doron also accompanies us, who is also part of the team. And he also speaks Spanish. He is not a native Spanish speaker, but he speaks perfect Spanish. So here he accompanies us. Doron, do you want to say something? Well, nice to meet you. Anything, I'm here to answer the questions. And well, come on, let's go. Yes. Perfect. Well, a little bit about Atera. Atera, as you know, is an all-in-one platform. We support Windows, Mac and Linux. We do from patching, ticketing, application center, remote access, automations. We also have for those who are not ITDs, the departments of technology and information, that we also have the billing part. We have asset management, many things. And here you can find all the benefits of having everything in one place. Also right now we are with Action, with artificial intelligence, as you can see here in the center of the screen. And some of you have to use it. If you want to tell us in the chat if you are using Copilot, if you are not using it yet. It is a very, very powerful tool. We are going to mention a little bit about this, but well, it is something that we recommend that you explore more, more in depth. We support the teams of technology and information in organizations of all kinds and sizes. We have clients that are a single technician and they are PIMEs. And we also have very large companies with more than 30, 40, 50 technicians. So we support all sizes. We are in more than 120 countries, with six languages, English, French, German, Portuguese, Italian and Spanish. We have industries of all kinds, from health, education, commerce, manufacturing, energy. So there is a lot of diversity. And it is something that we here like to support. And our clients are mostly IT or MSPs. As you know, we have resources and training. We have our Knowledge Base articles. We have our support team available 24 hours a day, 7 days a week to support them. We always remember to open the chat with them and they can support them. If you have any questions, you can also contact us, your Customer Success Manager. We have the Atera community. You also have access to the Product Roadmap, where you can see what is being planned and what is already in production of the new features or features that we offer. And where we are now is in the webinars, which are all recorded and are on the Atera platform, and you can find them there. Any questions so far that you want to send us in the chat? Very good. Let's continue. Let's start with the live demo of Atera. As I mentioned, feel free to send any questions. I'm going to share them here. Tell me if you can see the screen. Very good. As you can see, we are going to start here with the dashboard, or what we call in Spanish the control panel. Perfect. Thank you. Here we have the dashboard, where you will have a visibility, at first glance, of what is happening in your environment. So here you have the ticket status, the alert status, you can see the locations of where your sites are. All of this you can customize, that is, you can move it, you can make it bigger, you can make it smaller, and you can move the widgets, depending on what is most important to you. So you have quick visibility of what is going on. Also up here you can edit them, or you can restore the default value. Once we are here, what I would like to explain to you, we are going to touch on the PSA area, which is ticketing, and also in RBM, which is everything that is monitoring, patching, and alerts. So I want to start first by telling you how you should have your locations. The locations are the physical places where you are located, or let's suppose that, for example, here in Atera, we have Atera Headquarters, New York, Romania, Vegas. So these are the physical locations you have. I'm going to open this one here. And within the location, you can add all the information, the phone number. Once you add the address here, you will be able to see on the map where it is located. If you don't add the address, you won't be able to see it on the map. And all the relevant information to the description that helps you identify the site. We also have the users that you can add. You can add them in different ways. You can do it manually. You can do it by importing a file. Or you can also do it by synchronizing with Azure AD, as you can see here. Within the location or the site, you will have the devices here, where you can see all the devices connected to that specific site. Here you can see the basic information. And here, directly, if the device is online, you will also be able to do several actions. But we will talk a little more about that later. Here you have what the assets are. That is, they are those things that you can't track or that you can't add to the Atera agent. But you want to know that Doron, he has a mouse, he has a mouse, he has headphones. Here is where you can add and you can link it to the user that is relevant. Within the site, you will also be able to see all the tickets related to that. They also have the general view here. But if you want to see the specific site, you can do it through this medium. We also have the specific alerts to this site. You can add passwords here. These are passwords for your own control. You can add here, for example, the Wi-Fi password. So here you can save it. You can also add joint files that are relevant. In case you have employees who are working from home, you can add it directly from here. Here we have a question from Victor. Instead of address, can they be the coordinates? For example, if we go here, you can open it in Google Maps, but the way you can add it is with the address. So once you add the address, you can click on Open in Google Maps and the map will appear. Once you click on it, this will appear. This is the general location. Something that is very important for me to mention and that is a way that allows them to have better control of how they handle their equipment is by using the folders. This is very important because it depends on how you have your location and how you want to map your users. The use of folders can be very useful because once you go to everything related to automations, the folders will do the job much faster. For example, here you can go to Actions, Manage Folders, and you can add as many folders as necessary. Here in this case we have PCs, Macs, Testing, Servers. You can create as many as you want and depending on how you are going to control and manage or monitor those equipment, those devices. For example, we have clients who also do it in one way. For example, management. All management teams maybe want to track them in a different way. So they make a folder that is specific for management. Maybe they want to do it by department because maybe the design department needs to have a different software. So this is how you organize it. And when it comes to automations, this will help you automate and avoid manual work. Remember that with Atera what we are trying to do is to automate everything we can so that there is less manual intervention so that you can invest your time in other projects and continue to grow together. I remind you that you can send any questions through the chat. Doron is waiting here to have more questions. Very good. And now we are going to... This was about devices and we are going to start with that. Here you have another view of all devices and you have the option of filters. You can restore the filters and once you select, suppose in this case we want to see Macs, you can save the view and you can make the view public or private. Private is only for you and public is for the entire team that is inside Atera. Also for those who are using Copilot, artificial intelligence, you can put it here and you can write anything you want to filter and Copilot will do it for you instead of having to do it here manually. Very good. Now you are asking how you can add devices to Atera. So we have three options to do it. Here we are going to install an agent or you can do it directly. Here it is from Novedad Activa. So we can go to install an agent and we have the Windows, Mac or Linux option, as we talked about at the beginning. Here you are going to select your client and here you are going to select which folder you want to send it to. It is important to mention that once you select the folder and receive here the agent's installer or the links, either for the command or for the installer, you must remember that these are going to be sent directly to the folder. So this is something you have to keep in mind if you are going to use different folders, make sure you have your links separated so that they go to the correct folder. Once you have this, you install it and you will be able to see all the devices here. Once we enter a device, we are going to enter the Vima laptop. You can assign here which user it is related to. Remember that we add the users to the location and there are three ways to do it. Either by importing it manually through Azure AD or by importing the file. Here you have all the information of this device, specifically the alerts, the patching states. Here you can go directly. And in case there are available patches, directly from here you can patch it and you can install it. Here you can see all the information regarding the hardware, the disks, the operating system, the custom fields that you can create, passwords, adjunct files and monitored devices. Here is everything you can see. You will also have metrics. Something that is very important is the activity record. You can see everything that has been executed within this device. You can receive additional information. For example, in this case, we see that the PowerShell was executed. Once you click here, you can see all the information regarding that specific action. The profiles that run are also sent directly to the reports. So that you know that there are details within everything that you can start using. Here, once you have the file monitoring, the profiles, sorry, of the automation thresholds, here you will be able to add it. You will be able to see them and you will be able to run them in the same way. Perfect. So now we are going to start with the RMM part, which is monitoring. Let's go to the administrator menu or admin. If you want to tell us in the chat if you normally have the Atera platform in Spanish or English. I normally have it in English, but I also like to change it to Spanish, but I know that many clients who speak Spanish also have it in English. So I'm going to tell you the two translations for those who are more familiar with English, with the platform in English. We go here to the administrator menu, to the admin, and then we go to supervision and automation. And here we have the IT automation profiles or part management and automation of information technology. And this is where you will be able to create any profile. Let's open one that we already have here to see how it is selected. So, as you can see, here we have it divided into three columns. We have the management of the operating system, the management of patches, and the management of disks and maintenance. First of all, it is important to note that up here we have the filters, and it is very useful when you have an environment with a mix of Windows, Mac and Linux. So here in this case we select Windows. And those that are not relevant to Windows will appear in gray. And here we can see all the patches that are available for Windows. Normally, a recommendation we give, and a better practice, is to create different profiles, depending on the type of patch you want to make. In this case, you can do this, you can select here, you can mark all these, but what we recommend is to do it specifically for the type of patch you are making. So in this case, we can do one for the security update, and if you want to do another one to update all the software, it would be to create another specific one to update the software. So we have this here. Otherwise, we have, I'm going to mark all of them, we also have here patch updates for Mac and Linux. Here we have a restart if necessary. This is very important to mention, because if you notice, we have this restart, and another restart here. We have to remember that these two are very different. This one down here, restart if necessary, is the one that will work along with the configuration policies, which we will talk about later. So just to keep in mind that if we mark this one, this restart will be only in case a patch requires a restart. And you will be able to control the restart through the configuration policies. If it happens to you that your clients or users tell you, my computer is restarting whenever it wants, then with the configuration policies, you will be able to control that. Very good. Let's go. So we have this here. We have software management. Here you can update the software. We have two options for Windows and one for Mac. For Windows, we have Chocolaty or Winget. So you can select which one you want to use. And for Mac, we have Homebrew. Once you click here, you will update all the software that is installed in the device. If there is any software that you want to exclude, you can click here on manage and select that software that you want to exclude. We have software packages here. This is a feature, a feature that I like to recommend a lot because when you are adding new equipment to the environment, let's say there is a new employee and they are going to give him a computer and normally what people do is install the necessary software for that person. And this is when again the folders are very important. Why? Because you can create a software package. In English it is called the software bundle. And you can say, ok, I want a software that is for everyone, let's suppose it's design. So this design person needs to have a specific software and whenever we want to add Google Chrome, Photoshop, whatever you need, then you create your bundle and you can use this profile up here that says run the profile in the newly installed agents. So this means that when you install the agent and it goes automatically to a folder, this software that you marked specifically for that folder or that type of equipment will be installed automatically and you no longer have to worry about having to add it manually. So here you can add it and run it. Perfect. We also have the Windows updates here, Windows 10 or Windows 11. This is something that Atera is already working on because as many of you know, Windows 10 will no longer be supported by Windows. It's not Atera's fault, it's something that Windows decided to do. So here you can go and update Windows 11, those teams that are eligible for this. We have the disk management here, we have these two options, maintenance. These are things that you can run weekly. And nothing else is for the maintenance of the equipment. Sometimes we have users who never restart their equipment, so here you can force the restart every two weeks. And you can also run patches with the command sequence. Something I forgot to mention here is that if you have the private software repository, you can also add your own software here and run it directly from here. You can also, here everything is related to patches, to the operating system. You can postpone them or you can exclude them. So here you can mark if you want to postpone it and how long you want to postpone it. This is very useful when you need to test the patch before running it on all teams. So you can say, we need 14 days to test it and make sure it will run well on all teams and it will not conflict with the software we have. So this is a very useful way to do it. And also down here you can exclude those patches that you don't want to run ever. Very good. That was how we create profiles. Now let's see how they are assigned. Here we have the option to run it in the time zone of the account or the team, that is, the Athera account. If you go to the profile here in my account and to the account configuration, you can assign your time zone. But if you want to assume that you have clients in different parts of the world or in different time zones within your country, this is very useful because you can say, we want teams to meet every Friday at 5 p.m. So you can do it depending on the time zone of the account or the local area. You also have the possibility to make the patch, let's assume they run the patch. And when they run the patch, the team is offline. So obviously the patch is not going to run because it was not on at that time. What you can do is you can program it to keep running, let's say here for a week, until the team is online again, the patch will run, and in this way we will ensure that the patch is successful. You can also receive an email, an email with the information that the patch was run, and what we mentioned, the profile assignment that we want to automate as much as possible, is that here you can do it by location, that is, in general, all the teams that are within Atera New York will have this patch. Or you can do it in a more specific way, which was how we talked about selecting their folders, and here they mark it. Or if you want to do it specifically just for some, you do it through the agents. If you have any questions about the patches, you can send them to us in the chat, and here we will answer them. You can also program the patch, which is up here where you can do it. You can add several options, and you select here, or you can run it immediately. Very good. Now, if you remember that we mentioned that the restart, if necessary, goes with the configuration policies. This is only for Windows teams, so we're going to go here, and we're going to open this one, and this is where you are going to control when the team is restarted. We have five options with the device configuration, the automatic restart if the user has started the session, deactivate it, you can restart it outside of the active hours, and you mark here which are those active hours. You can also restart after the selected time period, or the one I recommend the most, and the one I like the most, is to allow end users to control the restart of the device. So you can say that every 80 minutes, request that every 80 minutes, you can force the restart, so you can force the restart as many times as you want, and you can also send a personalized message to the user of the team, telling them that they need to restart the team, and that if they don't do it before, after the five notifications, that restart will be forced. This is very, very useful, and it's going to help you, and it's going to prevent the team from restarting within the working hours, maybe when they're together, if it's critical to have the computer turned on. So I recommend using this. Here we have the configuration of Windows updates, which you can control, which is where we mentioned that if you marked the restart, if necessary, then you control it through this. And in the same way, as I mentioned, the importance of folders is that here you can generate folders and select those specific teams. I remind you that this is only for Windows. I'm going to stop here. Now we're going to go to thresholds, or what we call in English thresholds. So we're going to open one that we have here. And well, what are thresholds for? This is for you to be able to monitor what's going on in the team, and so that you can have a... you can act in a proactive way, and not reactive. So it means that sometimes things happen and it can be too late, and the user or client gets angry because how did this happen? So with these alerts and monitoring, you can react in a proactive way before the user realizes that something is happening on their computer. So, for example, here we have several predetermined options that we offer, like Linux or a server. I normally recommend if you select one of these, that you check the percentages. You can edit everything here, or you can delete it if you don't need to. Here you have the option to edit it, and it's the percentage and the time period. I normally recommend that if you use the predetermined ones, that you check the percentage and the time period that you can edit it, as much as necessary for you, because there are alerts that are sometimes unnecessary because the way we have it is a little conservative. So just so you have that in mind. And one of the most important points for me, which is something that I highly recommend to invest the time to do it, is to create an automatic recovery command sequence. What we call in English auto-healing script. This, as its name says, means that when an alert is generated, what you are going to be able to do, for example, is the use of memory. So let's say the alert is generated and you are going to see it and you are going to have to join the team, and there are different cases, and there may be cases where you can simply solve it with a script, with a command sequence, so this way you don't have to do it manually. So, for example, let's say you are joining, so what can you do? You can look here in our command sequence library, you can look for a script that can help you clean up the memory. So, for example, here you can delete the temporary files, select the script, and this way, when the alert is run, as long as you have a script there, the script will run and the alert will be marked as resolved automatically. So it's not going to be something that you're going to have to do manually, as I mentioned, it's going to be something that you're going to do in a proactive way, and here the most important thing is that you're going to automate and you're going to get rid of small tasks that Atera can do for you. As I mentioned, this is for Windows, Mac, or Linux. These are the ones that can be created, and you can create other thresholds in three ways. The predetermined value, that you can create, that are already defined by us, which are the same that you will find in these predetermined values on the right, but you can select each one you need. You can make them personalized, as you can see here, you can add the command sequence. Here you can add them, and in case there's something you can't find, for example, I've had clients that want to monitor the battery, so you can create a script where you can monitor this and receive alerts based on this, and this is only for Windows for now. But as I mentioned, here you can also add your auto-healing script. Very good, and the profile assignment, in the same way, is by location, folder, or agent. One thing that's important to mention is the difference between the patching profiles and the thresholds. In the patches, you can create as many profiles as you need, and add, if you need 50 to a single team, you can do that. With the thresholds, you can only generate one threshold profile per team. This is to prevent an alert from conflicting with another. We have the option to configure the alerts, you can receive those alerts by email, I also recommend you be careful here, because you can have a lot of alerts in your email. So here is something that, once you activate it, you will receive it in your email, and you can define here if you want the alert for those thresholds that are warning or critical, as you can see here, the colors are different, and when you create a new one, you can see the severity of the alert. Information, warning, or critical. Not for the informative ones. So we generate it here, and if you want to generate alerts for a specific site, you have to go to the location, I'll show you where, to the location, and from there activate the alerts. You wouldn't do it from here. You can also create tickets automatically based on the alerts. So let's say there is a critical alert for this site, so a ticket will always be generated, and you can also receive here you can receive alerts on the platform. Very good. Now I want to mention, well, here we have there are several things you can do within the supervision and automation, all these profiles. Software management, which is where we mentioned the software bundles, or software packages, which is where you can create, edit, or delete them if necessary. But this is the general part of the RMM part of Atera. If you have any questions, you can send them through the chat. And now I want to Now we understand how you can generate these alerts and monitor everything that is happening in the teams. And now we want to see how you, as part of the IT team, how you can solve it and how you can deal with all of this. So let's say an alert was generated and this alert creates a ticket for you, or simply there is a failure with, as you can see here, with the printer. So one of your users opens a ticket for you, and you receive it here. So here you will see that you will be able to have everything in one place because you will not have to jump from one platform to another, nor have to investigate what is happening because all the information will be concentrated in one place. As you can see here, I'm going to start with the tickets. We have here the screen of the tickets, where are all the tickets in general from all the sites. You can filter here and see what is happening. You can, if you need more filters, you can do it directly from here. In the tickets, we have the option to program tickets. This serves as reminders for you. Sometimes it can help you if you have projects or you know that every two weeks you have to track something or be in contact with someone. You can create a new ticket manually and down here it gives you the option to program it. So you create, select the location, the user, you give it a title. You can add adjacent files. And down here is where you can program it, either using the option of artificial intelligence or manually. You select here as it would be. On the right side, we have more information regarding the ticket that will help you understand as technicians, have all the information so that when you have to work on that ticket, you have all the necessary data. And you can create templates of the form, as you can see here we have several templates with information that you need to know and fill all this efficiently. So we generate here and once you create it, it will appear in the programmed tickets section. This is a very useful tool that I highly recommend using. Let's see here the part of the tickets. So we have here, let's open this ticket that Doron generated. The printer is not working, so what can you do? Here you have the state that you can create more states. When you have Athera, it comes with I think there are four states predetermined, but you can add more in case you work in a different way. You can assign groups. This is something new in Athera and we are very excited about this because now you can assign Tier 1, Tier 2, depending on how it works or how you work in your team. So you can assign it, let's say you generate a group of roles. So you have Tier 2 and right here you select it and only people who are in the Tier 2 group will be able to see these tickets. You can assign it directly to a technician. If there is any problem or incident, you can add more and the state of the activity is something that you can modify depending on how you work. Here we have the public response and the internal note, which is very useful when you want to communicate within technicians or leave information that is basic so as not to forget and in the same way be able to notify other technicians within Athera. We have the option to add files. If you are using the copilot, it is also very useful because you can generate an answer and ask the AI to improve it or generate it in a more professional or more formal or informal way, your answer. This is very useful when you also have technicians who are a little more junior level, so this helps them a lot. Here you can see all the conversation about what happened in the ticket, the activity of the ticket. If you use the copilot, you can generate an article for your knowledge base. You can generate an article that, based on what happened in the ticket, the solution is generated. And as I mentioned, here is the time tracking and all the properties of the ticket that we mentioned that you can create. ¿Alguna pregunta hasta aquí? ¿Alguien que tenga algo en específico que quieran revisar? Bueno, vamos a seguir. Al final les voy a mostrar cómo todo esto es muy bueno porque todo lo van a poder ver en los reportes también. Entonces, bueno, vamos a ir aquí y vamos a ver los settings generales, las configuraciones generales de los tickets. Bueno, si ustedes todavía no han empezado a usar el ticketing dentro de Atera pero lo quieren hacer, aquí en la configuración del correo electrónico es donde tienen que ir para usar este correo y este correo es el que ustedes tienen que poner, supongamos que están usando Gmail, tienen que poner en su equipo, en su correo de soporte, tienen que ir dentro de Gmail y decir que todos los correos que lleguen a ese correo electrónico se redireccionen a este correo para que los puedan llegar dentro de Atera. Entonces todo lo que les llegue ahí se va a ver también reflejado en Atera. Entonces aquí pueden seleccionar si tienen su propio dominio, lo pueden verificar, si quieren responder del nombre del usuario o un nombre en general para todos. Pueden agregar todos sus correos adicionales de asistencia o de soporte y aquí tienen plantillas que son la que ustedes quieran usar, esta es la que pueden definir por el usuario. Algo que es muy buena aquí a la configuración de los tickets, aquí es donde ustedes como vieron tenemos aquí el temporizador, lo dejé aquí abierto a propósito porque a veces se nos olvida que está ahí. Si es algo que ustedes no usan o no necesitan o lo marcan de una manera diferente, ustedes pueden apagar el timer o el temporizador de aquí directamente para que no les pase esto o lo pueden ocultar dependiendo de sus preferencias. Pueden marcar aquí también los tickets que llegan como spam. Cualquier correo que les llegue a su supongamos correo de Gmail como spam también se marcaría aquí como spam. Pueden redondear los tickets, pueden hacer las respuestas predeterminadas que sean la respuesta pública o la nota interna y bueno aquí tenemos más opciones referente a la secuencia del ticket si quieren empezar con un número en específico. Tenemos también el autotagging que esto les ayuda también para los reportes y ahorita vamos a ver cómo funciona y el portal de servicios si es algo que están usando también es algo muy útil. ¿Alguna pregunta hasta aquí? Doron veo que está muy activo con todos todo bajo control perfecto muy bien entonces ahora les quiero mostrar el portal perfecto veo que hay algunos usuarios que prefieren usar la plataforma de Atera para los tickets y los pueden generar los tickets manualmente como se mencionaba antes pero también tenemos el portal el customer portal o el service portal que es lo que llamamos así donde ustedes pueden lo voy a abrir aquí se los voy a compartir donde ustedes pueden tener que sus usuarios puedan crear tickets de esta manera y también pueden ver todos los tickets que han creado con ustedes en este caso yo voy a entrar con el SSO se está cargando ok como pueden ver aquí tenemos lo tenemos con la inteligencia artificial pero ustedes los usuarios entrarían aquí y ellos verían esto que es lo que ellos van a ver ellos pueden crear aquí un nuevo ticket pueden abrirlo manualmente o si ustedes están usando el AI pueden hacer que sus usuarios empiecen a hablar primero con el asistente de la inteligencia artificial antes de tener que abrir un ticket entonces de esta manera si hay algún problema ellos van a tratar de encontrar la solución con el con el asistente de inteligencia artificial y en caso de que sea algo que requiera intervención humana se va a crear un ticket para que ustedes los técnicos lo puedan solucionar entonces aquí pueden ir y verlos pueden ir en este caso y ver todos los tickets que han creado y en caso de que sea relevante y ustedes están generando artículos del knowledge base para que sus usuarios lo puedan ver ellos podrían entrar y esto les va a generar mucha ayuda para no tener que hacer las cosas que a veces en este caso por ejemplo dentro de la tela tenemos aquí como instalamos la impresora del piso 9 entonces yo en vez de ir y abrir directamente un ticket yo sé que lo puedo hacer yo puedo encontrar la información directamente desde aquí es lo que llamamos en inglés self-help for users bueno esto es referente al portal y quiero mostrarles uno de los beneficios más grandes de tener todo dentro de un mismo lugar que ustedes van a tener todos los reportes y toda la información para tener acceso a entender que está pasando en su ambiente para que a veces sean los a veces gerencia quiere ver que lo que está pasando como está el sistema, el monitoreo todo esto lo pueden ver directamente desde los reportes tenemos en este caso el reporte en general que este es para los para los tickets ustedes pueden ver aquí como se están generando la mayoría de los tickets pueden exportar a Excel o a PDF todos los reportes también tenemos hablamos del parche de los parcheos entonces bueno antes de pasar a eso les voy a enseñar otro referente a los tickets tenemos el el reporte que es Ticketing Summary ustedes pueden aquí generar diferentes filtros para ver que es lo que está pasando en sus tickets y tenemos mejor control después podemos ir también a a los de parcheo búsqueda de implementación de parche este es un reporte muy bueno porque no solo encuentran toda la información también pueden correr los parches desde aquí entonces aquí pueden ver toda la información y en caso de que haya alguno que lo quieran instalar lo pueden hacer directamente desde aquí hay muchos reportes y esto requiere también una sesión porque hay tantas opciones de información que pueden obtener que es muy bueno para ustedes y hablando de una automatización más referente a los tickets les quiero mostrar también las reglas de automatización de los tickets esto es muy útil porque ustedes aquí lo que van a poder hacer es crear reglas para que Atera automáticamente tenga acciones dentro de los tickets entonces supongamos algo muy común es por ejemplo un usuario crea un ticket y ustedes pueden crear una regla de automatización que le manda una notificación al usuario diciendo que recibieron su ticket y que están trabajando en él otra opción por ejemplo si un ticket tiene pendiente porque están esperando escuchar respuesta de ellos por más de 3 días mandarle una notificación y recordarles que están esperando o tal vez a esos pueden tener tickets que están ahí sin respuesta y no se mueve nada porque están esperando respuesta del usuario entonces lo que podemos hacer es generar una nueva regla que les diga si el ticket lleva en estado pendiente más de 5 días automáticamente se abre el ticket entonces son muchas acciones y propiedades que pueden hacer por ejemplo si ustedes tienen si el ticket viene de un correo en específico queremos que siempre se mande a un técnico en específico entonces marcan aquí la acción y lo pueden marcar al técnico que sea relevante son cientos de opciones las que se pueden crear yo recomiendo que es algo que vale la pena invertir tiempo y jugar con estos porque son muchas automatizaciones que les pueden ahorrar mucho tiempo a ustedes vamos a ver me gustaría ahora perfecto tienen algunas ideas o automatizaciones que podrían usar si es algo que les gustaría compartir o es algo que ya están usando también les recuerdo que tenemos a nuestro equipo de soporte, entonces si ustedes están queriendo crear una regla y no encuentran cuál es la propiedad que deberían de usar, porque yo sé que hay muchas y a veces puede ser un poco complicado siempre pueden ir a nuestro equipo de soporte aquí arriba y contactarlos para poder hablar con ellos, iniciar un chat en vivo y ellos con mucho gusto siempre les van a apoyar bueno nos quedan cerca de diez minutos para terminar la sesión entonces me gustaría ahora darles a ustedes el escenario y que ustedes nos comenten qué es lo que piensan si tienen alguna duda, alguna pregunta Doron, ¿cómo vamos con las preguntas? ¿bien? Muy bien Jorge nos dice Hola, yo estoy interesada en la funcionalidad de chat con los usuarios Ok, ¿es algo que se puede hacer? Con el chat de los usuarios me imagino que te refieres a la opción de ir vamos a mostrarlo en esta pantalla vamos aquí a un equipo quiero encontrar ese que está en línea bueno vamos aquí a administrar y vamos aquí a las más herramientas al chat y activar a ver que nos dice Jorge iniciar un chat desde el icono de la gente en la barra de tareas Ah, ok entonces para hacer esto te podemos mandar el knowledge base esto lo puedes activar déjame te enseño un momento vamos al menú de administrador y mi cuenta configuración de la cuenta chat con la gente entonces aquí es donde lo podemos instalar también lo vamos a poner si lo quieres hacer me imagino que te refieres al al icono que aparece aquí abajo entonces es la manera en que lo puedes hacer que va a aparecer en el taskbar si lo quieres activar para todos lo puedes hacer directamente aquí también desde los dispositivos los generas a todos y me parece que es acciones de la gente del servicio de asistencia técnica y lo puedes activar aquí para todos tus usuarios lo puedes hacer desde las ubicaciones o los dispositivos en general Francisco Rodríguez nos pregunta ¿está disponible en idioma español? Actualmente lo tenemos en inglés, en francés y en alemán, todavía no tenemos agentes en español, pero esperamos que es algo que vayamos a tener muy pronto pero de todas maneras si hay alguna situación en la que es básico comunicarse en español le pueden solicitar al equipo de soporte para que los podamos apoyar de la mejor manera y esperamos que muy pronto tengamos agentes en español vamos a ver vamos a ver si tienen alguna otra pregunta con la que les podamos apoyar te voy a mandar por el chat el link a nuestro knowledge base para que puedas ver como para que tengas la información de como activar el agente del help desk te lo voy a mandar por aquí ¿lo intentaste ahorita? veo que dices que no has conseguido hacerlo funcionar ¿lo intentaste ahorita o en el pasado? porque con esto ahorita que te mandé si sigue los pasos ahí lo vas a poder voy a mostrar mi pantalla aquí para que lo puedas ver aquí te dice activar el agente vas a more tools, help desk activate y lo puedes hacer por usuario supongamos que no quieres que todos lo tengan entonces aquí lo puedes hacer perfecto, esperemos que ya con esto lo puedas activar y puedas estar en contacto tus usuarios puedan estar en contacto contigo de esta manera así como aparece aquí ¿alguna otra pregunta? no tengan pena todo lo que se les ocurra es momento de mandarlo vamos a esperar un par de minutitos bueno parece ser que ya es todo perfecto Francisco ¿podrías comentar un poco más sobre la integración con Copilot? sí, por supuesto el Copilot es un es el AI que estamos generando el Copilot el beneficio de lo que puede hacer es que el objetivo es que el Copilot haga muchas de las cosas que sea como un técnico asistente para ti, ¿no? este lo puedes encontrar en muchas áreas de la plataforma como puedes ver lo tienes aquí de manera general que tú le puedes hacer cualquier pregunta referente vamos a empezar un nuevo chat aquí hay algunos prompts que te dice que puedes hacer pueden analizar imágenes resolver tickets pero todo esto lo encuentras también dentro de varias ubicaciones por ejemplo si estás en un ticket puedes ir aquí y dar clic en el Copilot el Copilot primero te va a hacer un resumen del ticket te va a decir que lo que está pasando el Copilot va a analizar que fue todo lo que se discutió en el ticket y te va a dar soluciones de lo que puedes hacer por ejemplo aquí te está dando estas tres opciones y te pregunta si quieres proceder con alguno de estas tú le dices que sí y esto lo que está haciendo es que en vez de tú tener que hacer la acción manualmente tú nada más le dices al Copilot y sabes que el Copilot lo va a hacer por ti esto es referente a los tickets hay muchísimas cosas que se pueden hacer pero no es algo tan poderoso que se recomienda una sesión separada para esto tenemos otros webinars que también podemos compartir para que los puedan aprender un poco más pero como puedes ver aquí dentro del ticket como les mencionaba pueden generar artículos aquí otra vez le pueden abrir el Copilot y preguntar que es lo que está pasando si van a las alertas también pueden preguntarle el Copilot va a analizar qué pasó con la alerta tenemos que recordar que la gente está dentro del equipo aquí es donde van a tienen el beneficio de que la gente todo va a investigar dentro del equipo porque ya está ahí dentro entonces lo va a poder analizar y dar una respuesta también lo tenemos en los en el scripting entonces si vamos a aquí secuencia de comando ustedes le pueden preguntar al Copilot vamos a bueno tenemos la biblioteca donde se comparten todo lo que otras personas hacen pero mejor aún es que si ustedes quieren crear su propio script pueden ir aquí con el Copilot y por ejemplo aquí hay varias opciones le dicen que es lo que quieren generar el Copilot lo genera automáticamente y lo pueden guardar y correr son muchas cosas que se pueden hacer y Francisco si estás interesado recomiendo que vayan aquí a su al centro de ayuda y lo habla con nuestro equipo de soporte y si inician un chat en vivo le pueden decir que quiere recibir más información sobre el Copilot y uno de nosotros se puede poner en contacto y darles más información podemos tener una sesión más a fondo para entender también ustedes como lo pueden usar y darles el beneficio dentro de su caso específico Actualmente cuentan con Empresas Partners Si tenemos partners dentro de Latinoamerica Rosa si también es algo que te interesa está en contacto con uno de nuestros partners o algo entonces también podemos por medio de nuestro equipo de soporte los puede solicitar y ellos van a redireccionar su solicitud a la persona indicada Nos preguntan ¿Es posible que Copilot solucione incidencias en los tickets? Si El Copilot puede solucionar muchas cosas dentro de los tickets Claro que depende de que tipo de ticket y cuando información se tiene pero el Copilot ese es uno de los beneficios más grande porque antes lo que un técnico tenía que entrar, investigar y ver que está pasando el Copilot te puede dar toda esa información y generar acciones para que te solucionen los problemas Yo recomiendo mucho que quienes están interesados aquí nos pueden poner en el chat y nos ponemos en contacto con ustedes para para platicar más a fondo sobre esto ¿Partners en Chile? No estoy segura, tendría que revisar esto con nuestro ¿No? ¿Tendría que revisar eso? Tampoco no sé, tenemos que preguntar a nuestro amigo es que no estoy seguro pero creo que sí pero bueno a ver un momentito Podemos investigar esto y te avisamos también Víctor para que también tengan un contacto directamente por ahí ¿Alguna otra pregunta? con lo que los podamos apoyar Sergio si quieres que Sergio, Francisco los que mencionaron sobre el Copilot si quieren que nos pongamos en contacto con ustedes para platicarles más y tal vez podemos tener una sesión donde podemos enseñarles en tiempo real que es lo que está pasando también les podemos abrir un trial para que lo prueben y una vez que lo empiecen a usar ya no van a querer dejar de usarlo pero muy beneficioso bueno les voy a mandar una encuesta si la pueden resolver después de que terminemos por mi parte es todo, muchísimas gracias por acompañarnos el día de hoy esperamos que sea el primero de muchos otros webinars que podamos hacer con ustedes en español y que sepan que aquí estamos para apoyarlos en el idioma nativo y apoyarnos de esta manera entonces muchas gracias gracias a todos por participar y vamos a estar en contacto que pasen muy buen día les voy a mandar ahorita la encuesta muchas gracias
