Ability to open a ticket and NOT send an email to that customer.
Or ability to add contacts to the same email address and send the ticket email to that email address.

Timed ticket automations

I.e Whilst ticket is in 'Awaiting customer Response' status, after 24hrs send a reminder email to customer.

After 48hrs, auto close the ticket

Custom ticket statuses rather than just 'Open, Pending, Resolved & Closed'

By a community member:
We need the ability to assign multiple technicians to a ticket. We have ceveral tickets that would consider projects requiring multiple technicians to coordinate assigned tickets.

As most helpdesk engineers are working remotely a flag would help to show another user is actively working on the ticket.

Project Ticket - separate Tab like Scheduled Tickets.
This ticket should not be excluded from SLA counting

When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"

The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.

The facility to have a function to change a ticket to a scheduled ticket

The ability to edit Ticket entries, in particular private notes. I often use them to create a list of things that need to be done, or possible solutions to try on a particular ticket and creating a new note each time seems a waste.

Include all 'Time Entry' entries in the main body of a ticket in chronological order along with both 'Public Reply' and 'Internal note' entries, so it is possible to see in one list everything action committed on the ticket. Thanks

Hi I would like the Ticket time entries to be able to show the description of what work was done. So that we can see what was done and how long it took for the work to get done.

This should be in the Completed Ticket page and not have to go through Time entries and edit them to get the information.

This would also work if an email can be sent to a specific user internally with the Time entry as well as the description of the work that was done.

A major feature for any helpdesk is the ability to create workflows for ticket requests or changes. This can be automatic, so if this is requested, please email this user in contacts for approval, or the approver can be manually selected on the ticket/request ie software install, file share access or new equipment. IT facilitates and implements company/business decisions. Having an approval process would go a long way in helping a company meet ITIL framework requirements.

Allow conditions like AND and OR in conditions field in ticket automation. For example, the ability to be able to send email to technician only if the ticket is signed by someone else. If the ticket is assigned by technician himself, the email should not be sent to him.

When you are manually adding Time Entry into a ticket, the default duration/time spent is set to 1 hour. I think there should be a configurable option under ADMIN so we can set the default based on our working pattern. For us, most of our technicians do 15 minutes time entry.

The new layout is not productive. The spacing is to wide to view the ticket status in 1 look. For example the SLA part or waiting for technician respone. Its to far apart

The previous layout was way more productive/better view.

I like the filtering and ease of use with the dropdown for status/pending/open

Please consolidate the new view more for the tickets.

FEATURE REQUEST, AGAIN: Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.

Create a ticket deletion permission option in the PSA technician settings without needing to give a technician full admin rights

Please add the ability to edit and delete internal notes.

Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.