707 results found
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Improve adding Manual Time Entries
In the new UI, entering manual time entries is very laborious.
Having to enter HH:MM:SS and then type AM or PM, twice (start and finish) multiple times per day is very annoying.
It should be in 24-hour format. So we just enter, for example, 11.48 and 13.17, and that’s it. If we don’t enter seconds then these should default to 00 on seconds.
222 votes -
Ability to turn off ticket tabs
We would like the ability to turn off ticket tabs - we don't find them useful as they are presently.
2 votes -
Adding the option to append the date of the ticket creation to the ticket number.
We are in the process of onboarding with Atera and noticed that the ticket numbers are simply an incrementing number.
Some of our users appreciated the old system's ticket numbers including the date that it was created. an example being 15-11202025, this way it can be identified as the 15th ticket created on 11/20/2025.
Can a checkbox option be added in the settings for companies to choose to add the date to their ticket numbers?
5 votes -
Emails to other than the requester
I would like to be able to start a "side conversation" on a ticket for when I need to communicate with a third party related to the issue at hand.
64 votes -
New Tickets page UI - Feedback [Q1, 2026 Feature release]
Hi everyone — we’d love feedback on the new Tickets page UI (the redesigned, configurable table).
What’s new (vs old Tickets page):
- Detailed vs Compact view (Compact = more rows per screen)
- Show/hide columns
- Reorder columns
- Sorting + saved views
- New columns: Approval status, Created date, Last action date, Parent/Child tickets
What we need from you:
- Reply with anything you’ve noticed, but if you can, use this quick format:
1) Your setup
- Detailed or Compact?
- High-volume queue or occasional triage?2) What works
- What’s better than the old page?
- Missing columns?
- Too many clicks?…2 votes -
Trouble Ticket Detail Templates
I would like Atera to implement a Ticket Detail Template feature within the New Ticket screen, specifically under the Enter Ticket Details field . This enhancement would introduce a dropdown menu that allows users to select from predefined templates, helping streamline ticket creation and ensure consistency in language, formatting, and technical detail.
How it Would Work:
Dropdown Placement: Above or below the Enter Ticket Details field, a dropdown menu labeled “Insert Template” would allow users to select a predefined ticket detail template.Template Management:
Templates would be configured by Admins in the Admin center.Each template should include:
Formatted text,…15 votes -
Can ticket automation do follow-ups and close if no answer?
We've been trying to find a way to implement automated tickets follow-ups (using "activity status" and "hours since status changed") but can't seem to get it to work. Has anyone been able to make it happen? Currently, there is no trigger for Activity Status just Status. We cannot mark the ticket as Pending everytime to trigger this automation. Defeats the purpose of an automation it will have be done manually. I found a reddit article replied by Atera (3 years ago) and still no change. https://www.reddit.com/r/atera/comments/zevva9/can_ticket_automation_do_followups_and_close_if/
1 vote -
API for emails to pull tickets in via API calls rather than forwards or SMTPAuth
An option to integrate with email providers i.e. Microsoft via API calls rather than forwards.
This would allow emails/tickets to be pulled in fast, secure and minimises the amount of issues that can arise from email forwards and can help prevent ETP systems from double scanning emails that have already been checked (reducing hops and preventing further delivery issues)
2 votes -
Ticket Forms, under type, Dropdown with dependencies, it would be nice to multiple child levels.
When creating new ticket forms and selecting a dropdown with dependencies, there is only one child layer option. It would simplify our setup if we could include multiple child levels. I have attached an example of the current option and the desired option.
2 votes -
Ability to schedule already open tickets
I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
It doesn't even need to be necessarily closed, just disappear…30 votes -
Deleting comments
Ability to delete comments.
If an external email has dropped inappropriate content into a ticket, we should be able to delete that ticket comment to remove the content.
43 votes -
Assigned Group Feature Needed
Hi, I need a way to group tickets by assigned category, such as Security, Networking, Printers and Scanners, Hardware, Software, etc. This would allow for better analysis of the data. Is it possible to add this feature? Thank you!
1 vote -
Allow querystring on ticket creation URL
Allow selecting fields or entering values for ticket creation in the support portal URL using Querystring
Por example:
1 vote -
stop counter when leave the page
Add a way to auto stop the counter when we leave the ticket page, now if u leave the page, the counter continues on the top, and if we don"t stop it, we can have tickets with few hours for nothing.
1 vote -
1 vote
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Short window (2-5 minutes) to edit ticket response by tech
Allow a short period to edit a techs response in case of errors (spelling perhaps) or re read unclear item before posting - after which no edit is allowed.
1 vote -
Request to Include Custom Fields in Ticket & Customer Dataset
I’d like to request an enhancement to the current API/UI data exports. At the moment, custom fields created for tickets and customers aren’t included in the returned dataset, which limits their usefulness—especially for reporting, automation, and integrations.
Having access to these custom fields (both in API responses and in any exportable datasets) would significantly improve our ability to build accurate workflows, dashboards, and documentation. These fields often store critical business-specific information, so including them would be extremely valuable.
2 votes -
Request for Larger Page Limits When Querying Tickets, Customers, Alerts, etc.
I’d like to request an enhancement to the API/UI regarding data retrieval limits. Currently, when querying items such as tickets, customers, alerts, and other objects, the page size limits are quite restrictive. This creates unnecessary overhead, especially for larger environments where we need to pull or review substantial datasets.
2 votes -
approval
It would be awesome if we could automatically require all tickets from a company go to the main contact for approval requests! Manually doing this is tedious and often missed!
2 votes -
tabs
Tabs should close when tickets are resolved/closed - There are filters to check on old tickets (closed/resolved).
Alternatively, the option to turn off tabs altogether would be welcome.
1 vote
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