745 results found
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ticket tabs, close them when a ticket is closed!
when i close a ticket i want the tab to close as well. Anything other than that is stupid and whoever vetoes this ideal needs sin binned.
38 votes -
Automation trigger for new internal comments
This feature request proposes adding a new event trigger to the automation engine that activates whenever a new internal comment is added to a ticket. Currently, automations are largely limited to public updates, but this addition would allow for seamless internal workflows—such as notifying specific team members or updating ticket metadata—based exclusively on private technician notes without alerting the end-user.
16 votes -
Ability to delete within tickets PLEASE!
Users often send things to their tickets that are completely unrelated. The tickets get messy. We need a way to delete information that is sent to tickets please!!!!!!!!!
15 votes -
Ability to Edit
Often we receive out of office replies, large signatures, or extraneous information (like a giant forwarded email string) in tickets. Sometimes, because of how Atera is designed, we put the wrong info in a ticket. We have to have the ability to clean this up. Even if it's an option we can click in Admin we need that option.
It's at the point where I'm ready to look for another helpdesk application.
10 votes -
Put entries back to the top
Please give us a choice on whether to enter info from the top or bottom of a ticket. It used to be top and I prefer that. Now we're forced to enter from the bottom. Some may like this but we should have a choice.
6 votesHi,
We wanted to let you know that your feedback is currently under review by our product team.
We appreciate your patience during this process and will update you accordingly.
Best regards,
The Atera Team
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Ticket automation rule export
I'd like to be able to export our ticket automation rules into a csv or similar file. This would help with designing automations and with training new technicians that will also be developing automation rules.
4 votes -
Please make the ticket reply field resizable
With the new ticket layout, please make the ticket reply field larger, or resizable so we can see more than five lines when replying to a ticket.
5 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.
13 votes -
Ability to edit tickets
Please give admins ability to edit the tickets to remove duplicates, long emails that are forwarded, and mistakes.
3 votes -
assigning devices to tickets without the need of assigning every device to a user
it would great if the drop down for the device assigned to a ticket would show ALL devices of the customer - maybe beginnig with the devices that are assigned to the ticket user, then a line, then all other devices.
ther are customers with one local admin that have to get assigned every device, there are customers with devices everyone uses.
2 votes -
Edit and delete comments
Tickets are getting long and messy because we can't edit or delete comments. We're getting out of office replies, long forwarded emails, the occasional mistake when posting to the wrong ticket, and occasional inappropriate comments. Give us the right to control our helpdesk!!!!!!!!!!!
4 votes -
convert Public comment to internal note
Please create the option, to convert a public comment to an internal note.
3 votes -
Move user to another site
I'm unable to move a user to a different site. The AI shows a ridiculously cumbersome solution. Please make this easier. Staff move around.
5 votes -
having a piece of hardware not associated with a user
When tickets are created by a user, the system that is assigned to them is automatically picked. However there are problems with this setup. #1 Users can be using a different machine, say in a conference room that is the one that is having trouble. #2 The device in question is their CELL PHONE. Right now we have no way to tie a ticket to a device that isn't a computer, and we can only assign a device for the user that created the ticket. that is too restrictive.
2 votes -
Manipulate "Approvals" in the built in approval engine within tickets
I'd like to be able to add an approver to a ticket with ticket automation rules.
5 votes -
Atera mobile app
A way to change conversation thread order in mobile app, so the newest correspondence is top instead of having to scroll all the way to the bottom of the ticket to see new conversation.
1 vote -
standard ticket filter (status: open/pending) should be (statustype: open/pending
standard ticket filter
Ticket lists often start with the standard filter open/pendingin case of self defined ticket statuses like "waitung for customer response (pending)" it would be much more effective to filter statuses OF TYPE open/pending
1 vote -
Indicator on an open ticket tab when a new comment is posted
Please provide some kind of indicator when a new comment is posted on an open ticket to the ticket tab, i.e a green or pink dot in the place of the users initials next to the ticket number. Those initials mean nothing. You could use the empty white space above the ticket tabs to also include metrics like recent comments and activity.
1 vote -
Ticket Form Filtering & Access Control
We need the ability to filter tickets by Ticket Form on the Tickets page, as well as display Ticket Form as a column.
We also need form-level user access/visibility controls, so administrators can choose which users or groups can see and use each ticket form.
Some forms are intended only for IT, such as incident or sanitization forms, while others are intended only for HR, such as onboarding and offboarding forms.
Having every ticket form visible to every user is confusing, cluttered, and impractical, especially as the number of forms grows.1 vote -
Start ticket timer when technician is assigned
I'd like a global rule that could start the ticket timer only after a technician has been assigned to a ticket.
In our setup, tickets flow into a technician group, then those techs manually assign the tickets to themselves. Having the ticket timer start when just viewing a ticket is making the feature not as useful.
We're also seeing the ticket timer still running even when there are no tickets opened in ticket tabs.
1 vote
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