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  1. I can only display the last comment made by the customer in an automated email ticket. The issue is that there is no context for the user's response without visiting the Atera portal. A helpful feature would be to allow the entire ticket conversation to be displayed in an automated email template when the user updates a ticket.

    39 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  2. Clients have asked me for copies the the ticket's in a pdf form. There is no nice way to print a ticket, and the time entry notes.

    74 votes

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    5 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  3. HTML Editor for Quick Reply Email Templates
    Option to view the HTML Editor for Sumernote added to toolbar its only add 1 tag more in the code

    codeview: toggle wysiwyg and html editing mode
    https://summernote.org/deep-dive/

    Already Released for the Email Templates but no for the Quick Reply Templates.

    11 votes

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  4. Adding spell check when replying to a ticket

    2 votes

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  5. With the new way Tickets are listed it is not as easy to tell when one is updated with a customer response. The "Activity Status" column needs to be the very first one or do one better and make each column moveable so you can customize your layout.

    3 votes

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  6. The ability to have a status such as "Block ticket" which will prevent the ticket being re-opened. This would be very useful for people who like to include the help desk in random email threads that are not support requests. I felt like this could have been easily achievable through ticket automation, however it doesn't appear to work and Atera support have advised this is not possible.

    1 vote

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  7. Currently Automatic ticket creation https://support.atera.com/hc/en-us/articles/360012444033-Forward-Email-for-Automatic-Ticket-Creation-in-Atera does NOT happen if the @ticketing.atera.com address is on the BCC line of the email. Sure, it works fine on TO: and CC: but if you want to sneak in a ticket on your reply email by BCC'ing the forwarding email, it will just get black-holed by Atera, and no ticket will be created.

    2 votes

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  8. It would be nice to have an attachments tab or category on tickets. Somewhere where all the attachments on a particular ticket are viewable. Either similar to the attachment tab for customers or just linked to side like the other ticket details.

    With the current system, it very easy to loose track of attachments, especially if someone else added it to the ticket because you may not see it without scrolling through all of the notes.

    2 votes

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  9. please provide colour scheme to tickets so they can be easily identified / distinguished based on their priority either by

    1) marking the whole div/row as "red" when it's critical/high
    2) having the priority values displayed with coloured bubles - similarly to status have it

    you can use this schema for colour selection or any other thats suitable

    https://cdn.sketchbubble.com/pub/media/catalog/product/cache/1/image/720x540/c96a280f94e22e3ee3823dd0a1a87606/p/r/priority-matrix-mc-slide7.png

    note: I know there is a filter for that, but that's an additional step which can be easily eliminated

    thank you

    11 votes

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  10. Allow filters to be more dynamic by default all which exclude checklist, this would fix having to update all views when adding a custom status, this should also be added to the API so you can fetch without grabbing all tickets, this would help Atera reduce consumption Aswell by more efficient calls

    1 vote

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  11. There is no easy way, inside Atera, to scedule a date of work or planned date of work. Using SLA always is a pain and not relevant of all ticket and jobs to do. also, adding that colum in ticket with easy access to change the date and filter by date would be awesome.

    1 vote

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  12. Could you make it possible to show more detailed information about tickets? Like who assigned the ticket to who, who closed it, who changed the status and so on.
    Would be greate for overwiew reasons.

    Thank you

    1 vote

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  13. It would be convenient and good if there was a button you could hit on the dashboard to begin taking notes when a client calls, which could then be converted into a ticket.

    This could be an extremely simple implementation at first, something like a blank text field that gets copied into a new ticket's body when you hit "convert to ticket". Then as you build upon the idea, you could make it more and more sophisticated.

    Future iterations of the idea could include form fields that could parse input for customer names / acronyms to auto-assign the customer, or…

    1 vote

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  14. Currently in order to merge tickets you have to know the ticket number you wish to merge the selected tickets into. It would be very convenient to be able to select all the tickets you wish to merge together and when selecting merge, be given the option to merge all ticket selected into the oldest created ticket of the selected. Otherwise still be given the option to also put in the ticket number to merge into as it currently is setup to do.

    Also would be nice to have it Auto-suggest merging of tickets when there is a ticket with…

    10 votes

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  15. Option, to not send an email to contact. Sometimes we have to mail to an external company, an email which the contact not have to see.

    Please add the option, to 'Do not send email to Contact.'

    1 vote

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  16. It would be nice to have an option for automatically switching a technician to the current profile in responding to a ticket. For example, we have automation that sets the default technician for all incoming tickets.

    When another team member is responding to a ticket they have to remember to manually assign the technician to themselves before responding or it appears to the end user that the default technician is still responding. Having an option to override that and respond as yourself would be great. I hope that makes sense.

    2 votes

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  17. According to the time of day the ticket is opened, could that automatically choose a billing date from the contract? If job is done after 5 PM, will it be possible to have a specific rate. I know I can manually change it but it would be nice to have it automatically

    2 votes

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  18. Currently, if engineer/technician goes to ticket time entries, he can see the rate we are charging customer. This information should not be shown to technician unless allowed via permissions. Billing and how much who is charged is responsibility of accounts team and engineers are not supposed to even see this information.

    You can mention the rate name, but no need to add the value to it... THat can be looked up if needed.

    3 votes

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  19. Possibly be able to sort tickets by assigned technician. At the moment, when viewing all unassigned and assigned tickets to see what is being worked on currently, it looks rather messy.

    6 votes

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  20. It will be useful to have the ability to generate a report per client with all the tickets activity in the last week/month

    1 vote

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