Ideas and Feedback

Ideas and Feedback

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  1. I would like to be able to export ALL tickets into a spreadsheet that I can then manipulate.

    3 votes

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  2. Setting to remove or hide filter view on right hand in tickets view
    It takes up a lot of display area on right and cannot be removed or minimized

    2 votes

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  3. Search multiple tickets with the same subject heading for merging into one ticket.

    3 votes

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  4. The ability to have a billable time entry summary sent to the customer anytime a technician has submitted one through a ticket.

    2 votes

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  5. A ticket can only be assigned to a technician.
    In big companies, IT departments have many workers and sometimes a ticket must be reviewed by more than one technician.

    3 votes

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  6. Actually in the settings there's the flag "Ticket cannot be reopened", the request is for a second flag as a title.
    Thank you!

    3 votes

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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!

  7. An allowed domain list that would block any email from a domain not on the list. This would be very helpful in blocking unwanted tickets from being created and force your end users to use their business email to open and manage tickets. This would result in a much cleaner contacts list for those who wish to use the feature. In addition it would prevent phishing emails and such from hitting your ticketing system

    2 votes

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  8. Setting a "Save as Draft" option in tickets would be valuable for documenting a long process.

    2 votes

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  9. Being able to un-merge tickets.

    2 votes

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  10. I would like to have quick replies per customer and one category that all can see.

    When a ticket arrives we would like to only see the general quick reply’s for all customers and all the specific reply’s I made for that customer.

    1 vote

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  11. When tickets are sent to Google calendar, if the customer name would be added either in place of or in addition to the Atera ticket number

    3 votes

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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!

  12. For MSPs that are moving away from existing RMM platforms to Atera, it would be great to have a more robust migration path. I'm putting this idea in the ticket area and specifically to be able to import historical tickets from Kaseya BMS into Atera, but I could see this being valuable to other MSPs coming from other platforms, and not just ticketing data.

    2 votes

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  13. Hi,

    Customization of email templates to the client is critical. This option in Atera would be a wonderful addition.

    1 vote

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  14. Ability to have multiple signatures based on clients.

    3 votes

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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!

  15. When merging tickets, you should be able to highlight all tickets to merge, and then select which of the selected tickets to merge the others in.

    Currently you have to be aware of a ticket title or number to merge into, and you need to ensure you DO NOT select the merge destination - this is counter-intuitive and makes it harder than it needs to be to merge.

    2 votes

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  16. 3 votes

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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!

  17. When employees quit, they usually leave behind a good amount of resolved tickets, that can be good to have easily accessible. It's not always easy to remember keywords from a ticket (especially if it's someone else's ticket).

    So if we could sort tickets and filter it to a disabled technician, it'd be very helpful!

    1 vote

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  18. Possibility to change the fonts at creating the ticket

    3 votes

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    Nice! The feature you requested is being considered for development. 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!

  19. We would like an option for when one of our technicians are on-site they can select the customer they are visiting and have a timer for how long they are on-site. At the moment we have to create a ticket and manually add a timed entry.

    Ideally this could be done on the app.

    3 votes

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    Nice! The feature you requested is being considered for development. 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!

  20. Creating a scheduled ticket is great, but there doesn't seem to be a way to set the scheduled ticket's start date. For example, I want to create a ticket to pop up every Quarter. I can set the recurrence to Monthly and set it to every 3 months, but it creates the initial ticket when it wants to, not when I want it to. This also becomes a problem when you have to edit the scheduled ticket - it resets the next ticket creation date, again to what it wants, not what I want.

    2 votes

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