Ideas and Feedback

Ideas and Feedback

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  1. When a technician creates a ticket for the customer, in the ticket view or when in the customer tab, under tickets-- any newly created tickets by the technician currently show in the GUI that the ticket was created by or "from" the customer which is inaccurate. Often we may see an issue on a network and open a ticket on the customer's behalf. The customer gets notified by email that "we" the technicians have been notified of the ticket/issue they submitted, however, they never submitted anything and have no idea why they are getting a notification. Incoming technicians for the…

    2 votes

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  2. Show most recent messages in conversation view at the top. I dont want to see the beginning of the conversation every time and scrolling to the bottom is time consuming.

    2 votes

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  3. Have Ticket History with the option to collapse (collapsed by default); and have Ticket Properties moved above the History for better navigation/control of the tickets.

    1 vote

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  4. Allow for tickets to retain the ticket number from an external system.

    We currently have another ticket system for all business systems in another application, but use Atera for all itsupport requests.

    We want emails that are forwarded from that system to Atera (via automation) to retain the ticket number so any correspondence will be stored in both Atera and the external system.

    currently a new ticket would be generated on each reply

    1 vote

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  5. It would be extremely helpful to be able to assign a Title to tickets. It would be extremely helpful to see the Title of a ticket. This would give me an idea of what the ticket is about as opposed to having to either log into the console or access the mobile app to see what the ticket is. Being able to see a preview of the ticket would let me know immediately what tickets deserve immediate attention versus tickets that can wait.

    1 vote

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  6. Would be nice to have more flexibility when creating tickets, we want our customers to be able to create their own tickets without having to call us using their portal login. But at the moment the ticket is very basic. Would be nice to be able to download a template form for new starters.

    Would be nice to have additional options for product family (i.e if customers selects xx then another field appears for them to fill in xx info.

    It is OK having the description box at the bottom, but customers do not always provide all of the relevant…

    1 vote

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  7. When you make a new ticket allow the ticket to open in a new tab straight away so you don't have to then search for it have an advanced search feature where you can search a particular customer for tickets

    2 votes

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  8. When a ticket is assigned to a customer with a specific contract, that contract has a rate as well. When a technician sets the time he/she took to complete the ticket, it is less than the amount of time according to the rate. If the rate is $200 per hour, but the ticket only took 24 minutes, can Atera please add a function to then calculate the amount due for the 24 minutes instead of the $200 for a full hour.

    1 vote

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  9. I've noticed that time entries always round down on the minute.

    So 1 minute 50 seconds shows as 1 minute on the time entry.
    I assume this is a visual thing on the ticket view and not how its calculated for contract billing.
    Because we can end up with times when we have a lot of small entries and if its rounded all of those down for the bill contract we could be losing out on a lot of time (money billable).

    1 vote

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  10. The default response in a ticket is sent with the sender of the company and not with the sender of the e-mail settings.

    You should have the possibility to create these mails as a template yourself.

    1 vote

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  11. 1 vote

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  12. It would be useful to be able to order the quick reply templates rather than all new ones just going to the bottom of the list.

    2 votes

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  13. Add option to create automation rules, to the fields of the tickets like if i chose a priority high the ticket impact is minor when i edit some field.

    or add the option that automation rules have the condition "When X Field change"

    1 vote

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  14. Posibility to exclude the no laborable days to no count the days of the festivity days

    1 vote

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  15. Have the name of the submitter at the top of the ticket when viewing and put the time spent on the ticket in the list view.

    1 vote

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  16. 2 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. With the new UI if your resolution allows you to see all 20 items (Tickets, Customers, Devices etc) the scroll bars do not load which results in the 'Auto Scroll' to load the next set of 20 not being available and the only way to fix it is to shrink the window or adjust the Zoom.

    1 vote

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  18. 2 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!

  19. Guys how can an RMM this advance "NOT" have the simple ability to CC other user when creating a ticket in the portal??? this is basic stuff Why should anyone one have to ask for this? Atera is head and shoulders above the others but the guys over at Ninja are poking fun at you for this.

    Very embarrassing!

    Please fix ASAP it's not hard!

    1 vote

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  20. Some technicians work with automatic timer opening because they forget to log their hours

    Some like to do it manually and not have it create a log for every time they enter a ticket

    1 vote

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