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  1. Ability to create tickets that are master tickets with sub tickets attached to it. mainly for bigger projects.

    This will for example Created a Project, within that project multiple tickets link to it where one could see how far % a project is, whats completed, whats not.

    65 votes

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    5 comments  ·  Tickets  ·  Admin →
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  2. AI Automated Ticket Replies: to create an automated reply to a customer based on their request. To ask basic questions. Email template in the ticket automation rules is good but it would be nice that AI would create a response and send it to the customer

    3 votes

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  3. Have the ability to create rules based on different device profiles and their status or alerts. Example: If a server goes down for more than X minutes automatically create a ticket, if the server goes up after such ticket has been created and no one has opened it automatically close the ticket. If a SNMP device has a warning or alert notification for more than X minutes automatically create a ticket so the technician can be aware of the problem. Sometimes we get so many alerts that real issues fall into the cracks.

    1 vote

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  4. Customize the response for when the chat is unavailable

    1 vote

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  5. The ability to change the color on a status. For example, open ticket (Green), pending ticket (Orange), On hold or Onsite Request ticket ( Red). The current status are all orange.

    Just easier on the eyes when closing 40-50 tickets a day.

    3 votes

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  6. It would be nice to get an email notification when another tech responds. For some reason if a tech responds or is the contact in a ticket. They do not Get an email response and would only know by manually checking the ticket.

    1 vote

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  7. The ability to create multiple or custom ticket boards. Examples like Alerts, Admin Work, Projects, Escalated.

    With appropriate work flow rules as well

    20 votes

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  8. The notes are sorted, that the newest is at the bottom. To get quick all the informations, it is better to change it, that the newest is on top!

    1 vote

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  9. Ticket creation from customer call

    5 votes

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  10. When making a new ticket, the Primary Contact should appear first in the list of users to make a ticket under, and they should also be designated by the green asterisk on their username, which is already evident in the Customer Page under Contacts.

    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.

    3 votes

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  12. Create Ticket on the API can only do Single Line, it would be good to add the ability to put switches in to add new lines or even html tickets.

    3 votes

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  13. Ticket impact/type: ability to just hide it completely

    1 vote

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  14. Email configuration for the helpdesk should allow for Office 365 integration. That way the ticketing system is reading the mailbox directly AND does not need to using name spoofing which can cause issues with mail filters like VIP Impersonation. It would be great to see Atera utilize this feature that has been readily available in other help desk platforms.

    1 vote

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  15. Creating an SOP to teach users about Ticketing Basics

    1 vote

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  16. Notification for the internal note for technician is not very much obvious. Would be nicer to be bigger. Somewhere else on the site. Because it’s small on the notification center. It took us a while to figure out where it popped out

    6 votes

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  17. In a corporate environment, we have multiple groups with distributed lists that consist of numerous members. Whenever a member of these groups responds to an email that already has a ticket in Atera, a new ticket is created, with the same subject as the previous replies and this sender is added as a requester. As a result, we end up with many tickets for the same issue.

    To avoid this problem, we would like all replies to be added to the same ticket, even if a member of the distributed list is included as CC. We want the replies to…

    2 votes

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  18. Move the conversation drop-down/menu to the top of the ticket under the initial email. Additionally this would make it necessary to have the original email/ticket submission be at the top at all times.

    2 votes

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  19. It would be a massive benefit to be able to disable the ticketing system completely within Atera. Like alot of Atera users, we use an external system due to how poor the built in Ticketing system is. Everything is tied to tickets but takes up space on the dashboard etc without being able to remove it.

    2 votes

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  20. Ability to schedule surveys to be sent out X amount of time per month, rather than every time after a ticket, so it doesn't spam the end-users

    2 votes

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