FEATURE REQUEST, AGAIN: Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.

Create a ticket deletion permission option in the PSA technician settings without needing to give a technician full admin rights

Please add the ability to edit and delete internal notes.

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.

Use case is mainly to communicate with 3rd party, without having to change the customer the ticket is under.

Ability to put a ticket on hold, if e.g. you are waiting for spareparts.

When being put on hold, it should be removed from the ticket queue, and put into a Hold queue that resides on the dashboard.

When you get the spareparts, you should be able to change it to an open ticket and it fails back into the ticket queue.

Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.

The selector for adding a private note vs sending the user an email should be next to the area where you write the note/email NOT at the top of the page, which with long tickets could be way off screen.

The display for a private note should be VERY different to the email one so it is 100% clear that you're in private note and not email client mode. The email fields should disappear at a minimum. I would also say that the screen area should change colour and a private watermark or title should appear.

Remove the name Atera from the schedule ticket requests [ Atera # xxxx ] and replace it with company name [ I.T. Company # xxxx ]

Lock or freeze the ticket buttons at top of the ticket window.

When working with a long-standing ticket, a lot of scrolling is required to read the conversation history. It would be very help to then not have to scroll back to the top of the window to navigate to the agent or add a reply or note to the ticket.

If the six buttons at the top of the ticket window were locked in place, or in a banner at the top of the page, it would make navigation much easier.

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

suggested colour schema: (low) Blue > Green > Yellow > Red (critical)

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

thank you

Append original ticket when customer replies to automated notification rather than creating a new ticket.
At the moment the notifications from the ticket automation rules with the email templates will not append to a ticket when replied to , but open a new one.

Refer Atera case #262087

Add automation rule to close a ticket. If you configure automation rules to open a ticket you should also be able to automate closing a ticket. An example being, if you have an availability monitor set up and the alert opens a new ticket but that alert gets resolved a few minutes later you should be able to automate closing the ticket as well.

New layout is messy, unclear and wastes load of space. Awful.
Before it was clear the state of tickets and there was contrast to differentiate sections and status colours popped.
Now it's this very light pallete, which took Atera from too white to now too white and far far too light.
More contrast, clearer and add dark mode please.

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.

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.

When hovering over a ticket, it would be helpful to see number of hours applied to the ticket without having to click into it.

Ticket list shows title as "#1234 Ticket Title".
Open ticket shows title as "#1234 Ticket Title".
But search result shows as "Ticket Title #1234", search should instead show "#1234 Ticket Title".

Clients should get details of a ticket when a ticket is created not just the ticket number the actual notes that technicians write when creating a ticket.