741 results found
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Email Template for Ticket Comments
Problem: No ability to change the template used by Atera for emails notifying the tech and emails notifying the contact when comments are added to a ticket.
When I have custom and in my case very custom HTML email templates for Ticket Creation to User, Ticket Creation to Tech, Ticket Assignment, Ticket Status Change, and Ticket Resolved. But then when a tech replies to someone's ticket to help them it shows up as just some poorly formatted words in their inbox by comparison. It actually makes my brand look bad and incompetent as now it looks like my support given…
2 votes -
Ticket Tags
It would be beneficial to have the option to delete and edit ticket tags. This would allow for corrections on typos and removal of tags that are no longer relevant.
3 votes -
Tickets API date range and more items per page
It would be great to fetch a lot of tickets for a given date range.
We have tools for analytics and currently have to send a lot of fetch requests to generate statistics for specified month.Please add a from and to date for the request and increase the returned items per page on the response.
Thank you very much
1 vote -
Internal notes
It would be useful to be able to keep the internal note at the very top of the ticket just beneath the most recent message.
Also if we could use the same note/notepad for each internal note entry created.
It's very frustrating having to scroll through the entire thread just to compare an internal note that was created at the beginning of the ticket.
It would also help other technicians reviewing the tickets to be able to see all internal notes a tech created in a ticket. It gives them a quick recap of the troubleshooting process that was taken…
1 vote -
Alert on system desync with assigned tech when changing
We frequently have new tickets come in where one of us takes the ticket and then the next tech assigns themselves very shortly afterwards, as they see it as unassigned still.
There should be a way for the system to notice the tech sees it as unassigned but the backend system is changing it from a user to another user and trigger an alert or stop the action.This causes an issue with when the first tech to grab the ticket has it disappear from their queue and it ends up in the other tech's queue instead. THis is particularly…
1 vote -
Calendar Integration for Scheduled Tickets
Scheduled Tickets don't seem to have the ability to add a calendar entry because the calendar integration appears to only work for live tickets - which is kind of annoying because something scheduled in the future is VERY useful to have in ones Calendar!
What would be INCREDIBLY useful to our business would be if we could do Scheduled tickets which we could create a calendar event for as part of the ticket scheduling, so we can see scheduled tickets in our Outlook Calendars rather than only on the scheduled ticket page - stops a situation where we double-book ourselves…
4 votes -
Ticket automation based on support email address
It would be great for us to be able to create ticket automations based on which support address received the email.
Currently we have multiple SLAs for a particular client depending on the service type. So we have created additional support email addresses for the different service types but cannot manipulate the incoming ticket based on the support email address.
1 vote -
Ticket retention
We need a way to place a retention policy on the tickets that are under closed or deleted status.
Example: if ticket a ticket is closed or delete for 6 months of last modified date, then completely remove it from the platform. Sometimes our users send sensitive data over tickets even when we request they do not and we want to ensure if there is ever a data breach that the threat actor cannot mine legacy data.
1 vote -
Additional Auto-Tag categories
The Auto-Tag feature is great, but it's extremely broad and limited. Would be great if we could build a custom list OR if Atera could expand on the existing auto-tag list (perhaps using common manual tags across the customer base).
1 vote -
Ticket Summary screen
Ticket Summary screen
a) Everything is far too large, some of us don't have high resolution monitors. Please make the info fit for a 1900x1200 display resolution.
b) there are items here that we DO NOT WANT to see, such as:
CoPilot and SLA. Please let us customize columns on this screen1 vote -
Allow removal and edition of comments inside tickets
If you could please provide us with the option to remove and edit comments in our tickets. As of now, if we put a comment in the wrong ticket, or if we make typos or errors in our comments, we cannot correct them as the comments seem to be there to stay permanently.
1 vote -
Ticket Automation - Customer Grouping
Regarding Ticket Automation, if there was a way to consolidate rules to customer sites
For example; I have over 40 rules and 5 rules per customer
1 vote -
Client Account Notices and Alerts
We propose adding a feature that allows administrators to place a "notice" or alert on a client's account. When a support technician selects this account to create a new ticket, the notice should automatically pop up to notify them of any important information.
Use Cases:
1) Past Due Accounts: If an account is past due and has a service suspension, the system should alert the technician to avoid providing service until the account is resolved.
2) Service Outages: Notifying technicians about ongoing service outages affecting the client to manage expectations and inform the client accordingly.
3) Special Client Requests: Displaying…2 votes -
Multi domaines
Working with multiple email addresses, I would like the ability to send emails from multiple outgoing domains via SMTP to ensure the ticket response is redirected to the correct person.
1 vote -
Allow the ability to display more than 20 tickets at a time and forego the endless scroll!
My group has a ticket spam filter in place that has well over 8000 tickets built up. It would be great if a simple "view all" or ticket display range that goes beyond 20 were created. This way I don't need to lock up my browser endlessly scrolling or deal with the delay between deleting 20 tickets at a time. This is a simple and efficient change that would greatly help out those with large amounts of tickets for services that need to be logged, but ultimately will be deleted.
15 votes -
Change default ticket type when ticket is logged
Good Day Please let us change the default ticket type, as when someone emails a ticket, its an incedent. Can we choose the default
1 vote -
standard filter for ticket tab at customer should be behaviour to include custom stati
ticket tab at customer shows tickets with stati "open" an "pending".
but when i create custim ticket stati tickets will not be shown there.for example a status "waiting for replacement parts" with the behavior "pending" has to be activated every time i open the ticket tab.
that are pretty much clicks to see the open tickts of a customer.
It would be much better, if every status with the BEHAVIOUR of open and pending would be selected as default
2 votes -
Ticket Templates and The Service Portal
Hi Atera team,
After building out the platform for my company, I have come to notice that the service portal does not fully optimize the use ticket template feature.
As it stands now, when a user navigates to the service portal and creates a ticket, ALL custom fields that have the setting "User can Edit" are shown to the user. It will remain this way UNTIL a user selects a ticket template. Only after selecting a ticket template, the custom fields will filter down to what has been specified to be included in the template.
After doing some brainstorming with…
5 votes -
Forward tickets to non technicians.
In the old Atera ticketing interface, we could forward a ticket to an email address. This is something we use when a user creates a ticket for a department (like accounting) and no one in accounting is a technician. Therefore, it would be nice to just forward the ticket in an email format.
3 votes -
Display CC in Ticket
The new layout does not allow to display other (cc-)receipients of an e-mail any more.
Can you please add that feature again?7 votes
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