691 results found
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Email notifications for tech responses to client email
You can configure TARs to send email notifications to the technician every time the client responds to a ticket via email or via the portal, but you can't configure TARs to send email notifications to the client every time the technician responds to a ticket via email or the portal. The closest thing to this is enabling the feature "Send ticket reply to contacts by email" in the Email Settings, but that's aesthetically awful as with each reply snowballs into a long thread and becomes unreadable.
2 votes -
Ticket can be assigned to a technician only.
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.4 votes -
Status Button
Can we have a button to change a ticket's status without having to open the ticket? Would be an awesome time-saver
4 votes -
Prevent e-mail to customer
Hi,
We would like to prevent the automated e-mail info to the customer when a ticket status has been changed.
We were already able to prevent the customer info upon creating a ticket, however the info e-mail about changing the status e.g. to "solved" will send an e-mail.
Thanks in advance!3 votes -
Add Ticket Invoice Amount and Total Time
Ability to see total accumulated time "Time logged" and also total expected invoice amount (based on linked contract) directly on main ticketing page.
3 votesNice! 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! -
pop-up tickets
When you click on a ticket on desktop browsers, it would be more convenient if it opened in a pop-up window by default. To have this feature now, I use a third party extension on my browser.
1 vote -
Ticket Standard Response
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.
2 votes -
Exlude no laborable days
Posibility to exclude the no laborable days to no count the days of the festivity days
2 votes -
Changing Customers on Tickets and keeping the same Contact
Hello,
We will be using Atera as an internal helpdesk. All of our Customers are the locations that we manage. Currently Atera only allows you to enter a ticket for a Customer and the Contact that is within that Customer.
We need the ability to switch the Customer on the ticket and keep the same contact as our staff work across multiple portfolios. This will allow us to bill our time to each Customer accordingly and maintain the correct contact.
Anything that Atera can do to make this possible will be greatly appreciated.
2 votesNice! 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!
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Setting to remove or hide filter view on right hand in tickets view
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 minimized2 votes -
Ticket can be reopened by technician but not by customer
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 votesNice! 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!
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Personal ticket timer settings per technician
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
2 votes -
categorize quick reply templates based on tags
Have the ability to categorise quick reply templates based on the tag.
This would be useful to make the lists smaller and easier for tech's to select.
3 votes -
Unmerge Tickets
Being able to un-merge tickets.
2 votes -
Quick replies per Customer
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 -
Import tickets from Kaseya BMS
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 -
Custom Email Templates (Client Side) for Ticketing
Hi,
Customization of email templates to the client is critical. This option in Atera would be a wonderful addition.
1 vote -
When a technician creates a ticket for the customer, GUI reflect the creator and not show the ticket is "from" the customer
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 -
Ticket right panel is cluttered and we have to scroll to actually "work" the ticket.
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 -
Ability to Assign a Ticket Title
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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