781 results found
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Ticket pane
Multiple ticket filters on one screen. Be able to assign an order to filters and if there are any tickets matching the filter they are displayed on screen in order of the filter preference then by the filter rules within that pane.
This will create a better work flow, allowing unassigned tickets to appear at the top of the list , open tickets secondary and pending after, or any other layout that suits.5 votes -
An allowed domain list for tickets.
An allowed domain list that would block any email from a domain not on the list. This would be very helpful in blocking unwanted tickets from being created and force your end users to use their business email to open and manage tickets. This would result in a much cleaner contacts list for those who wish to use the feature. In addition it would prevent phishing emails and such from hitting your ticketing system
4 votes -
Ticket Adjustments and Scheduling
We need to be able to manually adjust tickets (times / dates, etc) and also be able to SCHEDULE tickets too (which should include reminder alerts, etc)
5 votes -
Change fonts in ticket
Possibility to change the fonts at creating the ticket
6 votes -
remove or edit default customization
Being able to remove or edit default customization on tickets, customers, and contacts.
Such as where organizations have certain policies in place and tickets created need to meet these policies.
3 votes -
email pickup
Email Ticket Creation
It would be nice to configure what emails create an actual response versus every email that's forwarded to get a ticket response. For example, I have a number of products that send backup logs or status logs for monitoring and tracking but I don't need the Atera client to send an email response back as this only creates a loop of emails being created as the email address responding isn't deliverable.
4 votes -
Set Scheduled Ticket Start Date
Creating a scheduled ticket is great, but there doesn't seem to be a way to set the scheduled ticket's start date. For example, I want to create a ticket to pop up every Quarter. I can set the recurrence to Monthly and set it to every 3 months, but it creates the initial ticket when it wants to, not when I want it to. This also becomes a problem when you have to edit the scheduled ticket - it resets the next ticket creation date, again to what it wants, not what I want.
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!4 votes -
Time Management
When hitting connect for connecting to a clients machine, Atera will ask to open a ticket and start a billing timer.
2 votes -
Custom Fonts
For marketing, I use Lato as the font and attempt to use that font everywhere I can to synchronize my correspondence.
It would be very beneficial as a means of adding branding-specific information to my account.
Atera already has custom branding options available under the white label settings. If Atera could expand that to include font and perhaps ticket style that would deliver a consistent feel to the client. I would also like the ability to make the font settings default and possibly the only option in tickets so that the font is always consistent.
1 vote -
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.
2 votes -
5 votes
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Customize SMTP Settings and Email Testing
When altering Admin -> Email Settings -> Customize SMTP Settings, while the toastr will say "Settings saved" or similar, have it actually send an email to the account holder showing that it was successful. That will confirm a lot of things on our side too.
Also, when custom SMTP settings are specified, if something is apparently wrong there, inbound tickets will not actually get created even though the auto responder is broken. So not only do you not actually know that the SMTP settings are not working, you don't even get any sort of indication of a ticket getting created.…
2 votes -
Timed customer visits
We would like an option for when one of our technicians are on-site they can select the customer they are visiting and have a timer for how long they are on-site. At the moment we have to create a ticket and manually add a timed entry.
Ideally this could be done on the app.
4 votes -
draft
Setting a "Save as Draft" option in tickets would be valuable for documenting a long process.
3 votes -
Unmerge Tickets
Being able to un-merge tickets.
3 votes -
search feature ticket
Search multiple tickets with the same subject heading for merging into one ticket.
4 votes -
Use External Ticket Number
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
2 votes -
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
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