740 results found
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Need {[Technician Last Comment]} Snippet
We use notifications (email templates) if an ticket hasn't been replied to by the EU indicating that the ticket is inactive. Often times, the EU doesn't recall the last comment the technician made when they get the email notification. While we understand it's easy to have people refer to previous emails or log into the portal, that doesn't work in practice.
To this end, having a {[Technician Last Comment]} snippet would be great to add to the template to jog their memory.
Thanks.
Jeremy2 votes -
Mass Ticket Responses
The ability to select multiple tickets at once and submit a single response for all of them. Typically we have to copy/paste the same generic message when onboard or offboard tickets come in, saying they will be finished by a certain time. With this, we'd be able to type out a single message and be done with it until we are able to work on the ticket.
1 vote -
ability to search type and search for product families like in the old ticket UI
This is regarding the New Ticket UI.
In the previous 'classic ticket page' we could select the dropdown for product family and then type the product which would get selected/filtered.
The new ticket UI has removed this feature, it's very frustrating when crucial time saving features like this are removed from the new UI.
1 vote -
Activity Status "Awaiting on customer reply" should stop the SLA as well
Activity Status "Awaiting on customer reply" should stop the SLA as well
102 votes -
ZDS
option to schedule an open ticket instead of creating a new one
1 vote -
Tickets
In new UI the Ticket status and the Ticket reason are on different sides of the UI.
It will be more convenient if tit will be in same place3 votes -
Customize the title when creating the event via Atera
When schedule time in google or outlook, it would be helpful if I can cusotmize the title. for example, I want that the name of the customer will be added automaticly after the [Atera #TicketNumber]. It would be great if the details of the ticket or the customer address also will be transfered to the calendar event.
3 votes -
mandetory time entry upon closing ticket
It will be nice to mandate that a time entry is added to a ticket before closing it, or approving/changing the automatic timer.
2 votes -
Ability for technicians to respond by email to ticket contact
Request the ability to correspond with customer tickets via email only. Replies from the contact can be delivered to the technicians, but when non-contacts like technicians reply by email to the ticketing system, while the notes update on the ticket, the contact is not notified and there is no automation rule condition for 'ticket notes updated' or 'ticket reply by technician'.
Or the native ability for this by a setting to notify contact (and CCd recipients) when ticket replies occur by email.
Currently only public notes posted from within the web portal/app deliver to the contact.
This is very important…
1 vote -
support time-based automation rules in cascade
Would like support for time-based automation rules in cascade.
As an example, a ticket is automatically set to pending after 3 days with no response. Then set to closed automatically after 3 additional days with no response.Based on my conversation with support, currently, if changes were applied to the ticket automatically, the next rule that should be triggered will not work.
2 votes -
Ticket assignment notification
I would like to be informed when my colleage creates a ticket for me.
That is already possible, as mentioned in the response to this entry: https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/46558351-notification-on-ticket-assignmentHowever, I would NOT like to be informed when I create a ticket for (as in "assigned to me when created by") myself.
As far as I can tell, there is no filter for that, yet.2 votes -
Validation de tickets
Il faudrait pouvoir ajouter un statut de ticket "A valider" ce qui permettrait aux techniciens de soumettre à leur responsable le ticket avant de le résoudre.
1 vote -
Merging multiple tickets from the same customer
We have a firewall alert when a customer goes to the backup connection, if the circuit bounces, we may get 15-20 tickets. A mass merge feature to merge all related tickets would be very helpful.
1 vote -
"Please Reply Above This Line" should be editable
We work mostly in French and for some of our clients it is very important to have all client-facing communications be in French. The automatically generated "Please Reply Above This Line" text should be editable or at least its language should be selectable.
4 votes -
edit when ticket is closed
Do not give the option to the end user can continue to enter information in the text field, if the ticket is marked as closed.
2 votes -
view emails from users even thought 'Ignore Emails From User' is selected
We would like to be able to see what emails were sent from users who have the 'Ignore Emails From User' option selected even thought we don't want tickets created from that user/email address.
1 vote -
Ticket description box in web app
Can the ticket description box in the web app be enlarged like it was in the classic view? Can the description box also have an autosave feature? I have fat-fingered keys before and lost all of my input and then have to retype which is very inconvenient.
2 votes -
Knowledge
Need WYSWIG Knowledgebase creation with images. Plain text is too basic.
9 votes -
Custom Ticket Fields - Hidden Indicator
There are plenty of tickets regarding the hidden field usage in the Customer Portal and it is being addressed.
Adding onto that, it would be nice to have an indicator on Custom Fields that show (at a glance) which fields are hidden or editable in the admin menu. Otherwise, to know which are which you need to go through the fields individually and/or on the portal itself. The fields already have an indicator for what format they're in (text, date, number, etc) so another indicator for hidden/editable would be greatly appreciated as it would save a bit of time when…
4 votes -
Internal reply edit button
An edit button should be in place for internal replies.
This would make tickets generally more readable and less cluttered.1 vote
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