I do quite a lot of onsite visits as well as being an MSP. For me, having the customer address on the ticket and having the ability to print a ticket is invaluable.

Add support for receiving emails in plain text format that are turned into help desk tickets. Currently only RTF and HTML are supported. Alerts from servers are generally sent over in Plain Text for info purposes.

internal notes editable , separated box for proper notes no bad email chain notes.

We often have processes related to tickets, onboarding and offboarding of employees is the one that jumps to the front of my mind right now. It would be nice to have ticket templates that enumerated the tasks that needed to be completed.

It would be greate if the SLA definition could also be set to fields like Ticket Proiority or Ticket Type instead only to Ticket Impact.

In some cases Incidents must be handled differently than a change or a request even if it have the same Ticket impact - like Minor - or those fields gets hide in the ticketing portal.

Ability to add custom drop down options for the status of tickets. This will allow to use Atera as project management tool as well.

When on a ticket, it'd be a good idea to pause a ticket than outright stop it.

Would like an option to remove the ticket creation timer.

We would like to see a customizable ticketnumber.
Instead of just having [#123] it would be awesome to add (at least) a custom prefix to it, so that we can achieve [PREFIX#123] to distinguish between different used systems and add automatic email processing in exchange.

the ability to schedule an existing ticket for a later date

Design Atera that when you select a ticket, rather than open in a new window, or current window. Pop out in a dialogue box style to improve speed when working with a lot of tickets. Flicking back and forth can be a little slow with Atera.

Ability to change the assigned To: in a ticket without having to create a new contact each time.

We get tickets that are for other users, and it would be helpful to have the option to modify the To: field in the response, or remove the original requester and only have the user the ticket applies to in the message string.

Create functionality that enables the removal of the default ticket fields (for instance Contract or Impact). Editing this field could be useful as well, as some fields are needed, but the entries aren't suited to the specific business.

Currently if we want to use the APIs to pull certain tickets or time entries for a particular client and/or a particular timeframe, we have to pull ALL THE TICKETS in our Atera account (which takes a long time, and generates a lot of traffic to Atera's servers).

Can you please add additional criterias to avoid all this extra traffic and make the API calls faster?

Time Entries and Tickets search:
* Before date-time
* After date-time
* Customer ID
* String in comments (all words, or any words).

Thank you!

Currently there is no way to quickly view/edit timeentries within a timeframe (all of for a client in particular). The manual process to do this is incredibly painful. (go to timesheet, and open manually each ticket, go to time entry, and pinpoint the time entry, save, re-run timesheet, etc.).

Please add an screen to review all time entries.
1) List the time entries (filter by timeframe, customer, billable or not)
2) Allow to quickly edit a time entry
3) Display total

It would be helpful to have ticket templates/ticket option type for the end user creating a ticket.

For example, the end user is requesting a new hire setup. They would be able to go to create a ticket and have the option to select "New Hire" ticket. Then, fields would appear that have been customized by the admin.

On the other hand, maybe even having an option create a form for end users to fill out and generates a ticket.

When you merge tickets alerts, no information is left on the ticket so we don't know what it is referring to. Useful to add the body of the ticket or the title of the ticket/alert. Or maybe a link to the other closed ticket.

When viewing the list of tickets, it would be very helpful to see that next scheduled touch date. That in conjunction with the activity status would make the "Tickets" view much more usable.

Option to assign multiple contacts to a ticket.
A single issue in a ticket can touch multiple users/contacts. When an ticket is scaled up from incident to problem. or when multiple people experience the same issue. I would like to be able to add more contacts to an issue.