Ideas and Feedback

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  1. It would be great if the Ticket Timer at the top of the page could include the ticket title as well.

    Currently it only shows the ticket number, and time accumulated.

    1 vote

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  2. It would be great if the Ticket Title could be added to the Ticket Timer at the top so that when it is easy to see which ticket the timer is for.

    Currently it only shows Ticket number and the time accumulated.

    1 vote

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  3. When viewing tickets it would be brilliant if we could have a more compact view of the tickets so that we can see more tickets on one screen, similar to Zendesk or Freshdesk. The current ticket view is huge and you can only see around 5-6 tickets on the screen at a time.

    4 votes

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  4. Remove a tag in bulk from all tickets, instead of one at a time

    2 votes

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  5. run a report on Ticket Properties, so we can show a customer how many and what type of tickets they are logging, This will show what staff training is required in a particular area.

    18 votes

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    2 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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!

  6. When we see the ticket status all look similar and I'm facing difficulty to understand ticket status. I recommend, for new ticket and Waiting for Technicians response status shows more brighter with red color, so that we can easily understand.

    1 vote

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  7. This is essential in preventing double responses on tickets.

    Ticket locking feature. Once a tech is on a ticket, all actions within the ticket would be locked for subsequent techs that visit.

    That is, as long as the original tech is on the ticket or after a set amount of time while the original tech is on.

    For example, Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 leaves the ticket. Tech 2 can now edit/respond to the ticket.
    OR
    Tech 1 views the ticket. Tech 2 views the ticket and it is…

    15 votes

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    1 comment  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! 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!

  8. We should be able to see an indicator that something was already scheduled. What's the purpose of having a shared calendar for Atera if we can't tell if a ticket has a Calendar entry?

    1 vote

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  9. I would like the option to REMOVE SECONDS when entering time.

    I only want to see DATE, HOUR, MINUTES for entering time. This could be an Admin setting check box to "Ignore Seconds when entering time". Or "Always set Seconds to 00"

    7 votes

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    Nice! 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!

  10. Time sheet should be in ticket for customer to read !!

    Now the customer have to guess what kind of work we've done for them.
    Or wait until we make a report. The actual work done should be in the ticket for the customer to read! Just as part of the conversation.

    2 votes

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  11. There are three fields where we can add phone numbers to client info.
    But in the requester info we can only find 1 field.
    It is more efficient if we have all fields with the requester info.
    If we don't have it, I always have to go back to client info to find out the data.
    Please fill in all phone fields in the requester info

    3 votes

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    Nice! 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!

  12. Current setup:
    A user can raise a ticket which will be handled by the supporter.
    When the problem is solved then the ticket will be closed.
    The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

    Problem:
    Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
    At some point in time you think about creating a knowledgebase article about it so the user can find it.
    Knowledgebase article do have a…

    1 vote

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  13. Current setup:
    It is possible to raise tickets through the customer portal.
    Within these tickets you can ask some questions by input fields but at the end all of these look very similar.
    Example:
    Ticket 1: I am not able to start Microsoft word
    Ticket 2: Can you please provide an offer for a new monitor
    Ticket 3: Can you please provide an offer for updating all my computer to windows 11

    Problem:
    When using the example in the description above the "Ticket 1" is the default ticket which you receive.
    "Ticket 2" is a normal hardware offer whereby "Ticket…

    1 vote

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  14. We offer a variety of services and not all customers have all of our services so it would be good to show/hide product families dependent on the customer.
    We can then setup alot of automations depending on what product family is selected. For instance we offer, IT services, cyber security services, hosted phone & broadband services.
    As an example we might setup automations if a customer selects an option within our "Hosted Phones" product family, but if a customer doesn't use us for their phones then we don't want them to see that product family.
    This would open up a…

    1 vote

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  15. It would be nice to add a feature to filter or search through existing scheduled tickets. We have 100s of scheduled tickets to modify a ticket it can be a pain to dig through

    2 votes

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  16. We should have the ability to search and place relevant Knowledge articles as a response to a ticket that has been created.

    3 votes

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  17. Hi,
    Any ticket page has constantly the same page title: <title>Atera - RMM software | PSA & Remote Access for MSPs</title>

    This should be changed to include ticket number at the end:
    <title>Atera - RMM software | PSA & Remote Access for MSPs | #1203</title>
    so when the URL is copied over to another system or conversation, it automatically displays the ticket number without a need of opening the URL.

    We reference a lot of tickets and this 2 minute change would make referencing way simpler.

    Thank you

    3 votes

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  18. Every time you schedule a calendar event within a ticket, it already shows up on the right side of your screen, but it would be really helpful to have Atera also do an automated "internal note" that lists these calendar details as well (date and time added to external calendar, etc).

    This way, employees can see the history of when this ticket was added to a calendar(s).

    1 vote

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  19. From the Customer screen, Tickets Tab we can change the Status, Assigned to, and Priority. But what we cannot do is search for a specific term, ticket tag, etc.

    I can customize my view from the Tickets screen, but cannot search within those results. It would be nice to have a search from within the Customers screen, from the Ticket tab.

    1 vote

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  20. I would like to be able to export ticket details to a CSV so I can easily import it to our CRM platform where everything is already automated to go through our billing and various other workflows.

    There would be more to it but if there were more ways to export information from Atera for other systems to digest that would be awesome!

    1 vote

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