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  1. Being able to clone a scheduled ticket, or bulk create the same scheduled ticket to multiple customers at the same time would be very helpful.

    As simple as having a 'Save' and 'Save as New' button when editing the scheduled ticket would be a really good start.

    21 votes

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  2. Ability to track mileage within the ticket system. This would allow tracking a technicians mileage and charge the customer with ease. All techs use a ticket to support so this would be awesome. Other systems have this feature.

    31 votes

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  3. A button to add to Teams to open a support ticket would be a nice touch. I hope I'm not a duplicate here, as I looked but couldn't believe somebody hadn't already suggested it.

    1 vote

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  4. I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.

    The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.

    2 votes

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  5. I propose implementing a feature to ensure technicians log time on tickets before marking them as 'Resolved' or 'Closed'. This can be achieved through:

    An automation rule prompts for time entry upon status change.

    Adding a checkbox in the general settings or for each contract to enforce this requirement.

    2 votes

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  6. It would be nice to have several time frames as predefined buttons, e.g. 15 min, 30 min, 1h, 2h.
    That would speed up adding time entries

    3 votes

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  7. There currently is no way to add the e-mail signature again once it's been deleted.
    It would be nice to be able to simply click a button to get it back, instead of having to go back to the ticket list and opening the ticket again.
    Even better:
    the ability to choose between several signatures

    3 votes

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  8. A solution field should also be added to the ticket system. So that the customer can keep track of the work progress. I only see the description for the customer.

    2 votes

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  9. Search in portal client is very poor.
    Search concentrate only in head of ticket not all the fields.
    It will be better if search could be in all of them for really better results

    1 vote

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  10. 3 votes

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  11. Restore tickets once a contact is deleted

    24 votes

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  12. Gamify the IT Helpdesk (tickets) to make it more fun for technicians. Earn badges, compete against fellow techs or support teams for the glory!

    2 votes

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  13. I would really love other colors when you add a new Ticket Status.
    As of right now, it's only possible to select Open, Pending, Resolved and Closed. Which grants either blue, orange, green, red or gray colors. Would love to have something like purple to make it stand out and look similar to other categories.

    https://support.atera.com/hc/en-us/articles/5518222322332

    2 votes

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  14. Within a ticket we need a place to document contact on that ticket

    IE:
    1/1/24 left voicemail to schedule meeting time
    1/2/24 Restarted X and reset connection and client is still having an issue.
    1/2/24 Transferred ticket to x for further support.

    An internal notes section that doesn't blend with the client communication on the right hand side so that a tech can document the troubleshooting done, and escalate it up and the person taking over the ticket can easily find the summary of what was done initially could be an easier fix. Or just adding a "notes" section on…

    1 vote

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  15. Get an email when a technician writes an internal note on the ticket you're assigned to

    16 votes

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  16. Being able to add your own ticket status behavior options or the ability to change the color of the statuses that are created. Color coding makes it easier to determine what is a priority or needs to be checked on.

    2 votes

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  17. Customers that respond to a billed ticket, re-open the ticket, but you are unable to close them without going through their customer portal.

    This is ultimately a huge slog, and clutters open tickets with old un-editable tickets.

    Can we get a feature to close tickets that have been re-opened that are billed?

    Or potentially an option that consolidates the information in the original ticket into a new ticket if this feature is impossible.

    1 vote

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  18. Please add the contact email address as a custom variable for Quick Replies and Email Templates. We are migrating from another system and I need this to compose Calendly appointment URLs. These are used by our customers to schedule appointments for the tickets they create.

    1 vote

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  19. We only want the SLA to start when a ticket is created by email, but not when an engineer creates a ticket.

    1 vote

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  20. Be able to rearrange the dropdown options and their dependencies in any order we choose. This way we won't have to recreate the dropdowns every time something is added or changed, they can just be shuffled around manually.

    1 vote

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