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  1. The current "Ticket Created email" automation rule works well most of the time. However, when we need to get a third-party support company involved, they often have an equivalent system that sends an automatic "Ticket Created" email, that creates a new Atera ticket, and sends back a "Ticket Created" email, ad infinitum. In our case we had 18 new tickets created in the seven minutes until we noticed the loop. If someone had not been looking at the Unattended queue, it could have been many more.

    My idea is for Atera to be able to identify a "Ticket Created email"…

    2 votes

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  2. It would be very helpful to be able to create default tickets.
    E.g. 'OneDrive Issue' 'New user/leaver' 'Equipment request' 'Email issue' etc.

    As of today we can only edit or create new fields, which I don't think is very user-friendly.

    Many other service desk platforms have already this basic feature, and I'm sure it would be beneficial for many of us.

    1 vote

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  3. The default note type forces all techs to use either internal or external, would be a great feature to allow each tech to choose their own default

    5 votes

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  4. It would be very helpful to have custom ticket Types. This would allow for creating different kinds of tickets and, importantly, applying different ticket automation rules.

    Example... "normal" type tickets (problem, incident, etc) can generate emails sent to customers. But a custom Type (Sales) can be configured to NOT generate a notification email, and auto-set Status to a fitting custom status (Sales - Requested, Sales - Ordered, etc).

    Currently, I am doing the same thing by using custom Product Family options, but those fields are not available in the mobile app, which we do use regularly.

    4 votes

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  5. Have keyword commands to assign tickets and input values.
    If it is not in a command line, then it will be in the description
    Example:


    #Assign Tom Thompson
    #Title This stuff needs fixed.
    `#Customer ACME

    This stuff needs to be done for ACME, please contact John Johnson


    1 vote

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  6. When an ticket is creating from an alert, it not posible to set the Queue of the ticket.

    1 vote

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  7. integration with Google Chat built into sites

    1 vote

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  8. It would be very convenient if we can create a work order from a ticket. It happens all too often that a ticket can not be solved remotely, it would be nice if a work order that can be signed by the customer can be created and e-mailed to backoffice and the customer. We now have to use seperate softwares for this.

    1 vote

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  9. The Ability to have a quick reply template automatically selected when replying to a ticket, so that a template does not have to be selected every time.

    In addition, please make it so that when a template is selected, it is put underneath any response that has already been typed out. Currently anything already in the reply box is put under the signature from the template.

    1 vote

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  10. I need to be able to attach tickets to sites instead of users. for example I have a user that is an area manager and belongs to multiple stores/sites. if he or she is setup in one site and emails about an issue at another site it throws off the ticket tracking

    1 vote

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  11. Tickets tabs

    3 votes

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  12. The old UI allowed you to see full customer ratings details (stars/category, comments, etc.) in the Ticket. With the new UI you can no longer see those details. Please add this functionality to the new UI.

    1 vote

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  13. Goal: To be able to strip RE: re: Re: rE: FW: fw: Fw: fW: and other common modifications of email subject lines from incoming emails. Overall want to increase the rate of which tickets automatically merge when end users reply.

    Suggestion: Ticket automation rule to look for strings provided by technicians on incoming emails and remove them. Create helpful tools with the automation to prevent accidental removal of valid data. Such as clearing defining what "*RE:" does vs " RE: " vs " RE:" and etc etc.

    11 votes

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  14. It Would be great to have a option to search within tickets.

    Problems and applied solutions are described within tickets.
    It would be great to have a way to search in this treasury box to find solutions.

    Search should be a free search on words as: Internet - Printer - Outlook - firewall - RDS etc etc. The Search should ideally search within ticket title, conversation and timesheets.

    I know the feature exists in Autotask and it was a feature we used a lot! We like Atera better but we really miss this option.
    Tickets are holding a treasury of…

    25 votes

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    3 comments  ·  Tickets  ·  Admin →
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  15. Customize ticket type

    12 votes

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    4 comments  ·  Tickets  ·  Admin →
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  16. When linking a calendar entry, [Atera #(Ticket Number)] needs to be in the calendar entry to link it to the ticket. This disrupts the whitelisting ability because we cannot invite customers to the calendar entry without them seeing "Atera" in the title. Please give us the ability to change the Ticket Name Convention to be what we want it to be.

    1 vote

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  17. I propose a key enhancement: automatically capturing scheduled activities, such as on-site client installations or Teams-room setups, as time entries in tickets. This functionality is essential to ensure that the time allocated for these planned activities is directly reflected in the ticket's time tracking.

    The current lack of automatic synchronization between our calendar scheduling and ticket time entries represents a significant inefficiency in our process. Implementing this feature would greatly enhance accuracy in our time management and billing practices.

    1 vote

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  18. As a company, we have different departments that have different purposes. On the MSP side, having an RMM software like Atera is 100% critical, however it is hard to convince the higher-ups to pay for such a software when it overlaps so heavily with the CRM softwares like Salesforce. Instead of having the softwares overlap, have the softwares integrate. CRM, specifically Salesforce, integration with Atera would turn the conversation from "use Atera INSTEAD of the software you've been using for years for 90% of the company" to "use Atera ALONGSIDE Salesforce".

    It should seamlessly sync ticketing, contracts and SLA's, customer…

    3 votes

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  19. An option to add in "Ticket Automation Rules" in the "Actions" part, for the "Action Type" to assign a ticket to a specific Contact or customer.
    This will help us very much in sorting our tickets.

    5 votes

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    2 comments  ·  Tickets  ·  Admin →
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  20. Ticket automation rules for time base conditions:

    Rule 1:
    For Open status tickets, existing or new - 3 day no comment or update - either internal comment or public reply, send an email.

    Rule 2
    For 15 day Pending status ticket no comment – For tickets that have been in in pending state for 15 days and haven’t had a internal comment or public reply send an email.

    Rule 3
    Pending 12 day reminder for the 15 day no comment or update. So the same as Rule 2 but at 12 days which send an email to the technician who…

    3 votes

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