691 results found
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Ability to hide SLA columm
Ability to hide the “SLA” column because not need it. We have one client that uses it and they don’t care.
2 votes -
Send mass email from Atera to customers
Send mass email from Atera to customers
3 votes -
Anyone to open a ticket in atera
I want anyone to be able to send a ticket to Atera. Want to be able to put on a link on my website and that will allow them to open a ticket with Atera. Not just via email
2 votes -
sort tickets by more than one field
Please add the ability to sort by multiple likes in SQL,
ie in sql you can
"SELECT id,
firstname,
lastname,
salary
FROM employee
ORDER BY salary DESC, last_name;"This would be very helpful for tickets
6 votes -
Auto Add Scheduled to Linked Calendar
When I create a scheduled Ticket, it would be super handy if that was auto added to the linked calendar. This would allow me to quickly see any up coming jobs.
Else I am not sure why I would schedule a ticket.2 votes -
run helpdesk report to export a basic summary report of all active tickets to xlsx or pdf
it'd be good to be able to run a report with basic details of all active and pending helpdesk tickets. Not necessary to provide all info within each ticket just ticket title and date created
1 vote -
Automatically Alphabetize Custom Fields Lists for Ticket Type
It would be nice to have a feature that auto-alphabetizes values in the Custom Fields sections, specifically under Ticket Type. Or, if we had the ability to drag/drop to rearrange the values instead of needing to retype the list.
1 vote -
The ability to prevent certain tickets being re-opened on an Ad-hoc basis
Our help-desk gets CC'd in irrelevant emails occasionally and getting us out of the loop can be quite challenging. The ability to manually force the specific ticket to remain closed would be very beneficial.
1 vote -
Phone call to create tickets with all the information
Phone call to create tickets with all the information. If we talk to a customer on the phone, it would be nice to add that directly into Atera.
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
92 votes -
set up an automated response for a new ticket created having different responses ( after hours versus during normal hours)
Set up an automated response for a new ticket created having different responses ( after hours versus during normal hours)
3 votes -
A feature that I would like to request is an add in for outlook to create a ticket straight from the emails itself.
Have a add in tab in outlook to create a ticket and assign a ticket straight from outlook itself. Instead of having to assign the ticket in Atera.
31 votes -
Customize Ticket Type
Customize ticket type
12 votes -
Ability to assign ticket to customer, not contact
I want to be able to assign a ticket to a customer without choosing a contact.
27 votes -
More visible internal note notification
Notification for the internal note for technician is not very much obvious. Would be nicer to be bigger. Somewhere else on the site. Because it’s small on the notification center. It took us a while to figure out where it popped out
4 votes -
Limit ticket loop notification
Ticketing: we have a client that puts us within a thread with their vendor, and then it creates a loop of tickets being created back and forth. If there were some way of stopping that. Limit amount of tickets in a certain period of time. Time based minute, if tickets get created at the same time then maybe that would be stopped. Too many tickets within a short period of time then it would stop sending out the response.
2 votes -
Creation of tag - standardized for all techs
Tags – now allow us to do custom tags. They are hard coded for a drop down. If we want to put some sort of status, one user may spell it one way and another tech another way, it kind of doesn’t maintain integrity from user to user. If you make a custom one, then make it to the list. So some standardization on the way it is written. Would really want. Would want to have it as a drop down. Would be very helpful
2 votes -
Receive an email notification 24 hours prior to a scheduled ticket
Receive an email notification 24 hours prior to a scheduled ticket
3 votes -
Improve Ticket View
I'd like to always see the Ticket Description when I open/view an open or pending ticket. I think that should always be the top line/box with notes/emails showing below it.
1 vote -
Reply to specific messages from requester
Reply to specific messages from requester:
Ability to selectively reply to specific messaged from the requester, keeping the email thread.1 vote
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