687 results found
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Close Tickets - No notification
I use Atera for myself and I work for 4 different companies. I will work long hours and I can't close a ticket at midnight because it will trigger several alerts to an employee in the middle of the night. Would love to have the option to close a ticket without sending a notification to the employee.
11 votes -
Editing Existing Cases
Please can you add the below feature to the Helpdesk - Editing an existing case.
We find ourselves updating incorrect cases, E.G – Case 2149 is assigned to Tech A but updates Case 2148 which is assigned to Tech B. Unfortunately, we cannot remove this update thus having to re-create both cases.1 vote -
Main contact to see all tickets in service portal by all sites
Wants ability for main contact of one site to be able to see all tickets from all sites on the service portal.
(CTO for ex wants to be able to see all tickets opened by the various sites)2 votes -
Show previous calendar events as well as future ones on a ticket
When adding calendar events to a ticket, it would be helpful to also be able to see all past calendar events. Being able to set a default subject of the calendar event would also be helpful along with the customers name.
1 vote -
Freshservice ticket migration.
Would be nice to migrate Freshservice tickets into Atera.
2 votes -
Remember recently used email addresses
It would be nice if the ticket emailing system would remember past email addresses used in the CC section etc...
1 vote -
Separation between internal notes and communication from customers
Separation of internal Notes and Communication with a customer: would be nice to have it for example, in a box on the bottom right. The colors are helpful but when you put in the notes, after 1-2 replies, it throws to the bottom and now you have to expend. Would be easier to see it like this in a separate box
3 votes -
Ability for a tech to follow a ticket
Ability to follow ticket. To know when a ticket has updated something. Even if you are not the technician assigned. Sometimes, it is helpful if the tech is out of the office, or he’s tied up. Once you CC, you’re stuck on the email thread unless the clients remove you as well. Second assignee – text box that says follow the ticket. “observer” if it needs to follow to do ticket automation rules but ideally, would be that if the box is checked, to send the email to that person
1 vote -
Add a CC mail in automated rules
Right now, we have several customers that have a dedicated mailbox where we sent our resolved tickets to as to the user reporting the tickets aswell. This is so the "Staff" from that compangy can evaluate everything we have done so there is no endless debate at the end of the month.
Right now, its only possible to add just a mail adress in the "to" field trough automated ruled. It would be amazing that we could say.
If ticket status changes from customers from user@contoso.com send a CC mail to ICT@contoso.com.
Would be appreciated! thanks
1 vote -
I don’t want all incoming emails to create contacts in Atera.
I don't want all the contacts to be created in Atera.
Ideally an email with a known domain would open a ticket under the specific customer, otherwise it would be under unassigned. There should be no mandatory requirement for creating contacts to open a ticket.I don’t need all these contacts and I will lose my main contacts visibility.
1 vote -
Silent Tickets - And Silent Replies - option to not email sent on reply
The ticket can be created silently. Thats good.
The ticket reply should also have the ability to be sent silently.
Some customers just don't want every reply as an email. They can always view all replies in customer portal.
5 votes -
Move the not textarea to the top of the ticket
Move the note textarea to move visible location on the ticket screen
1 vote -
Disable new opening ticket when block hours is end
We wish to add an option that will disable new opening ticket when block hours is end until a new contract has been renewed.
2 votes -
order tickets by assigned technician
Allow tickets to be sorted by assigned technicians such as ordering the tickets by who is working on them. prioritise certain technicians' tickets to the top
1 vote -
mail
Hey, we would appreciate to get more text modules. We would like to see the customer mail addresses in case of ticketing mails to the technician. Maybe you could add the "sender address module" to the mail templates.
best regards
1 vote -
Email templates
Hello,
i would prefer to add the "Sender-address" to the text modules. I would like to see the contact-mail for our technicians. (they receive an automated email in case of a new ticket) - but there is actually no possibility to see the Email addresses of the Sender.
Best regards!
1 vote -
Search tickets that do not have tags
Search tickets that do not have tags
1 vote -
Attachments in Tickets - show extension
The attachments in Tickets should be downloadable via right click and very important:
Show us what kind of filetype is attached (exe, pdf, txt, csv,....)1 vote -
Clone Generic Tickets
Ability to create a generic ticket that can later be cloned and associated to customers.
3 votes -
Events for scheduled tickets
Create a calendar even from scheduled ticket.
1 vote
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