699 results found
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Dear Support, How are you doing? We were wondering if it is possible to send an email notification to the assigned technician when an inte
Dear Support,
How are you doing?
We were wondering if it is possible to send an email notification to the assigned technician when an internal note is added?
Thank you
3 votes -
Add products while creating a ticket
We would like to be able to add products and expenses to tickets while in the ticket creation page.
Currently a ticket needs to be fully created, then open the product and expenses menu in order to add products to a ticket. It would be beneficial to workflows of creating tickets where products are being delivered or purchased to be able to add them before opening up the ticket.
7 votes -
Ticket Search - Search within tickets to find previously solved issues
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 -
Reply to tickets via email
Reply to tickets, update tickets via email (email correspondence).
Need the ability to correspond with customer tickets via email only. We need to easily see ticket content and reply to the ticket via email with our replies entered in the ticket. Every helpdesk software I have ever used worked this way except Atera/Zendesk. It make Atera almost useless as a helpdesk ticketing system for a busy MSP.
The website is not good (no desktop/browser notifications) and it seems ridiculous to have to receive mobile app notification with a web-portal open at the same time.
71 votes -
Contact Last Comment variable with attachments
Add the attachments of the last comment when sent with the variable Contact Last Comment.
1 vote -
Display images and documents in the browser
When users submit a ticket via email and they include an image, the ticket shows a link with image.jpeg attached. Clicking on it downloads the image. It would be nice if it just opened in the browser over top of the ticket, with an X to close it. Documents have the same challenge. Can you make it work more like how gmail handles attachments?
2 votes -
Assign ticket to Customer Location/Folder
Customers have different locations (Folder in Atera Case), need to assign ticket based on customer location
1 vote -
Bulk Reassign Tickets to Agent
We could do with a system to bulk reassign a number of tickets from one contact/agent to another, this way we can easily keep old tickets for records and remove old contacts without losing their tickets or having to reassign potentially hundreds of tickets individually.
1 vote -
Rounding first 30 mins on ticket
What I want is that there is a minimum time of 30mins per ticket. Anything above that does not need to be rounded.
5 votes -
4 votes
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Atera to Slack channel integration for new tickets
Would be nice to have tickets fed in to slack channel when a new tickets is opened.
7 votes -
Change ticket status by keyword in an email
We would like to be able to change the status of a ticket when a customer replies by email to the ticket and it indicates #closed for example at the beginning of the email so that the ticket is automatically closed.
4 votes -
Response from a CC on ticket
When a person is CC'ed on ticket, and they respond, show in the email that is responded by the CC, not by the main on the ticket.
1 vote -
Notification to all Techs of new tickets
it would be very useful to send an email to all technicians when a new ticket is created. This would come in handy when tickets are not auto-assigned. That way the next available tech can accept the ticket or wait for someone with more knowledge of the issue to take the ticket.
2 votes -
Ticket Escalation to third party companies
Integrate in the ticket system the ability to easily and if possible automatically escalate tickets to third party companies like internet providers or hardware suppliers.
3 votes -
Add custom statuses to default ticket view under customer
When I open up a customer and go to their tab for tickets, by default it only shows 'open' and 'pending'. We also use a custom status for projects, and it can be disorienting when you're trying to find a ticket you know they have (and they've got like 40 alone) but a lot of them aren't showing up because you didn't check off a checkbox.
It would be nice to be able to pick which fields show up there automatically, in case you use a custom field for tickets like this.
2 votes -
Show Total Time in Ticket List View
At the moment, we need to open each individual ticket to view the total time spent on the ticket. Can this be added to the main ticket list view. Admins and Managers can quickly see which tickets have long time entries or have been worked on longer than others.
Thanks
4 votes -
New Ticket/Response alerting
It would be great if new tickets and customer responses (e.g. waiting for technician response) could alert to Google or similar alert scenarios outside of just the email notification. If I am sitting in the console, I get an email alert w/o ever knowing that a customer responded or submitted a ticket. That should be alarm bells and such.
3 votes -
Ability to select multiple contacts when creating new ticket
When creating a new ticket for a client it would be nice to send the initial email to multiple people instead of just a single contact.
3 votes -
1 vote
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