690 results found
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White Label custmer facing ticket schedule
Remove the name Atera from the schedule ticket requests [ Atera # xxxx ] and replace it with company name [ I.T. Company # xxxx ]
7 votes -
Filter scheduled tickets
If you do a lot of scheduled tickets its difficult to find the one your after to edit.
6 votes -
Modify ticket description and keep timer running
To be able to edit the ticket description while working on the ticket without stopping the timer. Add a button that allows to continue working or stop timer that way if we are in the middle of something and don't want to forget what notes we want to put to the ticket we can enter the notes and continue working without worrying that we forgot a note. If we are done with the ticket we can always just click the stop button
4 votes -
Add Public Holidays for Business hours
There is only option to access business hours but there is no ability to add public holidays in the system which will impact SLA's.
Ability to add public holidays either in the Business hours section or new page.
9 votes -
Limit Customers from changing ticket status and types
Customers should not be able to change:
Ticket Status
Ticket Priority
Ticket Impact
Ticket TypeUnless main contact
Sure this is common sense?
2 votes -
Simple Ticket Merging
Currently in order to merge tickets you have to know the ticket number you wish to merge the selected tickets into. It would be very convenient to be able to select all the tickets you wish to merge together and when selecting merge, be given the option to merge all ticket selected into the oldest created ticket of the selected. Otherwise still be given the option to also put in the ticket number to merge into as it currently is setup to do.
Also would be nice to have it Auto-suggest merging of tickets when there is a ticket with…
10 votes -
Ticket Generation: Agent or Customer Able To Open Support Ticket From Task Bar
Ticket Generation: Agent or Customer Able To Open Support Ticket From Task Bar
3 votes -
Enable HTML Editor In the Quick Reply Templates
HTML Editor for Quick Reply Email Templates
Option to view the HTML Editor for Sumernote added to toolbar its only add 1 tag more in the codecodeview: toggle wysiwyg and html editing mode
https://summernote.org/deep-dive/Already Released for the Email Templates but no for the Quick Reply Templates.
11 votes -
For Tickets, put another ADD button near the top
After entering the ticket title I'm having to scroll down the screen to click ADD. There would be a slight improvement in performance to put another ADD button near the top of the page.
1 vote -
alert ticket
Create ticket automation based on specific Threshold Items. Example: I want a ticket automatically generated when a disk usage threshold is met and assigned to a specific technician who oversees upselling. I do not want ALL warning or critical alerts to generate a ticket.
6 votes -
Show customer address on tickets and make them printable
I do quite a lot of onsite visits as well as being an MSP. For me, having the customer address on the ticket and having the ability to print a ticket is invaluable.
2 votes -
keyboard shortcut
CTRL+ENTER to send response on the ticket
+ other keyboard shortcuts to navigate faster within the system3 votes -
Have a Silent Ticket as a Default
Silent ticket: have that option as a default already, with the option to un-tick it to be able to send an email to the client.
1 vote -
See Support Tickets within Atera Portal
Would like to not have to go to a separate webpage to see my tickets. We should be able to all within our own portal
1 vote -
helpdesk agent improvement
Ability to add custom drop down options for the status of tickets. This will allow to use Atera as project management tool as well.
3 votes -
5 votes
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Helpdesk Phone Center
Helpdesk center functionality: provide a number that users can call. Just for urgent issues they don’t have a way to contact if it's urgent, if they don’t have internet or have access to a computer.
1 vote -
Put a ticket in a Hold queue
Ability to put a ticket on hold, if e.g. you are waiting for spareparts.
When being put on hold, it should be removed from the ticket queue, and put into a Hold queue that resides on the dashboard.
When you get the spareparts, you should be able to change it to an open ticket and it fails back into the ticket queue.
11 votes -
Add ability to delete tickets through ticket automation
Add the feature to delete certain tickets through ticket automation based on certain automation rules.
3 votes -
Show next scheduled touch date when viewing list of tickets
When viewing the list of tickets, it would be very helpful to see that next scheduled touch date. That in conjunction with the activity status would make the "Tickets" view much more usable.
2 votes
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