708 results found
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Automation Rule that will look for specific status changes
Would like to have automation rule where you can select the change from one status to another, i.e. when the status changes from 'Closed' to 'Open'.
1 vote -
Bulk Assign customer contact
When we have bulk tickets come in from a backup report or AV report it all comes from the same notification email address and set as Unassigned.
Given that Atera won't assign a ticket from the Subject line by a 'Keyword' search feature - which I have seen in other ITSM tools, we should have the option to bulk assign to a customer contact (I use a generic contact for each customer for notifications) so I don't have to go into each ticket and assign said contact to align with the customer.
Much like the Bulk assign technician, we should…2 votes -
Close with Message
When I used Spiceworks, one of the features that was present was to add a note (which would be emailed to the user) while simultaneously closing the ticket by checking the "close ticket" box.
My users are usually pretty happy folks, so it's not uncommon for me to get a "thank you" or similar message in response to a solved ticket. If I respond with "no problem!" etc. then they get that message and then also a repeat of it when I close the ticket (since they get a message with the last notes added when I close the ticket).
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5 votes -
Emailed response thread context
Email reply thread context is lost if the user replies out of order, showing only the response, causing confusion for the user and technician at times. It would be better if the context of the reply was available to review in this case, maybe click or hover to see the context of the reply as we cannot make the assumption that the user is responding in the correct context either.
2 votes -
Custom tags with hierarchy like auto tags
The auto tags have a hierarchy in many instances - Hardware, Application, Network as top levels, and various things as sub-levels.
Need this ability with our own created tags.2 votes -
Customize Awaiting Customer/Tech Response
Awaiting customer response and waiting for customer reply is not customizable. If blue/green, it doesn’t change the color. I can’t change that box to something else.
1 vote -
Dashboard
A dashboard that ACTUALLY WORKS and reflects ticket numbers, and have ticket status' update properly so that closed tickets that get replied to ACTUALLY REOPEN A TICKET.
3 votes -
Remove Admin from Auto assignment to ticket
Ability to remove the admin from being auto-assigned for tickets.
23 votes -
Ticket Field Job
Ticket/Field Sanction - We're looking for tools that would assist us with reallocating tickets to Field Jobs (Jobs that needs to be done on-site), with an easy access timer to keep track of time spent on-site. If there's an easy feature in Atera that could assist us with reallocating tickets to Field jobs, that'd be awesome.
3 votes -
Ticket Snooze
It is possible to schedule a ticket for the future.
It is possible to snooze an alert.
It would be nice to be able to snooze a ticket until a future date -or for a period of time- that way you can get it temporarily out of your queue, but still follow up with the user later.
7 votes -
Export Ticket Information
I would like the ability to gather ticket information over a period of time (1 week, 1 month, etc.) and export the details of these tickets to an Excel spreadsheet. Every week I have to make a report about trouble tickets we are seeing in our organization. Being able to export that data to Excel would be helpful for this. As well as having the details of the tickets themselves, so we can better track common issues that are occuring and find a mass resolution fix instead of having to fix the issues one at a time as they come…
29 votes -
Link Contract to Ticket Type.
It is likely a common scenario that a client is on a monthly retainer for maintenance, so they do not pay extra for fixing problems, but if they want a change made, they get billed by the hour.
There is a way to change the ticket type - Problem/Change. so the ticket is categorized correctly- and a way to change the contract, so they can be billed appropriately, but it would be nice if the Ticket Type could be linked to a Contract so they are billed based on ticket type.
2 votes -
ticket status change
Ticket automation to change status of "resolved" to "closed" within a specified amount of time. Would like the ticket status to change automatically.
7 votes -
Transfer/Migrate Help Desk Tickets
I am currently using another help desk platform but would like to start using Atera's Help Desk. I have open tickets. I want to transfer the open tickets from my current help desk to Atera's help desk platform so that I can start using Atera's Help desk right away
7 votes -
Mobile Number Shown Under Contact Details Under Tickets
Have the mobile number shown on the right side on Tickets so we can call the client straight from the ticket
9 votes -
Change customer on a ticket
Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.
22 votes -
Attach attachments by dragging and dropping
It would be handy if we could attach any files by dragging and dropping instead of having to use the little paperclip and then manually browse to the location
13 votes -
Increased visibility of ticket status - such as the whole line being shaded differently
With the new ticket view it is harder for the support team to differentiate on the list which tickets are "awaiting customer response" or "awaiting technician response" as there is a just small circle of either green or purple next to the status. We would like tickets where they are awaiting our reply to be obvious at a glance to prevent a reply from being missed.
6 votes -
Filter Tickets by Last Modified
It would be helpful if we could filter by Last Modified - e.g. Last Modified last week but not this week, so we can easily see if there are any tickets that we've missed out on updating.
6 votes -
Pin a ticket
Pin a ticket to the top of the list.
5 votes
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