690 results found
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No CC on Tickets created in Portal
Guys how can an RMM this advance "NOT" have the simple ability to CC other user when creating a ticket in the portal??? this is basic stuff Why should anyone one have to ask for this? Atera is head and shoulders above the others but the guys over at Ninja are poking fun at you for this.
Very embarrassing!
Please fix ASAP it's not hard!
1 vote -
When opening a ticket from an agent, that agent should be automatically assigned to the ticket.
When creating a ticket from an agent, it does not set that agent in the ticket.
The agent is automatically set based on which contact is selected when creating the ticket. (I have just confirmed this is the case with support)There is also no Agent menu on the New Ticket page, so technicians need to open the ticket again after creating it to correctly set the agent.
Contact and Agent should be independent as often we need to clear changes (buying software, hardware upgrades, etc.) with some form of management -be it business owner or their finance department- before…
14 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Technician billable time entries summary sent to customer
The ability to have a billable time entry summary sent to the customer anytime a technician has submitted one through a ticket.
4 votes -
Schedule items and schedule items in the office 365 calendar.
So I can create a ticket and schedule an item in the 365 calendar.
But I can't create a schedule ticket in atera and create a schedule 365 calendar entry?!
Come on. that has to be a feature ASAP.Schedule ticket with associated 365 calendar entry.
4 votes -
Personal ticket timer settings per technician
Some technicians work with automatic timer opening because they forget to log their hours
Some like to do it manually and not have it create a log for every time they enter a ticket
2 votes -
Add a button to bring back the timer if you've closed it already
If you close the timer you are in trouble. the only way to bring the timer back up is to reopen the ticket. need button to bring the timer back
6 votes -
Un-merge time entries when un-merging tickets
When tickets are un-merged it should also un-merge the time entries that were attached to each ticket originally. Currently, all time entries stay with the original ticket after un-merging.
4 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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ticket automation
Allow a custom create date field to be updated by Ticket automation (after a condition is met) with the same options as the filter has i.e. Today, Tomorrow, 7 days, 30days etc.
6 votes -
An allowed domain list for tickets.
An allowed domain list that would block any email from a domain not on the list. This would be very helpful in blocking unwanted tickets from being created and force your end users to use their business email to open and manage tickets. This would result in a much cleaner contacts list for those who wish to use the feature. In addition it would prevent phishing emails and such from hitting your ticketing system
3 votes -
Scheduled Ticket reminder
For Scheduled tickets, it would be nice to assign a reminder notification to the technician assigned, with some optional time frames.
11 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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draft
Setting a "Save as Draft" option in tickets would be valuable for documenting a long process.
3 votes -
Unmerge Tickets
Being able to un-merge tickets.
2 votes -
Projects Pane
Projects area separate from daily tickets requests. Just like we have a Tickets pane, a Projects pane would be very helpful where we would have fields such as Initial Engagement date, Projected start date, Projected finish date, Tech assigned (multiple techs), Customer, Subject, Status ( Planning, Testing, Implementing, Standby, Scheduled, On Hold, Started, Completed and ability to enter other custom status), Tasks list with Start and finish dates for the task, ability to change the status on individual tasks to (started, on hold, scheduled, complete) and assigned tech. Also Project number counter separate from the ticket number counter, ability to…
44 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Ticket Origination Type
Currently there appear to be 3 ticket types.
- Email - If a customer emails in a ticket is generated. Denoted by envelope
- Alert - If a ticket is raised from an alerts (Server offline, disk space). Denoted by exclamation
- Phone - Every ticket manually created is assumed to be from a phone call. Denoted by a handset
We generate certain tickets from other alerts, either from 3rd party monitoring or just on-site/on-device observations. When logging these tickets it appears it came from a call but it did not.
The customer receives an email that THEIR issue has been logged but…
7 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Ticket Type - Tasks
Ability to assign Tasks to tickets. Most other ticketing systems do this. Ticket cannot be closed unless the task is completed (or reason entered).
For example, Backup Failed could come with a simple task that MUST be completed before the ticket can be closed... 'Successful Backup Performed'
Above is the simplest form but for a new PC installation we could add several tasks to ensure the Agent remembers to everything and bring uniformity and transparency to the customers experience with certain tasks.
21 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Edit Ticket Notes
Please add the ability to edit and delete internal notes.
225 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Linkable Images
Allow users to create linkable images like Facebook, LinkedIn, or Twitter.
1 vote -
Technicians History
It woud be helpful to track Technicians assigment history in Conversation List to know Technicians change and also who changed the Technician or is assigen automaticaly by Rule with Date and Time.
Sometinkg like this:For user change:
On 07.10.2021 at 14.35 Technician1 assigned the ticket to Technician5For auto assign:
On 07.10.2021 at 14.35 System assigned the ticket to Technician5
or
On 07.10.2021 at 14.35 Technician5 is assigned by rule Rule1
or
On 07.10.2021 at 14.35 Technician5 is automatically assigned6 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Quick replies per Customer
I would like to have quick replies per customer and one category that all can see.
When a ticket arrives we would like to only see the general quick reply’s for all customers and all the specific reply’s I made for that customer.
1 vote -
email pickup
Email Ticket Creation
It would be nice to configure what emails create an actual response versus every email that's forwarded to get a ticket response. For example, I have a number of products that send backup logs or status logs for monitoring and tracking but I don't need the Atera client to send an email response back as this only creates a loop of emails being created as the email address responding isn't deliverable.
4 votes
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