690 results found
-
New Ticket to Open in a New Tab
When you make a new ticket allow the ticket to open in a new tab straight away so you don't have to then search for it have an advanced search feature where you can search a particular customer for tickets
2 votes -
Add info about time in tickets
Could you please add the full date/time of the ticket (created/modified) on ticket's listing and on ticket detailed view ?
2 votes -
Exporting All Tickets
I would like to be able to export ALL tickets into a spreadsheet that I can then manipulate.
10 votes -
Multiple SLA's within 1 Customer
We have certain customers who have "VIP" machines that needs to be supported under a 4hr SLA. Currently Atera only allows us to create 1 SLA per Customer.
It would be a great feature to be able to add certain devices within the Customer on a specific SLA whilst the others be under the standard one. At this moment, we have to create duplicate customers in order to apply the one SLA to 4 devices and then the same customer with the rest of the devices linked to a standard SLA.
6 votes -
search feature ticket
Search multiple tickets with the same subject heading for merging into one ticket.
4 votes -
Be able to filter out customers
We've got a customer who is dealt with by a specific technician who also like to spam tickets and it'd be really useful for the other technicians to be able to easily filter out said customer.
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!
-
Allow Snippets in Emails for Custom Ticket Fields
I'd like to be able to use snippets in email tickets that are dynamically linked to custom ticket fields that I've created.
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!
-
Allow a custom field to show on the ticket list page
we have a custom field for showing pending status (such as parts on order, or needs scheduling, etc) It would be great to see this custom field in the main view without having to open the ticket.
12 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!
-
Ticket can be assigned to a technician only.
A ticket can only be assigned to a technician.
In big companies, IT departments have many workers and sometimes a ticket must be reviewed by more than one technician.4 votes -
be able to change font size
when replying to ticket you are unable to change the font size so when you are pasting things from other websites into your reply the font sizing for the whole email is off
8 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!
-
Ticket can be reopened by technician but not by customer
Actually in the settings there's the flag "Ticket cannot be reopened", the request is for a second flag as a title.
Thank you!3 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!
-
Status Button
Can we have a button to change a ticket's status without having to open the ticket? Would be an awesome time-saver
4 votes -
Alert Tickets
When a ticket is created for an alert the following features would be amazing.
Self-heal - If the threshold returns to normal the ticket auto closes.
Quick Connect - On an alert ticket having a shortcut to the affected device with the ability to click the shortcut and go straight to the machine.
29 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!
-
Set a default font when replying to tickets
I would like the option to set a default font instead of the default option being Source Sans Pro font
8 votes -
categorize quick reply templates based on tags
Have the ability to categorise quick reply templates based on the tag.
This would be useful to make the lists smaller and easier for tech's to select.
3 votes -
Order the quick reply templates
It would be useful to be able to order the quick reply templates rather than all new ones just going to the bottom of the list.
8 votes -
Prevent e-mail to customer
Hi,
We would like to prevent the automated e-mail info to the customer when a ticket status has been changed.
We were already able to prevent the customer info upon creating a ticket, however the info e-mail about changing the status e.g. to "solved" will send an e-mail.
Thanks in advance!3 votes -
Legacy View
I appreicate the constant updates to the platform, but it would be really good to have the option to view the tickets in the 'legacy/old' layout. The location of the "Awaiting customer response"/"Awaiting Technician Reponse" etc was so much easier to see at a glance, also the filters were alot easier to access. The new layout just seems too spread out.
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!
-
Impact
Would like the ability to edit the SLA section and provide my own Impacts instead of using the default ones.
Also an ability to delete ones we are not going to use.
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!
-
PSA redesign
A redesign on the ticket system in general to become much more customisable, similar to connectwise and freshdesk etc.
A simple way to understand what is required would be to hold a tech talk / catchup with your customers or just check out what freshdesk are doing and look at replicating this process.
6 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!
- Don't see your idea?