691 results found
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Ability to attach SNMP devices to tickets
We should be able to directly track work via tickets on SNMP devices.
We should be able to attach an SNMP device to a ticket like we can agents.For example, you need to upgrade a Firewall's firmware. you should be able to track that in a ticket and attach the device to said ticket.
2 votes -
Ticket time blocks
Add a feature/option where we can set a mandatory minimum amount for something like on-site support. For example, set it to where each ticket gets billed at one hour minimum, then at 15-minute increments thereafter. Quite a few MSP's, and other small shops have a mandatory minimum of an hour per ticket in their contracts, even if it takes them 20 minutes to fix an issue. That way, they can have more standardized billing practices.
1 vote -
Bidirectional integrate with azure DevOps tickets
Bidirectional integration with azure DevOps tickets.
1 vote -
Ticket Automation Rules - "ticket created" email - stop email loops
The current "Ticket Created email" automation rule works well most of the time. However, when we need to get a third-party support company involved, they often have an equivalent system that sends an automatic "Ticket Created" email, that creates a new Atera ticket, and sends back a "Ticket Created" email, ad infinitum. In our case we had 18 new tickets created in the seven minutes until we noticed the loop. If someone had not been looking at the Unattended queue, it could have been many more.
My idea is for Atera to be able to identify a "Ticket Created email"…
2 votes -
Time entry defaults
It would be nice to have several time frames as predefined buttons, e.g. 15 min, 30 min, 1h, 2h.
That would speed up adding time entries3 votes -
Add e-mail signature manually
There currently is no way to add the e-mail signature again once it's been deleted.
It would be nice to be able to simply click a button to get it back, instead of having to go back to the ticket list and opening the ticket again.
Even better:
the ability to choose between several signatures3 votes -
3 votes
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default tickets unassigned when manually created
Create a way or option to default the tickets that are manually created to be unassigned so technicians can assign them to themselves from the unassigned queue/bucket.
1 vote -
Modify default view
Make it possible to modify the default view in the tickets to add custom status other than Open and On Hold.
1 vote -
Non-resolved/closed tickets that are assigned to technician that we have disabled, should go to un-assigned.
Non-resolved/closed tickets that are assigned to technician that we have disabled, should go to un-assigned.
5 votes -
Integration with MS Teams
It would be nice if we could setup an MS Teams channel that was dedicated to opening/responding to tickets.
16 votes -
Create ticket after a device was manually shutdown
I would like to know if it's possible to "automatically" create a ticket after to manually shutdown a computer ?
For example :
I choose a computer 'PCuserXXX'.
I go to the shutdown command within atera
Once the computer is really shutdown, I would like to automation a support ticket for the contact 'PCuserXXX'
1 vote -
Hide dollar amount when adding a ticket entry
Can there be an option to hide the actual dollar value (currency value) of the contract rate when adding time entries?
1 vote -
Add option to specify minutes in Ticket Automation Rules
Currently, the time interval is set for hours. Would be great to have the ability to specify minutes as well. Or allow the use of decimals. e.g. .25 hours for 15 minutes, .5 for 30 minutes, etc.
4 votes -
ticket count on filter view dropdown list
We have filtered views on the ticket screen, so we can change it from "default view" to all onsite jobs or all telephone jobs for examlpe.
It would be great when clicking the drop down list for the ticket count to be added on the end of the choices.
ie Default view (42)
Onsite Jobs (18)
Telephone Jobs (24)5 votes -
Email technician when they have been @ tagged on an internal note of a ticket
When you make an internal note and @ tag an engineer, That technician should receive an email saying "You have been mentioned on a ticket (hyplink to ticket)"
179 votes -
Respond to tickets without clicking into them
It would be great to be able to post a response to a ticket from the tickets page without having to click into the ticket and wait for it to load.
1 vote -
Change management
Change management. For tracking changes made in different setups. I.e microsoft security setup. With suggestions, status for implementing changes and so on.
111 votes -
Ticket Rows too large on screen, need a way to customise layout
Size of the row that each individual ticket takes up is too big, can only fit about 8 tickets on a 1080p screen
it still manages to also cut off the title when its too long though!
need a way to change the layout of the ticket
2 votes -
Allow for customization of columns on ticketing screen
On the Ticketing page the columns are locked to the default fields. We don't utilize the SLA field within our organization; and the new sentiment column is also irrelevant.
Allowing the end user to change what is displayed on the ticketing dashboard would allow for extra space for fields that are relevant, like allowing for longer ticket titles to be displayed.
150 votes
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