690 results found
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Show previous calendar events as well as future ones on a ticket
When adding calendar events to a ticket, it would be helpful to also be able to see all past calendar events. Being able to set a default subject of the calendar event would also be helpful along with the customers name.
1 vote -
Remember recently used email addresses
It would be nice if the ticket emailing system would remember past email addresses used in the CC section etc...
1 vote -
Ability for a tech to follow a ticket
Ability to follow ticket. To know when a ticket has updated something. Even if you are not the technician assigned. Sometimes, it is helpful if the tech is out of the office, or he’s tied up. Once you CC, you’re stuck on the email thread unless the clients remove you as well. Second assignee – text box that says follow the ticket. “observer” if it needs to follow to do ticket automation rules but ideally, would be that if the box is checked, to send the email to that person
1 vote -
Add a CC mail in automated rules
Right now, we have several customers that have a dedicated mailbox where we sent our resolved tickets to as to the user reporting the tickets aswell. This is so the "Staff" from that compangy can evaluate everything we have done so there is no endless debate at the end of the month.
Right now, its only possible to add just a mail adress in the "to" field trough automated ruled. It would be amazing that we could say.
If ticket status changes from customers from user@contoso.com send a CC mail to ICT@contoso.com.
Would be appreciated! thanks
1 vote -
I don’t want all incoming emails to create contacts in Atera.
I don't want all the contacts to be created in Atera.
Ideally an email with a known domain would open a ticket under the specific customer, otherwise it would be under unassigned. There should be no mandatory requirement for creating contacts to open a ticket.I don’t need all these contacts and I will lose my main contacts visibility.
1 vote -
Move the not textarea to the top of the ticket
Move the note textarea to move visible location on the ticket screen
1 vote -
order tickets by assigned technician
Allow tickets to be sorted by assigned technicians such as ordering the tickets by who is working on them. prioritise certain technicians' tickets to the top
1 vote -
mail
Hey, we would appreciate to get more text modules. We would like to see the customer mail addresses in case of ticketing mails to the technician. Maybe you could add the "sender address module" to the mail templates.
best regards
1 vote -
Email templates
Hello,
i would prefer to add the "Sender-address" to the text modules. I would like to see the contact-mail for our technicians. (they receive an automated email in case of a new ticket) - but there is actually no possibility to see the Email addresses of the Sender.
Best regards!
1 vote -
Attachments in Tickets - show extension
The attachments in Tickets should be downloadable via right click and very important:
Show us what kind of filetype is attached (exe, pdf, txt, csv,....)1 vote -
Events for scheduled tickets
Create a calendar even from scheduled ticket.
1 vote -
Include details of the ticket in the Exchange Calendar appt
In our current ticketing system appointments are pushed to Outlook via exchange but include client name, address, phone number, email, who assigned it, who the tech is, and description of the ticket. The calendar piece is pretty important to us. We use this when we get in the car and start driving. Techs are accustomed to opening their calendar, tap the appt, tap the address and navigation takes from there.
1 vote -
Contact Last Comment variable with attachments
Add the attachments of the last comment when sent with the variable Contact Last Comment.
1 vote -
Assign ticket to Customer Location/Folder
Customers have different locations (Folder in Atera Case), need to assign ticket based on customer location
1 vote -
Bulk Reassign Tickets to Agent
We could do with a system to bulk reassign a number of tickets from one contact/agent to another, this way we can easily keep old tickets for records and remove old contacts without losing their tickets or having to reassign potentially hundreds of tickets individually.
1 vote -
Response from a CC on ticket
When a person is CC'ed on ticket, and they respond, show in the email that is responded by the CC, not by the main on the ticket.
1 vote -
1 vote
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Ability to limit statuses at the tech role level.
We need a method to limit ticket statuses based on technician role.
Including custom statuses.
This can be achieved by adding a section in the roles page where we can check off which statuses that particular role can use in a ticket.
This is not to affect techs trying to search a ticket with any status. Just what they can set the status to within the ticket or in the ticket list.
Why? Higher up techs or admins need to review resolved tickets and set to closed after review. Some techs are setting closed and we miss them. Also, we…1 vote -
Automatically assign ticket to a client
Automate a ticket to automatically be assigned to a client even though I receive notifications for all clients from the same email address (using automation, the name of the client is in the subject)
1 vote -
When emailing Atera helpdesk make it so that if we put a #Site Name and ##Assigned to. Will automatically populate the fields.
When emailing Atera helpdesk make it so that if we put a #Site Name and ##Assigned to it will automatically populate the fields. Such as assigned to, Site Name.
1 vote
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