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  1. 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 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! 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!

  2. We would like for the browser to have the ability to play an audio alert whenever a new ticket is received, that way technicians know that a new ticket has come in.

    13 votes

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    0 comments  ·  Tickets  ·  Admin →
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  3. 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…

    13 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! 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!

  4. I Like this software, but my goal here was to find a helpdesk that can export individual tickets by their id number.
    SOX & JSOX auditors request these tickets by number, and want to see the whole thread. Any way to export would be great, .html, .pdf, or just email the ticket would work also.

    13 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! 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!

  5. The possibility to automaticlly close tickets, if a ticket is automaticlly generated and get resolved.

    13 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! 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!

  6. 13 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! 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!

  7. The display list for Tickets and Customers is too large, and too busy. Please allow us the option to display fields we want to see, and hide fields we dont.

    Example:
    Tickets view: If we could remove the SLA column we could see the full title.
    With the new view I can only see 6 tickets at a time.

    Customers view:
    The previous view is preferred. However, making the font smaller, and less padding (lines not so spaced out), and changing the customer logo/icon to half the size would be a great improvement.

    13 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. 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!

  8. Need a feature to edit internal notes and delete internal notes.

    12 votes

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    0 comments  ·  Tickets  ·  Admin →
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  9. Customize ticket type

    12 votes

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    4 comments  ·  Tickets  ·  Admin →
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  10. Currently if we want to use the APIs to pull certain tickets or time entries for a particular client and/or a particular timeframe, we have to pull ALL THE TICKETS in our Atera account (which takes a long time, and generates a lot of traffic to Atera's servers).

    Can you please add additional criterias to avoid all this extra traffic and make the API calls faster?

    Time Entries and Tickets search:
    * Before date-time
    * After date-time
    * Customer ID
    * String in comments (all words, or any words).

    Thank you!

    12 votes

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    3 comments  ·  Tickets  ·  Admin →
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  11. 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.

    12 votes

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    4 comments  ·  Tickets  ·  Admin →
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  12. Add option to set a due date for a ticket.

    Add Create Date and Due Date columns on the Tickets page

    12 votes

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    3 comments  ·  Tickets  ·  Admin →
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  13. It would be really helpful if we could set up an automation rule that would alert us if a ticket is going over a certain SLA. Our SLA is 4 hours and so the system should be able to send an email to us - or a designated manager - to alert them of the fact.

    12 votes

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  14. When a signature is required to authorize a requested action I would like to add a signature box to an email and send it through to the customer for their action.
    this would cover us when sensitive work has been requested

    12 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. 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!

  15. It would be AWESOME if we could manually reorder tickets (a sort of custom order) by dragging them up and down the list. And/or pin tickets to the top of the list.

    Basically, a way to customize the ticket list in order to organize priorities when starting our day. Because sometimes you don't want to start changing priorities for tickets. Sometimes you decide you will address minor requests while working on major problems at the same time.

    So in the morning, you move (or pin to the top) the tickets you plan you'll be able to work on that day...

    11 votes

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  16. It would be nice if we could setup an MS Teams channel that was dedicated to opening/responding to tickets.

    11 votes

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  17. Goal: To be able to strip RE: re: Re: rE: FW: fw: Fw: fW: and other common modifications of email subject lines from incoming emails. Overall want to increase the rate of which tickets automatically merge when end users reply.

    Suggestion: Ticket automation rule to look for strings provided by technicians on incoming emails and remove them. Create helpful tools with the automation to prevent accidental removal of valid data. Such as clearing defining what "*RE:" does vs " RE: " vs " RE:" and etc etc.

    11 votes

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  18. I use Atera for myself and I work for 4 different companies. I will work long hours and I can't close a ticket at midnight because it will trigger several alerts to an employee in the middle of the night. Would love to have the option to close a ticket without sending a notification to the employee.

    11 votes

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    4 comments  ·  Tickets  ·  Admin →
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  19. Ability to set Technician status to away, vacation, or project so that they are not assigned tickets during this time.

    11 votes

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    1 comment  ·  Tickets  ·  Admin →
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  20. New layout is messy, unclear and wastes load of space. Awful.
    Before it was clear the state of tickets and there was contrast to differentiate sections and status colours popped.
    Now it's this very light pallete, which took Atera from too white to now too white and far far too light.
    More contrast, clearer and add dark mode please.

    11 votes

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