689 results found
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Incident Tracking
Ability to easily track incidents for customers.
I.e Contoso has a limit of 5 tickets per month.
Upon the 6th ticket logged, a pop up comes up when an engineer accesses the newly created ticket, advising them the customer has exceeded the monthly incident allowance.
9 votesNice! 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!
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Survey
satisfaction survey in french
9 votesNice! 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!
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Add color options for custom statuses so they don't blend in with other statuses.
Custom statuses that act as pending, blend in with pending status tickets. Adding a color option for custom statuses would help differentiate from pending.
8 votes -
Place Knowledge Article in Ticket Response
We should have the ability to search and place relevant Knowledge articles as a response to a ticket that has been created.
8 votes -
Tickets show exact date
Tickets in the ticket list should show the exact date and time of creation, and then "1 day ago" or whatever in parentheses.
8 votes -
Duplicate or copy an existing ticket
The ability to duplicate or copy an existing ticket. This can very useful when working with Parent and Child tickets on a large project.
8 votes -
Attach attachments by dragging and dropping
It would be handy if we could attach any files by dragging and dropping instead of having to use the little paperclip and then manually browse to the location
8 votes -
Allow multiple reply emails from Atera for different customers.
Allow for the "no-reply" responses from Atera to come from different email addresses for different customers. We have a customer that sends emails to Atera and the tickets are logged, but they want their own customer reply email.
8 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!
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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 -
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 -
More Snippets
I would like a snippet for the email body when a user submits a ticket via email. It would allow me to add it to an email template so I can see what the details of the ticket are.
8 votesNice! 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!
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Organize Ticket Properties
I'd like to be able to determine the order of the ticket properties, as there are a few that we can't seem to move, even if the default and the ticket form have them in a certain order. Some items, while important to know, are not often changed and therefore could be further down on the list but do not show as so, even when on the bottom of both 'custom fields' and the form template lists.
7 votes -
Ability to subscribe to tickets
Be able to subscribe to a ticket and get notifications when Technicians reply or customers reply to tickets assigned to someone else.
7 votes -
Better automation for tickets
More trigger options for ticket automation and the ability to set ticket field values based on keywords etc.
7 votes -
Convert Tickets into KB Articles
Be able to take a trouble ticket and convert the information from the ticket to a KB article.
7 votes -
7 votes
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Add products while creating a ticket
We would like to be able to add products and expenses to tickets while in the ticket creation page.
Currently a ticket needs to be fully created, then open the product and expenses menu in order to add products to a ticket. It would be beneficial to workflows of creating tickets where products are being delivered or purchased to be able to add them before opening up the ticket.
7 votes -
Atera to Slack channel integration for new tickets
Would be nice to have tickets fed in to slack channel when a new tickets is opened.
7 votes -
Ability to sort tickets by Assigned Technician
Possibly be able to sort tickets by assigned technician. At the moment, when viewing all unassigned and assigned tickets to see what is being worked on currently, it looks rather messy.
7 votes
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