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  1. When you working with multiple inbound addresses..
    If you answer now on a ticket it is always end out with the "default ticket address". It would be nice if a customer send to sales@ the replies come back from sales@..
    If he sends to support@ the replies come from support@...

    4 votes

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  2. Ability to assign custom fields to Time Entries

    5 votes

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  3. This seems almost too obvious to me, but there should be an easy way to generate an invoice for a customer based on the Products and Services that are added to their Tickets. Bonus points if this feature can let you checkbox which products and services to put on a given invoice.

    Example: Customer walks in with computer problem, ticket is generated, diagnostic fee added to ticket and invoice created. Customer pays up front diag fee. Technician finds bad hard drive, adds new hard drive cost to ticket, additional labor, then selects just these 2 additional entries for export to…

    2 votes

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  4. If I need to assign the ticket to myself, I don't want to look in the drop down, I want to have a small icon next to the drop down assigning it to myself.

    1 vote

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  5. An employee opens a ticket and a manager has to release the ticket, e.g. new customer,....

    1 vote

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  6. Allow conditions like AND and OR in conditions field in ticket automation. For example, the ability to be able to send email to technician only if the ticket is signed by someone else. If the ticket is assigned by technician himself, the email should not be sent to him.

    22 votes

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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. Add automation rule to close a ticket. If you configure automation rules to open a ticket you should also be able to automate closing a ticket. An example being, if you have an availability monitor set up and the alert opens a new ticket but that alert gets resolved a few minutes later you should be able to automate closing the ticket as well.

    67 votes

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  8. We get many emails daily from various software solutions we run for our clients. Example: 3CX Alerts, SentinelOne Alerts, AFI Backup Alerts.

    These emails come from a single no-reply email address, and information about which client it relates to is in the body of the email.

    I feel this is a 2 part request.

    1. Add the ability to parse the email body for a particular string that can be compared to a custom field entry on a contact/company.
      For example, our backup software contains a string in the body that reads "Google Workspace domain: domainname.com"
      CONDITIONS
      Ticket Field: Ticket Body,…

    6 votes

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  9. 1 vote

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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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  11. Would be great to have a completely customisable UI in the ticket section. Allowing smoother and more efficient workflow and ticket updating.

    All we need is to be able to hide the pre-made fields from both the customers and ourselves.

    1 vote

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  12. save Ticket view on customer page and mobile app.
    These get reset everytime.

    2 votes

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  13. At the moment, we need to open each individual ticket to view the total time spent on the ticket. Can this be added to the main ticket list view. Admins and Managers can quickly see which tickets have long time entries or have been worked on longer than others.

    Thanks

    4 votes

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  14. needing to add multiple contacts for a single ticket rather than having to create separate ticket for each contact. when we have a ticket come in that affects multiple people, we like to avoid having duplicate tickets for the same exact issue which can cause multiple technicians to work on the same issue. old ticketing system had an option for "watch list" which allowed us to enter email addresses (internal or external) so they would all receive the updates from a single ticket. i am aware of the "cc" field but can be difficult to remember to add these email…

    14 votes

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  15. Ability to customize which columns and fields are viewed on main ticketing page. They want to rearrange columns in the order which is relevant to the customer's workflow and also select which columns they can view. For example, they do not need to see SLA column so they want the option to remove it.

    11 votes

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  16. Ability to create a generic ticket that can later be cloned and associated to customers.

    3 votes

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  17. Remove the name Atera from the schedule ticket requests [ Atera # xxxx ] and replace it with company name [ I.T. Company # xxxx ]

    7 votes

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  18. filter tickets negatively: i.e. add an option to not display tickets from specific customers

    1 vote

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  19. When you go on site and then close a ticket, it would be nice send an email to the client that summaries everything that was done. Where we can export and send to the client for signature or for him to know that we did a, b, c

    2 votes

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  20. Dear Support,

    How are you doing?

    We were wondering if it is possible to send an email notification to the assigned technician when an internal note is added?

    Thank you

    3 votes

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