689 results found
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formatting code
Having the ability to paste code into a ticket reply or internal note would be immensely helpful. It would be nice to be able to paste code into my ticket notes and easily copy it for future use.
Could be implemented similarly to how Discord or Slack by surrounding the text with backticks
2 votes -
REASSIGNING CREATED TICKETS TO SCHEDULED TICKETS
AT THE MOMENT TICKETS ARE REGULAR OR SCHEDULED, THERE IS NO OPTION TO TURN A REGULAR TICKET INTO A SCHEDULED TICKET, THIS IS VERY INCONVENIENT, HAVING TO MANUALLY RECREATE.
We believe this feature could be a valuable addition for all Atera users, enhancing the overall efficiency of the ticketing system. Could you consider incorporating a ticket scheduling feature in your development roadmap?
3 votes -
Tickets NEW UI, keeping items at the top of the screen
When I am scrolled down several pages on a ticket, it would be nice to have the “Reply and Internal Note” feature still visible at the top of the ticket screen.
2 votes -
Custom Ticket Fields - Hidden Indicator
There are plenty of tickets regarding the hidden field usage in the Customer Portal and it is being addressed.
Adding onto that, it would be nice to have an indicator on Custom Fields that show (at a glance) which fields are hidden or editable in the admin menu. Otherwise, to know which are which you need to go through the fields individually and/or on the portal itself. The fields already have an indicator for what format they're in (text, date, number, etc) so another indicator for hidden/editable would be greatly appreciated as it would save a bit of time when…
3 votes -
Edit To field
Ability to edit 'To' field when replying tickets so requests can be forwarded off to correct depart or correct person.
3 votes -
Alter ticket UI to better integrate with Ticket properties
The current ticket UI requires alteration due to excessive whitespace, particularly in the description and response fields. With the increased utilisation of Forms, it's crucial to emphasise ticket properties; however, the existing UI layout impedes full integration of forms and custom fields. To address this issue, we propose two solutions:
Enable end-users to customize the UI layout according to their preferences or the specific needs of engineers. This flexibility would allow for optimal use of space and prioritisation of ticket properties.
Implement a permanent fix that enhances the prominence of ticket properties within the UI. This could involve redesigning the…
3 votes -
Add ability to retroactively flag ticket notes as resolutions
Right now, we have the ability to flag a response as a resolution, and we have the ability to retroactively REMOVE a resolution flag, but we do not have the ability to retroactively ADD a resolution flag.
The problem is that we might not flag a response as a resolution if we're not sure that it will actually solve the issue. But if it does, then we have no way of marking it as the resolution retroactively.
It would be very nice to be able to flag a past ticket response as the resolution. It would be nice to even…
2 votes -
Merge tickets automatically if they include RE: or FW: and ticket contact is recipient or cc'd
When someone creates a ticket via email and cc's someone else, the other person usually replies back and we then have a second ticket created with RE: or FW: infront of the subject line, as the cc'd person did not receive the ticket created response with ticket # etc. there should be a way to have the system automatically detect this and merge it into the correct ticket
2 votes -
Ability to edit Internal Note on ticket
I really wish we had the ability to edit an internal note. In the event of an error, it would be nice to be able to hit an edit button and change an internal note.
2 votes -
Reply to tickets via email
Reply to tickets, update tickets via email (email correspondence).
Need the ability to correspond with customer tickets via email only. We need to easily see ticket content and reply to the ticket via email with our replies entered in the ticket. Every helpdesk software I have ever used worked this way except Atera/Zendesk. It make Atera almost useless as a helpdesk ticketing system for a busy MSP.
The website is not good (no desktop/browser notifications) and it seems ridiculous to have to receive mobile app notification with a web-portal open at the same time.
87 votes -
Display CC in Ticket
The new layout does not allow to display other (cc-)receipients of an e-mail any more.
Can you please add that feature again?3 votes -
Multiple Ticket-Tabs within Atera
It would be very convenient if you could have several tickets open as tabs within Atera. This would allow you to switch between several tickets, no matter where you are in Atera. I know that you can simply open several browser tabs, but I think it would be much better to have tabs within Atera. Especially if you use Atera as a "web app". This would significantly increase productivity and it would be much easier to keep an overview.
3 votes -
Create ticket that is not visible to the client
Ability to create a ticket that is not visible for user that set as "main contact"
3 votes -
Sync Phone number with Azure AD
There a not many contact fields synced with Azure AD. An important way is contact our customers via telephone (not mobile) - and that is missing. Also important is the field office or addresses. Because we have customers with more than one location.
51 votesHey all,
I am happy to share we're working on syncing the Business phone number to the Atera phone field during the AzureAD sync.
We'll be sure to update you once this addition is available.
Thank you for bringing this up,
Yakov
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Sub Tasks Feature
Would like to have the ability to add sub-tasks that we can assign to other agents. Like for a new hire template. The ticket has the main tasks and then has a bunch of sub-tasks to complete displayed below the description a section called tasks would be great.
1 vote -
Quick Reply Template Custom Variables
Please add a variable for the "Customer Main Contact".
This variable will be useful in quick replies where you would be advising someone to seek approval to proceed with things like Software or Hardware purchasing etc.. I was surprised that this was not already an option...
1 vote -
Change tickets back to the original look.
Change tickets back to the original look.
1 vote -
AI to automatically add manual tags that were created by the team
AI to automatically add manual tags that were created by the team
2 votes -
Internal Training Classification
We would like to add the ability to add a custom field under the Type, for training
1 vote -
1 vote
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