693 results found
-
Assignee / Technician History as Internal Notes
Internal note on tickets for when technician is assigned or unassigned, and who completed that action at what time.
6 votes -
keyboard shortcut
CTRL+ENTER to send response on the ticket
+ other keyboard shortcuts to navigate faster within the system3 votes -
Set default ticket view across entire company
We have setup some custom ticket status types and love them. Sadly we are going to have to stop using them as techs are missing tickets. I would love to be able to set it show that the ticket status types that I pick would be the default view for everyone. This includes going to a client and looking at the tickets tab.
To give an idea of our custom ticket status types we have things like "Pending w/ notes" and "Waiting on parts"
This makes a ton of extra clicks when looking at the client's tickets tab and can…
3 votes -
Plain Text Support
Add support for receiving emails in plain text format that are turned into help desk tickets. Currently only RTF and HTML are supported. Alerts from servers are generally sent over in Plain Text for info purposes.
9 votes -
Modify ticket dates
To have the ability to modify the dates of a ticket when\ after they are created. So if I logged the ticket 2 days after I can say it opened back then.
1 vote -
Ticket Automation Rules - Ticket Internal Note Created for Email Notifications
Currently the condition Ticket Contact Responded is available which then can be used for email notifications.
Need to add this condition in the rules - Ticket Internal Note Created/Responded then have the option to add action Send an Email to Technician for email notifications
26 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!
-
Block emails from anyone who is not a contact
Create a simple option to block anyone who is not a contact or using the domain of the client company. Will help stop spam emails/tickets being created.
1 vote -
Display images and documents in the browser
When users submit a ticket via email and they include an image, the ticket shows a link with image.jpeg attached. Clicking on it downloads the image. It would be nice if it just opened in the browser over top of the ticket, with an X to close it. Documents have the same challenge. Can you make it work more like how gmail handles attachments?
2 votes -
Abiltiy to add a TAG to a NEW ticket
We would like to add a TAG on NEW tickets we create
1 vote -
Ticket Description Snippet
The ability to include the initial ticket description in email templates.
4 votes -
Integration with Microsoft To-Do
It would be nice if Adding tasks/notes to Microsoft To-Do would open a corresponding ticket in Atera. As well as update that ticket with any other notes and close it if someone completes the task in Microsoft To-Do.
7 votes -
5 votes
-
SLA That does not require first response
Our organization does not track first response. Only requires tickets to be completed in 24hrs. It does not appear that I can set this up currently.
1 vote -
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 -
Third kind of note in ticket that allows requestor and techinician to see it, but no email sent.
Allow a technician or requestor to post a comment that both can see, but no email is generated. This allows for information to be tracked that should not be in an email, but both parties need to see it.
1 vote -
Notification to all Techs of new tickets
it would be very useful to send an email to all technicians when a new ticket is created. This would come in handy when tickets are not auto-assigned. That way the next available tech can accept the ticket or wait for someone with more knowledge of the issue to take the ticket.
2 votes -
Lock or freeze the ticket buttons at top of the ticket window.
Lock or freeze the ticket buttons at top of the ticket window.
When working with a long-standing ticket, a lot of scrolling is required to read the conversation history. It would be very help to then not have to scroll back to the top of the window to navigate to the agent or add a reply or note to the ticket.
If the six buttons at the top of the ticket window were locked in place, or in a banner at the top of the page, it would make navigation much easier.
7 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 -
Modify ticket description and keep timer running
To be able to edit the ticket description while working on the ticket without stopping the timer. Add a button that allows to continue working or stop timer that way if we are in the middle of something and don't want to forget what notes we want to put to the ticket we can enter the notes and continue working without worrying that we forgot a note. If we are done with the ticket we can always just click the stop button
4 votes -
Link Tickets
Link different tickets. No need to merge them but you want to have some problem under the same type of tickets. You can really see the impact of a certain issue.
12 votes
- Don't see your idea?