731 results found
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edit when ticket is closed
Do not give the option to the end user can continue to enter information in the text field, if the ticket is marked as closed.
2 votes -
view emails from users even thought 'Ignore Emails From User' is selected
We would like to be able to see what emails were sent from users who have the 'Ignore Emails From User' option selected even thought we don't want tickets created from that user/email address.
1 vote -
Knowledge
Need WYSWIG Knowledgebase creation with images. Plain text is too basic.
9 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…
4 votes -
Internal reply edit button
An edit button should be in place for internal replies.
This would make tickets generally more readable and less cluttered.1 vote -
Change Control Ticketing
It would be nice to have a change control workflow that would go to the client to capture approvals and have full documentation within ticket flows.
It would require submission of a ticket on either the technician or client side and then would push to the client owner of a system for the approval. Once the approval is made it would be up to the technician to perform the change at the designated time.
Fields of the ticket would be time of the change, implementation plan, and roll back plan
1 vote -
scheduled tickets
Have the ability to convert a regular ticket to a scheduled ticket, resetting the SLA until the time that has been agreed to complete the work.
7 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.
6 votes -
Bugfix: Links in the New Ticket Interface Do Not Open in a New Tab
In the old interface, all links from a message opened in a new tab. However, in the new interface, these links open in the same tab. This is inconvenient because we have to use the browser's back function to return to the ticket, which takes time to load and is not user-friendly. 90% of our tickets contain links that we need to follow.
Please fix or address this bug/feature request.
2 votes -
Manually set the closed date of a ticket
Manually set the closed date of a ticket - Would like the ability to set a closed date in the previous months time period to make sure it is added to the monthly billing batch.
2 votes -
Option to prevent auto response loops
Okay need some sort of a rule or ability to prevent loops of auto response triggering 3rd party auto responses and generating infinite tickets until the ticket creation rule is disabled. Maybe something that prevents users or the same email from creating more then so many tickets a minute or hour or a definable amount of time.
3 votes -
Add spell check in ticket input
Would be nice to have a spell check and/or spell correction when adding notes or modifying tickets.
68 votes -
Need a Ticket Type of Test
We need to have a Ticket Type of Test so we can filter by Ticket Type in Technician Reports.
3 votes -
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 -
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…
4 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 -
Activity Status Ticket Flow Rule
We need an option to create a Ticket Automation Rule based off the Activity Status and not just the ticket status. Case in point, we want a rule that will change a ticket's status to "Pending" whenever the ticket activity status is set to "Awaiting Requestors Response" so our SLA is paused.
2 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 -
We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
2 votes -
Manually creating scheduled tickets
There used to be a way to manually create scheduled tickets, without using the AI.
It would be nice to have this feature optionally available to us, because the AI can sometimes be wonky.I scheduled a ticket for "the third friday of every month" and the system scheduled the ticket for Saturday. I tested it with "the third Thursday of every month" and the system scheduled it for Friday.
When modifying the ticket, it resulted in the same mess-up.5 votes
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