730 results found
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Email Parser
Is there a way we can get a better way of receiving tickets via email? I had to work with google several times because I found that several tickets that were being emailed in were not forwarding properly. I have a email parser set up with Kaseya BMS (we are moving away from that) and it has never missed a email. Majority of our clients send in tickets via email, and not using the portal. Most of them have been emailing us for years and do not want to change the way that they contact us.
1 vote -
Ticket Priority based on email by importance
Users who email in their IT tickets, it would be very helpful if the "importance" set in the email (low, high, etc) would change the ticket priority level to match.
1 vote -
Allow customisation of all areas of ticketing forms
For all mandatory ticketing fields in forms to become customisable
2 votes -
Ability to specify a custom ticket form/template on the URL
It would be nice to have the ability to specify a custom ticket form/template on the URL.
1 vote -
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"
4 votes -
Tab order fix for Product Family
I noticed the tab order for the child objects under Product Family requires you to tab past the Product Family to select a child object. This is very confusing for someone who uses a screen reader to navigate.
1 vote -
Close a ticket from a technician emailing #closeticket
When they reply to the ticket they can include a code to close the ticket off at the same time.
1 vote -
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.
92 votes -
Don't force the horrid new ticketing page on us.
The new ticket page is a horrid mess, the old page had its little issues as I reported many times but the new one is just hot garbage and is the proverbial straw on the camels back that has now trigger me looking to replace Atera.
Please don't force this new style page on us.
And lets not get started on the AI hotness you seem to think we need.In terms of issues on the new page.
The whole ticket writing is a mess.
-Formatting tools floating.- fixed but still not as good as the old page.
AI crud.…1 vote -
Selecting and Copying the Ticket Title Including the Ticket Number from the Header in a Ticket
In the old interface, the ticket title including the ticket number could be easily selected and copied. In the new interface, this no longer works because the title becomes editable. This is a MAJOR ANNOYANCE as we now have to copy everything twice and then edit it for our ERP system. The time required has increased by a factor of 3-4.
Please fix or address this bug/feature request.
1 vote -
Proper searching
Can we get a proper search, rather than the half-hearted one there is now.
example:
I know a worked on "mimecast archive" for a certain user a while backWhen I try
"mimecast archive" "melanie" not even the current ticket comes upmimecast And Melanie , finds Andrews...
I know I can list the user closed tickets, but the format of a web page, and having to load each scroll down means I can't even ctrl-f and search it like that.
Basically search as it is, is worthless for finding previous tickets.
Please put in a decent search1 vote -
Maintain classic ticket interface
The new ticket interface is simply illegible and incomprehensible.
The following message has been added: "We appreciate your love for the classic ticket page, but it’s waving goodbye on June 26th".
The standard interface should be kept ad infinitum.1 vote -
Bulk Ticket Deletion
Being able to delete tickets in bulk, especially when there are thousands of tickets, to avoid the browser crash scrolling down
1 vote -
customize automated technician email
Add the ability to customize the automated responses that get sent to users when technicians comment on tickets.
2 votes -
Highlight a ticket on ticket board
It would be neat to see a feature where one could "highlight" a ticket on the ticket board. Sort of a way to remind yourself or others about a ticket.
1 vote -
Change default ticket view
Allow to change the ticket view to open on the conversation tab instead of resolution
1 vote -
download images in comments via api
Download the images and screenshots from comments. The current API only allows us to see the text in each ticket's comments, whereas we have screenshots and additional info in images which are missing when we use the API.
1 vote -
Export tickets based on Current view
We use a combination of Status Field and ticket tags for our views.
Please add the ability to export tickets to csv, based on my Ticket my View.2 votes -
Verify if a ticket is assigned and provide a popup if it has when trying to assign.
When assigning tickets do a check to verify whether the ticket has already been assigned to a technician and if so provide a pop up that shows who it is assigned to and ask whether to go ahead and reassign.
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
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