785 results found

1. Ticket Tags

   It would be beneficial to have the option to delete and edit ticket tags. This would allow for corrections on typos and removal of tags that are no longer relevant.

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2. API custom dropdown fields update

   Currently, the insertion or update of additional fields of type dropdown via the API is not supported; only boolean and string fields are supported.

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3. API dropdown custom fields

   Currently, the insertion or update of additional fields of type dropdown via the API is not supported; only boolean and string fields are supported.

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4. voice transcript

   We get some tickets from our voicemail system. The user's message is attached to the email. It would be great if Atera's AI could transcript that message as an Internal Note. We sometimes use third-party transcription tools such as TurboScribe.ai to do the transcription and paste it in. It would be a great improvement if Atera's AI could do that automatically.

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5. Customer read status tracking for tickets

   We would like to see a customer read status updates for when a customer opens the email containing a ticket response sent out of atera as a ticket update. This could be accomplished with read receipts or even better as a pixel tracking just like email marketing companies use to show statistics.

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6. Dynamic Recurring Scheduled Ticket Titles

   For recurring scheduled tickets, it would be nice to have the ability to insert variables into the title.

   i.e. For a monthly on-site ticket we'd like it to automatically use the month and the year in the title "Monthly On-Site January, 2025" by using a variable such as "Monthly On-Site {Month}, {YEAR}" (obviously I made up the variable name/format, this is just an example of how I'd imagine it will work).

   Other helpful variables might be:
   Week Number
   Current Date
   Current Time
   Current Date +/- #Days
   Current Time +/- #Hours:minutes.seconds
   Scheduled ticket recurrence count (i.e. Tech Review #22 would be the 22nd instance of the auto scheduled ticket).

   For recurring scheduled tickets, it would be nice to have the ability to insert variables into the title.

   i.e. For a monthly on-site ticket we'd like it to automatically use the month and the year in the title "Monthly On-Site January, 2025" by using a variable such as "Monthly On-Site {Month}, {YEAR}" (obviously I made up the variable name/format, this is just an example of how I'd imagine it will work).

   Other helpful variables might be:
   Week Number
   Current Date
   Current Time
   Current Date +/- #Days
   Current Time +/- #Hours:minutes.seconds
   Scheduled ticket recurrence count (i.e. Tech Review #22 would be… more

   1 vote

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7. create calender invite for clients for scheduled support

   An ability to create a calendar invite and send the invite from the synced calendar to a client as an example of of when to remotely support, call back or be onsite as an example, so they wont forget (meeting Invite)

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8. Forward tickets to non technicians.

   In the old Atera ticketing interface, we could forward a ticket to an email address. This is something we use when a user creates a ticket for a department (like accounting) and no one in accounting is a technician. Therefore, it would be nice to just forward the ticket in an email format.

   6 votes

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9. Service request

   Could we create a multiple ticket forms.

   I would wish to create multiple ticket forms. Like 8 for SR's and serprate on for Indecents.

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10. Ability to subscribe to tickets

    Be able to subscribe to a ticket and get notifications when Technicians reply or customers reply to tickets assigned to someone else.

    16 votes

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11. 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?

    11 votes

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12. second technician

    It would be good to add a second technician to a ticket. That way 2 technicians can follow up on a ticket and get updates.
    Then it's also possible for those 2 technicians to see that ticket in their filtered open tickets. So when 1 technician is on holiday, the 2nd technician can still follow up on the ticket without forgetting about it.

    19 votes

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13. opening a ticket on a user's behalf shows technician's comment as the users

    If I open a ticket on behalf of a user, the public comments entered on the initial ticket form will show as being posted by the user rather than the technician who opened the ticket.

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14. Internal Tickets

    Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

    We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

    We would like them NOT to email any info to the client about these internal-only tickets.

    We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

    We also created a ticket view to see these internal tasks (Quotes, Etc)

    Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

    We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

    We would like them NOT to email any info to the client about these internal-only tickets.

    We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

    We… more

    1 vote

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15. Ticket Template - Improvements

    1. Proper Template based form -
       a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
       The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I can do most of the forms that I need without multiple selections. This would be SUPER helpful.

    3. Core fields flexibiltiy -
       Ability to remove some of the core ticket fields. They are not necessary and just clutter the ticket template. Product category, etc. They will also just confuse the end user.

    4. Default field value -
       Ability to set a default value for a field, date, Department, etc. That way you could have different variations of a single form that is pre-filled with a lot of the appropriate information

    5. Save prefilled templates -
       Ability to store a prefilled template per user so if they create a template they can reuse it. Maybe they could also go into the main store for sharing with others

    6. Click to move
       Click anywhere on the custom field to add it to the form. I hate having to click the tiny plus to move it over

    7. Show Fields
       Option to have fields show on new template, service portal or create ticket in admin portal. ALL of these options show up in the admin portal when creating a ticket. If i set them to mandatory for the template they also become mandatory for the admin portal ticket. Why would this be a good idea? It makes a huge mess.

    1. Proper Template based form -
       a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
       The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I… more

    7 votes

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16. ticket type

    I would like the ability to change the options for Ticket Type and Ticket Priority.

    5 votes

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17. Ticket automation condition for self\signed in technician.

    The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard ticket processing, I receive an alert which I don't need.

    The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard… more

    1 vote

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18. Private note

    Ability to send a private note to a user.
    Example, sending a private note to the user's manager for approval. They will receive an email and be able to view the ticket and add their comment into the private/public section.

    4 votes

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19. Allow removal and edition of comments inside tickets

    If you could please provide us with the option to remove and edit comments in our tickets. As of now, if we put a comment in the wrong ticket, or if we make typos or errors in our comments, we cannot correct them as the comments seem to be there to stay permanently.

    2 votes

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20. Attach an Agent to manual ticket

    When creating a ticket manually, no agent can be assigned

    This would be relevant for back-office ticket creating -> Technicians

    1 vote

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