694 results found
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Custom Ticket Activity Status
Recently Atera has added the ability to create custom ticket status, and also change the Ticket Activity Status manually. However I would like to create our own custom ticket activity status' beyond the "Read" "unread" "Awaiting customer response" "Awaiting Technician Response".
Personally I find the coloured labels much easier to identify what the status of a ticket is, so being able to add Activity status' like "Pending Third Party" or "Booked in" will make it much easier to see what tickets I don't need to look at with a quick glance.
28 votes -
Create ticket after a device was manually shutdown
I would like to know if it's possible to "automatically" create a ticket after to manually shutdown a computer ?
For example :
I choose a computer 'PCuserXXX'.
I go to the shutdown command within atera
Once the computer is really shutdown, I would like to automation a support ticket for the contact 'PCuserXXX'
1 vote -
Generate time entries even when you're using the AI assistant/scripts. Would be nice to be able to bill our customers for it also
AI Scripts/ticketing: Generate time entries for when you do a script from the AI – it would be nice to write as a time entry and bill the customers on that.
2 votes -
Ability to connect survey results from Atera to Google reviews
Ability to connect survey results from Atera to Google reviews
2 votes -
Ticket Rounding - 5 minutes | 10 minutes
Add 5 and 10 minutes option to Ticket Rounding Settings
20 votes -
Remove Ticket system if not required
We only required this software as monitoring purpose if we don't want ticket system, so you can provide option to disabled ticket system feature from admin panel.
1 vote -
Automation rule send email to previous tech on reassignment
ability to create an automation rule which will notify a tech if a ticket is no longer assigned to them.
we've have instances of techs working tickets that had been reassigned to another tech.2 votes -
Hide dollar amount when adding a ticket entry
Can there be an option to hide the actual dollar value (currency value) of the contract rate when adding time entries?
1 vote -
Phone system integration for tickets
Phone system integration for tickets
5 votes -
Auto CC or BCC Email Addresses on Ticket Replies
It would be good to have the ability to always cc or bcc ticket replies from an agent to an email address.
4 votes -
Respond to tickets without clicking into them
It would be great to be able to post a response to a ticket from the tickets page without having to click into the ticket and wait for it to load.
1 vote -
7 votes
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Generate a WARNING requiring confirmation if you try to delete a ticket with time entries in it
Currently the confirmation popup to delete a ticket is the same whether there are time entries inside the ticket or not. Since it is so cumbersome and time consuming to check whether time entries are attached in a ticket, can you please add another warning when deleting a ticket that would say "WARNING: There are time entries in this ticket, are you sure you want to delete it? [Yes/no]".
Thanks!
4 votes -
Create child ticket to subcontractors
We are working with few subcontractors that deliver solution components for customers. We sometimes need to open tickets to them.
Initially we thought to manage with 'forward' but it's not possible to forward a ticket (email) from Atera to a new destination address without copying the customer that opened the ticket. However, this is somehow incorrect as it need to maintain an association to the original ticket.
The solution would be opening a 'child' ticket from the original customer ticket toward a destination, that's the subco. The ticket will be 'company internal' but associated to the customer ticket.
So we…
3 votes -
Ticket export to include comments
Currently there is no way to export ticket information to include comments, at least not from the GUI. This country has just implemented new Data Privacy legislations and nearly every client of ours is currently performing audits. Not being able to easily extract this information is creating serious problems.
3 votes -
Unable to schedule already created ticket that was logged via email
A client emailed a ticket to our support ticket system and I wanted to schedule it for a later date but was unable to. Upon investigation tickets can only be scheduled when it is created within Atera.
2 votes -
Need more product family level under the ticket
Need more product family level under the ticket
1 vote -
Multiple Support Addresses
In Freshservice MSP version of the Helpdesk, i have had the option to setup clients with their own support addresses.
I can get you screenshots if needed.
Here is the setup:
As the MSP, i setup my default support address.
Then i setup each client that requests their own support address (Incoming & Outgoing). They can then send an internal email and get a reply from an internal email as well.This helps with clients that have their own smaller IT Dept that piggyback off the MSP helpdesk for cost savings and in the event of escalation or Out of…
3 votes -
Preventative Maintenace Scheduled Ticket cycles
It would be great to be able to automatically schedule maintenance for a device:
1- Laptop for general maintenance every 3 months - sends a user a email for the maintenance, to contact IT ticket notification for the technician.
2- Equipment batteries (Mouse, UPS etc) every 2 years - ticket notification for the technician.A start date with cycle options (daily, weekly, monthly, every Monday etc).
Select devices to include/exclude.
Keep the PM separate from Corrective maintenance.
Import/Export of schedules as systems or requirement change.1 vote -
Custom fields
I need custom mandatory fields to open a ticket and other custom mandatory fields to close a ticket. Separated.
I need to change the custom fields presented to the technician at creating and closing a ticket based on the product or contact name or any other combination of fields.
2 votes
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