689 results found
-
Clone Generic Tickets
Ability to create a generic ticket that can later be cloned and associated to customers.
3 votes -
Events for scheduled tickets
Create a calendar even from scheduled ticket.
1 vote -
Have customer to be able to schedule with a meeting with a tech
Have customer to be able to schedule with a meeting with a tech
4 votes -
Include details of the ticket in the Exchange Calendar appt
In our current ticketing system appointments are pushed to Outlook via exchange but include client name, address, phone number, email, who assigned it, who the tech is, and description of the ticket. The calendar piece is pretty important to us. We use this when we get in the car and start driving. Techs are accustomed to opening their calendar, tap the appt, tap the address and navigation takes from there.
1 vote -
Allow contacts to see tickets multiple customers
Hi
I would like that you can allow certain contacts to have access to multiple tickets of different customers. Adding the same contact to different customers is not possible.
2 votes -
Improve Quick Reply Templates
Disabling the text "Comment here..." because when I choose a Quick Reply Template "BEFORE" I clicked once into the text box, this text is still under my templates text.
A global setting for a default template would be very useful because it makes replying much faster without all the time choosing a template before begin writing. =)
Please improve the template editor in case of usability, fonts etc. pp. Sometimes it looks like that the formatting isnt really accurate and changes from template to template.
Thanks a lot. =)
4 votes -
Dear Support, How are you doing? We were wondering if it is possible to send an email notification to the assigned technician when an inte
Dear Support,
How are you doing?
We were wondering if it is possible to send an email notification to the assigned technician when an internal note is added?
Thank you
3 votes -
Add products while creating a ticket
We would like to be able to add products and expenses to tickets while in the ticket creation page.
Currently a ticket needs to be fully created, then open the product and expenses menu in order to add products to a ticket. It would be beneficial to workflows of creating tickets where products are being delivered or purchased to be able to add them before opening up the ticket.
7 votes -
Ticket Search - Search within tickets to find previously solved issues
It Would be great to have a option to search within tickets.
Problems and applied solutions are described within tickets.
It would be great to have a way to search in this treasury box to find solutions.Search should be a free search on words as: Internet - Printer - Outlook - firewall - RDS etc etc. The Search should ideally search within ticket title, conversation and timesheets.
I know the feature exists in Autotask and it was a feature we used a lot! We like Atera better but we really miss this option.
Tickets are holding a treasury of…25 votes -
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.
87 votes -
Contact Last Comment variable with attachments
Add the attachments of the last comment when sent with the variable Contact Last Comment.
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 -
Assign ticket to Customer Location/Folder
Customers have different locations (Folder in Atera Case), need to assign ticket based on customer location
1 vote -
Bulk Reassign Tickets to Agent
We could do with a system to bulk reassign a number of tickets from one contact/agent to another, this way we can easily keep old tickets for records and remove old contacts without losing their tickets or having to reassign potentially hundreds of tickets individually.
1 vote -
Rounding first 30 mins on ticket
What I want is that there is a minimum time of 30mins per ticket. Anything above that does not need to be rounded.
5 votes -
4 votes
-
Atera to Slack channel integration for new tickets
Would be nice to have tickets fed in to slack channel when a new tickets is opened.
7 votes -
Change ticket status by keyword in an email
We would like to be able to change the status of a ticket when a customer replies by email to the ticket and it indicates #closed for example at the beginning of the email so that the ticket is automatically closed.
4 votes -
Response from a CC on ticket
When a person is CC'ed on ticket, and they respond, show in the email that is responded by the CC, not by the main on the ticket.
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
- Don't see your idea?