697 results found
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Subject: System Issue – User Creation and Search Problem
I’m experiencing an issue where, despite entering all required details to create a user, the system fails to find the user when searching by email or other identifiers. I receive a message that the user already exists, but when I search for the user, I can’t find them. Additionally, there is no simple and convenient way to add the user, only a complicated method that I tend to forget, which is very tiring. This ongoing problem The system needs to be more reliable and user-friendly to improve productivity.
2 votes -
planner
I would appriciate a lot to have the possibility to organize my tickets in kanban mode, as I could do it in Microsoft Planner. I could drag-drop tickets in columns : backlog, planned, in progress, ended ...
Actually i use categories but it's not as good as Planner.
Thanks for your attention.4 votes -
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.
1 vote -
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…
1 vote -
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…
1 vote -
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 -
Assign requestor based on reply-to email not sender
When using using tools like wufoo or jotform the email incoming is from no-reply@jotform.com (sender email). That creates the tickets and assigns the ticket to the user no-reply@jotform.com. Jotform/wufoo have the capability to use an email collected in their form to add as the "reply-to email". I use this currently with zendesk from both wufoo/jotform so the tickets are assigned to the correct requestor.
Please add that as an option for inbound email tickets or the ability to run a ticket automation to update the requester based on this attribute.
1 vote -
Closing Ticket
I have a question. Some of our users have noticed that when we close a ticket, it creates another email. Is it possible that when we close the ticket, it keeps the original email from the first creation?"
1 vote -
Drag and Drop Ticket Attachment
Drag and drop attachments on new ticket web form
4 votes -
Mails to ticket should not be automatically sent to customer
if you work with sub-support (providers, ...) and you want to documentat an eamail in the ticket (send it from your mail-account to the ticket-number) the customer is getting this email from the ticketsystem forwardet... (public answer)....
this is very bad ... and should be possible to turn off
2 votes -
which technician is currently working on which call
Hi
We are interested in the option for the service call manager to be able to see which technician is currently working on which call.
Is there such a thing?1 vote -
Ability to schedule already open tickets
I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
It doesn't even need to be necessarily closed, just disappear…27 votes -
Daily Planner
A daily planner page where Management staff can assign certain tickets and tasks to technicians in a calendar style arrangement. Obviously staff could have access to their own planner too and could use it for their own scheduling also.
11 votes -
Export tickets to pdf
the objective would be to be able to export a summary of the intervention in PDF in order to keep a paper trail signed by the client
16 votes -
Ability to filter when you search
When you search and it pulls up tickets, there is no way to filter these further. Since we can't filter by status to only show open tickets, we have to scroll through a long list of ticket search results to find ones that are open.
4 votes -
Emails to other than the requester
I would like to be able to start a "side conversation" on a ticket for when I need to communicate with a third party related to the issue at hand.
61 votes -
Internal notes
It would be useful to be able to keep the internal note at the very top of the ticket just beneath the most recent message.
Also if we could use the same note/notepad for each internal note entry created.
It's very frustrating having to scroll through the entire thread just to compare an internal note that was created at the beginning of the ticket.
It would also help other technicians reviewing the tickets to be able to see all internal notes a tech created in a ticket. It gives them a quick recap of the troubleshooting process that was taken…
1 vote -
Alert on system desync with assigned tech when changing
We frequently have new tickets come in where one of us takes the ticket and then the next tech assigns themselves very shortly afterwards, as they see it as unassigned still.
There should be a way for the system to notice the tech sees it as unassigned but the backend system is changing it from a user to another user and trigger an alert or stop the action.This causes an issue with when the first tech to grab the ticket has it disappear from their queue and it ends up in the other tech's queue instead. THis is particularly…
3 votes -
Ticket automation based on support email address
It would be great for us to be able to create ticket automations based on which support address received the email.
Currently we have multiple SLAs for a particular client depending on the service type. So we have created additional support email addresses for the different service types but cannot manipulate the incoming ticket based on the support email address.
1 vote -
Ticket retention
We need a way to place a retention policy on the tickets that are under closed or deleted status.
Example: if ticket a ticket is closed or delete for 6 months of last modified date, then completely remove it from the platform. Sometimes our users send sensitive data over tickets even when we request they do not and we want to ensure if there is ever a data breach that the threat actor cannot mine legacy data.
1 vote
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