708 results found

1. Need ability to filter & export tickets by specific number

   I Like this software, but my goal here was to find a helpdesk that can export individual tickets by their id number.
   SOX & JSOX auditors request these tickets by number, and want to see the whole thread. Any way to export would be great, .html, .pdf, or just email the ticket would work also.

   18 votes

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   1 comment  ·  Tickets  ·  Delete…  ·  Admin →
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2. BUG - Ticket disapear when the contact affected is suppress

   BUG - Ticket disapear when the contact affected is suppress

   1 vote

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3. Allow CC and BCC on all ticket replies, whether using desktop or mobile app
   10 votes

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   2 comments  ·  Tickets  ·  Delete…  ·  Admin →
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4. Send report to Tech every morning with list of open tickets

   Have a morning report being sent via email to technicians with a list of all the open ticket assigned to them that have not yet been closed.
   Example: Tech A has 3 open tickets from previous day, a report is sent to the tech with the ticket numbers and reminding the tech that those tickets need to be addressed.

   7 votes

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5. Ticket Checklist

   The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.

   317 votes

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   22 comments  ·  Tickets  ·  Delete…  ·  Admin →
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   Under Review  ·  Gil Givoni responded

   Hi,

   We wanted to let you know that your idea is currently under review by our product team. We are evaluating its alignment with our product roadmap and its potential benefits to our users.

   We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.

   Best regards,

   The Atera Team

6. Change product family fields required

   It would be interesting to change the required fields in the Custom Files>Product family section.
   It doesn't make much sense to force you to add Child values to a category.
   What would be mandatory is to create the category value and then it would be optional to add child values. Not every time you create a value you want it to have subcategories.

   7 votes

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7. Ticket Lock

   This is essential in preventing double responses on tickets.

   Ticket locking feature. Once a tech is on a ticket, all actions within the ticket would be locked for subsequent techs that visit.

   That is, as long as the original tech is on the ticket or after a set amount of time while the original tech is on.

   For example, Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 leaves the ticket. Tech 2 can now edit/respond to the ticket.
   OR
   Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 goes AFK while on the ticket. After 5 minutes, Tech 2 can now edit/respond.

   This is essential in preventing double responses on tickets.

   Ticket locking feature. Once a tech is on a ticket, all actions within the ticket would be locked for subsequent techs that visit.

   That is, as long as the original tech is on the ticket or after a set amount of time while the original tech is on.

   For example, Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 leaves the ticket. Tech 2 can now edit/respond to the ticket.
   OR
   Tech 1 views the ticket. Tech 2 views the ticket and it is… more

   34 votes

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8. Ticket pane

   Multiple ticket filters on one screen. Be able to assign an order to filters and if there are any tickets matching the filter they are displayed on screen in order of the filter preference then by the filter rules within that pane.
   This will create a better work flow, allowing unassigned tickets to appear at the top of the list , open tickets secondary and pending after, or any other layout that suits.

   5 votes

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9. Assign contact from Ticket Title

   Ability to change the contact with an automation rule.

   Example:
   We get tickets from our mailbox via a mail. A ticket is created and the phonenumber is in the title. I want to create a automation rule which checks this phonenumber and if this number is added to a contact i want to assign this ticket to the contact.

   7 votes

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10. Ticket Adjustments and Scheduling

    We need to be able to manually adjust tickets (times / dates, etc) and also be able to SCHEDULE tickets too (which should include reminder alerts, etc)

    5 votes

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11. Advanced Search for Particular Customers for Tickets

    Have an advanced search feature where you can search a particular customer for tickets

    8 votes

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12. New Ticket to Open in a New Tab

    When you make a new ticket allow the ticket to open in a new tab straight away so you don't have to then search for it have an advanced search feature where you can search a particular customer for tickets

    3 votes

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13. Add info about time in tickets

    Could you please add the full date/time of the ticket (created/modified) on ticket's listing and on ticket detailed view ?

    2 votes

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14. Exporting All Tickets

    I would like to be able to export ALL tickets into a spreadsheet that I can then manipulate.

    12 votes

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15. search feature ticket

    Search multiple tickets with the same subject heading for merging into one ticket.

    4 votes

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16. Be able to filter out customers

    We've got a customer who is dealt with by a specific technician who also like to spam tickets and it'd be really useful for the other technicians to be able to easily filter out said customer.

    5 votes

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17. Ticket can be assigned to a technician only.

    A ticket can only be assigned to a technician.
    In big companies, IT departments have many workers and sometimes a ticket must be reviewed by more than one technician.

    4 votes

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18. be able to change font size

    when replying to ticket you are unable to change the font size so when you are pasting things from other websites into your reply the font sizing for the whole email is off

    10 votes

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19. Status Button

    Can we have a button to change a ticket's status without having to open the ticket? Would be an awesome time-saver

    4 votes

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20. Set a default font when replying to tickets

    I would like the option to set a default font instead of the default option being Source Sans Pro font

    9 votes

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