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730 results found

  1. Would like the ability to edit the SLA section and provide my own Impacts instead of using the default ones.

    Also an ability to delete ones we are not going to use.

    16 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  2. A redesign on the ticket system in general to become much more customisable, similar to connectwise and freshdesk etc.

    A simple way to understand what is required would be to hold a tech talk / catchup with your customers or just check out what freshdesk are doing and look at replicating this process.

    6 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  3. Add automation rule to close a ticket. If you configure automation rules to open a ticket you should also be able to automate closing a ticket. An example being, if you have an availability monitor set up and the alert opens a new ticket but that alert gets resolved a few minutes later you should be able to automate closing the ticket as well.

    71 votes

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    2 comments  ·  Tickets  ·  Admin →
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  4. 7 votes

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    3 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  5. Create functionality that enables the removal of the default ticket fields (for instance Contract or Impact). Editing this field could be useful as well, as some fields are needed, but the entries aren't suited to the specific business.

    47 votes

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    4 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  6. When tickets are sent to Google calendar, if the customer name would be added either in place of or in addition to the Atera ticket number

    8 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  7. Customer just reported since we changed to atera, they can no longer view tickets which their staff have submitted. Would it be possible to have a manager view for a customer so they can view all tickets logged under their account?

    11 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  8. 8 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  9. Auto-assign tickets. When a tech replies to a ticket, they should be assigned the ticket by default. We shouldn't need to manually assign tickets or use round robin ticket set up.

    60 votes

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    13 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  10. Ability to have multiple signatures based on clients.

    7 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  11. Add a calendar for tickets so the Dispatcher will assign the tickets to the available Technician. Also the tickets should be in colors according to the importance of the ticket

    20 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  12. creation of tickets for devices/activities not associated to a contact.

    performing routine maintenance on servers (that don't have a contact, our own internal servers) like patch application, log file clearing.

    or allow a contact to have multiple devices, so they are informed of tickets being opened for main.

    I think this would then allow for a report to be run against the device to view all activities performed on the device, for ISO audits etc.

    I may be an edge case as I use Atera to manage multiple Data-centres and not desktops of individuals.

    7 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  13. 5 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  14. 5 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  15. Currently, you cannot create any ticket automations for when an engineer replies to a ticket.

    I.e set status to pending when engineer replies to ticket.

    37 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  16. Ability to easily track incidents for customers.

    I.e Contoso has a limit of 5 tickets per month.

    Upon the 6th ticket logged, a pop up comes up when an engineer accesses the newly created ticket, advising them the customer has exceeded the monthly incident allowance.

    9 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  17. I would like a snippet for the email body when a user submits a ticket via email. It would allow me to add it to an email template so I can see what the details of the ticket are.

    9 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  18. When a signature is required to authorize a requested action I would like to add a signature box to an email and send it through to the customer for their action.
    this would cover us when sensitive work has been requested

    12 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  19. When you copy / paste text into the composition box is a different colour but it's so subtle you cannot tell if you have pasted as text (no change in colour) or paste as normal and then you end up with a different background colour which cannot be noticed when composing the email but is noticeable when the customer receives the message.

    7 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  20. We often will modify a ticket priority or type in basic triage, but in doing so, it messes with the order or tickets if sorted by last modified date. It would be great if tickets could be sorted by last comment date so we can review tickets that don't have responses on them quickly.

    17 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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