782 results found
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Quick replies per Customer
I would like to have quick replies per customer and one category that all can see.
When a ticket arrives we would like to only see the general quick reply’s for all customers and all the specific reply’s I made for that customer.
1 vote -
email pickup
Email Ticket Creation
It would be nice to configure what emails create an actual response versus every email that's forwarded to get a ticket response. For example, I have a number of products that send backup logs or status logs for monitoring and tracking but I don't need the Atera client to send an email response back as this only creates a loop of emails being created as the email address responding isn't deliverable.
4 votes -
Import tickets from Kaseya BMS
For MSPs that are moving away from existing RMM platforms to Atera, it would be great to have a more robust migration path. I'm putting this idea in the ticket area and specifically to be able to import historical tickets from Kaseya BMS into Atera, but I could see this being valuable to other MSPs coming from other platforms, and not just ticketing data.
2 votes -
An alert in the ticket if someone in the chain removes CC in users
If we have a ticket with 10 people CC, It would be externally helpful if when someone in that chain replays without CC in everyone that an icon appears on the replay or if the replay is a different colour
1 vote -
Revised Merge Function
When merging tickets, you should be able to highlight all tickets to merge, and then select which of the selected tickets to merge the others in.
Currently you have to be aware of a ticket title or number to merge into, and you need to ensure you DO NOT select the merge destination - this is counter-intuitive and makes it harder than it needs to be to merge.
11 votes -
Schedule Existing tickets to switch from Pending to Open
We would like the ability to take an existing ticket and change it from open to pending and then schedule when it would switch back from pending to open on a specific date.
7 votes -
Set Scheduled Ticket Start Date
Creating a scheduled ticket is great, but there doesn't seem to be a way to set the scheduled ticket's start date. For example, I want to create a ticket to pop up every Quarter. I can set the recurrence to Monthly and set it to every 3 months, but it creates the initial ticket when it wants to, not when I want it to. This also becomes a problem when you have to edit the scheduled ticket - it resets the next ticket creation date, again to what it wants, not what I want.
4 votes -
When a technician creates a ticket for the customer, GUI reflect the creator and not show the ticket is "from" the customer
When a technician creates a ticket for the customer, in the ticket view or when in the customer tab, under tickets-- any newly created tickets by the technician currently show in the GUI that the ticket was created by or "from" the customer which is inaccurate. Often we may see an issue on a network and open a ticket on the customer's behalf. The customer gets notified by email that "we" the technicians have been notified of the ticket/issue they submitted, however, they never submitted anything and have no idea why they are getting a notification. Incoming technicians for the…
2 votes -
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 -
BUG - Ticket disapear when the contact affected is suppress
BUG - Ticket disapear when the contact affected is suppress
1 vote -
Print a Ticket
Clients have asked me for copies the the ticket's in a pdf form. There is no nice way to print a ticket, and the time entry notes.
124 votes -
10 votes
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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 -
Ticket Checklist
The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.
299 votes -
"Warning" when resolving a ticket without adding time entry
When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"
136 votes -
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.6 votes -
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…34 votes -
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 -
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 -
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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