781 results found
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Tickets on Google Calendar formatting
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 -
Customer ticket overview
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 -
8 votes
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Auto-assign tickets with initial reply
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.
64 votes -
additonal signatures
Ability to have multiple signatures based on clients.
7 votes -
Help Desk Ticket Calendar
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
22 votes -
creation of tickets for devices/activities not associated to a contact
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.
8 votes -
5 votes
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Automation based on technician reply
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.
39 votes -
More Snippets
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 -
Add sign customer box to ticket Email
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 requested12 votes -
Please change the behaviour of copied text.
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 -
Sorting Tickets by Last Response
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.
20 votes -
Replying to a ticket with status update.
When replying to ticket please add option to select the status and update the ticket, example: "send and set status to closed"
11 votes -
Change fonts in ticket
Possibility to change the fonts at creating the ticket
6 votes -
Project Ticket
Project Ticket - separate Tab like Scheduled Tickets.
This ticket should not be excluded from SLA counting243 votes -
Timed customer visits
We would like an option for when one of our technicians are on-site they can select the customer they are visiting and have a timer for how long they are on-site. At the moment we have to create a ticket and manually add a timed entry.
Ideally this could be done on the app.
4 votes -
Assign multiple technicians to a ticket
By a community member:
We need the ability to assign multiple technicians to a ticket. We have ceveral tickets that would consider projects requiring multiple technicians to coordinate assigned tickets.405 votes -
Create Ticket without Token
Create Ticket without Token by using Helpdesk Tool Shortcut in Taskbar
7 votes -
Survey
satisfaction survey in french
10 votes
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