730 results found
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1 vote
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We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
2 votes -
action type to add comments
Able to automate to add comments to the ticket
1 vote -
Add ability to retroactively flag ticket notes as resolutions
Right now, we have the ability to flag a response as a resolution, and we have the ability to retroactively REMOVE a resolution flag, but we do not have the ability to retroactively ADD a resolution flag.
The problem is that we might not flag a response as a resolution if we're not sure that it will actually solve the issue. But if it does, then we have no way of marking it as the resolution retroactively.
It would be very nice to be able to flag a past ticket response as the resolution. It would be nice to even…
10 votes -
Option to prevent auto response loops
Okay need some sort of a rule or ability to prevent loops of auto response triggering 3rd party auto responses and generating infinite tickets until the ticket creation rule is disabled. Maybe something that prevents users or the same email from creating more then so many tickets a minute or hour or a definable amount of time.
3 votes -
Allow customisation of all areas of ticketing forms
For all mandatory ticketing fields in forms to become customisable
2 votes -
Merge tickets automatically if they include RE: or FW: and ticket contact is recipient or cc'd
When someone creates a ticket via email and cc's someone else, the other person usually replies back and we then have a second ticket created with RE: or FW: infront of the subject line, as the cc'd person did not receive the ticket created response with ticket # etc. there should be a way to have the system automatically detect this and merge it into the correct ticket
13 votes -
Deferring Tickets for Later
I appreciate the ability to schedule tickets when a tech creates them, but i'm also looking for the ability to defer tickets that come into the helpdesk by users if work is to be completed at a later date.
Example: A manager opens a ticket to have a staff member offboarded, or there's a change of staff a couple of weeks down the road. Currently we have to delete the ticket and create a new scheduled ticket manually, whereas this would be a lot easier if we can defer the ticket to a later date and remove it from view…
1 vote -
Lineup tickets / requestor advise
When a "requestor" adds a ticket in the system, it is quite very helpful to be advised by the number of already opened tickets in the system , so he/she will know how many cases the technicians have to deal with before start working to theirs.
1 vote -
Ability to edit Internal Note on ticket
I really wish we had the ability to edit an internal note. In the event of an error, it would be nice to be able to hit an edit button and change an internal note.
20 votes -
Make a larger selectable area around the check box
A lot of spurious tickets and alerts get created and are intermingled among legitimate tickets and alerts. Selecting all, although easy, is out of the question. While clicking through several tickets and alerts quickly, the check box is easily missed. The check box size itself is fine, but it would be nice if the hot spot around the check box were larger.
1 vote -
"Please Reply Above This Line" should be editable
We work mostly in French and for some of our clients it is very important to have all client-facing communications be in French. The automatically generated "Please Reply Above This Line" text should be editable or at least its language should be selectable.
4 votes -
Ticket Templates and The Service Portal
Hi Atera team,
After building out the platform for my company, I have come to notice that the service portal does not fully optimize the use ticket template feature.
As it stands now, when a user navigates to the service portal and creates a ticket, ALL custom fields that have the setting "User can Edit" are shown to the user. It will remain this way UNTIL a user selects a ticket template. Only after selecting a ticket template, the custom fields will filter down to what has been specified to be included in the template.
After doing some brainstorming with…
5 votes -
formatting code
Having the ability to paste code into a ticket reply or internal note would be immensely helpful. It would be nice to be able to paste code into my ticket notes and easily copy it for future use.
Could be implemented similarly to how Discord or Slack by surrounding the text with backticks
3 votes -
REASSIGNING CREATED TICKETS TO SCHEDULED TICKETS
AT THE MOMENT TICKETS ARE REGULAR OR SCHEDULED, THERE IS NO OPTION TO TURN A REGULAR TICKET INTO A SCHEDULED TICKET, THIS IS VERY INCONVENIENT, HAVING TO MANUALLY RECREATE.
We believe this feature could be a valuable addition for all Atera users, enhancing the overall efficiency of the ticketing system. Could you consider incorporating a ticket scheduling feature in your development roadmap?
8 votes -
Tickets, forwarding from an email - Option to make my comment Internal rather than Public.
We find it is much faster to create a ticket simply by sending an email to our helpdesk, then editing after it arrives. This not only ensures direct phone calls are in the ticketing system for visibility purposes, it also time-stamps the ticket for time-keeping purposes.
However, at times I would rather my comments were Internal notes. It would be nice to include a flag or tag that will create my note as "Internal" notes.
With our previous ticketing system we could use #INTERNAL and the notes would be added to the ticket as Internal notes.
1 vote -
Tickets NEW UI, keeping items at the top of the screen
When I am scrolled down several pages on a ticket, it would be nice to have the “Reply and Internal Note” feature still visible at the top of the ticket screen.
2 votes -
Tickets NEW UI, we can no longer open in-line images
Often times the in-line image is too small and we need to be able to zoom in.
With the old UI we used to be able to double click the image and it would open using our default image viewer.We can no longer do this in the new UI.
1 vote -
Ticket Message field, NEW UI
The message body of the NEW Ticket UI is missing original features.
In the old UI we are be able to use @Someone in the body of the email which highlighted when we were speaking to more than one person from a group of people that are already in the CC line.
We are no longer able to do this in the new UI.
Example ticket reply to a ticket with multiple names in the CC field:
Thanks Julie we will be sure to update you on our progress.
@Rodney Case - Please add this to our current checklist.
@Sam…1 vote -
Custom Ticket Fields - Hidden Indicator
There are plenty of tickets regarding the hidden field usage in the Customer Portal and it is being addressed.
Adding onto that, it would be nice to have an indicator on Custom Fields that show (at a glance) which fields are hidden or editable in the admin menu. Otherwise, to know which are which you need to go through the fields individually and/or on the portal itself. The fields already have an indicator for what format they're in (text, date, number, etc) so another indicator for hidden/editable would be greatly appreciated as it would save a bit of time when…
4 votes
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