729 results found
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Merging Tickets with the check boxes on the left hand side
Would it be possible to merge multiple tickets by using the check boxes on the left hand side of the screen and then clicking merge at the top.
2 votes -
Save Public Reply Without Emailing
It would be nice to have an option to save a "Public reply" to a ticket without initiating an email to the contact, this way the notes are visible to the Client contact in the customer portal but we don't have to necessary spam the contact with technical notes via email.
14 votes -
Dynamic Recurring Scheduled Ticket Titles
For recurring scheduled tickets, it would be nice to have the ability to insert variables into the title.
i.e. For a monthly on-site ticket we'd like it to automatically use the month and the year in the title "Monthly On-Site January, 2025" by using a variable such as "Monthly On-Site {Month}, {YEAR}" (obviously I made up the variable name/format, this is just an example of how I'd imagine it will work).
Other helpful variables might be:
Week Number
Current Date
Current Time
Current Date +/- #Days
Current Time +/- #Hours:minutes.seconds
Scheduled ticket recurrence count (i.e. Tech Review #22 would be…1 vote -
Expand on SLAs to be in ITIL Compliance
SLAs need to be dependent upon Ticket Type and Ticket Priority so companies can be in compliance with ITIL.
3 votes -
create calender invite for clients for scheduled support
An ability to create a calendar invite and send the invite from the synced calendar to a client as an example of of when to remotely support, call back or be onsite as an example, so they wont forget (meeting Invite)
1 vote -
Multiple Service Portals
Having the ability to add multiple domain name URL's for the Ticketing Service Portal.
We have some companies within our group that like to keep things branded with their own logos, but currently we can only use one logo and colour under White Label for the Service Portal, Company Icon and Reports2 votes -
Subject: System Issue – User Creation and Search Problem
I’m experiencing an issue where, despite entering all required details to create a user, the system fails to find the user when searching by email or other identifiers. I receive a message that the user already exists, but when I search for the user, I can’t find them. Additionally, there is no simple and convenient way to add the user, only a complicated method that I tend to forget, which is very tiring. This ongoing problem The system needs to be more reliable and user-friendly to improve productivity.
2 votes -
planner
I would appriciate a lot to have the possibility to organize my tickets in kanban mode, as I could do it in Microsoft Planner. I could drag-drop tickets in columns : backlog, planned, in progress, ended ...
Actually i use categories but it's not as good as Planner.
Thanks for your attention.4 votes -
opening a ticket on a user's behalf shows technician's comment as the users
If I open a ticket on behalf of a user, the public comments entered on the initial ticket form will show as being posted by the user rather than the technician who opened the ticket.
1 vote -
Internal Tickets
Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?
We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.
We would like them NOT to email any info to the client about these internal-only tickets.
We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.
We…
1 vote -
Ticket automation condition for self\signed in technician.
The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard…
1 vote -
Attach an Agent to manual ticket
When creating a ticket manually, no agent can be assigned
This would be relevant for back-office ticket creating -> Technicians
1 vote -
Assign requestor based on reply-to email not sender
When using using tools like wufoo or jotform the email incoming is from no-reply@jotform.com (sender email). That creates the tickets and assigns the ticket to the user no-reply@jotform.com. Jotform/wufoo have the capability to use an email collected in their form to add as the "reply-to email". I use this currently with zendesk from both wufoo/jotform so the tickets are assigned to the correct requestor.
Please add that as an option for inbound email tickets or the ability to run a ticket automation to update the requester based on this attribute.
1 vote -
Closing Ticket
I have a question. Some of our users have noticed that when we close a ticket, it creates another email. Is it possible that when we close the ticket, it keeps the original email from the first creation?"
1 vote -
Drag and Drop Ticket Attachment
Drag and drop attachments on new ticket web form
4 votes -
Mails to ticket should not be automatically sent to customer
if you work with sub-support (providers, ...) and you want to documentat an eamail in the ticket (send it from your mail-account to the ticket-number) the customer is getting this email from the ticketsystem forwardet... (public answer)....
this is very bad ... and should be possible to turn off
2 votes -
which technician is currently working on which call
Hi
We are interested in the option for the service call manager to be able to see which technician is currently working on which call.
Is there such a thing?1 vote -
Ability to schedule already open tickets
I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
It doesn't even need to be necessarily closed, just disappear…30 votes -
Daily Planner
A daily planner page where Management staff can assign certain tickets and tasks to technicians in a calendar style arrangement. Obviously staff could have access to their own planner too and could use it for their own scheduling also.
11 votes -
Export tickets to pdf
the objective would be to be able to export a summary of the intervention in PDF in order to keep a paper trail signed by the client
16 votes
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