758 results found
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Proper searching
Can we get a proper search, rather than the half-hearted one there is now.
example:
I know a worked on "mimecast archive" for a certain user a while backWhen I try
"mimecast archive" "melanie" not even the current ticket comes upmimecast And Melanie , finds Andrews...
I know I can list the user closed tickets, but the format of a web page, and having to load each scroll down means I can't even ctrl-f and search it like that.
Basically search as it is, is worthless for finding previous tickets.
Please put in a decent search1 vote -
Manually set the closed date of a ticket
Manually set the closed date of a ticket - Would like the ability to set a closed date in the previous months time period to make sure it is added to the monthly billing batch.
2 votes -
Calendar Integration for Scheduled Tickets
Scheduled Tickets don't seem to have the ability to add a calendar entry because the calendar integration appears to only work for live tickets - which is kind of annoying because something scheduled in the future is VERY useful to have in ones Calendar!
What would be INCREDIBLY useful to our business would be if we could do Scheduled tickets which we could create a calendar event for as part of the ticket scheduling, so we can see scheduled tickets in our Outlook Calendars rather than only on the scheduled ticket page - stops a situation where we double-book ourselves…
4 votes -
Maintain classic ticket interface
The new ticket interface is simply illegible and incomprehensible.
The following message has been added: "We appreciate your love for the classic ticket page, but it’s waving goodbye on June 26th".
The standard interface should be kept ad infinitum.1 vote -
Bulk Ticket Deletion
Being able to delete tickets in bulk, especially when there are thousands of tickets, to avoid the browser crash scrolling down
1 vote -
Ticket Template - Improvements
Proper Template based form -
a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I…
7 votes -
Tickets
In new UI the Ticket status and the Ticket reason are on different sides of the UI.
It will be more convenient if tit will be in same place3 votes -
Customize the title when creating the event via Atera
When schedule time in google or outlook, it would be helpful if I can cusotmize the title. for example, I want that the name of the customer will be added automaticly after the [Atera #TicketNumber]. It would be great if the details of the ticket or the customer address also will be transfered to the calendar event.
3 votes -
Highlight a ticket on ticket board
It would be neat to see a feature where one could "highlight" a ticket on the ticket board. Sort of a way to remind yourself or others about a ticket.
1 vote -
Change default ticket view
Allow to change the ticket view to open on the conversation tab instead of resolution
1 vote -
download images in comments via api
Download the images and screenshots from comments. The current API only allows us to see the text in each ticket's comments, whereas we have screenshots and additional info in images which are missing when we use the API.
1 vote -
Verify if a ticket is assigned and provide a popup if it has when trying to assign.
When assigning tickets do a check to verify whether the ticket has already been assigned to a technician and if so provide a pop up that shows who it is assigned to and ask whether to go ahead and reassign.
1 vote -
Activity Status Ticket Flow Rule
We need an option to create a Ticket Automation Rule based off the Activity Status and not just the ticket status. Case in point, we want a rule that will change a ticket's status to "Pending" whenever the ticket activity status is set to "Awaiting Requestors Response" so our SLA is paused.
2 votes -
email non delivery report
We have had several issues where clients do not receive ticket replies as Atera's mail server has blocked them. In this instance we need to be notified of the block from Atera's mail server and suggest this be implemented using a NDR or other notification back to a nominated email address.
22 votes -
Quick Reply Template Custom Variables
Please add a variable for the "Customer Main Contact".
This variable will be useful in quick replies where you would be advising someone to seek approval to proceed with things like Software or Hardware purchasing etc.. I was surprised that this was not already an option...
2 votes -
Internal Training Classification
We would like to add the ability to add a custom field under the Type, for training
1 vote -
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
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