689 results found
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Work order creation
It would be very convenient if we can create a work order from a ticket. It happens all too often that a ticket can not be solved remotely, it would be nice if a work order that can be signed by the customer can be created and e-mailed to backoffice and the customer. We now have to use seperate softwares for this.
1 vote -
Ability to have a quick reply template automatically selected
The Ability to have a quick reply template automatically selected when replying to a ticket, so that a template does not have to be selected every time.
In addition, please make it so that when a template is selected, it is put underneath any response that has already been typed out. Currently anything already in the reply box is put under the signature from the template.
1 vote -
attach tickets to sites
I need to be able to attach tickets to sites instead of users. for example I have a user that is an area manager and belongs to multiple stores/sites. if he or she is setup in one site and emails about an issue at another site it throws off the ticket tracking
1 vote -
ticket history by computer
display the agent's last 10 tickets
3 votes -
Knowledge
Need WYSWIG Knowledgebase creation with images. Plain text is too basic.
9 votes -
Add Customer Ratings Details to New UI
The old UI allowed you to see full customer ratings details (stars/category, comments, etc.) in the Ticket. With the new UI you can no longer see those details. Please add this functionality to the new UI.
1 vote -
Add color options for custom statuses so they don't blend in with other statuses.
Custom statuses that act as pending, blend in with pending status tickets. Adding a color option for custom statuses would help differentiate from pending.
8 votes -
Product Qty on Hand and Serial numbers
For products and services add a few more fields to product settings:
a) Qty on hand
b) Serial numbers
This way if a tech creates a ticket and adds outgoing hardware like a laptop they can choose the model from the product list and choose which serial they are pulling from inventory. If there isn't enough qty they wont be able to add the product. Admin can replenish the qty on hand as they order product.2 votes -
Modify Ticket Naming Convention
When linking a calendar entry, [Atera #(Ticket Number)] needs to be in the calendar entry to link it to the ticket. This disrupts the whitelisting ability because we cannot invite customers to the calendar entry without them seeing "Atera" in the title. Please give us the ability to change the Ticket Name Convention to be what we want it to be.
1 vote -
Auto-Capture of Scheduled Activities as Time Entries in Tickets
I propose a key enhancement: automatically capturing scheduled activities, such as on-site client installations or Teams-room setups, as time entries in tickets. This functionality is essential to ensure that the time allocated for these planned activities is directly reflected in the ticket's time tracking.
The current lack of automatic synchronization between our calendar scheduling and ticket time entries represents a significant inefficiency in our process. Implementing this feature would greatly enhance accuracy in our time management and billing practices.
1 vote -
Umleitung zu anderem Ticketsystem
Umleitung/Weiterleitung des "Create Ticket"-Button im Helpdesk-Agent zum Standard E-Mail Client. Dort soll die E-Mail-Adresse zum Ticketsystem automatisch eingetragen werden.
2 votes -
Email Forwarding from Tickets Without Altering Content or Requester
I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.
The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.
2 votes -
Mandatory Time Entry via Automation Rule or Settings Checkbox
I propose implementing a feature to ensure technicians log time on tickets before marking them as 'Resolved' or 'Closed'. This can be achieved through:
An automation rule prompts for time entry upon status change.
Adding a checkbox in the general settings or for each contract to enforce this requirement.
2 votes -
solution
A solution field should also be added to the ticket system. So that the customer can keep track of the work progress. I only see the description for the customer.
2 votes -
Helpdesk gamification
Gamify the IT Helpdesk (tickets) to make it more fun for technicians. Earn badges, compete against fellow techs or support teams for the glory!
2 votes -
Ticket Status Colours
I would really love other colors when you add a new Ticket Status.
As of right now, it's only possible to select Open, Pending, Resolved and Closed. Which grants either blue, orange, green, red or gray colors. Would love to have something like purple to make it stand out and look similar to other categories.2 votes -
Additional Ticket Status Behavior Options
Being able to add your own ticket status behavior options or the ability to change the color of the statuses that are created. Color coding makes it easier to determine what is a priority or needs to be checked on.
2 votes -
Allow the ability to display more than 20 tickets at a time and forego the endless scroll!
My group has a ticket spam filter in place that has well over 8000 tickets built up. It would be great if a simple "view all" or ticket display range that goes beyond 20 were created. This way I don't need to lock up my browser endlessly scrolling or deal with the delay between deleting 20 tickets at a time. This is a simple and efficient change that would greatly help out those with large amounts of tickets for services that need to be logged, but ultimately will be deleted.
11 votes -
Ability to attach SNMP devices to tickets
We should be able to directly track work via tickets on SNMP devices.
We should be able to attach an SNMP device to a ticket like we can agents.For example, you need to upgrade a Firewall's firmware. you should be able to track that in a ticket and attach the device to said ticket.
2 votes -
Ticket time blocks
Add a feature/option where we can set a mandatory minimum amount for something like on-site support. For example, set it to where each ticket gets billed at one hour minimum, then at 15-minute increments thereafter. Quite a few MSP's, and other small shops have a mandatory minimum of an hour per ticket in their contracts, even if it takes them 20 minutes to fix an issue. That way, they can have more standardized billing practices.
1 vote
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