697 results found

1. view emails from users even thought 'Ignore Emails From User' is selected

   We would like to be able to see what emails were sent from users who have the 'Ignore Emails From User' option selected even thought we don't want tickets created from that user/email address.

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2. Ticket description box in web app

   Can the ticket description box in the web app be enlarged like it was in the classic view? Can the description box also have an autosave feature? I have fat-fingered keys before and lost all of my input and then have to retype which is very inconvenient.

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3. Email Parser

   Is there a way we can get a better way of receiving tickets via email? I had to work with google several times because I found that several tickets that were being emailed in were not forwarding properly. I have a email parser set up with Kaseya BMS (we are moving away from that) and it has never missed a email. Majority of our clients send in tickets via email, and not using the portal. Most of them have been emailing us for years and do not want to change the way that they contact us.

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4. Ticket Priority based on email by importance

   Users who email in their IT tickets, it would be very helpful if the "importance" set in the email (low, high, etc) would change the ticket priority level to match.

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5. Ability to specify a custom ticket form/template on the URL

   It would be nice to have the ability to specify a custom ticket form/template on the URL.

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6. Tab order fix for Product Family

   I noticed the tab order for the child objects under Product Family requires you to tab past the Product Family to select a child object. This is very confusing for someone who uses a screen reader to navigate.

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7. ticket type

   I would like the ability to change the options for Ticket Type and Ticket Priority.

   5 votes

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8. Close a ticket from a technician emailing #closeticket

   When they reply to the ticket they can include a code to close the ticket off at the same time.

   2 votes

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9. Improve adding Manual Time Entries

   In the new UI, entering manual time entries is very laborious.

   Having to enter HH:MM:SS and then type AM or PM, twice (start and finish) multiple times per day is very annoying.

   It should be in 24-hour format. So we just enter, for example, 11.48 and 13.17, and that’s it. If we don’t enter seconds then these should default to 00 on seconds.

   217 votes

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10. Ticket Export

    Ticket conversation exporting option for legal/HR reasons.

    14 votes

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11. Forward tickets to non technicians.

    In the old Atera ticketing interface, we could forward a ticket to an email address. This is something we use when a user creates a ticket for a department (like accounting) and no one in accounting is a technician. Therefore, it would be nice to just forward the ticket in an email format.

    6 votes

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12. Selecting and Copying the Ticket Title Including the Ticket Number from the Header in a Ticket

    In the old interface, the ticket title including the ticket number could be easily selected and copied. In the new interface, this no longer works because the title becomes editable. This is a MAJOR ANNOYANCE as we now have to copy everything twice and then edit it for our ERP system. The time required has increased by a factor of 3-4.

    Please fix or address this bug/feature request.

    1 vote

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13. Bugfix: Links in the New Ticket Interface Do Not Open in a New Tab

    In the old interface, all links from a message opened in a new tab. However, in the new interface, these links open in the same tab. This is inconvenient because we have to use the browser's back function to return to the ticket, which takes time to load and is not user-friendly. 90% of our tickets contain links that we need to follow.

    Please fix or address this bug/feature request.

    2 votes

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14. 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 back

    When I try
    "mimecast archive" "melanie" not even the current ticket comes up

    mimecast 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 search

    1 vote

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15. 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

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16. 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 because someone forgot to go and manually make a matching calendar entry for a scheduled ticket.

    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… more

    8 votes

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17. 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

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18. 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

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19. Portal / Form Ticket Template - Improvements (consolidated)

    1. 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.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I can do most of the forms that I need without multiple selections. This would be SUPER helpful.

    3. Core fields flexibiltiy -
       Ability to remove some of the core ticket fields. They are not necessary and just clutter the ticket template. Product category, etc. They will also just confuse the end user.

    4. Default field value -
       Ability to set a default value for a field, date, Department, etc. That way you could have different variations of a single form that is pre-filled with a lot of the appropriate information

    5. Save prefilled templates -
       Ability to store a prefilled template per user so if they create a template they can reuse it. Maybe they could also go into the main store for sharing with others

    6. Click to move
       Click anywhere on the custom field to add it to the form. I hate having to click the tiny plus to move it over

    7. Show Fields
       Option to have fields show on new template, service portal or create ticket in admin portal. ALL of these options show up in the admin portal when creating a ticket. If i set them to mandatory for the template they also become mandatory for the admin portal ticket. Why would this be a good idea? It makes a huge mess.

    1. 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.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I… more

    39 votes

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20. 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 place

    3 votes

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