708 results found

1. Ticket documentation // automatic knowledgebase

   Current setup:
   A user can raise a ticket which will be handled by the supporter.
   When the problem is solved then the ticket will be closed.
   The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

   Problem:
   Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
   At some point in time you think about creating a knowledgebase article about it so the user can find it.
   Knowledgebase article do have a quite high level of information as this is what customer expect and these are often generic.
   Then you have to think of if the knowledgebase article is visible just for a single customer or for all of them.
   Additional to that you have to make sure to hide e.g. personal data to not go into conflict with GDPR.

   Improvement:
   It would be nice to give the support the chance to document a ticket when closing it.
   Mandatory fields to fill out are the following:
   - Problem description
   - Solution
   It would be nice if additional fields can be added like:
   - symptoms
   - affected component
   - keywords
   - ...
   These additional fields should be configurable to either be mandatory or optional when documenting a ticket.

   When the supporter closes a ticket then he does have the following choice:
   - no documentation
   - documentation (only visible for supporter and not for customer)
   - documentation (only visible for customer company)
   - documentation (visible to all customer)

   Within the knowledgebase there should be a note that the article is being created from a ticket.

   Benefit:
   - the documentation is visible with each closed ticket. If you have to read an old ticket then you just have to read the documentation and not all comments.
   - the documentation (problem description + solution + additional fields) can be made visible and searchable for the same company or all customer. This can reduce the ticket load.
   - just by working on normal tickets the knowledgebase will increase over time automatically so the IT admin and the customer do benefit from it
   - best would be if the knowledgebase will be searched automatically when a customer tries to create a new ticket (e.g. when typing the subject)

   Current setup:
   A user can raise a ticket which will be handled by the supporter.
   When the problem is solved then the ticket will be closed.
   The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

   Problem:
   Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
   At some point in time you think about creating a knowledgebase article about it so the user can find it.
   Knowledgebase article do have a… more

   3 votes

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2. calendar event

   Every time you schedule a calendar event within a ticket, it already shows up on the right side of your screen, but it would be really helpful to have Atera also do an automated "internal note" that lists these calendar details as well (date and time added to external calendar, etc).

   This way, employees can see the history of when this ticket was added to a calendar(s).

   3 votes

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3. ticketing

   Have a link where non-technicians are able to submit tickets to the ticketing system on the behalf of clients. For example, a receptionist answering the phone and being able to submit the details to the ticketing system for a technician to pick up.

   3 votes

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4. keyboard shortcut

   CTRL+ENTER to send response on the ticket
   + other keyboard shortcuts to navigate faster within the system

   3 votes

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5. helpdesk agent improvement

   Ability to add custom drop down options for the status of tickets. This will allow to use Atera as project management tool as well.

   3 votes

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6. Add ability to delete tickets through ticket automation

   Add the feature to delete certain tickets through ticket automation based on certain automation rules.

   3 votes

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7. ticket improvement

   Split ticket in activities. every activities should have a different contract. like on site and remote support have different price but ticket is the same.
   Then after ticket is closed contract nedd to be unchangeble.

   3 votes

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8. Remove all tags from existing tickets

   Remove a tag in bulk from all tickets, instead of one at a time

   3 votes

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9. report

   zoom into the ticket detail from the report

   3 votes

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10. My Tickets view

    It would be nice to have the ability.. or if it came out of the box, to have a view in tickets called My tickets so that technicians can see a list of all the tickets they are assigned to...instead of creating a view for each tech.

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11. Auto Tag to affect SLA

    Auto tag to automatically affect the SLA and it can not be set in admin, also that it will affect the impact

    3 votes

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12. Dashboard

    A dashboard that ACTUALLY WORKS and reflects ticket numbers, and have ticket status' update properly so that closed tickets that get replied to ACTUALLY REOPEN A TICKET.

    3 votes

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13. Ticket Field Job

    Ticket/Field Sanction - We're looking for tools that would assist us with reallocating tickets to Field Jobs (Jobs that needs to be done on-site), with an easy access timer to keep track of time spent on-site. If there's an easy feature in Atera that could assist us with reallocating tickets to Field jobs, that'd be awesome.

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14. ticket

    It would be fine, if a ticket will be created automatically, when I connect to a device via Splashtop

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15. Share a ticket by email (full conversation and attachments)

    It sometimes happens, even often that I am forced to share the exchanges and attachments about a ticket with a software publisher. I often explain in my tickets everything that has been done to isolate the problem and allow the editor to reproduce the problem when it is indeed a bug. To have a button which will allow in one click to create an email with in subject "the number and the title of the ticket" in the body "the various exchanges as well as the attachments will allow me to be more efficient.

    3 votes

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16. john@nsmit.biz

    When creating a ticket, you have the initial contact, but like when you do a reply, it would be handy to have a field to add additional contacts into the ticket at the creation stage

    3 votes

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17. remove or edit default customization

    Being able to remove or edit default customization on tickets, customers, and contacts.

    Such as where organizations have certain policies in place and tickets created need to meet these policies.

    3 votes

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18. draft

    Setting a "Save as Draft" option in tickets would be valuable for documenting a long process.

    3 votes

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19. Unmerge Tickets

    Being able to un-merge tickets.

    3 votes

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20. New Ticket to Open in a New Tab

    When you make a new ticket allow the ticket to open in a new tab straight away so you don't have to then search for it have an advanced search feature where you can search a particular customer for tickets

    3 votes

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