730 results found
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Ticket queues / Technician groups
Hello Atera Community,
I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.
Why Ticket Queues?
Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.
Assigning Tickets to Queues
Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we…
46 votesHey all,
After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues
The new module allows:
- Creating technician groups for better team organization
- Assigning tickets to groups for efficient workflow
- Filtering and creating custom ticket queues to manage priorities in the tickets list
- New ticket automation rules improvement with new triggers, conditions, and actions
Some use cases for this new feature are:
- Auto-assigning tickets to queues based on conditions
- Notifying admins on escalations
- Round-robin ticket distribution between group members
We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!
Yakov
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No signature on internal notes
Please allow disabling personal signatures on internal notes.
43 votes -
Display entire ticket conversation in email template
I can only display the last comment made by the customer in an automated email ticket. The issue is that there is no context for the user's response without visiting the Atera portal. A helpful feature would be to allow the entire ticket conversation to be displayed in an automated email template when the user updates a ticket.
43 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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merging tickets
When the Merge ticket box comes up instead of having to know the ticket number or title can a list of open tickets be displayed in the drop-down list
38 votes -
Automation based on technician reply
Currently, you cannot create any ticket automations for when an engineer replies to a ticket.
I.e set status to pending when engineer replies to ticket.
37 votesNice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Approval process workflows
A major feature for any helpdesk is the ability to create workflows for ticket requests or changes. This can be automatic, so if this is requested, please email this user in contacts for approval, or the approver can be manually selected on the ticket/request ie software install, file share access or new equipment. IT facilitates and implements company/business decisions. Having an approval process would go a long way in helping a company meet ITIL framework requirements.
35 votesHey all,
We're considering the development of this feature in the coming months and would love to hear how you'd like to see workflows implemented in Atera.
If you'd like to discuss your needs, please schedule some time for a call here:
https://yakov-atera.youcanbook.me/
All the best,
Yakov
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Custom Ticket Activity Status
Recently Atera has added the ability to create custom ticket status, and also change the Ticket Activity Status manually. However I would like to create our own custom ticket activity status' beyond the "Read" "unread" "Awaiting customer response" "Awaiting Technician Response".
Personally I find the coloured labels much easier to identify what the status of a ticket is, so being able to add Activity status' like "Pending Third Party" or "Booked in" will make it much easier to see what tickets I don't need to look at with a quick glance.
34 votes -
Ability to CC someone when you create a ticket
I would love to be able to add a CC on the new ticket page. I have to create a ticket , open it, have to respond to the ticket and add all the CC people 2 step process. If i could just throw a CC field just on a new ticket creation, that'd be helpful.
32 votes -
A feature that I would like to request is an add in for outlook to create a ticket straight from the emails itself.
Have a add in tab in outlook to create a ticket and assign a ticket straight from outlook itself. Instead of having to assign the ticket in Atera.
31 votes -
Mileage tracking
Ability to track mileage within the ticket system. This would allow tracking a technicians mileage and charge the customer with ease. All techs use a ticket to support so this would be awesome. Other systems have this feature.
31 votes -
Ticket Lock
This is essential in preventing double responses on tickets.
Ticket locking feature. Once a tech is on a ticket, all actions within the ticket would be locked for subsequent techs that visit.
That is, as long as the original tech is on the ticket or after a set amount of time while the original tech is on.
For example, Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 leaves the ticket. Tech 2 can now edit/respond to the ticket.
OR
Tech 1 views the ticket. Tech 2 views the ticket and it is…31 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Alert Tickets
When a ticket is created for an alert the following features would be amazing.
Self-heal - If the threshold returns to normal the ticket auto closes.
Quick Connect - On an alert ticket having a shortcut to the affected device with the ability to click the shortcut and go straight to the machine.
31 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Ticket Search - Search within tickets to find previously solved issues
It Would be great to have a option to search within tickets.
Problems and applied solutions are described within tickets.
It would be great to have a way to search in this treasury box to find solutions.Search should be a free search on words as: Internet - Printer - Outlook - firewall - RDS etc etc. The Search should ideally search within ticket title, conversation and timesheets.
I know the feature exists in Autotask and it was a feature we used a lot! We like Atera better but we really miss this option.
Tickets are holding a treasury of…29 votes -
Ability to assign ticket to customer, not contact
I want to be able to assign a ticket to a customer without choosing a contact.
28 votes -
Ticket Automation Rules - Ticket Internal Note Created for Email Notifications
Currently the condition Ticket Contact Responded is available which then can be used for email notifications.
Need to add this condition in the rules - Ticket Internal Note Created/Responded then have the option to add action Send an Email to Technician for email notifications
27 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Tickets reordering
It would be AWESOME if we could manually reorder tickets (a sort of custom order) by dragging them up and down the list. And/or pin tickets to the top of the list.
Basically, a way to customize the ticket list in order to organize priorities when starting our day. Because sometimes you don't want to start changing priorities for tickets. Sometimes you decide you will address minor requests while working on major problems at the same time.
So in the morning, you move (or pin to the top) the tickets you plan you'll be able to work on that day...
25 votes -
Ticket Type - Tasks
Ability to assign Tasks to tickets. Most other ticketing systems do this. Ticket cannot be closed unless the task is completed (or reason entered).
For example, Backup Failed could come with a simple task that MUST be completed before the ticket can be closed... 'Successful Backup Performed'
Above is the simplest form but for a new PC installation we could add several tasks to ensure the Agent remembers to everything and bring uniformity and transparency to the customers experience with certain tasks.
25 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Allow AND and OR conditions
Allow conditions like AND and OR in conditions field in ticket automation. For example, the ability to be able to send email to technician only if the ticket is signed by someone else. If the ticket is assigned by technician himself, the email should not be sent to him.
23 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Add 'last technician note' as a snippet for email templates
Add a snippet so we can make the last technician note or last reply from technician appear on the ticket resolved email.
This is useful to put all the information in one place and allows us to send resolution details to a primary contact via email if needed.
23 votes -
Integration with MS Teams
It would be nice if we could setup an MS Teams channel that was dedicated to opening/responding to tickets.
22 votes
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