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  1. 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.

    47 votes

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    2 comments  ·  Tickets  ·  Admin →
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  2. I would like to be able to start a "side conversation" on a ticket for when I need to communicate with a third party related to the issue at hand.

    44 votes

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    0 comments  ·  Tickets  ·  Admin →
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  3. I really wish we had the ability to edit an internal note. In the event of an error, it would be nice to be able to hit an edit button and change an internal note.

    42 votes

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    3 comments  ·  Tickets  ·  Admin →
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  4. 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.

    38 votes

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    6 comments  ·  Tickets  ·  Admin →
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  5. 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.

    38 votes

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    2 comments  ·  Tickets  ·  Admin →
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  6. 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.

    36 votes

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  7. 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.

    36 votes

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    3 comments  ·  Tickets  ·  Admin →
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  8. 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…

    34 votes

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    4 comments  ·  Tickets  ·  Admin →
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  9. When a ticket is created for an alert the following features would be amazing.

    1. Self-heal - If the threshold returns to normal the ticket auto closes.

    2. 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.

    33 votes

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    5 comments  ·  Tickets  ·  Admin →
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  10. 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.

    32 votes

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  11. 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.

    32 votes

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    1 comment  ·  Tickets  ·  Admin →
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  12. Ability to delete comments.

    If an external email has dropped inappropriate content into a ticket, we should be able to delete that ticket comment to remove the content.

    31 votes

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    2 comments  ·  Tickets  ·  Admin →
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  13. I want to be able to assign a ticket to a customer without choosing a contact.

    31 votes

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  14. 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…

    31 votes

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    4 comments  ·  Tickets  ·  Admin →
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  15. When someone creates a ticket via email and cc's someone else, the other person usually replies back and we then have a second ticket created with RE: or FW: infront of the subject line, as the cc'd person did not receive the ticket created response with ticket # etc. there should be a way to have the system automatically detect this and merge it into the correct ticket

    29 votes

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    1 comment  ·  Tickets  ·  Admin →
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  16. 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...

    29 votes

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    2 comments  ·  Tickets  ·  Admin →
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  17. I would like the ability to gather ticket information over a period of time (1 week, 1 month, etc.) and export the details of these tickets to an Excel spreadsheet. Every week I have to make a report about trouble tickets we are seeing in our organization. Being able to export that data to Excel would be helpful for this. As well as having the details of the tickets themselves, so we can better track common issues that are occuring and find a mass resolution fix instead of having to fix the issues one at a time as they come…

    28 votes

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  18. 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

    28 votes

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    6 comments  ·  Tickets  ·  Admin →
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  19. 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.

    27 votes

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  20. 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.

    26 votes

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    10 comments  ·  Tickets  ·  Admin →
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