782 results found
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Clone scheduled ticket
Being able to clone a scheduled ticket, or bulk create the same scheduled ticket to multiple customers at the same time would be very helpful.
As simple as having a 'Save' and 'Save as New' button when editing the scheduled ticket would be a really good start.
24 votes -
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.
24 votes -
email non delivery report
We have had several issues where clients do not receive ticket replies as Atera's mail server has blocked them. In this instance we need to be notified of the block from Atera's mail server and suggest this be implemented using a NDR or other notification back to a nominated email address.
23 votes -
Remove Admin from Auto assignment to ticket
Ability to remove the admin from being auto-assigned for tickets.
22 votes -
Ticket Rounding - 5 minutes | 10 minutes
Add 5 and 10 minutes option to Ticket Rounding Settings
21 votes -
Multiple contacts for a single ticket
needing to add multiple contacts for a single ticket rather than having to create separate ticket for each contact. when we have a ticket come in that affects multiple people, we like to avoid having duplicate tickets for the same exact issue which can cause multiple technicians to work on the same issue. old ticketing system had an option for "watch list" which allowed us to enter email addresses (internal or external) so they would all receive the updates from a single ticket. i am aware of the "cc" field but can be difficult to remember to add these email…
21 votes -
Help Desk Ticket Calendar
Add a calendar for tickets so the Dispatcher will assign the tickets to the available Technician. Also the tickets should be in colors according to the importance of the ticket
21 votes -
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.
20 votes -
Assign default values to form templates
Set default values of fields in the form template
20 votes -
Multiple Ticket Boards
The ability to create multiple or custom ticket boards. Examples like Alerts, Admin Work, Projects, Escalated.
With appropriate work flow rules as well
20 votes -
Option to assign multiple contacts to a ticket.
Option to assign multiple contacts to a ticket.
A single issue in a ticket can touch multiple users/contacts. When an ticket is scaled up from incident to problem. or when multiple people experience the same issue. I would like to be able to add more contacts to an issue.20 votes -
Change customer on a ticket
Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.
20 votes -
Ability to assign a device to a ticket regardless of contact
So recently we discovered that when you assign a device to a ticket, it assigns that same device to any ticket associated with the ticket contact. So let's say you have 4 tickets open for the same user, if you assign a device to one of those tickets, Atera assigns that same device to all of that user's tickets.
This is problematic for may of our clients because we have quite a few clients that utilize multiple systems whether it be they have a desktop and a laptop or sometimes it may be something like a multi-user device where the…
20 votes -
Sorting Tickets by Last Response
We often will modify a ticket priority or type in basic triage, but in doing so, it messes with the order or tickets if sorted by last modified date. It would be great if tickets could be sorted by last comment date so we can review tickets that don't have responses on them quickly.
19 votes -
second technician
It would be good to add a second technician to a ticket. That way 2 technicians can follow up on a ticket and get updates.
Then it's also possible for those 2 technicians to see that ticket in their filtered open tickets. So when 1 technician is on holiday, the 2nd technician can still follow up on the ticket without forgetting about it.18 votes -
Create Custom Tags
Being able to create our own custom tags for ticket automation would be very beneficial. Setting a tag using ticket automation rules is already possible, so this addition would be a huge improvement.
18 votes -
Need ability to filter & export tickets by specific number
I Like this software, but my goal here was to find a helpdesk that can export individual tickets by their id number.
SOX & JSOX auditors request these tickets by number, and want to see the whole thread. Any way to export would be great, .html, .pdf, or just email the ticket would work also.18 votes -
Create & Due Dates for Tickets
Add option to set a due date for a ticket.
Add Create Date and Due Date columns on the Tickets page
17 votes -
When opening a ticket from an agent, that agent should be automatically assigned to the ticket.
When creating a ticket from an agent, it does not set that agent in the ticket.
The agent is automatically set based on which contact is selected when creating the ticket. (I have just confirmed this is the case with support)There is also no Agent menu on the New Ticket page, so technicians need to open the ticket again after creating it to correctly set the agent.
Contact and Agent should be independent as often we need to clear changes (buying software, hardware upgrades, etc.) with some form of management -be it business owner or their finance department- before…
16 votes -
Impact
Would like the ability to edit the SLA section and provide my own Impacts instead of using the default ones.
Also an ability to delete ones we are not going to use.
16 votes
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