73 results found
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More Snippets
I would like a snippet for the email body when a user submits a ticket via email. It would allow me to add it to an email template so I can see what the details of the ticket are.
8 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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create ticket with remote connect to customer computer
Having a ticket automatically created when a tech hits the Connect button to remotely login to a customer machine. There are times when a tech will connect to a computer to do or check something when there is not already a ticket created. Having a ticket automatically created or opened to fill in by the tech any time they connect would keep them from forgetting to track their time or documenting what they do. We are still using GoToAssist for remote support and at the end of each session a box pops up for the tech to fill in notes…
7 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 Origination Type
Currently there appear to be 3 ticket types.
- Email - If a customer emails in a ticket is generated. Denoted by envelope
- Alert - If a ticket is raised from an alerts (Server offline, disk space). Denoted by exclamation
- Phone - Every ticket manually created is assumed to be from a phone call. Denoted by a handset
We generate certain tickets from other alerts, either from 3rd party monitoring or just on-site/on-device observations. When logging these tickets it appears it came from a call but it did not.
The customer receives an email that THEIR issue has been logged but…
7 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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Schedule Existing tickets to switch from Pending to Open
We would like the ability to take an existing ticket and change it from open to pending and then schedule when it would switch back from pending to open on a specific date.
7 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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Send report to Tech every morning with list of open tickets
Have a morning report being sent via email to technicians with a list of all the open ticket assigned to them that have not yet been closed.
Example: Tech A has 3 open tickets from previous day, a report is sent to the tech with the ticket numbers and reminding the tech that those tickets need to be addressed.7 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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Legacy View
I appreicate the constant updates to the platform, but it would be really good to have the option to view the tickets in the 'legacy/old' layout. The location of the "Awaiting customer response"/"Awaiting Technician Reponse" etc was so much easier to see at a glance, also the filters were alot easier to access. The new layout just seems too spread out.
7 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 on Google Calendar formatting
When tickets are sent to Google calendar, if the customer name would be added either in place of or in addition to the Atera ticket number
7 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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7 votes
Nice! 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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additonal signatures
Ability to have multiple signatures based on clients.
7 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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creation of tickets for devices/activities not associated to a contact
creation of tickets for devices/activities not associated to a contact.
performing routine maintenance on servers (that don't have a contact, our own internal servers) like patch application, log file clearing.
or allow a contact to have multiple devices, so they are informed of tickets being opened for main.
I think this would then allow for a report to be run against the device to view all activities performed on the device, for ISO audits etc.
I may be an edge case as I use Atera to manage multiple Data-centres and not desktops of individuals.
7 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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Please change the behaviour of copied text.
When you copy / paste text into the composition box is a different colour but it's so subtle you cannot tell if you have pasted as text (no change in colour) or paste as normal and then you end up with a different background colour which cannot be noticed when composing the email but is noticeable when the customer receives the message.
7 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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Create Ticket without Token
Create Ticket without Token by using Helpdesk Tool Shortcut in Taskbar
7 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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Delay Sending of Response
Hi,
It would be helpful to have an option to delay the reply to a ticket. So that you can compose the reply but set it to send at time /date of your choosing. Similar to that Outlook's delayed send.
Thanks
6 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! -
Having multiple phone numbers in the ticket systems
There are three fields where we can add phone numbers to client info.
But in the requester info we can only find 1 field.
It is more efficient if we have all fields with the requester info.
If we don't have it, I always have to go back to client info to find out the data.
Please fill in all phone fields in the requester info6 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! -
Technicians History
It woud be helpful to track Technicians assigment history in Conversation List to know Technicians change and also who changed the Technician or is assigen automaticaly by Rule with Date and Time.
Sometinkg like this:For user change:
On 07.10.2021 at 14.35 Technician1 assigned the ticket to Technician5For auto assign:
On 07.10.2021 at 14.35 System assigned the ticket to Technician5
or
On 07.10.2021 at 14.35 Technician5 is assigned by rule Rule1
or
On 07.10.2021 at 14.35 Technician5 is automatically assigned6 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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Change product family fields required
It would be interesting to change the required fields in the Custom Files>Product family section.
It doesn't make much sense to force you to add Child values to a category.
What would be mandatory is to create the category value and then it would be optional to add child values. Not every time you create a value you want it to have subcategories.6 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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PSA redesign
A redesign on the ticket system in general to become much more customisable, similar to connectwise and freshdesk etc.
A simple way to understand what is required would be to hold a tech talk / catchup with your customers or just check out what freshdesk are doing and look at replicating this process.
6 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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6 votes
Nice! 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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Change fonts in ticket
Possibility to change the fonts at creating the ticket
6 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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Schedule a single script at the device level or in tickets
Scheduling a script run right at the device (or even inside a ticket where you could pick the device!) would be ideal, with users in meetings frequently we could schedule patch removals or other items requiring a reboot for post meeting or known free/available time - it would be ideal as well to get an automated ticket update saying it had run and completed or failed
5 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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