689 results found
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Customize Ticket Type
Customize ticket type
12 votes -
API: search tickets and time entries by date-range and customer-ID
Currently if we want to use the APIs to pull certain tickets or time entries for a particular client and/or a particular timeframe, we have to pull ALL THE TICKETS in our Atera account (which takes a long time, and generates a lot of traffic to Atera's servers).
Can you please add additional criterias to avoid all this extra traffic and make the API calls faster?
Time Entries and Tickets search:
* Before date-time
* After date-time
* Customer ID
* String in comments (all words, or any words).Thank you!
12 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.
12 votes -
Link Tickets
Link different tickets. No need to merge them but you want to have some problem under the same type of tickets. You can really see the impact of a certain issue.
12 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
12 votes -
Allow a custom field to show on the ticket list page
we have a custom field for showing pending status (such as parts on order, or needs scheduling, etc) It would be great to see this custom field in the main view without having to open the ticket.
12 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 sign customer box to ticket Email
When a signature is required to authorize a requested action I would like to add a signature box to an email and send it through to the customer for their action.
this would cover us when sensitive work has been requested12 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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Assign default values to form templates
Set default values of fields in the form template
11 votes -
Allow the ability to display more than 20 tickets at a time and forego the endless scroll!
My group has a ticket spam filter in place that has well over 8000 tickets built up. It would be great if a simple "view all" or ticket display range that goes beyond 20 were created. This way I don't need to lock up my browser endlessly scrolling or deal with the delay between deleting 20 tickets at a time. This is a simple and efficient change that would greatly help out those with large amounts of tickets for services that need to be logged, but ultimately will be deleted.
11 votes -
string modification on incoming email subject lines
Goal: To be able to strip RE: re: Re: rE: FW: fw: Fw: fW: and other common modifications of email subject lines from incoming emails. Overall want to increase the rate of which tickets automatically merge when end users reply.
Suggestion: Ticket automation rule to look for strings provided by technicians on incoming emails and remove them. Create helpful tools with the automation to prevent accidental removal of valid data. Such as clearing defining what "*RE:" does vs " RE: " vs " RE:" and etc etc.
11 votes -
Close Tickets - No notification
I use Atera for myself and I work for 4 different companies. I will work long hours and I can't close a ticket at midnight because it will trigger several alerts to an employee in the middle of the night. Would love to have the option to close a ticket without sending a notification to the employee.
11 votes -
Ability to set Technician status to away, vacation, or project so that they are not assigned tickets during this time.
Ability to set Technician status to away, vacation, or project so that they are not assigned tickets during this time.
11 votes -
Enable HTML Editor In the Quick Reply Templates
HTML Editor for Quick Reply Email Templates
Option to view the HTML Editor for Sumernote added to toolbar its only add 1 tag more in the codecodeview: toggle wysiwyg and html editing mode
https://summernote.org/deep-dive/Already Released for the Email Templates but no for the Quick Reply Templates.
11 votes -
Put a ticket in a Hold queue
Ability to put a ticket on hold, if e.g. you are waiting for spareparts.
When being put on hold, it should be removed from the ticket queue, and put into a Hold queue that resides on the dashboard.
When you get the spareparts, you should be able to change it to an open ticket and it fails back into the ticket queue.
11 votes -
colour ticket priority
please provide colour scheme to tickets so they can be easily identified / distinguished based on their priority either by
1) marking the whole div/row as "red" when it's critical/high
2) having the priority values displayed with coloured bubles - similarly to status have ityou can use this schema for colour selection or any other thats suitable
note: I know there is a filter for that, but that's an additional step which can be easily eliminated
thank you
11 votes -
Option to Remove Seconds
I would like the option to REMOVE SECONDS when entering time.
I only want to see DATE, HOUR, MINUTES for entering time. This could be an Admin setting check box to "Ignore Seconds when entering time". Or "Always set Seconds to 00"
11 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 notifications
When a ticket is submitted via email or via portal, a ticket notification goes to the user via ticket automation.
However, if a ticket is submitted by one user for another, we will change the Contact on the ticket to accurately reflect who needs to be serviced to resolve the issue. With other PSAs I have worked with, this would have the ability to trigger a notification to the new user that a ticket has been created/modified. Atera doesn't have that notification as an option in the Automation settings.11 votes -
Scheduled Ticket reminder
For Scheduled tickets, it would be nice to assign a reminder notification to the technician assigned, with some optional time frames.
11 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 Snippets in Emails for Custom Ticket Fields
I'd like to be able to use snippets in email tickets that are dynamically linked to custom ticket fields that I've created.
11 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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Replying to a ticket with status update.
When replying to ticket please add option to select the status and update the ticket, example: "send and set status to closed"
11 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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