Timed ticket automations

I.e Whilst ticket is in 'Awaiting customer Response' status, after 24hrs send a reminder email to customer.

After 48hrs, auto close the ticket

By a community member:
We need the ability to assign multiple technicians to a ticket. We have ceveral tickets that would consider projects requiring multiple technicians to coordinate assigned tickets.

As most helpdesk engineers are working remotely a flag would help to show another user is actively working on the ticket.

When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"

Project Ticket - separate Tab like Scheduled Tickets.
This ticket should not be excluded from SLA counting

The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.

The facility to have a function to change a ticket to a scheduled ticket

The ability to edit Ticket entries, in particular private notes. I often use them to create a list of things that need to be done, or possible solutions to try on a particular ticket and creating a new note each time seems a waste.

Include all 'Time Entry' entries in the main body of a ticket in chronological order along with both 'Public Reply' and 'Internal note' entries, so it is possible to see in one list everything action committed on the ticket. Thanks

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.

When you are manually adding Time Entry into a ticket, the default duration/time spent is set to 1 hour. I think there should be a configurable option under ADMIN so we can set the default based on our working pattern. For us, most of our technicians do 15 minutes time entry.

The ability to create multiple or custom ticket boards. Examples like Alerts, Admin Work, Projects, Escalated.

With appropriate work flow rules as well

Please allow disabling personal signatures on internal notes.

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.

Hi I would like the Ticket time entries to be able to show the description of what work was done. So that we can see what was done and how long it took for the work to get done.

This should be in the Completed Ticket page and not have to go through Time entries and edit them to get the information.

This would also work if an email can be sent to a specific user internally with the Time entry as well as the description of the work that was done.

Hi, can we have more ticket types please. For example? System Notifications or Maintenance e.t.c

Ability to create tickets that are master tickets with sub tickets attached to it. mainly for bigger projects.

This will for example Created a Project, within that project multiple tickets link to it where one could see how far % a project is, whats completed, whats not.

The new layout is not productive. The spacing is to wide to view the ticket status in 1 look. For example the SLA part or waiting for technician respone. Its to far apart

The previous layout was way more productive/better view.

I like the filtering and ease of use with the dropdown for status/pending/open

Please consolidate the new view more for the tickets.

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 it

you can use this schema for colour selection or any other thats suitable

https://cdn.sketchbubble.com/pub/media/catalog/product/cache/1/image/720x540/c96a280f94e22e3ee3823dd0a1a87606/p/r/priority-matrix-mc-slide7.png

note: I know there is a filter for that, but that's an additional step which can be easily eliminated

thank you

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.