740 results found
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Allow for customization of columns on ticketing screen
On the Ticketing page the columns are locked to the default fields. We don't utilize the SLA field within our organization; and the new sentiment column is also irrelevant.
Allowing the end user to change what is displayed on the ticketing dashboard would allow for extra space for fields that are relevant, like allowing for longer ticket titles to be displayed.
294 votes -
Email technician when they have been @ tagged on an internal note of a ticket
When you make an internal note and @ tag an engineer, That technician should receive an email saying "You have been mentioned on a ticket (hyplink to ticket)"
274 votes -
Change management
Change management. For tracking changes made in different setups. I.e microsoft security setup. With suggestions, status for implementing changes and so on.
149 votes -
merging tickets
When the Merge ticket box comes up instead of having to know the ticket number or title can a list of open tickets be displayed in the drop-down list
46 votes -
Deleting comments
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.
8 votes -
Ability to edit Internal Note on ticket
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.
25 votes -
Emails to other than the requester
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.
6 votes -
Ticket queues / Technician groups
Hello Atera Community,
I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.
Why Ticket Queues?
Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.
Assigning Tickets to Queues
Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we…
52 votesHey all,
After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues
The new module allows:
- Creating technician groups for better team organization
- Assigning tickets to groups for efficient workflow
- Filtering and creating custom ticket queues to manage priorities in the tickets list
- New ticket automation rules improvement with new triggers, conditions, and actions
Some use cases for this new feature are:
- Auto-assigning tickets to queues based on conditions
- Notifying admins on escalations
- Round-robin ticket distribution between group members
We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!
Yakov
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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.
19 votes -
Merge tickets automatically if they include RE: or FW: and ticket contact is recipient or cc'd
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
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.
10 votes -
Ability to schedule already open tickets
I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
It doesn't even need to be necessarily closed, just disappear…3 votes -
Export tickets to pdf
the objective would be to be able to export a summary of the intervention in PDF in order to keep a paper trail signed by the client
3 votes -
Ticket Export
Ticket conversation exporting option for legal/HR reasons.
10 votes -
Assign tickets to specific clients based on the subject line
Set up an automation rule to assign tickets with a specific subject line to a designated client.
3 votes -
Assign default values to form templates
Set default values of fields in the form template
19 votes -
Show/Hide ticket form templates per site/customer
The ability to choose which forms are visible on the end-user portal based on their site/customer
7 votes -
Time Based ticketing rules based on ticket Activity Status (NOT Ticket Status)
Exactly as it says... Allow ticket automation rule to be triggered by ticket activity status (which is an automatically updated field), not just ticket status (which is manual and can be forgotten).
Use case - if ticket is waiting for customer reply for 24 hours, send reminder email. If ticket is awaiting technician reply for x hours, send email to rep and change priority.
4 votes -
Tickets reordering
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...
26 votes -
Add custom "Types" to use for tickets
It is quite limited to only have 4 "types" to choose from.
Incident
Problem
Request
ChangeSometimes we get tickets that are neither and would like to add our own custom types to help better categorize the tickets that come in.
5 votes
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