784 results found
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View image attached to a ticket in the browser, within Atera.
When users attach an image to a ticket we need to be able to click the image and have it display in a floating pop-up window. Preferable one with Zooming abilities. Currently we have to download the image then open in an another application. Coming to Aterea from Jira, this is a significant downgrade.
6 votes -
replying email removal
Ability to remove email that appears in the To field when replying to a ticket. We have instances where we get a notification from a system to unlock a user's account. I want to respond just to the actual user and not the system no-reply email. Additionally, we have some instances where we want to forward the communication for additional approvals/feedback from upper management, but do not want to keep the original submitter on the email. Right now the solution was to 'Ingore the emails' on the contact profile, but we don't want to do that.
1 vote -
"ticket type"
The ability to add Ticket Type as a column in the initial tickets view screen.
1 vote -
Add a link to the ticket as a snippet in the email template.
Add a link to the ticket as a snippet in the email template.
1 vote -
standard ticket filter
Ticket lists often start with standard filter Status:open/pending
Thats not really helpful because of our self added statuses, like "waiting for material (pending)
So ist would be better, instead of filtering status:open/pending, it would filtering status of type: open/pending
1 vote -
Tagging knowledge to tickets
Have the option to tag related existing articles to existing tickets customers have opened.
Allowing managers or leads to tag possible related articles to tickets to expedite troubleshooting or client resolutions.
Might even suggest a step further, where you can suggest an existing article as a built in response within your reply. Essentially, "Hey customer- have your tried #tag existing article here, as a resolve?".1 vote -
Option to stop receiving duplicate tickets for an existing open ticket
For example when a customers device sends an alert for hard disk usage at 95% it creates a ticket automatically, which is good. However, when the device drops below 95% then back to 95% it creates another ticket for the same issue. So in our ticket page we have hundreds of duplicate tickets. There needs to be an option that can see that there is already a ticket for that exact alert and it doesn't re-trigger and create the duplicate ticket.
2 votes -
time increments
Allow the setting of time sheet increments specific to a customer, some customers are billed in 15 minute increments while others in 20 or 30 minute increments, increments per customer can vary based on onsite or remote work, some customers have travel time for onsite work,
1 vote -
Allow more choices in ticket increments specific to each customer or group of customers
Not all customers have the same billing incremetns, some are in 15 minute increments some are in 20 minute increments, also some have minimum time charge per tickets, allow the entry by customer of these options
1 vote -
Feature Request – Ticket Numbers with Leading Zeros
Hello Atera Team,
Currently, ticket numbers in the system are displayed without leading zeros, for example 2025-3.
For our internal workflows and improved readability, it would be very helpful if ticket numbers could be standardized to four digits, e.g. 2025-0003 instead of 2025-3.
Further to this, the year value would be nice as a prefix too.
We would greatly appreciate it if this functionality could be added in a future version of Atera, either as a configurable ticket number format or through placeholders (padding).
Thank you very much for considering this feature request.
Best regards,
1 vote -
Time registration via API
Dear Atera Team,
We would like to request the ability to log time on a ticket via the API.
Currently, your API supports many useful operations, but the option to register time entries on tickets is missing.This functionality would be very valuable to us, as we have several automated processes running outside Atera where we always register time. Being able to push these time entries directly into Atera through the API would allow us to keep our workflows consistent and fully automated.
We believe this addition would be beneficial not only for us, but for many partners who rely…
1 vote -
change public entry to be a private entry
We email into tickets renewals for services from suppliers then email to the customer on this ticket to advise on renewal pricing.
If we just change the ticket to the customer they see the history from the original entry.
We need to be able to change this to a private entry so the customer does not see the whole email chain.
1 vote -
Sort by activity status
On the tickets page, please add the ability to sort by activity status, add new columns, for example date created, ticket age and the ability to simply click on the title of the columns to sort it instead of using filters, and instead of having a small coloured dot, it will be more noticeable if the entire text is highlighted.
1 vote -
SLAs based on ticket type and custom fields
Ability to setup SLAs based on ticket types, tags, and custom fields.
1 vote -
Multiple Outgoing Email Domains with DKIM
It would be great if Atera offered multiple outgoing email domains with DKIM verification. To properly implement DMARC quarantine/reject, we would need to set up 2 outgoing email domains with DKIM verification.
1 vote -
Different default template for tickets created by technicians
It would be nice to have different default form templates for tickets created in the user portal vs. created in Atera by a technician without the tech having to remember to change the template. This would give the ability to add more technical fields automatically when the ticket is created by a tech. It would also allow more customization of ticket automation rules based on whether the ticket was created by a user or by a technician.
1 vote -
Close Note field
When I'm ready to resolve or close a ticket, I'd like to have a field where I can type a "Close Note". This would get logged like any note, but since it's a separate field, it could be included on reporting. Also, there could be an option to either make the close note internal or public reply (like regular notes).
Alternatively, this could be done by having an option in the existing note section where you could select resolve ticket or close ticket. Then anything entered into the note section on that reply is flagged as the 'close note' and…
2 votes -
Tags via API
Get / amend Ticket tags via API. It would be great if we were able to view/amend/add the tags associated with Tickets
1 vote -
Send NEW email inside EXISTING ticket
Option to send a NEW email from within an existing ticket without including the previous email chain.
Currently, when replying from a ticket or adding someone to the email chain via CC, the entire email history is included.
For example, sometimes a ticket might be discussing confidential information with a manager, but later a staff member needs to be contacted about the same ticket. With the current setup, this means the staff member would receive the entire email thread, including sensitive details.
Having a "Send New Email" option would allow us to communicate with new recipients without exposing prior discussions,…
1 vote -
More Customization for "Add Ticket" page and Forms
Can you give the ability to edit the fields that are default on the "add ticket" form that users see? This is BEFORE they pick the form template. And even after they select a form, can we get the ability to edit how the fields look, etc? For example, the "description" field cannot be changed at all. (i dont even think it can be removed from ANY form?). In other ticketing systems you can at least add a description to fields, or edit the "pre-text" that is already in the box--in Atera is just says "type something". I would like…
4 votes
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