Ideas and Feedback

Ideas and Feedback

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  1. When you merge tickets alerts, no information is left on the ticket so we don't know what it is referring to. Useful to add the body of the ticket or the title of the ticket/alert. Or maybe a link to the other closed ticket.

    1 vote

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  2. Ability to set Technician status to away, vacation, or project so that they are not assigned tickets during this time.

    1 vote

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

    3 votes

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  4. Users sometimes email in with info only in the subject, or they set out of office with no info in the body. If this occurs all we see in the ticket is a blank entry.
    Solution would be to include the email subject.

    1 vote

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  5. When creating a ticket the end user may have a screenshot of the problem they'd like to share, allowing image attachment capabilities to the API would give them the option of need be.

    1 vote

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  6. While entering time in a ticket, add the ticket status drop down to close or change the ticket status to reduce the amount of steps needed.

    1 vote

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  7. We get many emails daily from various software solutions we run for our clients. Example: 3CX Alerts, SentinelOne Alerts, AFI Backup Alerts.

    These emails come from a single no-reply email address, and information about which client it relates to is in the body of the email.

    I feel this is a 2 part request.

    1. Add the ability to parse the email body for a particular string that can be compared to a custom field entry on a contact/company.
      For example, our backup software contains a string in the body that reads "Google Workspace domain: domainname.com"
      CONDITIONS
      Ticket Field: Ticket Body,…

    2 votes

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  8. It would be great if the Ticket Timer at the top of the page could include the ticket title as well.

    Currently it only shows the ticket number, and time accumulated.

    1 vote

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  9. It would be great if the Ticket Title could be added to the Ticket Timer at the top so that when it is easy to see which ticket the timer is for.

    Currently it only shows Ticket number and the time accumulated.

    1 vote

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  10. When hovering over a ticket, it would be helpful to see number of hours applied to the ticket without having to click into it.

    2 votes

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  11. Ticket list shows title as "#1234 Ticket Title".
    Open ticket shows title as "#1234 Ticket Title".
    But search result shows as "Ticket Title #1234", search should instead show "#1234 Ticket Title".

    2 votes

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  12. When adding a ticket rather than just "add" the ticket, could we get another option to "add and resolve". This helps when entering tickets after the fact, we would not have to go back in and resolve...

    Thanks, Phil

    3 votes

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  13. When we see the ticket status all look similar and I'm facing difficulty to understand ticket status. I recommend, for new ticket and Waiting for Technicians response status shows more brighter with red color, so that we can easily understand.

    1 vote

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  14. 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.

    4 votes

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  15. We should be able to see an indicator that something was already scheduled. What's the purpose of having a shared calendar for Atera if we can't tell if a ticket has a Calendar entry?

    1 vote

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  16. Current setup:
    A user can raise a ticket which will be handled by the supporter.
    When the problem is solved then the ticket will be closed.
    The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

    Problem:
    Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
    At some point in time you think about creating a knowledgebase article about it so the user can find it.
    Knowledgebase article do have a…

    1 vote

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  17. Current setup:
    It is possible to raise tickets through the customer portal.
    Within these tickets you can ask some questions by input fields but at the end all of these look very similar.
    Example:
    Ticket 1: I am not able to start Microsoft word
    Ticket 2: Can you please provide an offer for a new monitor
    Ticket 3: Can you please provide an offer for updating all my computer to windows 11

    Problem:
    When using the example in the description above the "Ticket 1" is the default ticket which you receive.
    "Ticket 2" is a normal hardware offer whereby "Ticket…

    1 vote

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  18. We offer a variety of services and not all customers have all of our services so it would be good to show/hide product families dependent on the customer.
    We can then setup alot of automations depending on what product family is selected. For instance we offer, IT services, cyber security services, hosted phone & broadband services.
    As an example we might setup automations if a customer selects an option within our "Hosted Phones" product family, but if a customer doesn't use us for their phones then we don't want them to see that product family.
    This would open up a…

    1 vote

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  19. Every time you schedule a calendar event within a ticket, it already shows up on the right side of your screen, but it would be really helpful to have Atera also do an automated "internal note" that lists these calendar details as well (date and time added to external calendar, etc).

    This way, employees can see the history of when this ticket was added to a calendar(s).

    1 vote

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  20. From the Customer screen, Tickets Tab we can change the Status, Assigned to, and Priority. But what we cannot do is search for a specific term, ticket tag, etc.

    I can customize my view from the Tickets screen, but cannot search within those results. It would be nice to have a search from within the Customers screen, from the Ticket tab.

    1 vote

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