742 results found
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Indicator on an open ticket tab when a new comment is posted
Please provide some kind of indicator when a new comment is posted on an open ticket to the ticket tab, i.e a green or pink dot in the place of the users initials next to the ticket number. Those initials mean nothing. You could use the empty white space above the ticket tabs to also include metrics like recent comments and activity.
1 vote -
Ticket Form Filtering & Access Control
We need the ability to filter tickets by Ticket Form on the Tickets page, as well as display Ticket Form as a column.
We also need form-level user access/visibility controls, so administrators can choose which users or groups can see and use each ticket form.
Some forms are intended only for IT, such as incident or sanitization forms, while others are intended only for HR, such as onboarding and offboarding forms.
Having every ticket form visible to every user is confusing, cluttered, and impractical, especially as the number of forms grows.1 vote -
Start ticket timer when technician is assigned
I'd like a global rule that could start the ticket timer only after a technician has been assigned to a ticket.
In our setup, tickets flow into a technician group, then those techs manually assign the tickets to themselves. Having the ticket timer start when just viewing a ticket is making the feature not as useful.
We're also seeing the ticket timer still running even when there are no tickets opened in ticket tabs.
1 vote -
Ability to edit tickets
Please give admins ability to edit the tickets to remove duplicates, long emails that are forwarded, and mistakes.
2 votes -
having a piece of hardware not associated with a user
When tickets are created by a user, the system that is assigned to them is automatically picked. However there are problems with this setup. #1 Users can be using a different machine, say in a conference room that is the one that is having trouble. #2 The device in question is their CELL PHONE. Right now we have no way to tie a ticket to a device that isn't a computer, and we can only assign a device for the user that created the ticket. that is too restrictive.
1 vote -
Introduce a technician-side To-Do List feature
Introduce a technician-side To-Do List feature, to manage multi-activity tickets without exposing them as separate tickets in the Service Desk/customer portal
1 vote -
Field assignment on Child tickets created via automation rules after Parent ticket was created
We use one automation rule to create Child tickets (subtasks) when a parent ticket is created from another department ( example Onboarding/offboarding), and a second rule to assign a technician to each Child ticket.
The second rule never triggers, because Atera does not allow an action performed by one automation rule (creating a Child ticket) to act as a trigger for another rule. As a result, Child tickets are always empty and created without a technician assigned, requiring manual assignment every time.
Please consider:
* Allowing automation rules to trigger other automation rules, or
* Allowing technician or other fields…1 vote -
1st time fix report
I would like to know in a percentage how many of my issues are fixed on a 1st time basis.
1 vote -
Remove deactivated users from site lists
After a user leaves, I don't want to still see them in the site lists. Need a way to manage that or the site lists will get bloated with termed employees.
1 vote -
Ticket automation rule export
I'd like to be able to export our ticket automation rules into a csv or similar file. This would help with designing automations and with training new technicians that will also be developing automation rules.
4 votes -
convert Public comment to internal note
Please create the option, to convert a public comment to an internal note.
3 votes -
Unread tickets
It would be helpful if tickets that receive a reply but have not yet been viewed by the assigned technician were visually highlighted in the ticket list.
For example, unread tickets could appear in bold or display a colored background, similar to how email clients distinguish unread messages. This would make it much easier for technicians to quickly identify tickets that require attention.
1 vote -
Edit tickets
This is getting so frustrating. I'm human and I make typos or accidentally post to the wrong ticket. Please give admins in atera the ability to edit tickets. I'm so frustrated with this that I am looking for a better ticketing solution.
1 vote -
Dynamic date filter for tickets
I would like to have a ticket filter that says "older than xy days"
We use a filter that says "older than 1 month", but I have to adjust it manually every month because that option does not exist.
1 vote -
More "snippets" available
Beginning to use approval requests in tickets and would like to be able to list who the selected approvers are when sending out an email to let people know who is approving or denying their request. Expanding on that more available options to use as snippets when sending a form email would be helpful.
1 vote -
Stop changing the interface!
Sick and tired of the constant changes, and always for the worst it seems.
I now have to have the side bar pinned wide, or I get it flashing wide/small/wide/small as I work and move my mouse about.
Used to be able to select then copy the ticket number and title in one easy go.
Then a change and now I need to select it just right to get both, but when pasted it would be over two lines.
Then most recent change and selecting is still a pain but can acheive that, but now pasting is over three lines.
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1 vote -
newest
the ticket order newest to oldest i dont like at all
1 vote -
Put entries back to the top
Please give us a choice on whether to enter info from the top or bottom of a ticket. It used to be top and I prefer that. Now we're forced to enter from the bottom. Some may like this but we should have a choice.
6 votesHi,
We wanted to let you know that your feedback is currently under review by our product team.
We appreciate your patience during this process and will update you accordingly.
Best regards,
The Atera Team
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Please make the ticket reply field resizable
With the new ticket layout, please make the ticket reply field larger, or resizable so we can see more than five lines when replying to a ticket.
5 votes -
Edit and delete comments
Tickets are getting long and messy because we can't edit or delete comments. We're getting out of office replies, long forwarded emails, the occasional mistake when posting to the wrong ticket, and occasional inappropriate comments. Give us the right to control our helpdesk!!!!!!!!!!!
4 votes
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