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81 results found

  1. Hi,

    It would be helpful to have an option to delay the reply to a ticket. So that you can compose the reply but set it to send at time /date of your choosing. Similar to that Outlook's delayed send.

    Thanks

    6 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Under Review  ·  Dor N. responded

    Nice! The feature you requested is being
    reviewed by our product team. We’ll keep an
    eye on the number of votes, and let you know if
    a decision is reached to implement. Thank you
    for being a partner in our process!

  2. There are three fields where we can add phone numbers to client info.
    But in the requester info we can only find 1 field.
    It is more efficient if we have all fields with the requester info.
    If we don't have it, I always have to go back to client info to find out the data.
    Please fill in all phone fields in the requester info

    6 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Under Review  ·  Dor N. responded

    Nice! The feature you requested is being
    reviewed by our product team. We’ll keep an
    eye on the number of votes, and let you know if
    a decision is reached to implement. Thank you
    for being a partner in our process!

  3. 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.

    33 votes

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    6 comments  ·  Tickets  ·  Admin →
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  4. Having a ticket automatically created when a tech hits the Connect button to remotely login to a customer machine. There are times when a tech will connect to a computer to do or check something when there is not already a ticket created. Having a ticket automatically created or opened to fill in by the tech any time they connect would keep them from forgetting to track their time or documenting what they do. We are still using GoToAssist for remote support and at the end of each session a box pops up for the tech to fill in notes…

    7 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  5. Scheduling a script run right at the device (or even inside a ticket where you could pick the device!) would be ideal, with users in meetings frequently we could schedule patch removals or other items requiring a reboot for post meeting or known free/available time - it would be ideal as well to get an automated ticket update saying it had run and completed or failed

    5 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Under Review  ·  Dor N. responded

    Nice! The feature you requested is being
    reviewed by our product team. We’ll keep an
    eye on the number of votes, and let you know if
    a decision is reached to implement. Thank you
    for being a partner in our process!

  6. Allow conditions like AND and OR in conditions field in ticket automation. For example, the ability to be able to send email to technician only if the ticket is signed by someone else. If the ticket is assigned by technician himself, the email should not be sent to him.

    22 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  7. I would like the option to REMOVE SECONDS when entering time.

    I only want to see DATE, HOUR, MINUTES for entering time. This could be an Admin setting check box to "Ignore Seconds when entering time". Or "Always set Seconds to 00"

    11 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  8. I can only display the last comment made by the customer in an automated email ticket. The issue is that there is no context for the user's response without visiting the Atera portal. A helpful feature would be to allow the entire ticket conversation to be displayed in an automated email template when the user updates a ticket.

    39 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  9. the ability to schedule an existing ticket for a later date

    48 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  10. When a product has been added to a ticket an icon or some indicator within that ticket should appear so you know there is product attached to that ticket and then don't have to open the products/expenses section to check for product.

    4 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  11. Being able to create our own custom tags for ticket automation would be very beneficial. Setting a tag using ticket automation rules is already possible, so this addition would be a huge improvement.

    17 votes

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    3 comments  ·  Tickets  ·  Admin →
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  12. Please add the ability to allow "New or Existing users to submit a ticket without the need to login to the portal.

    The ability to embed a form or something on my website that give users the ability to submit a ticket which can then be updated or attached to a client from the admin side, or automatically based on their domain.

    I have found that clients often forget to use the support portal and end up sending tickets to my personal email, to which then I must go manually create the ticket.

    Anything to make the process easy for…

    5 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  13. Hello,

    We will be using Atera as an internal helpdesk. All of our Customers are the locations that we manage. Currently Atera only allows you to enter a ticket for a Customer and the Contact that is within that Customer.

    We need the ability to switch the Customer on the ticket and keep the same contact as our staff work across multiple portfolios. This will allow us to bill our time to each Customer accordingly and maintain the correct contact.

    Anything that Atera can do to make this possible will be greatly appreciated.

    2 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  14. Currently the condition Ticket Contact Responded is available which then can be used for email notifications.

    Need to add this condition in the rules - Ticket Internal Note Created/Responded then have the option to add action Send an Email to Technician for email notifications

    26 votes

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    5 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  15. When creating a ticket from an agent, it does not set that agent in the ticket.
    The agent is automatically set based on which contact is selected when creating the ticket. (I have just confirmed this is the case with support)

    There is also no Agent menu on the New Ticket page, so technicians need to open the ticket again after creating it to correctly set the agent.

    Contact and Agent should be independent as often we need to clear changes (buying software, hardware upgrades, etc.) with some form of management -be it business owner or their finance department- before…

    13 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  16. When tickets are un-merged it should also un-merge the time entries that were attached to each ticket originally. Currently, all time entries stay with the original ticket after un-merging.

    4 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  17. For Scheduled tickets, it would be nice to assign a reminder notification to the technician assigned, with some optional time frames.

    11 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  18. Projects area separate from daily tickets requests. Just like we have a Tickets pane, a Projects pane would be very helpful where we would have fields such as Initial Engagement date, Projected start date, Projected finish date, Tech assigned (multiple techs), Customer, Subject, Status ( Planning, Testing, Implementing, Standby, Scheduled, On Hold, Started, Completed and ability to enter other custom status), Tasks list with Start and finish dates for the task, ability to change the status on individual tasks to (started, on hold, scheduled, complete) and assigned tech. Also Project number counter separate from the ticket number counter, ability to…

    44 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  19. Currently there appear to be 3 ticket types.

    1. Email - If a customer emails in a ticket is generated. Denoted by envelope
    2. Alert - If a ticket is raised from an alerts (Server offline, disk space). Denoted by exclamation
    3. Phone - Every ticket manually created is assumed to be from a phone call. Denoted by a handset

    We generate certain tickets from other alerts, either from 3rd party monitoring or just on-site/on-device observations. When logging these tickets it appears it came from a call but it did not.

    The customer receives an email that THEIR issue has been logged but…

    7 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  20. Ability to assign Tasks to tickets. Most other ticketing systems do this. Ticket cannot be closed unless the task is completed (or reason entered).

    For example, Backup Failed could come with a simple task that MUST be completed before the ticket can be closed... 'Successful Backup Performed'

    Above is the simplest form but for a new PC installation we could add several tasks to ensure the Agent remembers to everything and bring uniformity and transparency to the customers experience with certain tasks.

    20 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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