48 results found
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Rule for ticket submitter to not change ticket status
When a ticket submitter submits a ticket and IT changes the ticket status, we would like the user to not be able to have the ability to change the ticket status themselves.
1 voteHey,
This is currently avalibale by controlling the different fields in the portal: https://support.atera.com/hc/en-us/articles/4547446363292-Configure-your-Service-Portal#EditticketfieldvisibilityintheServicePortal
You can choose if the status (among other fields) will be editable, read only or hidden
Best,
Yakov
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Show newly CC'd emails in a ticket reply
Contacts sometimes do not cc the required end user on their initial request. Then when they do cc them it is not shown in atera at all and that address is also not populated into the cc field. The only way to actualyl see the cc'd address is to log into the mailbox used for the atera ticketing and locate who was cc'd.
This should be adjusted to allow us to view exactly who a ticket reply was sent to and cc'd to for each message sent and received.
5 votesHey all,
Happy to share that from now on, addresses that were CCed by end users will be reflected in the ticket conversastion.
We hope this new minor yet important improvement will help your day to day!
Thank you for the suggestion and effort to make Atera better,
Yakov
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API calls for last private note in ticketid call
API calls for last private note in ticketid call
2 votesHey,
This is possible via our GET comments API
Please see the documentation here: https://app.atera.com/apidocs#!/Ticket/Ticket_GetComments
Hope this helps,
Yakov
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Give user permission to view other users tickets
Allow user to view open tickets by other users on the ticketing portal
2 votesHey,
Happy to let you know that if you mark a user as a "main contact" they are able to see all the tickets by other users under the Site/Customer in the portal.
You can read more here: https://support.atera.com/hc/en-us/articles/215952857-Create-a-new-contact
Hope this helps,
Yakov
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Able to change first page view
Able to change first page view, now it's always Devises
2 votesHey all,
Happy to let you know you can now configure your login page to Atera through "My profile" page.
Here's a relevant KB on how to do it: https://support.atera.com/hc/en-us/articles/360009025073-My-profile
Hope you enjoy this new addition,
Yakov
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Automated ticket closing based on criteria.
Automated ticket closing and message to client based on Criteria
We want our ticket response times to look healthy. The problem is that often times, clients won't respond to use. Because tickets are flowing in so quickly, they often fall to the bottom of the page, and are lost. We try to follow a procedure of when a client doesn't respond to a ticket within 7 days, we close the ticket, and inform them that they can reopen it if this issue is still current, but that we haven't heard from them in 7 days so we're closing it.
If…
1 voteHey,
This is avalibale via our time-based ticket automation rules: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules#:~:text=Ticket%20automation%20rules%20enable%20you,actions%20based%20on%20time%20passed.
If you have any questions about setting this up, please reach out to our support team.
Hope this helps!
Yakov
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Show ticket created date
Please allow tickets to show the exact date of creation.
At the moment you can see Time Entry date and internal comment exact date.
For ticket creation, you are left with "Created 2 days ago" or "2 months ago".1 voteHey,
We currently display the exact date in the Ticket Activity as the 1st entry of every ticket
We will consider changing the date in the header to the precise date down the line.
Best,
Yakov
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Major Flaw - tickets get permanently deleted if a contact is deleted
This is a major flaw. We have no idea how many tickets we have lost because of this.
Tickets should be linked to the customer not the contact.
Contacts can be employees who might get fired, quit or come back.
If you delete a contact it should just get hidden so that it can't be used on new tickets. And the contact should still show up on old tickets and should be allowed to be used in reporting.
And there should be a way to show deleted contacts incase the employee comes back.679 votesHey all,
I am happy to let you know we've added the option to deactivate contacts without deleting their tickets!
Once you deactivate/archive an end-user, their tickets will remain in the system, but you will see an indication on both their tickets and the end-user page that they are archived.
You will not be able to open new tickets on their behalf as long as they are deactivated, and of course you can always activate them back.
You can read more about the feature in this KB: https://support.atera.com/hc/en-us/articles/9357206583580-Manage-users#Deactivateuser
We hope you enjoy this new addition to Atera and as always, thank you for voting on ideas and shaping the product to be better and better with each new release.
Yakov
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new ticket alert via email
When an end user opens a ticket and when it shows in the tickets on the dashboard, we the technician should receive an alert or email.
Right now, we have to keep checking to see if a new ticket is opened. Please make it so we are alerted when a new client ticket arrives.1 voteHey,
This is avalibale via our ticket automation rules!
Please check out this KB: https://support.atera.com/hc/en-us/articles/217533918-Set-Up-Commonly-Used-Ticket-Automation-Rules#h_01F23JP9DWJBHVV0NJCQVPCRPC
If you need further assistance please reach out to our support team via email (support@atera.com) or live chat.
Hope this helps!
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Sync Phone number with Azure AD
There a not many contact fields synced with Azure AD. An important way is contact our customers via telephone (not mobile) - and that is missing. Also important is the field office or addresses. Because we have customers with more than one location.
51 votesHey,
I'm happy to update you that we are now retrieving the AzureAD (Entra ID) Business phone field into the "Phone" field upon sync with Atera.
We hope you enjoy this new addition, and as always, thank you for helping shape Atera to be better every day.
Yakov
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Ability to trigger and send reminder on pending tickets
Currently, I have no option to automate email reminders for tickets pending customer response. I would like to send reminder to customer let's say after 3 and 5 days from the time technician sent a reply to customer.
And also, then ability to auto resolve ticket after some period.
I was thinking of tagging the ticket with timestamp when technician sends a response and then using that somehow, but the options are very limited.
1 voteHey Miroslav,
This is possible using our time-based automation rules!
Be sure to check this KB out and reach out to our support team if you need further assistance: https://support.atera.com/hc/en-us/articles/5914785808156
Thank you
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Ticket Deletion
Create a ticket deletion permission option in the PSA technician settings without needing to give a technician full admin rights
16 votesHey everybody,
We're happy to share that the ability to grant ticket deletion (and merging) permissions is now live for all users!
To grant these permissions, simply go into any role under Admin > Roles (or create a new role) and make sure you do the needed adjustments. This of course comes on top of Admins being able to merge and delete tickets by default.
Thank you for helping us shape Atera for the better, we hope you enjoy this update!
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Ticket Templates/Forms
It would be helpful to have ticket templates/ticket option type for the end user creating a ticket.
For example, the end user is requesting a new hire setup. They would be able to go to create a ticket and have the option to select "New Hire" ticket. Then, fields would appear that have been customized by the admin.
On the other hand, maybe even having an option create a form for end users to fill out and generates a ticket.
134 votesHey all,
I am excited to announce that ticket forms/templates are now avalibale in Atera!
This brand new feature allows you to curate and customize different forms, thus controlling the order and appereance of different custom fields on a ticket level.
Forms are supported in both the technicai nand portal side of things. We hope this feature will be extremely beneficial for your internal processes such as Employee onboarding, service requests, etc.
The feature is supported for our users leveraging the new ticket page UI, which is currently being rolled out to all of our customers.
To read more, check out this KB: https://support.atera.com/hc/en-us/articles/10190669862428-Ticket-form-templates
Thank you for raising the idea and making Atera better every day, let us know what you think about this exciting release!
Yakov
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Mark ticket as SPAM
Please add a button for tickets "Mark as Spam" when the ticket is open, also on the ticket list view under Status for a quick flag.
Sender e-mail addresses would be added to a blacklist, and tickets get either automatically deleted; or automatically flagged as status "Spam" which is a closed status.
2 votesHey all,
This is possible today, please follow the following article: https://support.atera.com/hc/en-us/articles/7059774105500-Managing-spam-tickets
Thanks
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Turn off AI auto tags
The option to turn off AI auto tagging and only have custom tags
2 votesHey,
This is currently possible by heading into Admin > Settings > Tickets and cancelling the AI auto tags.
Best,
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Translation in German for Ticket Fields
Hi, if possible it would be great if you consider the posibility to translate for the following Ticket options:
Ticket Statuses
Ticket Impact
Ticket Priority
Ticket Type
and so on.Cause our major customers field is placed in Germany and some have a great lag of understanding English!
If wanted we could even assist you in the translation.
Best regards
Andreas Rehfeld (IT Consulting Rehfeld)3 votesHey,
This is currently possible once you change the language settings in Atera (by going to your profile and changing the language).
The Status will also be translated as seen in the photo in our next release.
Best,
Yakov
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Ticket Conversation Order
Change order of the ticket conversation: oldest at the top instead of having to scroll all the way down.
36 votesHey all,
Happy to let you know we've added the option to sort the ticket conversation order in our new ticket page.
Feel free to look at this KB: https://support.atera.com/hc/en-us/articles/9258656888732-The-Ticket-page
Best,
Yakov
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The ability to change the default time entry duration
When you are manually adding Time Entry into a ticket, the default duration/time spent is set to 1 hour. I think there should be a configurable option under ADMIN so we can set the default based on our working pattern. For us, most of our technicians do 15 minutes time entry.
11 votesHappy to announce the ability to change the default time enttry length is now possible!
Setting the length is done from Admin > Settings > Tickets
You can read more about it here: https://support.atera.com/hc/en-us/articles/5578804184860#DefaultTimeEntry
Thank you for helping us further shape Atera, we hope you enjoy this new feature!
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Ticket Type in the Ticket Automation Rule
Make the "Ticket Type" available in the Ticket automation rule>>> Conditions>>>Ticket Field
15 votesHey all,
We've introduced the ability to set the Ticket Type both in the Condition and Action part of our ticket automation rules!
This will allow you to both set the ticket type based on automated actions (such as the ticket creation) and to check the ticket type as a condition for different automation.
You can read more about ticket automation rules here: https://support.atera.com/hc/en-us/articles/360018434920
We hope you enjoy this new feature!
Yakov
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HTML Editor for Email Templates
Option to view the HTML Editor for Sumernote added to toolbar its only add 1 tag more in the code
codeview: toggle wysiwyg and html editing mode
https://summernote.org/deep-dive/7 votesHey,
We're happy to annouce the HTML editor is available for Email Templates!
We hope this ability will serve your communication with users well.
Yakov
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