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  1. if you work with sub-support (providers, ...) and you want to documentat an eamail in the ticket (send it from your mail-account to the ticket-number) the customer is getting this email from the ticketsystem forwardet... (public answer)....

    this is very bad ... and should be possible to turn off

    1 vote

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  2. Hi
    We are interested in the option for the service call manager to be able to see which technician is currently working on which call.
    Is there such a thing?

    1 vote

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  3. I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
    This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
    I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
    It doesn't even need to be necessarily closed, just disappear…

    3 votes

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  4. A daily planner page where Management staff can assign certain tickets and tasks to technicians in a calendar style arrangement. Obviously staff could have access to their own planner too and could use it for their own scheduling also.

    2 votes

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  5. the objective would be to be able to export a summary of the intervention in PDF in order to keep a paper trail signed by the client

    3 votes

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  6. When you search and it pulls up tickets, there is no way to filter these further. Since we can't filter by status to only show open tickets, we have to scroll through a long list of ticket search results to find ones that are open.

    2 votes

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  7. time entries are essential informations for the customers to get to know about the progress of a ticket.

    so it would be a good idea to have an ability to automaticly send a mail with informaions about a time entry via ticket automation rules

    2 votes

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  8. Set up an automation rule to assign tickets with a specific subject line to a designated client.

    3 votes

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  9. I would like to be able to start a "side conversation" on a ticket for when I need to communicate with a third party related to the issue at hand.

    6 votes

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  10. It would be great to fetch a lot of tickets for a given date range.
    We have tools for analytics and currently have to send a lot of fetch requests to generate statistics for specified month.

    Please add a from and to date for the request and increase the returned items per page on the response.

    Thank you very much

    1 vote

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  11. It would be useful to be able to keep the internal note at the very top of the ticket just beneath the most recent message.

    Also if we could use the same note/notepad for each internal note entry created.

    It's very frustrating having to scroll through the entire thread just to compare an internal note that was created at the beginning of the ticket.

    It would also help other technicians reviewing the tickets to be able to see all internal notes a tech created in a ticket. It gives them a quick recap of the troubleshooting process that was taken…

    1 vote

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  12. We frequently have new tickets come in where one of us takes the ticket and then the next tech assigns themselves very shortly afterwards, as they see it as unassigned still.
    There should be a way for the system to notice the tech sees it as unassigned but the backend system is changing it from a user to another user and trigger an alert or stop the action.

    This causes an issue with when the first tech to grab the ticket has it disappear from their queue and it ends up in the other tech's queue instead. THis is particularly…

    1 vote

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  13. It would be great for us to be able to create ticket automations based on which support address received the email.

    Currently we have multiple SLAs for a particular client depending on the service type. So we have created additional support email addresses for the different service types but cannot manipulate the incoming ticket based on the support email address.

    1 vote

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  14. We need a way to place a retention policy on the tickets that are under closed or deleted status.

    Example: if ticket a ticket is closed or delete for 6 months of last modified date, then completely remove it from the platform. Sometimes our users send sensitive data over tickets even when we request they do not and we want to ensure if there is ever a data breach that the threat actor cannot mine legacy data.

    1 vote

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  15. The Auto-Tag feature is great, but it's extremely broad and limited. Would be great if we could build a custom list OR if Atera could expand on the existing auto-tag list (perhaps using common manual tags across the customer base).

    1 vote

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  16. Es wäre schön wenn der Kunde im Ticketportal sehen kann was an Zeiten abgerechnet wird. Teilweise ist dieses Erforderlich damit dann Rechnungen nachvollzogen werden können.

    2 votes

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  17. Ticket Summary screen
    a) Everything is far too large, some of us don't have high resolution monitors. Please make the info fit for a 1900x1200 display resolution.
    b) there are items here that we DO NOT WANT to see, such as:
    CoPilot and SLA. Please let us customize columns on this screen

    1 vote

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  18. If you could please provide us with the option to remove and edit comments in our tickets. As of now, if we put a comment in the wrong ticket, or if we make typos or errors in our comments, we cannot correct them as the comments seem to be there to stay permanently.

    1 vote

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  19. Regarding Ticket Automation, if there was a way to consolidate rules to customer sites

    For example; I have over 40 rules and 5 rules per customer

    1 vote

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  20. Working with multiple email addresses, I would like the ability to send emails from multiple outgoing domains via SMTP to ensure the ticket response is redirected to the correct person.

    1 vote

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