708 results found
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Assign multiple technicians to a ticket
By a community member:
We need the ability to assign multiple technicians to a ticket. We have ceveral tickets that would consider projects requiring multiple technicians to coordinate assigned tickets.414 votesHi,
We wanted to let you know that your idea is currently under review by our product team.
We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.
Best regards,
The Atera Team
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Allow for customization of columns on ticketing screen
On the Ticketing page the columns are locked to the default fields. We don't utilize the SLA field within our organization; and the new sentiment column is also irrelevant.
Allowing the end user to change what is displayed on the ticketing dashboard would allow for extra space for fields that are relevant, like allowing for longer ticket titles to be displayed.
355 votes -
Email technician when they have been @ tagged on an internal note of a ticket
When you make an internal note and @ tag an engineer, That technician should receive an email saying "You have been mentioned on a ticket (hyplink to ticket)"
332 votes -
Ticket Checklist
The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.
317 votesHi,
We wanted to let you know that your idea is currently under review by our product team. We are evaluating its alignment with our product roadmap and its potential benefits to our users.
We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.
Best regards,
The Atera Team
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Edit Ticket Notes
Please add the ability to edit and delete internal notes.
252 votes -
Project Ticket
Project Ticket - separate Tab like Scheduled Tickets.
This ticket should not be excluded from SLA counting247 votes -
Improve adding Manual Time Entries
In the new UI, entering manual time entries is very laborious.
Having to enter HH:MM:SS and then type AM or PM, twice (start and finish) multiple times per day is very annoying.
It should be in 24-hour format. So we just enter, for example, 11.48 and 13.17, and that’s it. If we don’t enter seconds then these should default to 00 on seconds.
225 votes -
Schedule existing tickets
the ability to schedule an existing ticket for a later date
197 votes -
Change management
Change management. For tracking changes made in different setups. I.e microsoft security setup. With suggestions, status for implementing changes and so on.
164 votes -
Activity Status "Awaiting on customer reply" should stop the SLA as well
Activity Status "Awaiting on customer reply" should stop the SLA as well
112 votes -
Reply to tickets via email
Reply to tickets, update tickets via email (email correspondence).
Need the ability to correspond with customer tickets via email only. We need to easily see ticket content and reply to the ticket via email with our replies entered in the ticket. Every helpdesk software I have ever used worked this way except Atera/Zendesk. It make Atera almost useless as a helpdesk ticketing system for a busy MSP.
The website is not good (no desktop/browser notifications) and it seems ridiculous to have to receive mobile app notification with a web-portal open at the same time.
99 votes -
Add spell check in ticket input
Would be nice to have a spell check and/or spell correction when adding notes or modifying tickets.
71 votes -
Emails to other than the requester
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.
67 votes -
Auto-assign tickets with initial reply
Auto-assign tickets. When a tech replies to a ticket, they should be assigned the ticket by default. We shouldn't need to manually assign tickets or use round robin ticket set up.
66 votes -
merging tickets
When the Merge ticket box comes up instead of having to know the ticket number or title can a list of open tickets be displayed in the drop-down list
63 votes -
Projects Pane
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…
56 votes -
The ability to Remove or Edit the default Ticket fields
Create functionality that enables the removal of the default ticket fields (for instance Contract or Impact). Editing this field could be useful as well, as some fields are needed, but the entries aren't suited to the specific business.
53 votes -
Ability to edit Internal Note on ticket
I really wish we had the ability to edit an internal note. In the event of an error, it would be nice to be able to hit an edit button and change an internal note.
51 votes -
Display entire ticket conversation in email template
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.
47 votes -
Deleting comments
Ability to delete comments.
If an external email has dropped inappropriate content into a ticket, we should be able to delete that ticket comment to remove the content.
46 votes
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