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  1. Timed ticket automations

    I.e Whilst ticket is in 'Awaiting customer Response' status, after 24hrs send a reminder email to customer.

    After 48hrs, auto close the ticket

    175 votes

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    21 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Hello,

    I wanted to give you visibility into our Q3 roadmap as it relates to your feature request.

    This quarter time-based ticket automations will be added to allow various time-based actions such as resolving a ticket, automatically closing a ticket, or alerting an admin.


    Stay tuned for our Product Release notifications.

  2. 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.

    156 votes

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    3 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. As most helpdesk engineers are working remotely a flag would help to show another user is actively working on the ticket.

    146 votes

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    8 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Hello,

    I wanted to give you visibility into our Q3 roadmap as it relates to your feature request.

    Coming soon: We will flag any open tickets that your helpdesk engineers are actively addressing so your team is updated in real-time, eliminating duplicate effort.

    Stay tuned for our Product Release notifications.

  4. Project Ticket - separate Tab like Scheduled Tickets.
    This ticket should not be excluded from SLA counting

    86 votes

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    3 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.

    68 votes

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    2 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  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!

  6. When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"

    63 votes

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    10 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  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. The facility to have a function to change a ticket to a scheduled ticket

    60 votes

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    9 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  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. The ability to edit Ticket entries, in particular private notes. I often use them to create a list of things that need to be done, or possible solutions to try on a particular ticket and creating a new note each time seems a waste.

    56 votes

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    4 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. Include all 'Time Entry' entries in the main body of a ticket in chronological order along with both 'Public Reply' and 'Internal note' entries, so it is possible to see in one list everything action committed on the ticket. Thanks

    42 votes

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    6 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  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. Hi I would like the Ticket time entries to be able to show the description of what work was done. So that we can see what was done and how long it took for the work to get done.

    This should be in the Completed Ticket page and not have to go through Time entries and edit them to get the information.

    This would also work if an email can be sent to a specific user internally with the Time entry as well as the description of the work that was done.

    42 votes

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    1 comment  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. The new layout is not productive. The spacing is to wide to view the ticket status in 1 look. For example the SLA part or waiting for technician respone. Its to far apart

    The previous layout was way more productive/better view.

    I like the filtering and ease of use with the dropdown for status/pending/open

    Please consolidate the new view more for the tickets.

    37 votes

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    4 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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!

  12. The selector for adding a private note vs sending the user an email should be next to the area where you write the note/email NOT at the top of the page, which with long tickets could be way off screen.

    The display for a private note should be VERY different to the email one so it is 100% clear that you're in private note and not email client mode. The email fields should disappear at a minimum. I would also say that the screen area should change colour and a private watermark or title should appear.

    33 votes

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    2 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. Append original ticket when customer replies to automated notification rather than creating a new ticket.
    At the moment the notifications from the ticket automation rules with the email templates will not append to a ticket when replied to , but open a new one.

    Refer Atera case #262087

    33 votes

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    1 comment  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. Add automation rule to close a ticket. If you configure automation rules to open a ticket you should also be able to automate closing a ticket. An example being, if you have an availability monitor set up and the alert opens a new ticket but that alert gets resolved a few minutes later you should be able to automate closing the ticket as well.

    32 votes

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    0 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Hello,


    We have accidentally moved the status of this request to "Planned", as a similar feature is currently being developed - the ability to run time based automations (such as automatically closing a pending ticket after X hours). 


    This new capability will allow you to automate a lot of workflows, however it will not be based on alerts. 

    You will be able to set up automation to close tickets that were opened from an alert if they haven't been touched for X hours though. 


    For the time being, we will revert the status of this request, and consider it for future development


    Thank you for understanding,


    The Product team

  15. FEATURE REQUEST, AGAIN: Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.

    32 votes

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    6 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. Please add the ability to edit and delete internal notes.

    27 votes

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    0 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  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. Currently, you cannot create any ticket automations for when an engineer replies to a ticket.

    I.e set status to pending when engineer replies to ticket.

    25 votes

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    1 comment  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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. Clients have asked me for copies the the ticket's in a pdf form. There is no nice way to print a ticket, and the time entry notes.

    24 votes

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    2 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  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. 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.

    18 votes

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    6 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  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. run a report on Ticket Properties, so we can show a customer how many and what type of tickets they are logging, This will show what staff training is required in a particular area.

    18 votes

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    2 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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    Nice! The feature you requested is being considered for development. 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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