67 results found
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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.701 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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Option to NOT send an email to client when opening a ticket
Ability to open a ticket and NOT send an email to that customer.
Or ability to add contacts to the same email address and send the ticket email to that email address.252 votesHey everybody,
The ability to open tickets without sending an email to clients actually exists in the system and depends on the automation rules you have set.
We made a short video to help you achieve this: https://www.youtube.com/watch?v=zthRPdv9E-4
In general - Atera will not email the end-user when you or they open a ticket unless you have an automation rule set up.
If you'd like, you can also make this setting more granular by creating customization around "silent tickets", please see this KB in order to achieve that: https://support.atera.com/hc/en-us/articles/234995088-Create-a-Silent-Ticket-
Please note the attached video above also covers that.
Last, if you'd like to email someone else/ change the requestor, you may change them by clicking the little pencil next to the requestor's name.
Hope this helps, but please feel free to contact our support team via email/ live chat if you'd like more assistance.
All the best,
Yakov
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Time based ticket automation rules
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
208 votesHey everybody,
We are very excited to announce we have released the ability to create time-based ticket automation rules.
This will allow you to automatically follow up on tickets that have not been responded to for a while, automatically close tickets after a certain period of time, change tickets from resolved to closed, and much more.
We want to thank you for bringing this feature to our attention and helping us during the process of development and design!
Feel free to read the following KB, set up your automations and start saving time: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules
All the best,
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Custom Ticket Statuses
Custom ticket statuses rather than just 'Open, Pending, Resolved & Closed'
189 votesHey all,
We're happy to announce we've released the ability to create Custom Ticket Statuses in our latest release.
The way to create those would be by going to Admin > Custom Fields > Tickets and heading into the "Status" field.
You can read more about it here: https://support.atera.com/hc/en-us/articles/215952967-Add-Custom-Fields-#h_01FWXWNGEBY7T18N5YYANJHK69
We plan to introduce more granularity into the behavior of these statuses later this quarter, and to allow you to chose the behavior of the statuses (act as "pending", "resolved" etc.).
For the time being, we hope you and other users can start leveraging the feature with the given functionality already :)
Best,
Yakov
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Flag to show if an engineer is working on a ticket
As most helpdesk engineers are working remotely a flag would help to show another user is actively working on the ticket.
182 votesHey all,
We're happy to announce we've implemnted a flag to indicate on technicians working on a ticket!
Currently, it will be visible on the top right corner of each ticket screen.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/360012450754-Handle-a-Ticket#viewTechs
Thank you very much for the suggestion and for making Atera better!
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Time Entry easier display
It would be interesting to be able to see the description of the time entry on a ticket in an easy way.
However, we are obliged to click on "Actions" then "time entry" then click on modify to read the content.
167 votesHey all,
I am happy to let you know we've improved the accessabilty to the time entry notes in the new ticket UI and save you clicks.
In the new UI, time entries that have notes attached to them can be viewed directly from the time entries list upon hovering on the note icon.
I've attached a screenshot for your convenience.
Down the line, we will consider adding the time entries and their notes to the feed of the ticket for even easier view.
Hope you enjoy this new improvement!
Yakov
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Ability to change the Ticket Activity Status
Many times throughout the day a customer will make a comment to someone cc'd on the ticket if they do not have an answer for us.
The Ticket status changes to "AWAITING TECHNICIAN RESPONSE" when they have not answered our question.
We need a way to change the Ticket status from "AWAITING TECHNICIAN RESPONSE" back to what it should be "AWAITING CUSTOMER RESPONSE".
-JL
151 votesHey everybody,
We're happy to announce we've released the option to manually edit the ticket activity status, on top of the existing automatic mechanism.
This can be done both from the main tickets page and the single ticket page.
Thank you for bringing this request to our attention, hope this makes your day to day easier!
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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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Print a Ticket
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.
128 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
KB on the matter: https://support.atera.com/hc/en-us/articles/360012450754-Handle-a-ticket#Printaticketview
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Parent & Child ticket relations
Ability to create tickets that are master tickets with sub tickets attached to it. mainly for bigger projects.
This will for example Created a Project, within that project multiple tickets link to it where one could see how far % a project is, whats completed, whats not.
89 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Notification on Ticket Assignment
When a technician assigns a ticket to another tech, it would be useful to send a notification that a ticket has been assigned to them. We are struggling with finding a straightforward solution when time-sensitive tickets need to be responded to by another tech quickly because of a lack of notification options.
84 votesHey,
This is possible via Atera's ticket automation rules using the "Ticket assignment changed" trigger and the "Send email to technician action", allowing you to send an email to a technician upon assignment.
For more on ticket automation rules please see this KB: https://support.atera.com/hc/en-us/articles/360018434920-Ticket-automation-rules
Hope this helps!
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Ability to forward or change "To" recipient in emails.
Currently the only way to forward is to add the forwarding recipient to the CC field, where the original recipient receives the email.
When escalating to third parties etc this is sometimes not practical.
The ability to change this would be very useful.76 votesHey everybody,
The ability to forward or change the "To" field in tickets exists in the system.
You can do so by clicking the little pencil next to the requester panel (see screenshot).
By changing the contact for the ticket, if you send a public reply, for ex. to a 3rd party, they will receive the ticket history as well.
Hope this helps!
Yakov
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Append original ticket when customer replies to automated notification rather than creating a new ticket.
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
63 votesHey,
This is possible, it requires adding the Ticket number snippet in the Email title ( [#{[Ticket Number]}].).
Please check this following KB: https://support.atera.com/hc/en-us/articles/217598427-Create-email-templates#Createemailtemplates
Hope this helps!
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Approval process workflows
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.
58 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
KB on the matter: https://support.atera.com/hc/en-us/articles/22963600642460-Manage-ticket-approval-requests
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Ticket queues / Technician groups
Hello Atera Community,
I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.
Why Ticket Queues?
Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.
Assigning Tickets to Queues
Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we…
56 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
KB on the matter: https://support.atera.com/hc/en-us/articles/13859463867036-Manage-technician-groups
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Calendar Integration
The ability to integrate your personal or shared calendar to Atera (Office365 or Google) in order to create calendar events from within a ticket and see the scheduled event from within the ticket in Atera.
54 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Redesign Client email vs Private note layout.
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.
52 votesHey all,
I am happy to let you know we've improved the navigation between Public replies and Private notes in the new ticket GUI!
The switch is now directly within the context of the text area, and we're also saving you 1 click each time for the switch :)
I've added a screenshot for your convenience.
Hope you enjoy the new page,
Yakov
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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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No signature on internal notes
Please allow disabling personal signatures on internal notes.
48 votesHey all,
We are happy to let you know the signature is will no longer be included in internal notes in Atera's ticket page.
Upon changing a response from public to internal, the system will find the HTML code used to compose your signature and remove it.
We hope you enjoy this addition and enjoy a cleaner internal conversation documentation.
Thank you for helping shape Atera for the better,
Yakov
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Tickets: Internal Notes as Default and Not Use Emails
Ability to choose "internal notes" in ticket as default and not use the "email" part.
46 votesHey everybody,
I'm happy to share that we've just released the ability to change the default ticket response type!
You can do so by navigating to Admin > Settings > Tickets and switching between a public reply and an internal note.
This can help those of you who mainly use internal communication, or if you simply want to stay on the safe side of things and not message your users accidentally.
Thank you very much for the suggestion and we hope you benefit from this new feature.
All the best,
Yakov
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