235 results found
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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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Simple Mobile App improvement with big benefits and really simple to do
When I click on the Customer in the mobile app, if you were to remove the Customer Logo, dial button and location from the General and Devices pages you would create a much more useable space. Pretty logo's are actually limiting functional space in this instance, it would be a real benefit if it was gone particularly when scrolling devices.
2 votes -
notes
It would be helpful, beeing able to write own notes to a device. Having some fields we can name ourselfs. eg Warrantie End, When bought, where bougt, several fields with free text. Not a attachend file, which i even cannot see that is one there in the device oerview
2 votes -
Recurring Tickets
Ability to recur tickets on daily, weekly, monthly, annual basis
2 votesHey,
This is possible: https://support.atera.com/hc/en-us/articles/360015669280-Schedule-a-ticket
Thanks
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Ability to 'nickname' PC's
Customer has many computers with generic names - would be nice to have a field in the device that can be searched to find 'Jennifer' for example or even to add asset tag information.
2 votes -
Expend Contacts API to support retrieving contact by phone/email
Could you please open the API to be able to search contacts by Phone field as well as ID field? Our phone system allows integration with any system that has an open API, but uses the calling number ID to do the search.
2 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
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Add Customer
Now you can add a new customer right on the Customers page
2 votes -
Agent Installation redesigned
We've made installing an agent clearer and more streamlined with a smart redesign.
2 votes -
Supporting Powershell option
We've added PowerShell to the list of device 'Manage' functions. Now you can use PowerShell from within Atera!
2 votes -
Customer Satisfaction Report and New GUI
It is fundamental that when managers are creating reports the customers comments are also included, other tools out there all do this not sure why Atera have missed this out and also the new GUI interface does not show the ratings. So for me to get the comments I have to switch back to the old UI to get the customer comments which is not ideal
1 voteHey,
The survey reports are now visible in the new GUI.
Hope you enjoy this new addition
Yakov
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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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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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Adding customers in the mobile app
I found the other day when on-site at a clients office that I was unable to add a customer while using the Atera app. Did I miss something here or was that an oversight? I am requesting that an add button be placed in the app so we can add customers on the fly if that is possible. I get new clients while on the go all of the time and usually either have to get my laptop out or write it down on a piece of paper then add them when I get back to the office. This is…
1 voteWe're excited to share that we released the option to add a customer from the mobile app! We greatly appreciate your suggestion and thank you for bringing it to our attention.
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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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Set tickets that are being replied to after being Closed to Reopened status
When a customer replies to a closed ticket the ticket then reopens and the Ticket Status is marked as Open. Would like a Ticket Automation Rule that will set tickets that are being replied to after being Closed to a Reopened status. We can then set up another rule to email the Technician the ticket was reopened. This will also be easier for us to track how many tickets have been reopened.
1 voteHey Bill,
Today, there already exists an automation rule to reopen the ticket (feel free to look at it under Admin > Ticket Automation Rules).
You can simply add another action to that rule to email the technician (action -> send email to technician) and attach an email template you've created.
I'll attach 2 relevant KBs but feel free to reach out to our support team via email or live chat if we can further help out!
https://support.atera.com/hc/en-us/articles/217598427-Create-Email-Templates-
https://support.atera.com/hc/en-us/articles/360018434920-Ticket-Automation-Rules
Hope this helps!
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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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Save filter for ticket view
Mobile app always shows all tickets, I would like to see only open tickets by default
1 voteThe last Tickets view on the mobile app will now be automatically saved!
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Unable to select and copy user's name from under Requester Info section of ticket
Need to open the contact, then select and copy "First Name John Last Name Smith" then paste that then format then copy "John Smith".
I should be able to select and copy the ticket requestor name from the ticket as "John Smith" in one go, but also be able to do the same from an Atera user contact page.
1 voteHey Denis,
Thanks for suggesting!
I believe we already support this.
If you right-click John Smith and click copy you should be able to copy the entire name without having to go inside the contact page.
Attached is a screenshot.
Hope this helps!
Yakov
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Manual Assets
It would be good to allow the creation of 'manual assets', eg. printers, IP CCTV, switches, WAP's, and other devices that don't necessarily have an agent installed, but enough information manually entered to negate the need for things like IT Glue, SI Portal, or Hudu. Would gladly pay extra if it met my needs. Of course the mobile app would need to access this information too (IP's, passwords, documentation etc).
1 vote
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