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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.

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Darren Millett shared this idea  ·   ·  Report…  ·  Admin →
Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded  · 

Hey 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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  • Dakota Ross commented  ·   ·  Report

    I have seen this in Zendesk, and it was very helpful to see if someone was already working on an unassigned ticket. Typically they were tickets that just came in.

  • Tracey Naleway commented  ·   ·  Report

    I like Espen's suggestion and I agree with Tony's remark and as a manager, I do enjoy the option of jumping in and asking the customer contact clarifying questions that maybe weren't included in the initial request, but I know will be the first thing my techs are going to ask ("I see your computer hasn't been rebooted in a few months. Please turn the computer completely off by clicking Start, Shutdown....and let me know if the problem goes away". I'm not sure which I would prefer better!

  • Clarity Tech Support commented  ·   ·  Report

    If 2 techs are looking at the same ticket at the same time, a popup should notify them that someone else is looking at that request. For work from home teams this would be massively useful as it would stop techs working on the same issue at the same time.

  • Espen Braaten commented  ·   ·  Report

    And when a technician responds to a ticket, automatically assign the tech to the ticket.

  • Tony Ferreira [37] commented  ·   ·  Report

    1000% agree with this... I have been trying to track everyone down to know if the ticket is being addressed.

  • Hugh Goncalves commented  ·   ·  Report

    This is essential in preventing double responses on tickets.

    Even better would be a ticket locking feature. Once a tech is on a ticket, all actions within the ticket would be locked for subsequent techs that visit.

    That is, as long as the original tech is on the ticket or after a set amount of time while the original tech is on.

    For example, Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 leaves the ticket. Tech 2 can now edit/respond to the ticket.
    OR
    Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 goes AFK while on the ticket. After 5 minutes, Tech 2 can now edit/respond.