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.
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,
Technik User commented
We would also like to be able to reply to a ticket without sending an e-mail to the contact (send it out to somebody else in a CC but not the customer).
Right now it's impossible.
Also we need an option not to send the entire conversation including things not concerning the contact to the contact when we do want to reply to them.
Kelly & Carisa Hunn commented
At the same time, being able to send out to multiple people at the opening of a ticket.
Ricardo Pinto commented
Possibility to configure rules per costumer and not for all of Atera.
Also, automation rules within tickets status change, example : automatically change status from resolved to Closed after X amount of days, usually 7
Mike Grieco commented
Yes, can already do this thru customization, but make the process easier please.
Benny Goinar commented
You can already do this via a custom field and automation
Dexter Thrift commented
This was a huge issue for me when we first started with Atera. After a bit of back and forth with their support team I found the automated emails area and the bit about what to do when a ticket is opened. I played with that a bit and got it changed so that when a ticket is opened it sends an email to the tech it is assigned to with a little premade email that they can fill out with parts and such to send in to the dispatch team. I also setup a rule so that when a ticket is reassigned it sends an email to the new tech with large notation that "THIS TICKET WAS REASSIGNED TO :technician_name: on the day of :current_date:" or how ever the formatting is.
To the Anon that submitted this I would look into it mate! Perhaps ask about in the facebook atera group about it even? Good luck!