I've used multiple PSA's/RMM and Atera is the 1st PSA I have not been able to assign multiple technicians to a ticket. This is something I ASSUMED was just a basic feature and I would not have to ask for it. Atera has a few things I like but I ask to leave the platform everyday because I cannot add multiple technicians to a ticket. I will always tell other MSPs to stay away from Atera until this basic issue is resolved.

Three years to START development on a feature considered necessary by most ticketing software standards. Oh boy I must have a fun experience ahead of me as we transition to Atera...

This lack of ability is the main reason we are considering leaving Atera.

We need to be able to assign more than one tech to a ticket and track separate time entries on the ticket for each tech.

As in Zendesk there are also Technician groups as well as direct techs. We want to be able to assign a ticket to a group of techs instead of just one. Since we are all over the world we have techs in different timezones we would like to be able to assign.

Assigning tickets to a group would be much easier.

Throwing my hat in the ring here too - yes please.

We have projects that multiple engineers/technicians work on at the same time. It would be great to allow more than one engineer/technician to be assigned to a ticket.

im in the same boat except my issue is that if you have 3 tech's in the client and one is out sick, no one knows that he has a pending job till he gets back in town.

In many cases, mine as an example, there are multi-level IT departments. The lowest level technicians in my dept handle simpler tasks and can also reassign tickets to other higher level technicians.

My request, and this is something other solutions have already, for ticket assignment automation purposes. We should be able to assign to a group of technicians. This way I do not need to give my level 1 technicians admin access to see all available tickets. If I can group them into "Level 1" and then assign the ticket to "Level 1" then all of my Level 1 Technicians could see the tickets and assign them to themselves or to others.

Also a toggle setting per group where they can only see their group or select/all other group tickets would be helpful for management purposes.

This is one of several roadblocks for us not using ticketing.

We wanted to use auto assignment between our two help desk techs and allow them to escalate to the next tech if needed but I cannot configure auto assignment to include just two users. It would be helpful if we could set the users who will be in the auto assign groups which seems to be what you are looking for as well.

As we grow, this is becoming a much more needed feature. We use the tickets to keep track of our projects and need to have multiple technicians see the tickets showing up in their views of things assigned to them. Our previous helpdesk had this feature, and it was utilized often.

The current Auto Assignment includes all active techs, and we cant specify a specific group of techs. We need to assign more than one tech to a rule. When we add multiple techs to a rule, tickets are only assigned to the last tech in the list.

We need the ability to assign multiple technicians to a ticket. We have several tickets that we would consider projects requiring multiple technicians to coordinate assigned tasks.