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Internal Communication from Tickets

Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.

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

Hey all,


I'm very happy to announce we have released the ability to communicate internally from within tickets and be notified internal communication.


This feature will leverage the internal notes and CC field of tickets and will notify you if internal notes are posted on tickets you're following.


To "follow" a ticket you will simply need to ensure you are on the CC field of it. Alternatively, you can @ yourself or other technicians in the notes section in order to notify them as well.

I will add screenshots to this update for more clarification.


We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for shared views/ queues on the tickets and devices pages.


Hope you enjoy this new release!


Yakov

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  • Dave Berkenkamp commented  ·   ·  Report

    Ah, I see the included technician gets a notification (Bell in the upper right corner) but no mail. It would be a lot nicer if the included technician also receives the mail, not everybody checks the notifications...

  • Dave Berkenkamp commented  ·   ·  Report

    When I make an internal note with myself and coworkers in the CC field, but I'm not receiving any mail.

  • Stephen Wood commented  ·   ·  Report

    How are the notifications displayed to included technicians? Testing this morning and we are not receiving any notification.

  • Steven Price commented  ·   ·  Report

    This is very important as we have multiple people operating the same ticket. Please push for this feature. Thank you

  • Dave Berkenkamp commented  ·   ·  Report

    I don't get that this is not basic functionality. I see several use cases that you want to be able to update a ticket and mail this information to someone else, who is not the customer, without notifying the customer.

    Various other ticketing systems I have worked with just have this functionality from scratch.

  • Adam Maxwell commented  ·   ·  Report

    This has been under review since August 22, 2021. It's been upvoted and it's not the only request for this feature... Any meaningful update for us on this?

  • Asher Elbaz commented  ·   ·  Report

    Show notification or icon when an internal note has been added.
    It will help a technician know when a supervisor etc has added a note to the ticket

  • Dave Berkenkamp commented  ·   ·  Report

    Same here. We work with tickets with several people, not only the assigned technician. Sometimes we want to update the ticket with information for other technicians, sales or project employees and this information should not go to the customer, but I also don't want to send a separate follow-up email over my regular mail client with "please check ticket <xyz> for updates".

    So the option to send an internal ticket to a random (or pre-defined) mail address would be very helpful, to avoid extra work in notifying colleagues via other ways.

  • DeAnna Birdsall commented  ·   ·  Report

    Internal Notes. When we update with internal notes we do not receive an email update. At least the Assigned Technician should receive an updated email with the Internal Notes.
    There are many times we would like another Technician to see be made aware of Internal Notes. Would it be possible to add (maybe another field) for additional Technician Names (plural), and when we update a ticket with an Internal Note they are also sent an email with the Internal Note contents included?

  • Adam Maxwell commented  ·   ·  Report

    Running into this scenario with several projects that it would be great if I could keep all my communication to the customer and sales department within the ticket but not bother the customer with internal communication to the sales.
    At this time I'm having to keep tracking of messages to Sales from Outlook and then copy them into the ticket (internal note) so we have a clear track record of what has been done on the ticket and what has been communicate to whom and what we're waiting on.