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Custom Ticket Statuses

Custom ticket statuses rather than just 'Open, Pending, Resolved & Closed'

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

Hey all,


We're happy to announce we've released the ability to create Custom Ticket Statuses in our latest release.


The way to create those would be by going to Admin > Custom Fields > Tickets and heading into the "Status" field.


You can read more about it here: https://support.atera.com/hc/en-us/articles/215952967-Add-Custom-Fields-#h_01FWXWNGEBY7T18N5YYANJHK69


We plan to introduce more granularity into the behavior of these statuses later this quarter, and to allow you to chose the behavior of the statuses (act as "pending", "resolved" etc.).


For the time being, we hope you and other users can start leveraging the feature with the given functionality already :) 


Best,

Yakov

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  • Joaquin Alvarez commented  ·   ·  Report

    Now that we have custom statuses, we created one called "On Hold" but we are unable to have it be off the SLA. Can this be configured to be Off SLA Please!

  • Wes Gale commented  ·   ·  Report

    we have resorted to using a secondary ticket status field to show "deferred / scheduled / awaiting 3rd party support / awaiting internal sales" etc. However not being able to show that custom status on the main ticket page makes it nearly useless because we have to open up each ticket individually to check what the actual status of it is.

  • Darren Millett commented  ·   ·  Report

    I have been asking for this since we started using Atera (over two years) a simple request. I would love to see if anyone is using them as I can't see any use for both Pending and Resolved... pointless!

  • ZN commented  ·   ·  Report

    I'm surprised this is not an option yet. The 4 options provided by Atera are not working for me. I would like to modify them and add some more options. Can you please add this feature ASAP?

  • Logan Byrd commented  ·   ·  Report

    Insane that this does not exist. Tags could be a partial replacement, but can't be used with automation.

  • Johnny Rodriguez commented  ·   ·  Report

    It would be helpful if we can customize a ticket status and name it to onsite so that we can give the ticket more time and handle that ticket onsite for our clients.

  • Lawrence Yau commented  ·   ·  Report

    Under review for 6 months?? This seems like a *very* easy feature to implement

  • Michael Cudjoe commented  ·   ·  Report

    Agreed! it would be great to have some flexibility in the status' for tickets

  • Jonathan Gauthier commented  ·   ·  Report

    I agree, would be amazing to have an option for "On Hold". When a customer reports an issue and the ticket is on hold for parts, or on hold because new information was presented and now waiting on approval.

  • Tony Ferreira [37] commented  ·   ·  Report

    I have requested this in the past and have been waiting for any type of movement on it but unfortunately month after month I am disappointed. Something that I need on a daily basis seems to be dismissed and instead I get monthly updates with "Great features" that I don't use or features are at best something that are set it and forget it. I have to jump thru hoops to adjust my workflows to the existing rigid statuses which drive me insane on a daily. I was under the impression that Atera was supposed to make my life easier not harder.

  • Brandon Boyd commented  ·   ·  Report

    Custom ticket status
    I'd like a ticket status of 'escalated' to show we are working with a 3rd party to resolve the ticket.

  • Joshua Mathews commented  ·   ·  Report

    I second this option, along with renaming current statuses. My workflow is generally like this:
    New
    In Progress
    Waiting for Customer
    Waiting for Vendor
    Scheduled
    Ready to Bill
    Completed - Billed

    Then for Purchasing I use the following:
    Estimate Sent
    Order Placed
    Order Received

  • Jason Bridgeman commented  ·   ·  Report

    I come from using the BIG CRM's like Autotask and ConnectWise.
    It is extremely useful to be able to create more than just the default ticket statuses.
    Like another user had mentioned if we can create a flag to see if another user is working on it. An 'In Progress" status will do that job.
    I also like to sort tickets by their status and just being in the open status is not good enough.
    -Thanks!