Time based ticket automation rules
Timed ticket automations
I.e Whilst ticket is in 'Awaiting customer Response' status, after 24hrs send a reminder email to customer.
After 48hrs, auto close the ticket
I wanted to give you visibility into our Q3 roadmap as it relates to your feature request.
This quarter time-based ticket automations will be added to allow various time-based actions such as resolving a ticket, automatically closing a ticket, or alerting an admin.
Stay tuned for our Product Release notifications.
Natie Rautenbach commented
A new Ticket Automation Rule that will allow you to set a time for a ticket to be moved
For Example: move a ticket from "Pending" to "Open" if the ticket has been pending for more than two days
Frank Ricciardi commented
It would be great if tickets that have no activity from either the customer or the technician generated an alert after a definable period of time.
Robert Beyers commented
create automation where if a ticket has been waiting for a client reply for greater then 7 days, reply with a message saying we are closing the ticket reply to reopen and then close the ticket
Danielle Weaver commented
Ability to create notifications based on time. For example, if I want to receive a notification if a ticket has not received the first response within 30 minutes. Or escalate to a manager if no response within 1 hour.
Clarity Tech Support commented
Hi Atera team,
We’re interested in getting alerts for management when tickets are not responded to in a certain amount of time.
In particular, we want to know;
* If a ticket sits unassigned for more than X hours
* If a ticket has been replied to by a customer and sits for X hours without one of our staff responding to the customer's response.
We need this to show us how the team is performing and whilst the SLAs provide some information, we would like real time alerts when a response threshold has not been met.
We’ve been looking at the API and may build a web app to query ticket created time and LastTechnicianCommentTimestamp in order to calculate this separately ourselves.
The outcome is we want an alert that tells us if our team have let a ticket sit too long. Unfortunately we’ve found the SLAs in Atera don’t work properly, particularly beyond first response time.
Omnispring Support commented
Would like a feature where we can set a ticket to auto close in 24 hr
Josef Frelin commented
Indeed. This would easily save hours of work/week on having timed automation actions for various events. Count my vote too! :)
D Chamberlain commented
Just to add to this, it would be very helpful if this was implemented by simply allowing us to use timers as a condition in Ticket Automation rules rather than as a hardcoded feature (something like a "Warn after x days" "Close after x days" option). This is because there are a number of other possible rules that would also benefit from timed conditions
Luke Edge commented
This is a big thing that Atera is missing and every other helpdesk system has.
Lawrence Yau commented
Any ETA on when this might be available? Is there a threshold on votes before something gets implemented? Something like this should be standard...
Or if we could just set our own "Due Date" on the Ticket Automation Rules, could achieve a similar result.
NexGen Support commented
Configure Atera to send an email to the customer if they don't respond to the ticket in a certain timeframe (48 hours). Then the ability to close the ticket automatically if they don't respond.
There is no "daily" or "set time" trigger for automation. Only Created, updated, response, etc. This would greatly improve automation of reminders or ongoing tasks
Chase Bordeaux commented
If a ticket is in "Awaiting Customer Response" - Have a setting to enable which sends out an automated message stating their ticket will be closed in 24Hrs or so if they do not respond.
Also autoclose/resolve the ticket after a specified amount of time.
Randall East commented
Some engineers are better than others at keeping tickets caught up. It would be nice to have ticket automation that would send a reminder to engineers after a specified amount of time if a ticket is still open.
Mark Liskay commented
Really could use this feature. It makes ticketing a manual process when it could be automated. Major time waster for us.
Mat Shipway commented
This would save an enormous amount of technician time. Strongly upvoted.
Stuart Mitchell commented
I only just noticed this feature isn't available. In any modern ticketing system, this is a necessity!
Nikos Lourotos commented
This is an extremely important feature, especially when it comes to ticket closure. We have an internal process for example, based on which, if a ticket is flagged as resolved by the engineer and no input is received by the customer for 48 hours, the ticket is automatically closed by the system (this is actually how our current ticketing system works). For an MSP, this is an extremely important feature, as customers will never close a ticket and you either end-up with 100s of tickets that are not closed when they should be, or with someone spending valuable time reviewing tickets that should be closed.
Adam Macy commented
Perhaps add the option to auto change to closed, resolved or pending.
But yes, please please add this. I spend a lot of time manually closing old tickets out and I dread it.
abigael abigael commented
It would be fantastic if there was an automation rule that was against time entry – so when time was entered, if ‘total time’ on the ticket was above ‘XXXminutes/hours’ then send an email to <this address> using <this email template with details on the total amount of time/ticket etc>