This would be extremely helpful, especially when tickets involved multiple administrators with different access to complete a request that may require touching a domain controller, PBX systems, different email platforms etc

This has been under review for over 2 years. Is this getting implemented or not? A dev update would be nice.

We absolutely need this feature for adding new employees and removing employees, just to name a few examples.

Atera considered development of this feature in the coming months in 2023. Can we get an update on this request as to when it'll be implemented?

Having this option of adding a checkbox item would be invaluable. Autotask have this feature and I used to use it regularly with previously with MSPs when creating scheduled tickets for server checks or new user creation tickets.

I want to use scheduled tickets to assign regularly scheduled maintenance tasks like daily backup monitoring checklists, monthly firewall firmware updates and any other general "list of stuff to do" type situations.

Would like to have the ability to add sub-tasks that we can assign to other agents. Like for a new hire template. The ticket has the main tasks and then has a bunch of sub-tasks to complete displayed below the description a section called tasks would be great.

ClickUp do this nicely

Glaring omission IMHO. Not project management level, just need to be able to note and share detail, not free text in a comment field:
- create ad hoc checklist, ie senior engineer guiding junior on resolution steps
- ability to pull pre-defined checklist from a catalog/KB, ie this ticket is another example of problem X, here's the steps we complete to investigate and resolution problem X. Enables consistent quality problem solving across the team
- simple to do/doing/done status, nothing too fancy

Very excited to hear this may be on the radar!

Provisioning users is one of the biggest pain points for technicians and customers at every org I have worked for and an easy to use checklist is the best method to remain accountable.

My current org just moved to full in house and one of our main adoption points for Atera was the single pane of glass, being able to move between tickets and endpoints in one screen. We are having a lot of friction between on-boarding / transfer / etc which may require multiple steps and people to secure asset budgets, inventory, setup new users, acquire licenses, etc etc which has become our largest problem at this time to understand where we are at on these as it is very difficult to manage within Atera ticket comments as these can quickly balloon out.

Right now we are even looking at making our own work around by creating a checklist from an external source and using the ticket templates to hyperlink out of Atera into a different system. Having even a fairly simple checklist feature as others have suggested where we can use a template for pre-defined tasks as well as add new ones to the tickets would be immensely helpful.

For implementation, I would think that locking the checklist tab in between the Internal note box and the conversation tab would be good so that you can see if there is one set to the ticket once you open it to go review the conversation. Ideally, it would have perhaps an on/off radio button for if that ticket has a checklist, which can then be expanded or collapsed just like the conversation tab. I am a pretty visual person, so for me ideally the box around it would change colors if it is turned on to indicate there are checklist items to complete.

Configurable bullet point task list at the top of the ticket.

This would make it so much easier to read through a ticket instead of having to scroll through the entire conversation. It does not help that responses and internal notes are basically the same color. Please get something better for IT helpDesk features!

I really need this feature to create checklist for things like setting up new employees or removing employees. Syncro has this but they call it worksheets. Example for New Employee Setup could contain:
Install Agent on Machine
Add User to Domain
Add user to M365
Install updates
Setup User on phone system
Add user to public folder calendar

I just would like to see it have a list of items, then a box next to item for writing any special instructions and finally a check box to show it complete. Pretty simple and straight forward.

I personally wouldn't even be looking for anything that was too fancy. Just a Drop-down of customizable lists, and simple check-boxes to visually note when one of the tasks was completed.

For example, a new user setup would be:
Create AD account
License email account
Provide passwords to the user
...

The way I see this working would be to have an admin section where you can build a task list for certain processes.
Example: New Extension Setup
When a ticket is created, you can apply this template to the ticket, and each task will be checked off as it's completed. Only once the tasks have been completed can the ticket be closed. It would be really good to log against each task who completed the tasks.

We would appreciate this feature!

It would be really nice if tickets had a place in which we can add various tasks that need to be completed in order to consider the ticket as "finished". This way we could create tickets and the customer would know at what stage we are actually, and what is still pending to be completed to finish that one ticket. Also, all people following up will be on the same page.

In it's basic form just adding tasks in a ticket. Either one or 10 etc. have the ability to keep adding as the need arises. Sometimes a failed backup ticket from an alert could just have a task to check to say "successful backup recorded" but agents may want to add multiple tasks so this needs to be expandable.

In a more complex form...So, to name another PSA we have used Datto/Autotask. Here they have the ability to setup templates or what they call SpeedCodes, for tickets. So selecting a 'New User Setup - Generic' template would pre-fill in the fields such as
Ticket Type: Request
Product Family: User/Mail Admin
Product: User Create/Departure

It would also create the Ticket title "New User - <Name Here>" and some pre-filled text for the description etc.

But the power really comes in those 10+ tasks it would add for the new user setup so we can make sure office juniors can check off the items as they go to setup the user and escalate what is left or we can be assured all tasks are done (with the name of the agent being added to the task to show who did it.

Additional templates could be added for more complex customers who had their own specific tasks for onboarding/offboarding.

Closing a ticket would then check if all tasks have been completed and it could not be closed (or a reason provided) if tasks not completed. So a task may be setup email on phone but the agent closes the ticket... reason for missing task, end users doesn't want company emails on their phone etc.

"Critical" doesn't begin to express how important this is. We really need this.

This feature is very important. I find that our techs miss steps often when setting up new users or offboarding them.

A ticket type with a mandatory checklist of tasks would prevent that.

We often have processes related to tickets, onboarding and offboarding of employees is the one that jumps to the front of my mind right now. It would be nice to have ticket templates that enumerated the tasks that needed to be completed.