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Ticket Templates/Forms

It would be helpful to have ticket templates/ticket option type for the end user creating a ticket.

For example, the end user is requesting a new hire setup. They would be able to go to create a ticket and have the option to select "New Hire" ticket. Then, fields would appear that have been customized by the admin.

On the other hand, maybe even having an option create a form for end users to fill out and generates a ticket.

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

Hey all,


I am excited to announce that ticket forms/templates are now avalibale in Atera! 

This brand new feature allows you to curate and customize different forms, thus controlling the order and appereance of different custom fields on a ticket level.


Forms are supported in both the technicai nand portal side of things. We hope this feature will be extremely beneficial for your internal processes such as Employee onboarding, service requests, etc.


The feature is supported for our users leveraging the new ticket page UI, which is currently being rolled out to all of our customers.


To read more, check out this KB: https://support.atera.com/hc/en-us/articles/10190669862428-Ticket-form-templates


Thank you for raising the idea and making Atera better every day, let us know what you think about this exciting release!


Yakov

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  • Sarah Keown commented  ·   ·  Report

    Yakov Can you guys fix it to where it only shows the available Ticket Forms to choose from by default when a customer is in the portal instead of showing ALL fields until they choose a template? Its VERY messy

  • James Coates commented  ·   ·  Report

    I was wondering if this was possible, implement a form system that if a new user is requested to be setup it would log a ticket for us and also for leavers. Each form can be assigned to a specific customer.

  • Ray George commented  ·   ·  Report

    Need the ability to have multiple ticket types display on the customer portal possibly as tabs.
    for example.. the default tab is for your standard support request. another tab for a ticket type example for new hire request in which it can have a different set of fields (optional or required) to fill out. this ticket can then be emailed to the HR dept. for attention. these additional ticket types should have some sort of permissions against them so they are only available to specified users of the portal. like supervisors.

  • Sarah Keown commented  ·   ·  Report

    Any timeframe on when this will become available?

  • Jo Wilson commented  ·   ·  Report

    Many other ticketing systems include features that allow technicians to quickly create tickets based on templates. It would be good if Atera also supported this functionality.

    I mean templating in the most general sense. Just allow technicians to create pre-sets and partly-filled-in text for various fields in the ticket and save those as an option that we can call up with a single selection.

  • Dhiran Mistry commented  ·   ·  Report

    I would like the ability to create custom forms for the self-service portal, for example, have a New Starter form that users can fill out with custom fields, once the form is submitted it will create a service desk ticket

  • Don Black commented  ·   ·  Report

    I would like to be able to customize the look of the default ticket template or at least be able to add fields and delete existing fields. For my customers, I need to simplify the process as much as possible, otherwise, they may reject using the ticketing system altogether. I just need short description of problem, level of urgency and long description. There are currently too many fields present. Again, I would want to be able to delete any field whether it is a default field or one that I create and I would like to be able to add and position fields where I want them to appear.

  • Martin Riley commented  ·   ·  Report

    It would be great if it were possible to create custom forms and use them within tickets. For example:

    A client purchases a new PC and asks us to configure it for their new member of staff. We create a ticket for the job that includes a checklist of work items that need to be completed as part of the job. That way both we and the client have visibility of exactly what has been done.

    Syncro has this functionality.

  • Dan Thomas commented  ·   ·  Report

    Would definitely like to see ticket templates so we can have templates which have info on standard steps needed e.g. for a leaver or starter process.

    Even better would be being able to create 'tasks' on a ticket which act as a checklist and the ticket template would create the tasks automatically.

  • Luke Slark | Tech B commented  ·   ·  Report

    Would be nice to have more flexibility when creating tickets, we want our customers to be able to create their own tickets without having to call us using their portal login. But at the moment the ticket is very basic. Would be nice to be able to download a template form for new starters.

    Would be nice to have additional options for product family (i.e if customers selects xx then another field appears for them to fill in xx info.

    It is OK having the description box at the bottom, but customers do not always provide all of the relevant information and we waste time chasing for this information.

  • Luke Slark | Tech B commented  ·   ·  Report

    Would be nice to have the ability to embed an attachment on a ticket for the customer to complete when raising the ticket.
    We have a lot of customers that request New Starters & New Device setups, so for us to be able to embed a new device/new starter form on a ticket that gets added to their ticket when it is raised.

    That way we have all of the information needed for the new setup and we have a log.

  • Todd Mahoney commented  ·   ·  Report

    It would be nice to create custom templates for tickets (for technician generated tickets) and be able to assign them to a "product Family"

  • Jason Camp commented  ·   ·  Report

    It would awesome to allow custom forms within the Customer Portal. Example: user wants a keyboard for their work computer. We could program a form with standardized equipment the employee could select from while submitting a ticket

  • Jason Camp commented  ·   ·  Report

    Please add this feature, especially for inhouse IT shops

  • Liam Baker commented  ·   ·  Report

    Working in IT there are lots of new starter and new leaver requests. A built in form that users can access to fill out and then automatically be submitted to the helpdesk

  • richard.harrison commented  ·   ·  Report

    The ability to be able to edit the custom form fields within a ticket form. i.e add or remove fields, edit the dropdown options and set to required or not required.

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