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

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.

Any update on this feature?

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.

Any timeframe on when this will become available?

This would be fantastic!

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.

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

Thisssss! PLEASE.

I was just about to ask for this. I'm glad someone else has already. Thank you!

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.

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.

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.

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.

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.

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

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

Please add this feature, especially for inhouse IT shops

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

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.