Ability to forward a ticket
Use case is mainly to communicate with 3rd party, without having to change the customer the ticket is under.
AdminYakov Gorbulsky
(Product Manager, Atera)
shared this idea
Hi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Hi everyone,
The feature has been released: https://support.atera.com/hc/en-us/articles/360012450754-Handle-a-ticket#Communicateviaemail
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Dima L
Technical Product Marketing Manager
Atera -
Lawrence Yau
commented
This is important when we need to communicate with a 3rd party - e.g. vendor support - while having all communications logged against a ticket we have open with a customer.
We don't want to change the requestor to the vendor, just to send them an email, since the customer is still the requestor, and we don't necessarily want the customer being bothered with communications between us and vendor support.
Additionally, using tickets to manage these communications with vendors also allows multiple technicians to deal with the vendor and still have the complete history.