I'd also like to be able to control ticket properties in my email reply. For example, including "#note" in my email reply would just make it an Internal Note instead of Public Reply.

More examples:
"#close" to close the ticket
"#assign to John Smith" would assign the ticket to a tech
#cc jsmith@client.com" would include someone on the ticket
"#merge 123456" would merge the ticket with another ticket

This would be extremely helpful for us.

We have one client that will send an email to numerous recipients and include the helpdesk email. Which creates the initial ticket. However, the multiple recipients will reply all to the original email which does not include the Ticket # in the subject field. Thus creating multiple tickets for each reply. There should be logic built in, if the recipients and subject line are the same it should add those comments to the first (original) ticket that was created.

Same here bud. Hoping to use Atera over Spiceworks for ticketing and being able to work tickets via email was very helpful.

With the current status of the web interface for the ticketing system + the mobile app (constantly forcing me to sign in, not showing the latest reply on top etc) could the team please consider allow us to interact with the ticketing system via email like many of the popular ticketing systems (e.g. Freshkdesk) do?

For example, before using Atera I used Spiceworks Ticketing (really showing my age here) and then Freshdesk support after that.

Both allowed me to do things like e-mail helpdesk@my-msp.com then in the email add a hash-tag command.

For e.g. if one of my our customers called one of our techs - and the tech wanted to quickly log a ticket, instead of stumbling through the interface they can just send an email:

from: steve@my-msp.com <--- this is the tech's email address
to: helpdesk@my-msp.com <--- this is the atera mailbox
subject: request for support

and in the body, they'd put a description of what the issue was, along with

#created by jon
#assign to steve@my-msp.com

And that would set up a ticket and trigger the appropriate automations - same as if it were logged from the web portal.

Similarly, if i wanted to respond to a ticket, I should just be able to respond to the email notification Atera sends me. Then, the system parses the email, updates ticket history and then sends an outbound email to the customer(s) - or whoever is on the ticket.

These are all basic functions of any ticketing system.

That way, my interaction with the ticketing system is streamlined and I don't have to open the barely-functional app or the web page that constantly asks me to log in. This is a real hassle when I'm on the go and I need to respond to a ticket quickly.

Please add this! Really need it to reply quickly on the go.

This is THE BIGGEST complaint from my technicians...replying to an email is SOOO much easier than logging into app to respond....PLEASE ADD THIS FEATURE!!