Ticket Search - Search within tickets to find previously solved issues
It Would be great to have a option to search within tickets.
Problems and applied solutions are described within tickets.
It would be great to have a way to search in this treasury box to find solutions.
Search should be a free search on words as: Internet - Printer - Outlook - firewall - RDS etc etc. The Search should ideally search within ticket title, conversation and timesheets.
I know the feature exists in Autotask and it was a feature we used a lot! We like Atera better but we really miss this option.
Tickets are holding a treasury of information!!
Frank Pietersma
shared this idea
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Jesse Wulf
commented
With the integration of AI, and the cost, I have a hard time understanding how this is not built in functionality. My expectation in a ticket system is to track progress, track time and most importantly, use that data to make my life easier the next time I run into the same issue. Currently, Atera cannot search and find anything in previous tickets. All that data sitting there... useless.
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Ben Tolson
commented
Ahh, another BASIC feature Atera has seemingly never figured out how to do.
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Jeremy Strain
commented
I'm thinking the exact same thing. "I know I ran into this issue before" type problems are the perfect reason to be able to search old ticket info.
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Jorgi | CloudCom
commented
I can't imagine how this got so big without this feature.
We went from atera+zendesk to only atera and what a nightmare it is to find anything. We've abandoned atera search and just hope outlook doesn't bug out when searching our mailboxes -_-