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Email technician when they have been @ tagged on an internal note of a ticket

When you make an internal note and @ tag an engineer, That technician should receive an email saying "You have been mentioned on a ticket (hyplink to ticket)"

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Peter Harding shared this idea  ·   ·  Report…  ·  Admin →
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  • Andrés Fraga Trespalacios commented  ·   ·  Report

    I was about to create a feature request about this. This is the only feature holding us back from switching to the atera ticket system. An email notification is a must have! Our old ticket system uses this feature as well and so did another ticket system I used in a previous company. It is important to stress out that this is a necessity.

    Typical scenario being that some of our technicians don't have atera open all the time. If a customer calls about a ticket assigned to that technician while that technician is away, a colleague typically steps in and takes internal notes for that technician. If these coworkers are not seated in front of each other in the same office etc. then the colleague will have to send the technician an email since he might not get the atera notification. Therefore making us unable to keep up with our SLAs due to an increased reaction time. The severity of this problem increases when applied to bigger companies or companies managing a lot of daily tickets.

  • James Yoon commented  ·   ·  Report

    The lack of this feature is causing significant communication issues, forcing us to rely on alternate solutions and workarounds, which has been frustrating. It is critical to add this feature.

  • Anton E commented  ·   ·  Report

    I would like to have this option linked to a ticket automation rule so that it can send neat html mails notifying the tagged person. Similar to assigned person automation rule.

  • Cory Gandenberger commented  ·   ·  Report

    we need push notifications on the mobile app and or the email sent whenever a ticket is updated, changed, or mentioned via the ticket.

  • Brian Jenkins commented  ·   ·  Report

    This is a must to add!! We have to have the ability to communicate across all platforms, Web UI, App, push to text, push notification, email... etc.

  • Kyle Mark commented  ·   ·  Report

    How this only has 39 votes is baffling, This is a major flaw. Every other ticketing software has this feature. Day 1 this should've been implemented, not sitting in some forum where we all vote on it.

  • Brian Jenkins commented  ·   ·  Report

    Or the ability to set it up however you want the technicians to be notified. Maybe it is a text on their phone, or email. This seems odd to me that the @ mention is there and it does nothing other than an alert once you are in the web app, which is very important as it does not do anything on the mobile app, so there is no way for that tech in the field to get notification unless they are logged into the web app. This feature should be moved up immediately

  • abigael abigael commented  ·   ·  Report

    Get an email when a technician writes an internal note on the ticket you're assigned to