Implementing Ticket Queues
Hello Atera Community,
I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.
Why Ticket Queues?
Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.
Assigning Tickets to Queues
Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we can have internal projects with no one specifically assigned to them other than just the queue. This would seamlessly integrate into the ticket automation feature already in Atera. This feature would streamline our ticket management process, enabling us to utilize specialist resources more effectively and reduce the time spent on manual sorting.
The Bigger Picture
Incorporating ticket queues can lead to better organization, allowing for specialized handling of distinct issues. It also opens doors for automation, where tickets can be routed based on predefined rules, thus minimizing the margin for error and operational bottlenecks.
Your Support Counts
I believe this feature could be a game-changer for many of us here. If you agree, please upvote this idea and share how you think ticket queues could benefit your workflow. Together, we can make a strong case for this much-needed enhancement to our Atera toolkit!
Thank you for considering this proposal. I look forward to your support and any additional insights you might have.
Taylor Anderson
shared this idea
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Tomas Jacobsen
commented
We have achieved this by adding our own custom field named "queue" with a dropdown of the different queues. Then we filter on that property.
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abigael abigael
commented
Ticket queues: . We got multiple lines of operations from within the team that uses the platform. Helpdesk, that’s request coming in that are taking via a telephone call, email and process. And we try to resolve this remotely. Then we actually have a field agent that needs to go there and solve the problem. We’ve got from a PSA perspective, we have sales activity. To be able to have a queue for the sales team. We’ve done both tags/queues. But we need more.
Tags, custom fields and Automation rules are not enough
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abigael abigael
commented
Assign tickets per department: We have several departments that is using out ticketing system (sales, support, training). There is no departmental view inside of Atera. The ability for different departments to see their own queue and see which tickets are not assigned. Ability to also limit the view such as, a Sales team member should not see the tickets in the Finance queue.
The ticket views are not enough