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Ticket queues / Technician groups

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.

46 votes

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Taylor Anderson shared this idea  ·   ·  Report…  ·  Admin →
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Planned  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded  · 

Hey all,


After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues


The new module allows:


  • Creating technician groups for better team organization
  • Assigning tickets to groups for efficient workflow
  • Filtering and creating custom ticket queues to manage priorities in the tickets list
  • New ticket automation rules improvement with new triggers, conditions, and actions


Some use cases for this new feature are:

  1. Auto-assigning tickets to queues based on conditions
  2. Notifying admins on escalations
  3. Round-robin ticket distribution between group members


We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!


Yakov

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  • Michael DeCicco commented  ·   ·  Report

    Ticket Rule to Auto Assign ticket based on Form Assign to specified group.

    Example:
    Tier 1: Tech 2-5
    Tier 2: Tech 2-3

  • Ethan Phelps commented  ·   ·  Report

    Introduce the ability to create and manage “groups” to facilitate the distinction between different support levels, such as second-line and third-line teams.

    Currently, the platform does not support the creation of teams, making it difficult to differentiate between various support tiers (e.g., second-line vs. third-line teams).

    Implement a feature that allows users to create and manage teams. This functionality will enable the clear categorization and assignment of tickets based on the support level, improving workflow efficiency and team organization.

  • Tomas Jacobsen commented  ·   ·  Report

    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.

  • abigael abigael commented  ·   ·  Report

    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

  • abigael abigael commented  ·   ·  Report

    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

  • rob commented  ·   ·  Report

    Add the ability to create groups for technicians.

  • joe.miller commented  ·   ·  Report

    Filter reports by ticket queue. Currently report data is skewed by non support tickets. Example: Run a load Analysis report but only against tickets in the support queue, automated backup tickets that are sent automatically to the backup queue shouldn't be shown in the report.

  • martin.wharton commented  ·   ·  Report

    Multiple ticket queues. Using multiple email addresses. But being able to send/reply as the additional email address. I don't want customer to have the reply for each different queue from the same email address.

  • Colin Hill commented  ·   ·  Report

    I would like to be able to group technicians into teams, this would allow the use of auto-assignment to a subset of technicians based on the ticket scenario. The current auto-assignment is all or individual which is not quite granular enough. Use case examples; (1) All new tickets could be auto-assigned to a 1st line team so that the 2nd and 3rd line teams do not get caught up with basic requests. (2) Tickets for products could be auto-assigned to members of a team supporting a specific product or team members who are skilled in the that product so that only trained individuals get assigned the ticket. (3) Tickets for certain customers could be auto-assigned to members of a team supporting that customer. Thanks.

  • it2swbrown commented  ·   ·  Report

    We would like to be able to create groups of technicians so that we can auto assign tickets to the correct group and also escalate tickets from one group to the next. Example: Tier 1 Techs - Joe, John, Joanna Tier 2 Techs - Jeff, Jamie Tier 3 Techs - James, Jack Auto Assign tickets for printing to Tier 1 Techs group Auto Assign tickets for network share issues to Tier 2 Techs group Auto Assign tickets for switching issues to Tier 3 Techs group Auto Assign tickets for an Outlook issue to Tier 1 Techs group but it winds up being an Azure AD issue so it needs to be escalated to Tier 2 Techs group.

  • Clarity Tech Support commented  ·   ·  Report

    Ticket queues. Need a way to have Level 1 tech support queue, Level 2 queue etc to help smooth out escalation and initial response processes

  • barry commented  ·   ·  Report

    Multiple ticket queues such as Sales / Projects / helpdesk

  • nate commented  ·   ·  Report

    Queues - Ability to separate tickets in a more 'queue based' setup