when replying to a ticket from an email client as the agent, the comment is not added into the ticket.
when replying to a ticket from an email client as the agent, the comment is not added into the ticket.
For instance, emails to helpdesk@domain.com get sent to atera. A helpdesk manager replies to the original email within their email client rather than in atera. Atera does not properly ingest this as a new comment, even though the helpdesk@domain.com was CC'd. Also, when the customer responds to that helpdesk manager email, atera creates a new ticket rather than merging from the original ticket. Freshdesk handled all these scenarios with ease. Atera is frustrating to deal with for ticketing. Much more focus needs to be put into the ticketing aspect.
Alex Vanderkooy
shared this idea
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Alex Noce
commented
There are many problems with the ticketing system when compared to the basic features of Jira - a completely free ticketing system for under 10 users.
I was just about to post this idea myself, as I also noticed the behavior where ticket participant changes can only be changed by an agent by using the ticketing system itself. Nobody has the ability to add participants naturally through an e-mail, even if that person is the original requestor adding participants to their own reply to the ticket. That comment is registered, but the participants are not added and will not receive subsequent updates unless an agent notices the additional person from the email itself and adds them manually before responding in the ticket.
This is a MASSIVE oversight that literally ALL other ticketing systems have figured-out.