Feature Requests: Automated Reply Sender Address & Dashboard Customization by Technician Group
Hi Atera Team,
Following up on our recent chat with Constantin (Aug 27), we'd like to formally submit two feature requests, as we understand these aren't currently supported but would significantly improve our workflow.
- Automatic Reply Sender Address per Technician Group
We have multiple Support Addresses set up (e.g., knowledge@inc.com for our Knowledge Team, support@.global for Helpdesk Support), each tied to its own Ticket Automation Rule and Email Template.
Currently, when a ticket is generated via a specific address (e.g., knowledge@inc.com), the automatic reply is still sent from the default outgoing address (support@.global), regardless of which address the ticket came in on. This is confusing for our contacts, as replies don't match the address they originally emailed.
Request: Please allow the "Send email to a contact" action within Ticket Automation Rules to use the same address the ticket was received on (or let us explicitly select the outgoing address per rule), rather than defaulting to a single account-wide outgoing address.
- Dashboard Widgets Filterable/Grouped by Technician Group
We've set up Technician Groups (*** Dev Group, *** Technical Group, Knowledge Team) to route and report on tickets separately. However, the Dashboard widgets (Ticket Status, Alert Status, Recent Alerts, Unassigned Tickets, etc.) are predefined and cannot be filtered or split by Technician Group.
Request: Please allow dashboard widgets to be configured or filtered by Technician Group, so each team can see a dashboard reflecting only their own tickets/alerts, rather than the account-wide totals.
We understand from Constantin that both of these are outside current functionality. We'd appreciate these being logged as feature requests, and any update on roadmap timing would be helpful.
Darshana Wimukthi J
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