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  1. This is a major flaw. We have no idea how many tickets we have lost because of this.
    Tickets should be linked to the customer not the contact.
    Contacts can be employees who might get fired, quit or come back.
    If you delete a contact it should just get hidden so that it can't be used on new tickets. And the contact should still show up on old tickets and should be allowed to be used in reporting.

    And there should be a way to show deleted contacts incase the employee comes back.

    626 votes

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    12 comments  ·  Tickets  ·  Admin →
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  2. 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)"

    105 votes

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    4 comments  ·  Tickets  ·  Admin →
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  3. Atera's ticketing system would be greatly improved if Atera staff had to use it as their tool to support their clients. This would help this part of their product to mature much more quickly.

    306 votes

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    8 comments  ·  Tickets  ·  Admin →
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  4. When a technician assigns a ticket to another tech, it would be useful to send a notification that a ticket has been assigned to them. We are struggling with finding a straightforward solution when time-sensitive tickets need to be responded to by another tech quickly because of a lack of notification options.

    65 votes

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    1 comment  ·  Tickets  ·  Admin →
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  5. Need a feature to edit internal notes and delete internal notes.

    10 votes

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  6. When the Merge ticket box comes up instead of having to know the ticket number or title can a list of open tickets be displayed in the drop-down list

    7 votes

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  7. It would be AWESOME if we could manually reorder tickets (a sort of custom order) by dragging them up and down the list. And/or pin tickets to the top of the list.

    Basically, a way to customize the ticket list in order to organize priorities when starting our day. Because sometimes you don't want to start changing priorities for tickets. Sometimes you decide you will address minor requests while working on major problems at the same time.

    So in the morning, you move (or pin to the top) the tickets you plan you'll be able to work on that day...

    10 votes

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  8. I'd like to be able to use the form templates to not just select a field, customer or default, but also to select what the field should be.

    Example, I create a form template to automatically select the user to move a ticket to, as well as change the status/impact/etc with just one click instead of setting all the fields manually. Custom fields are used for denoting if a ticket is a project or not, so being able to change a ticket into a project and have all the fields fill in for me would be greatly beneficial.

    6 votes

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  9. Activity Status "Awaiting on customer reply" should stop the SLA as well

    90 votes

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  10. On the Ticketing page the columns are locked to the default fields. We don't utilize the SLA field within our organization; and the new sentiment column is also irrelevant.

    Allowing the end user to change what is displayed on the ticketing dashboard would allow for extra space for fields that are relevant, like allowing for longer ticket titles to be displayed.

    17 votes

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  11. in old UI when adding time you are able to just delete the default time entirely and enter :xx as a shorthand for 0 hrs xx min

    in new UI it requires entering 00:xx or it thinks you are attempting to enter it as hours

    Please bring back the :xx shorthand for only minutes

    4 votes

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    1 comment  ·  Tickets  ·  Admin →
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  12. Save a ticket as a PDF, but before doing so have the ability to "hide" internal notes.

    This is handy if you want to present the ticket to the client without displaying internal notes

    37 votes

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  13. set default values of fields in the form template

    5 votes

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  14. We need to have a Ticket Type of Test so we can filter by Ticket Type in Technician Reports.

    3 votes

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    2 comments  ·  Tickets  ·  Admin →
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  15. Would be nice to have a spell check and/or spell correction when adding notes or modifying tickets.

    63 votes

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  16. Need WYSWIG Knowledgebase creation with images. Plain text is too basic.

    7 votes

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  17. My group has a ticket spam filter in place that has well over 8000 tickets built up. It would be great if a simple "view all" or ticket display range that goes beyond 20 were created. This way I don't need to lock up my browser endlessly scrolling or deal with the delay between deleting 20 tickets at a time. This is a simple and efficient change that would greatly help out those with large amounts of tickets for services that need to be logged, but ultimately will be deleted.

    8 votes

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  18. I'd like to be able to determine the order of the ticket properties, as there are a few that we can't seem to move, even if the default and the ticket form have them in a certain order. Some items, while important to know, are not often changed and therefore could be further down on the list but do not show as so, even when on the bottom of both 'custom fields' and the form template lists.

    4 votes

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  19. Be able to subscribe to a ticket and get notifications when Technicians reply or customers reply to tickets assigned to someone else.

    4 votes

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  20. Custom statuses that act as pending, blend in with pending status tickets. Adding a color option for custom statuses would help differentiate from pending.

    6 votes

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