731 results found

1. Allow for customization of columns on ticketing screen

   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.

   278 votes

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   36 comments  ·  Tickets  ·  Delete…  ·  Admin →
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2. Email technician when they have been @ tagged on an internal note of a ticket

   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)"

   260 votes

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3. Change management

   Change management. For tracking changes made in different setups. I.e microsoft security setup. With suggestions, status for implementing changes and so on.

   141 votes

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4. merging tickets

   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

   38 votes

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5. 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.

   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… more

   46 votes

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   13 comments  ·  Tickets  ·  Delete…  ·  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

6. email non delivery report

   We have had several issues where clients do not receive ticket replies as Atera's mail server has blocked them. In this instance we need to be notified of the block from Atera's mail server and suggest this be implemented using a NDR or other notification back to a nominated email address.

   18 votes

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7. Ability to edit Internal Note on ticket

   I really wish we had the ability to edit an internal note. In the event of an error, it would be nice to be able to hit an edit button and change an internal note.

   20 votes

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8. Improve adding Manual Time Entries

   In the new UI, entering manual time entries is very laborious.

   Having to enter HH:MM:SS and then type AM or PM, twice (start and finish) multiple times per day is very annoying.

   It should be in 24-hour format. So we just enter, for example, 11.48 and 13.17, and that’s it. If we don’t enter seconds then these should default to 00 on seconds.

   8 votes

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9. Assign default values to form templates

   Set default values of fields in the form template

   19 votes

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10. Ticket Export

    Ticket conversation exporting option for legal/HR reasons.

    9 votes

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11. Show/Hide ticket form templates per site/customer

    The ability to choose which forms are visible on the end-user portal based on their site/customer

    7 votes

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12. Merge tickets automatically if they include RE: or FW: and ticket contact is recipient or cc'd

    When someone creates a ticket via email and cc's someone else, the other person usually replies back and we then have a second ticket created with RE: or FW: infront of the subject line, as the cc'd person did not receive the ticket created response with ticket # etc. there should be a way to have the system automatically detect this and merge it into the correct ticket

    13 votes

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13. Time Based ticketing rules based on ticket Activity Status (NOT Ticket Status)

    Exactly as it says... Allow ticket automation rule to be triggered by ticket activity status (which is an automatically updated field), not just ticket status (which is manual and can be forgotten).

    Use case - if ticket is waiting for customer reply for 24 hours, send reminder email. If ticket is awaiting technician reply for x hours, send email to rep and change priority.

    4 votes

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14. Color coding options for different ticket status

    Color coding options for ticket status's.

    6 votes

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15. Tickets reordering

    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...

    25 votes

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16. Add ability to retroactively flag ticket notes as resolutions

    Right now, we have the ability to flag a response as a resolution, and we have the ability to retroactively REMOVE a resolution flag, but we do not have the ability to retroactively ADD a resolution flag.

    The problem is that we might not flag a response as a resolution if we're not sure that it will actually solve the issue. But if it does, then we have no way of marking it as the resolution retroactively.

    It would be very nice to be able to flag a past ticket response as the resolution. It would be nice to even be capable of doing this if it was the ticket creator who discovered the resolution and shared it. Right now, only the technician can flag a response as a resolution and they have to be proactive about it.

    Right now, we have the ability to flag a response as a resolution, and we have the ability to retroactively REMOVE a resolution flag, but we do not have the ability to retroactively ADD a resolution flag.

    The problem is that we might not flag a response as a resolution if we're not sure that it will actually solve the issue. But if it does, then we have no way of marking it as the resolution retroactively.

    It would be very nice to be able to flag a past ticket response as the resolution. It would be nice to even… more

    10 votes

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17. Add custom "Types" to use for tickets

    It is quite limited to only have 4 "types" to choose from.

    Incident
    Problem
    Request
    Change

    Sometimes we get tickets that are neither and would like to add our own custom types to help better categorize the tickets that come in.

    4 votes

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18. Ticket Template - Improvements

    1. Proper Template based form -
       a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
       The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I can do most of the forms that I need without multiple selections. This would be SUPER helpful.

    3. Core fields flexibiltiy -
       Ability to remove some of the core ticket fields. They are not necessary and just clutter the ticket template. Product category, etc. They will also just confuse the end user.

    4. Default field value -
       Ability to set a default value for a field, date, Department, etc. That way you could have different variations of a single form that is pre-filled with a lot of the appropriate information

    5. Save prefilled templates -
       Ability to store a prefilled template per user so if they create a template they can reuse it. Maybe they could also go into the main store for sharing with others

    6. Click to move
       Click anywhere on the custom field to add it to the form. I hate having to click the tiny plus to move it over

    7. Show Fields
       Option to have fields show on new template, service portal or create ticket in admin portal. ALL of these options show up in the admin portal when creating a ticket. If i set them to mandatory for the template they also become mandatory for the admin portal ticket. Why would this be a good idea? It makes a huge mess.

    1. Proper Template based form -
       a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
       The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I… more

    7 votes

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19. Ability to subscribe to tickets

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

    14 votes

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20. ticket type

    I would like the ability to change the options for Ticket Type and Ticket Priority.

    4 votes

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