691 results found
-
Change Conversation order - Newest to oldest
We'd like to see Newest conversations first. Or at least given the option to change the order in the Conversations section
2 votes -
Remove/Isolate spam tickets completely
Remove/Isolate spam tickets completely
1 vote -
Automated emails to blocked customers or non-main contacts who contact us
Automated emails to blocked customers or non-main contacts who contact us
1 vote -
SLA in other Tabs
Dear Atera & Community,
The idea behind this post is to get the SLA timer back in other tabs such as Outstanding. Since we ourselves use custom activity statuses like "In progress" which use the status behavior "Pending" for clarity it would still be good to know what the current SLA status is in order to recognize customers without a service contract or customers with a higher contract or higher problem. Due to the fact that this is not possible, the ticket system will sooner or later become very confusing, which of course should not be the goal of ATERA.…
2 votes -
Approval process workflows
A major feature for any helpdesk is the ability to create workflows for ticket requests or changes. This can be automatic, so if this is requested, please email this user in contacts for approval, or the approver can be manually selected on the ticket/request ie software install, file share access or new equipment. IT facilitates and implements company/business decisions. Having an approval process would go a long way in helping a company meet ITIL framework requirements.
34 votesHey all,
We're considering the development of this feature in the coming months and would love to hear how you'd like to see workflows implemented in Atera.
If you'd like to discuss your needs, please schedule some time for a call here:
https://yakov-atera.youcanbook.me/
All the best,
Yakov
-
"Warning" when resolving a ticket without adding time entry
When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"
129 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
-
Multiple Ticket Boards
The ability to create multiple or custom ticket boards. Examples like Alerts, Admin Work, Projects, Escalated.
With appropriate work flow rules as well
17 votes -
To export history of a ticket in PdF
To have a feature to export history of ticket and detail of each conversation in descending order
2 votes -
Ticket Automation rules for Offline Technicians
We have a ticket automation rule setup where all tickets go to a specific tech first, and then the tech re-assigns the ticket to other techs according to the issue. However if that technician is out of the office for the day, the other techs need to keep an eye on their ticket inbox. It would be nice to have a condition added to the automation rules where if that tech is offline, the ticket automatically goes to another techs ticket cue.
For example, Our current setup is the following: A new email is sent to our support email. The…
1 vote -
Ai Ticket Summary includes Time on tickers
When using the Ai summary from the ticket window, the summary should include time spent on ticket breaking it up by billable and non billable.
This would allow supervisors and managers to keep track of time spent supporting issues
1 vote -
Change requester on ticket
Ability to not assign the ticket to anyone: when you have a ticket, it is only assigned to one person, requester info and every response goes to that person, but we’ve CCd people. The only person that we need to have a convo with is the third-party vendor. We’d be collaborating with 3rd parties, we don’t want to keep changing that ticket over. We just want to move it out from “to”.
1 vote -
Ability to create tickets that are master tickets with sub tickets attached to it. mainly for bigger projects.
Ability to create tickets that are master tickets with sub tickets attached to it. mainly for bigger projects.
This will for example Created a Project, within that project multiple tickets link to it where one could see how far % a project is, whats completed, whats not.
51 votes -
Automate responses and automatic closures if a customer does not respond
Create a possibility to send an email to the customer depending on the duration of inactivity of a ticket.
If the ticket is waiting for a response from the customer for more than x days, then the system will automatically send an email (predefined template in the settings) to the customer and change the ticket status to closed or resolved2 votes -
Templates for within atera for tickets, and contracts.
With Autotask, it has templates and it sets up the billable contracts. It fills out everything, and it is integrated with our accounting system. All you have to do is click a button and then the contracts will be filled our and it will create tickets as well.
1 vote -
Chat feature not translated in French
Chat capability is not translated in French. It remains in English which means our customers cannot use it. This is one of the reason, also the helpdesk agent that is not translated, that we are not using Atera's ticketing system
4 votes -
Archive or Anonymise Tickets
To have the ability to archive, delete or even anonymise tickets, say older than 1 year.
6 votes -
Change the timer back
Only a minor thing, but the new font being used for the ticket timer is just plain ugly. It cheapens the interface, its way bigger than it needs to be. Please change it back to the previous font.
1 vote -
Alerts
Tickets generatet by Alerts from Thresholds where perfect to Close Automatic after the Thresholds is normal again.
1 vote -
remove default ticket
Just a small thing. When creating a ticket, can we see a entire cascaded list of the Parent and sub parent values in one go in Product Type.
For example.
M365
EndPoint Manager
Exchange Online
SharePoint
BACKUP SERVICES
Veeam 365
Veeam Cloud ConnectRather than having separate drop-downs for selection.
3 votes -
First response time on ticket list
Please show the first response time on the ticket list. This will be helpful to show that technicians are responding within the accepted time frames.
Alternatively, itemize tickets on the Technicial Performance report, showing the tickets first response time.
3 votes
- Don't see your idea?