689 results found
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Ability to sort tickets by Assigned Technician
Possibly be able to sort tickets by assigned technician. At the moment, when viewing all unassigned and assigned tickets to see what is being worked on currently, it looks rather messy.
7 votes -
Add Public Holidays for Business hours
There is only option to access business hours but there is no ability to add public holidays in the system which will impact SLA's.
Ability to add public holidays either in the Business hours section or new page.
9 votes -
Disable default tags
It would be such a help to be able to disable the default tags that Atera comes with. I understand we can set up our own custom tags, but it would still be helpful to be able to remove the default tags to help with simplicity.
2 votes -
Display entire ticket conversation in email template
I can only display the last comment made by the customer in an automated email ticket. The issue is that there is no context for the user's response without visiting the Atera portal. A helpful feature would be to allow the entire ticket conversation to be displayed in an automated email template when the user updates a ticket.
40 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!
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Auto-resolving ticket improvement
With the new addition of auto-resolving tickets powered by ChatGPT, can the specifications of users' and agents' computers be used to help provide specific instructions for both generating solutions and generating replies? For example, a simple ticket from a user asking how to restart their computer should generate step-by-step instructions based on their OS, using the information that Atera already knows.
1 vote -
- Internal note/ private reply should be next to the reply button = ease of use. If it does need to be an internal note.
Internal note/ private reply should be next to the reply button = ease of use. If it does need to be an internal note.
2 votes -
More Triggers on Ticket Automation Rules For when anyone answers on the ticket
Ability to have more triggers for the Automation Rules. We want the trigger to be "Someone Answered on ticket" . I want to be notified if anyone has answered on the ticket.
2 votes -
Enable HTML Editor In the Quick Reply Templates
HTML Editor for Quick Reply Email Templates
Option to view the HTML Editor for Sumernote added to toolbar its only add 1 tag more in the codecodeview: toggle wysiwyg and html editing mode
https://summernote.org/deep-dive/Already Released for the Email Templates but no for the Quick Reply Templates.
11 votes -
Spell Check
Adding spell check when replying to a ticket
2 votes -
Stop certain tickets from being reopened
The ability to have a status such as "Block ticket" which will prevent the ticket being re-opened. This would be very useful for people who like to include the help desk in random email threads that are not support requests. I felt like this could have been easily achievable through ticket automation, however it doesn't appear to work and Atera support have advised this is not possible.
1 vote -
Allow ticket Creation when the send-to address is in the BCC Line
Currently Automatic ticket creation https://support.atera.com/hc/en-us/articles/360012444033-Forward-Email-for-Automatic-Ticket-Creation-in-Atera does NOT happen if the @ticketing.atera.com address is on the BCC line of the email. Sure, it works fine on TO: and CC: but if you want to sneak in a ticket on your reply email by BCC'ing the forwarding email, it will just get black-holed by Atera, and no ticket will be created.
2 votes -
Better organization for Attachments on Tickets
It would be nice to have an attachments tab or category on tickets. Somewhere where all the attachments on a particular ticket are viewable. Either similar to the attachment tab for customers or just linked to side like the other ticket details.
With the current system, it very easy to loose track of attachments, especially if someone else added it to the ticket because you may not see it without scrolling through all of the notes.
2 votes -
colour ticket priority
please provide colour scheme to tickets so they can be easily identified / distinguished based on their priority either by
1) marking the whole div/row as "red" when it's critical/high
2) having the priority values displayed with coloured bubles - similarly to status have ityou can use this schema for colour selection or any other thats suitable
note: I know there is a filter for that, but that's an additional step which can be easily eliminated
thank you
11 votes -
exclude filter for status
Allow filters to be more dynamic by default all which exclude checklist, this would fix having to update all views when adding a custom status, this should also be added to the API so you can fetch without grabbing all tickets, this would help Atera reduce consumption Aswell by more efficient calls
1 vote -
save Ticket view on customer page and mobile app.
save Ticket view on customer page and mobile app.
These get reset everytime.3 votes -
Bypass SLA and scedule specific date + add this field to API
There is no easy way, inside Atera, to scedule a date of work or planned date of work. Using SLA always is a pain and not relevant of all ticket and jobs to do. also, adding that colum in ticket with easy access to change the date and filter by date would be awesome.
1 vote -
show more detailed information about tickets
Could you make it possible to show more detailed information about tickets? Like who assigned the ticket to who, who closed it, who changed the status and so on.
Would be greate for overwiew reasons.Thank you
1 vote -
Call Log
It would be convenient and good if there was a button you could hit on the dashboard to begin taking notes when a client calls, which could then be converted into a ticket.
This could be an extremely simple implementation at first, something like a blank text field that gets copied into a new ticket's body when you hit "convert to ticket". Then as you build upon the idea, you could make it more and more sophisticated.
Future iterations of the idea could include form fields that could parse input for customer names / acronyms to auto-assign the customer, or…
1 vote -
Simple Ticket Merging
Currently in order to merge tickets you have to know the ticket number you wish to merge the selected tickets into. It would be very convenient to be able to select all the tickets you wish to merge together and when selecting merge, be given the option to merge all ticket selected into the oldest created ticket of the selected. Otherwise still be given the option to also put in the ticket number to merge into as it currently is setup to do.
Also would be nice to have it Auto-suggest merging of tickets when there is a ticket with…
10 votes -
Option to not send email to contact, when contacting other company.
Option, to not send an email to contact. Sometimes we have to mail to an external company, an email which the contact not have to see.
Please add the option, to 'Do not send email to Contact.'
1 vote
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