Ideas and Feedback

Ideas and Feedback

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  1. Having possibility of various Tickets queues and also different rules within those queues.

    4 votes

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    Nice! 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!

  2. creation of tickets for devices/activities not associated to a contact.

    performing routine maintenance on servers (that don't have a contact, our own internal servers) like patch application, log file clearing.

    or allow a contact to have multiple devices, so they are informed of tickets being opened for main.

    I think this would then allow for a report to be run against the device to view all activities performed on the device, for ISO audits etc.

    I may be an edge case as I use Atera to manage multiple Data-centres and not desktops of individuals.

    4 votes

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    Nice! 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!

  3. Indicator that a product or expense has been added without having to go INTO the product and expense list.

    2 votes

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  4. When you copy / paste text into the composition box is a different colour but it's so subtle you cannot tell if you have pasted as text (no change in colour) or paste as normal and then you end up with a different background colour which cannot be noticed when composing the email but is noticeable when the customer receives the message.

    4 votes

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    Nice! The feature you requested is being considered for development. 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!

  5. The current Auto Assignment includes all active techs, and we cant specify a specific group of techs. We need to assign more than one tech to a rule. When we add multiple techs to a rule, tickets are only assigned to the last tech in the list.

    2 votes

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  6. Ability to change the contact with an automation rule.

    Example:
    We get tickets from our mailbox via a mail. A ticket is created and the phonenumber is in the title. I want to create a automation rule which checks this phonenumber and if this number is added to a contact i want to assign this ticket to the contact.

    3 votes

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  7. Hello,

    We will be using Atera as an internal helpdesk. All of our Customers are the locations that we manage. Currently Atera only allows you to enter a ticket for a Customer and the Contact that is within that Customer.

    We need the ability to switch the Customer on the ticket and keep the same contact as our staff work across multiple portfolios. This will allow us to bill our time to each Customer accordingly and maintain the correct contact.

    Anything that Atera can do to make this possible will be greatly appreciated.

    2 votes

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    Nice! 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!

  8. I would like to be able to export ALL tickets into a spreadsheet that I can then manipulate.

    3 votes

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  9. Setting to remove or hide filter view on right hand in tickets view
    It takes up a lot of display area on right and cannot be removed or minimized

    2 votes

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  10. Search multiple tickets with the same subject heading for merging into one ticket.

    3 votes

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  11. The ability to have a billable time entry summary sent to the customer anytime a technician has submitted one through a ticket.

    2 votes

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  12. A ticket can only be assigned to a technician.
    In big companies, IT departments have many workers and sometimes a ticket must be reviewed by more than one technician.

    3 votes

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  13. Actually in the settings there's the flag "Ticket cannot be reopened", the request is for a second flag as a title.
    Thank you!

    3 votes

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    Nice! 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!

  14. An allowed domain list that would block any email from a domain not on the list. This would be very helpful in blocking unwanted tickets from being created and force your end users to use their business email to open and manage tickets. This would result in a much cleaner contacts list for those who wish to use the feature. In addition it would prevent phishing emails and such from hitting your ticketing system

    2 votes

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  15. Setting a "Save as Draft" option in tickets would be valuable for documenting a long process.

    2 votes

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  16. Being able to un-merge tickets.

    2 votes

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  17. I would like to have quick replies per customer and one category that all can see.

    When a ticket arrives we would like to only see the general quick reply’s for all customers and all the specific reply’s I made for that customer.

    1 vote

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  18. When tickets are sent to Google calendar, if the customer name would be added either in place of or in addition to the Atera ticket number

    3 votes

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    Nice! 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!

  19. For MSPs that are moving away from existing RMM platforms to Atera, it would be great to have a more robust migration path. I'm putting this idea in the ticket area and specifically to be able to import historical tickets from Kaseya BMS into Atera, but I could see this being valuable to other MSPs coming from other platforms, and not just ticketing data.

    2 votes

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  20. Hi,

    Customization of email templates to the client is critical. This option in Atera would be a wonderful addition.

    1 vote

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