Ideas and Feedback

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  1. Allow conditions like AND and OR in conditions field in ticket automation. For example, the ability to be able to send email to technician only if the ticket is signed by someone else. If the ticket is assigned by technician himself, the email should not be sent to him.

    12 votes

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    1 comment  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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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. When adding a ticket rather than just "add" the ticket, could we get another option to "add and resolve". This helps when entering tickets after the fact, we would not have to go back in and resolve...

    Thanks, Phil

    3 votes

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  3. FEATURE REQUEST, AGAIN: Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.

    33 votes

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    7 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  4. Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.

    7 votes

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    3 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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  5. Create a ticket deletion permission option in the PSA technician settings without needing to give a technician full admin rights

    4 votes

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  6. Please add the ability to edit and delete internal notes.

    27 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!

  7. 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.

    13 votes

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    2 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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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. Use case is mainly to communicate with 3rd party, without having to change the customer the ticket is under.

    2 votes

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  9. Ability to put a ticket on hold, if e.g. you are waiting for spareparts.

    When being put on hold, it should be removed from the ticket queue, and put into a Hold queue that resides on the dashboard.

    When you get the spareparts, you should be able to change it to an open ticket and it fails back into the ticket queue.

    4 votes

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  10. The selector for adding a private note vs sending the user an email should be next to the area where you write the note/email NOT at the top of the page, which with long tickets could be way off screen.

    The display for a private note should be VERY different to the email one so it is 100% clear that you're in private note and not email client mode. The email fields should disappear at a minimum. I would also say that the screen area should change colour and a private watermark or title should appear.

    33 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!

  11. Clients have asked me for copies the the ticket's in a pdf form. There is no nice way to print a ticket, and the time entry notes.

    25 votes

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    2 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →

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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!

  12. Remove the name Atera from the schedule ticket requests [ Atera # xxxx ] and replace it with company name [ I.T. Company # xxxx ]

    3 votes

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  13. Lock or freeze the ticket buttons at top of the ticket window.

    When working with a long-standing ticket, a lot of scrolling is required to read the conversation history. It would be very help to then not have to scroll back to the top of the window to navigate to the agent or add a reply or note to the ticket.

    If the six buttons at the top of the ticket window were locked in place, or in a banner at the top of the page, it would make navigation much easier.

    5 votes

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  14. From the Ticket Summary screen, we have very few actions available to us. Delete, Assign, Status, Priority, Merge. It would be nice to be able to select several tickets and set to Silent first, before I take any of the above actions. In this scenario an end user is sending text messages to our helpdesk account and it is generating a separate message for each text. If we take action on these particular tickets it will send a message back to our help desk line, which in turn sends another message and creates another ticket (endless loop).

    1 vote

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  15. 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 it

    suggested colour schema: (low) Blue > Green > Yellow > Red (critical)

    note: I know there is a filter for that, but that's an additional step which can be easily eliminated

    thank you

    4 votes

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  16. Append original ticket when customer replies to automated notification rather than creating a new ticket.
    At the moment the notifications from the ticket automation rules with the email templates will not append to a ticket when replied to , but open a new one.

    Refer Atera case #262087

    33 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!

  17. Add automation rule to close a ticket. If you configure automation rules to open a ticket you should also be able to automate closing a ticket. An example being, if you have an availability monitor set up and the alert opens a new ticket but that alert gets resolved a few minutes later you should be able to automate closing the ticket as well.

    32 votes

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    Hello,


    We have accidentally moved the status of this request to "Planned", as a similar feature is currently being developed - the ability to run time based automations (such as automatically closing a pending ticket after X hours). 


    This new capability will allow you to automate a lot of workflows, however it will not be based on alerts. 

    You will be able to set up automation to close tickets that were opened from an alert if they haven't been touched for X hours though. 


    For the time being, we will revert the status of this request, and consider it for future development


    Thank you for understanding,


    The Product team

  18. New layout is messy, unclear and wastes load of space. Awful.
    Before it was clear the state of tickets and there was contrast to differentiate sections and status colours popped.
    Now it's this very light pallete, which took Atera from too white to now too white and far far too light.
    More contrast, clearer and add dark mode please.

    3 votes

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  19. 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 code

    codeview: toggle wysiwyg and html editing mode
    https://summernote.org/deep-dive/

    Already Released for the Email Templates but no for the Quick Reply Templates.

    3 votes

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  20. 3 votes

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