48 results found
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Ability to forward or change "To" recipient in emails.
Currently the only way to forward is to add the forwarding recipient to the CC field, where the original recipient receives the email.
When escalating to third parties etc this is sometimes not practical.
The ability to change this would be very useful.76 votesHey everybody,
The ability to forward or change the "To" field in tickets exists in the system.
You can do so by clicking the little pencil next to the requester panel (see screenshot).
By changing the contact for the ticket, if you send a public reply, for ex. to a 3rd party, they will receive the ticket history as well.
Hope this helps!
Yakov
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Sharing Custom Views / Queues
To be able to share custom views in the tickets and devices sections to specific technicians in your organization and to all techs as well.
38 votesHey all,
I'm very happy to announce we have released the ability to create Shared Views/ Queues on both the tickets and devices pages!
This will allow admins to curate views for all the engineers on the team to look at and work together.
To do so, you will simply have to choose the view type (Shared / Private) when creating it from the filters pane, I'm also attaching a screenshot here.
We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for internal communication on tickets.
Hope you enjoy this new release,
Yakov
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new ticket alert via email
When an end user opens a ticket and when it shows in the tickets on the dashboard, we the technician should receive an alert or email.
Right now, we have to keep checking to see if a new ticket is opened. Please make it so we are alerted when a new client ticket arrives.1 voteHey,
This is avalibale via our ticket automation rules!
Please check out this KB: https://support.atera.com/hc/en-us/articles/217533918-Set-Up-Commonly-Used-Ticket-Automation-Rules#h_01F23JP9DWJBHVV0NJCQVPCRPC
If you need further assistance please reach out to our support team via email (support@atera.com) or live chat.
Hope this helps!
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Tickets: Internal Notes as Default and Not Use Emails
Ability to choose "internal notes" in ticket as default and not use the "email" part.
46 votesHey everybody,
I'm happy to share that we've just released the ability to change the default ticket response type!
You can do so by navigating to Admin > Settings > Tickets and switching between a public reply and an internal note.
This can help those of you who mainly use internal communication, or if you simply want to stay on the safe side of things and not message your users accidentally.
Thank you very much for the suggestion and we hope you benefit from this new feature.
All the best,
Yakov
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Redesign Client email vs Private note layout.
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.
52 votesHey all,
I am happy to let you know we've improved the navigation between Public replies and Private notes in the new ticket GUI!
The switch is now directly within the context of the text area, and we're also saving you 1 click each time for the switch :)
I've added a screenshot for your convenience.
Hope you enjoy the new page,
Yakov
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Calendar Integration
The ability to integrate your personal or shared calendar to Atera (Office365 or Google) in order to create calendar events from within a ticket and see the scheduled event from within the ticket in Atera.
54 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Atera's Office 365 Calendar Integration
Atera's Google Calendar Integration
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Internal Communication from Tickets
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.
41 votesHey all,
I'm very happy to announce we have released the ability to communicate internally from within tickets and be notified internal communication.
This feature will leverage the internal notes and CC field of tickets and will notify you if internal notes are posted on tickets you're following.
To "follow" a ticket you will simply need to ensure you are on the CC field of it. Alternatively, you can @ yourself or other technicians in the notes section in order to notify them as well.
I will add screenshots to this update for more clarification.
We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for shared views/ queues on the tickets and devices pages.
Hope you enjoy this new release!
Yakov
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Ability to trigger and send reminder on pending tickets
Currently, I have no option to automate email reminders for tickets pending customer response. I would like to send reminder to customer let's say after 3 and 5 days from the time technician sent a reply to customer.
And also, then ability to auto resolve ticket after some period.
I was thinking of tagging the ticket with timestamp when technician sends a response and then using that somehow, but the options are very limited.
1 voteHey Miroslav,
This is possible using our time-based automation rules!
Be sure to check this KB out and reach out to our support team if you need further assistance: https://support.atera.com/hc/en-us/articles/5914785808156
Thank you
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Add a resolution field to the ticket
When closing the ticket - it throws up a box where you can enter the fix/resolution for the ticket. Perhaps add tagging options to make it searchable. This would be helpful for tickets with long threads of communication between the user and technician and simplify finding the resolution for an issue.
25 votesHey all,
Happy to annouce that we've added the ability to add resolutions to tickets!
This will help you in visibility when going back to tickets you've worked on in the past, and will also be tied to an so-to-be released development that helps with the creation of KB articles from tickets.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/12955402321564-Ticket-resolutions
Hope you enjoy this new improvement,
Yakov
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HTML Editor for 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/7 votesHey,
We're happy to annouce the HTML editor is available for Email Templates!
We hope this ability will serve your communication with users well.
Yakov
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Run a report on Ticket Properties
run a report on Ticket Properties, so we can show a customer how many and what type of tickets they are logging, This will show what staff training is required in a particular area.
25 votes -
Search for Keywords from within the ticket
Ability to search a keyword from a ticket. Right now we can only search from ticket title; need from the content of the ticket (emails, internal notes)
14 votesHey,
This is possible, I am attaching a screenshot for your convenience.
Best,
Yakov
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Mark ticket as SPAM
Please add a button for tickets "Mark as Spam" when the ticket is open, also on the ticket list view under Status for a quick flag.
Sender e-mail addresses would be added to a blacklist, and tickets get either automatically deleted; or automatically flagged as status "Spam" which is a closed status.
2 votesHey all,
This is possible today, please follow the following article: https://support.atera.com/hc/en-us/articles/7059774105500-Managing-spam-tickets
Thanks
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Translation in German for Ticket Fields
Hi, if possible it would be great if you consider the posibility to translate for the following Ticket options:
Ticket Statuses
Ticket Impact
Ticket Priority
Ticket Type
and so on.Cause our major customers field is placed in Germany and some have a great lag of understanding English!
If wanted we could even assist you in the translation.
Best regards
Andreas Rehfeld (IT Consulting Rehfeld)3 votesHey,
This is currently possible once you change the language settings in Atera (by going to your profile and changing the language).
The Status will also be translated as seen in the photo in our next release.
Best,
Yakov
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Time entry total
Post time entry total in ticket main body at glance without going to time entries.
8 votesHey,
The ticket timer shows the total time that was worked on the ticket (a sum of all time entries)
Best,
Yakov
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Ticket Status of Scheduled
Since adding the ability of scheduling tickets on our calendar it would be nice to have a ticket status of scheduled.
19 votesHey,
This is possible, please follow this KB: https://support.atera.com/hc/en-us/articles/5518222322332-Custom-ticket-statuses
Yakov
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Allow ticket automation to look at ticket content
Allow ticket automation to look at content of a ticket as a field so we can then automate things depending on if the ticket contains X.
18 votesHappy to announce the ability to set
conditions and ticket automations based on the last ticket comment is now possible!
Please note, that you can also levrage this ability to look at the initial body of a ticket (as this is considered the "last comment" when the ticket is opened)
You can read more about it here: https://support.atera.com/hc/en-us/articles/6616336698268
Thank you for helping us further shape Atera, we hope you enjoy this new feature!
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"Register ticket creation time"
Allow for this feature to be permanently deleted when creating new tickets.
12 votesHey all,
We're happy to let you know you can now disable the timer to register the ticket creation time, by default.
This can be configured from Admin > Settings > Tickets.
Thank you for helping us make Atera better!
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Turn off AI auto tags
The option to turn off AI auto tagging and only have custom tags
2 votesHey,
This is currently possible by heading into Admin > Settings > Tickets and cancelling the AI auto tags.
Best,
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Ability to add comment through API
There is a GET method to get all comments. Is it possible to have an API to create a comment?
11 votesHey all,
Happy to let you know we've release the option to add comments via API.
You can now post comments on behalf of end-users and technicians, and add internal notes.
Please see our documentation for reference: https://app.atera.com/apidocs#/
Best,
Yakov
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