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  1. It would be nice to have an option to save a "Public reply" to a ticket without initiating an email to the contact, this way the notes are visible to the Client contact in the customer portal but we don't have to necessary spam the contact with technical notes via email.

    1 vote

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  2. For recurring scheduled tickets, it would be nice to have the ability to insert variables into the title.

    i.e. For a monthly on-site ticket we'd like it to automatically use the month and the year in the title "Monthly On-Site January, 2025" by using a variable such as "Monthly On-Site {Month}, {YEAR}" (obviously I made up the variable name/format, this is just an example of how I'd imagine it will work).

    Other helpful variables might be:
    Week Number
    Current Date
    Current Time
    Current Date +/- #Days
    Current Time +/- #Hours:minutes.seconds
    Scheduled ticket recurrence count (i.e. Tech Review #22 would be…

    1 vote

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  3. SLAs need to be dependent upon Ticket Type and Ticket Priority so companies can be in compliance with ITIL.

    1 vote

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  4. An ability to create a calendar invite and send the invite from the synced calendar to a client as an example of of when to remotely support, call back or be onsite as an example, so they wont forget (meeting Invite)

    1 vote

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  5. Could we create a multiple ticket forms.

    I would wish to create multiple ticket forms. Like 8 for SR's and serprate on for Indecents.

    1 vote

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  6. Having the ability to add multiple domain name URL's for the Ticketing Service Portal.
    We have some companies within our group that like to keep things branded with their own logos, but currently we can only use one logo and colour under White Label for the Service Portal, Company Icon and Reports

    1 vote

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  7. I would appriciate a lot to have the possibility to organize my tickets in kanban mode, as I could do it in Microsoft Planner. I could drag-drop tickets in columns : backlog, planned, in progress, ended ...
    Actually i use categories but it's not as good as Planner.
    Thanks for your attention.

    1 vote

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  8. If I open a ticket on behalf of a user, the public comments entered on the initial ticket form will show as being posted by the user rather than the technician who opened the ticket.

    1 vote

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  9. Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?

    We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.

    We would like them NOT to email any info to the client about these internal-only tickets.

    We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.

    We…

    1 vote

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    1. Proper Template based form -
      a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
      The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,

    2. Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I…

    7 votes

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  10. It would be good to add a second technician to a ticket. That way 2 technicians can follow up on a ticket and get updates.
    Then it's also possible for those 2 technicians to see that ticket in their filtered open tickets. So when 1 technician is on holiday, the 2nd technician can still follow up on the ticket without forgetting about it.

    18 votes

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  11. The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard…

    1 vote

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  12. Be able to subscribe to a ticket and get notifications when Technicians reply or customers reply to tickets assigned to someone else.

    14 votes

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  13. Allow Custom Fields in Tickets that only apply for certain customers. Thank you.

    1 vote

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  14. When creating a ticket manually, no agent can be assigned

    This would be relevant for back-office ticket creating -> Technicians

    1 vote

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  15. When using using tools like wufoo or jotform the email incoming is from no-reply@jotform.com (sender email). That creates the tickets and assigns the ticket to the user no-reply@jotform.com. Jotform/wufoo have the capability to use an email collected in their form to add as the "reply-to email". I use this currently with zendesk from both wufoo/jotform so the tickets are assigned to the correct requestor.

    Please add that as an option for inbound email tickets or the ability to run a ticket automation to update the requester based on this attribute.

    1 vote

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  16. I have a question. Some of our users have noticed that when we close a ticket, it creates another email. Is it possible that when we close the ticket, it keeps the original email from the first creation?"

    1 vote

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  17. I would like the ability to change the options for Ticket Type and Ticket Priority.

    4 votes

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  18. Some clients require unique data that is not necessarily need by other clients. Creating ticket forms that are customer specific and viewed only to that customer is helpful to customize the workflow to their needs.

    1 vote

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  19. I'd like to be able to determine the order of the ticket properties, as there are a few that we can't seem to move, even if the default and the ticket form have them in a certain order. Some items, while important to know, are not often changed and therefore could be further down on the list but do not show as so, even when on the bottom of both 'custom fields' and the form template lists.

    12 votes

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