73 results found
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KB article related to ticket
Show related KB article at creating a ticket
11 votesNice! 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!
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Customer ticket overview
Customer just reported since we changed to atera, they can no longer view tickets which their staff have submitted. Would it be possible to have a manager view for a customer so they can view all tickets logged under their account?
10 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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Incident Tracking
Ability to easily track incidents for customers.
I.e Contoso has a limit of 5 tickets per month.
Upon the 6th ticket logged, a pop up comes up when an engineer accesses the newly created ticket, advising them the customer has exceeded the monthly incident allowance.
9 votesNice! 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!
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Change product family fields required
It would be interesting to change the required fields in the Custom Files>Product family section.
It doesn't make much sense to force you to add Child values to a category.
What would be mandatory is to create the category value and then it would be optional to add child values. Not every time you create a value you want it to have subcategories.6 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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Survey
satisfaction survey in french
9 votesNice! 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!
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Schedule Existing tickets to switch from Pending to Open
We would like the ability to take an existing ticket and change it from open to pending and then schedule when it would switch back from pending to open on a specific date.
7 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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More Snippets
I would like a snippet for the email body when a user submits a ticket via email. It would allow me to add it to an email template so I can see what the details of the ticket are.
8 votesNice! 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!
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Send report to Tech every morning with list of open tickets
Have a morning report being sent via email to technicians with a list of all the open ticket assigned to them that have not yet been closed.
Example: Tech A has 3 open tickets from previous day, a report is sent to the tech with the ticket numbers and reminding the tech that those tickets need to be addressed.7 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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be able to change font size
when replying to ticket you are unable to change the font size so when you are pasting things from other websites into your reply the font sizing for the whole email is off
8 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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Technicians History
It woud be helpful to track Technicians assigment history in Conversation List to know Technicians change and also who changed the Technician or is assigen automaticaly by Rule with Date and Time.
Sometinkg like this:For user change:
On 07.10.2021 at 14.35 Technician1 assigned the ticket to Technician5For auto assign:
On 07.10.2021 at 14.35 System assigned the ticket to Technician5
or
On 07.10.2021 at 14.35 Technician5 is assigned by rule Rule1
or
On 07.10.2021 at 14.35 Technician5 is automatically assigned6 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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6 votes
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!
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Ticket Submissions Without Login
Please add the ability to allow "New or Existing users to submit a ticket without the need to login to the portal.
The ability to embed a form or something on my website that give users the ability to submit a ticket which can then be updated or attached to a client from the admin side, or automatically based on their domain.
I have found that clients often forget to use the support portal and end up sending tickets to my personal email, to which then I must go manually create the ticket.
Anything to make the process easy for…
5 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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7 votes
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!
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Indicator that product has been added to a ticket
When a product has been added to a ticket an icon or some indicator within that ticket should appear so you know there is product attached to that ticket and then don't have to open the products/expenses section to check for product.
4 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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Legacy View
I appreicate the constant updates to the platform, but it would be really good to have the option to view the tickets in the 'legacy/old' layout. The location of the "Awaiting customer response"/"Awaiting Technician Reponse" etc was so much easier to see at a glance, also the filters were alot easier to access. The new layout just seems too spread out.
7 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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Tickets on Google Calendar formatting
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
7 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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additonal signatures
Ability to have multiple signatures based on clients.
7 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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creation of tickets for devices/activities not associated to a contact
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.
7 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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Please change the behaviour of copied text.
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.
7 votesNice! 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!
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Create Ticket without Token
Create Ticket without Token by using Helpdesk Tool Shortcut in Taskbar
7 votesNice! 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!
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