776 results found
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gestion temporalité tickets
Il serait intéressant d'avoir une possibilité de gestion temporelle des tickets.
Par exemple, fermet automatiquement les tickets ouvert ou en attente qui n'ont plus eu aucune modification depuis 6 mois.
Ou bien pouvoir se dire, je met ce ticket en attente mais il doit se réouvrir tout seul dans deux semaines pour tel ou tel raison.2 votes -
Change the user that the ticket is held under.
For example, we have a user which regularly forwards tickets to us that are generated from an email forward. But since the ticket is then put against the person we received the forward from, we're unable to email the actual user the ticket should be held against within the ticket.
2 votes -
Customer Custom fields for ticket automation
Custom fields, which are set on a customer can be used in the ticket automation. This way you are able to set values for tickets which can be used in the automation without setting the custom field each time.
7 votes -
For Tickets, put another ADD button near the top
After entering the ticket title I'm having to scroll down the screen to click ADD. There would be a slight improvement in performance to put another ADD button near the top of the page.
1 vote -
Have a Silent Ticket as a Default
Silent ticket: have that option as a default already, with the option to un-tick it to be able to send an email to the client.
1 vote -
10 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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Revised Merge Function
When merging tickets, you should be able to highlight all tickets to merge, and then select which of the selected tickets to merge the others in.
Currently you have to be aware of a ticket title or number to merge into, and you need to ensure you DO NOT select the merge destination - this is counter-intuitive and makes it harder than it needs to be to merge.
11 votes -
Email Append to Ticket
Email Append Feature: Allow the ability to send an email that is out-of-band to append to an existing ticket. Sometimes users or vendor will send updates that are not part of the ticket thread that we need to include into the history of the ticket. By forwarding the email with the standard convention in the subject with something like #TicketNumber it could append the ticket with the email contents.
UPDATE: By forwarding a ticket to Atera with "Fw:" in the subject it will automatically create a new ticket with the forwarded contact user's information. Also, using "[#<ticketnumber>] will append to…
2 votes -
Change ticket created time
When raising a ticket you should be able to backdate/change the time the ticket is logged as being raised.
By default it should be the current time, but there should be an option to override it so you can say it should have been created a few hours ago.
This is useful if you worked on something earlier but didn't raise a ticket at the time e.g. away from desk, busy on another call etc.
Not a huge thing but it can be useful for SLA purposes or if a customer wants to know when work was actually carried out.7 votes -
See Support Tickets within Atera Portal
Would like to not have to go to a separate webpage to see my tickets. We should be able to all within our own portal
1 vote -
Helpdesk Phone Center
Helpdesk center functionality: provide a number that users can call. Just for urgent issues they don’t have a way to contact if it's urgent, if they don’t have internet or have access to a computer.
1 vote -
Dashboard
A dashboard that ACTUALLY WORKS and reflects ticket numbers, and have ticket status' update properly so that closed tickets that get replied to ACTUALLY REOPEN A TICKET.
3 votes -
Exporting All Tickets
I would like to be able to export ALL tickets into a spreadsheet that I can then manipulate.
12 votes -
Ticket Field Job
Ticket/Field Sanction - We're looking for tools that would assist us with reallocating tickets to Field Jobs (Jobs that needs to be done on-site), with an easy access timer to keep track of time spent on-site. If there's an easy feature in Atera that could assist us with reallocating tickets to Field jobs, that'd be awesome.
3 votes -
Filtering Idea: By Urgency
Ability to filter by Urgency.
1 vote -
Add flat rate to products/expenses discount rather than just a percentage
Currently we can only apply a discount using a percentage when invoicing using products & expenses.
Please add a flat rate discount per unit option.
Simple example: Software Expense for $95 but we quote $12.50 discount per licence. Easier to add in discount of $12.50 per unit rather than figure out the percentage. Just makes it more fool proof for technicians rather than having to use a calculator.
1 vote -
Email parsing
There were a few other ideas similar to this, but none matched what I was thinking. I would like the have incoming email rules for emails. WE can create rules based on Sender Email, Subject, and Body. i.e. I get emails from various backups solutions. I would love to be able to say "Subject Like '%success%' then...
1 vote -
Action Ticket
Action ticket: Log tickets as an action ticket in the ticketing system. Similar to change and risk. You would log in.
1 vote -
Risk Management
Risk Management: Risk ticket associated with what they identified. Client accepts the risk and then they are not liable.
1 vote -
Keep Link in Tickets from Email
When forwarding an email with a link, the link is no longer clickable
2 votes
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