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  1. The new ticket layout is good, however when you mark a ticket as 'Resolved' it doesn't stop the timer and take you back to the ticket list like the old layout did.

    Can this please be fixed? - Once a ticket is marked as resolved, you obviously don't need to stay on it or keep the timer running.

    1 vote

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  2. On the initial page upon logging in, it would be optimal to have a new ticket button instead of having to select the menu option first. Fewer clicks always seems to be more appreciated by users & it could be implemented with very minimal design change.

    1 vote

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  3. When you goto assign a new user to an existing ticket, sometimes the user doesn't exists, so you have to go through the new user process and then back into the ticket.
    It would be great to be able to create the user as part of this flow instead of going in to new users and then back into the ticket.

    1 vote

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  4. On the ticket screen, please add a button to attach or link a KB as a public or internal reply. It would be great to have a drop down or other means to all existing KB's to quickly link them and send the reply.

    1 vote

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  5. It really should be possible to forward an email from a ticket without using the cc function and without changing the ticket contact.

    1 vote

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  6. Ticket filtering works great, but it would be extremely helpful to add a couple of fields to the filter options. 1. keyword 2. User name.

    I know you can search for a keyword, but there isn't the ability to check off and merge tickets (or some of the other features you get with filter results) from within the search results. The same for User. I can search for a specific user's tickets, but there isn't the ability to check off and merge/manipulate tickets like you can do with the filters.

    An alternative solution would be to enhance the Search results…

    2 votes

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  7. Customer email responses used to have detail dropdown of who they sent message to and cc'ed that is missing now in the new interface

    1 vote

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  8. Non-resolved/closed tickets that are assigned to technician that we have disabled, should go to un-assigned.

    4 votes

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  9. The ability to edit initial notes that were entered when creating a ticket, and defaulting to Internal Notes.

    1 vote

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  10. It would be beneficial if Atera could include a feature enabling the import of Google Forms. This enhancement would significantly streamline our onboarding, offboarding, and internal departmental transfer processes.

    Having a template Forms feature within Atera with functionalities similar to Google Forms would be advantageous for handling equipment requests and maintaining a consistent and efficient workflow.

    This improvement would contribute to a more seamless integration of processes within the Atera.

    1 vote

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  11. We would like for the browser to have the ability to play an audio alert whenever a new ticket is received, that way technicians know that a new ticket has come in.

    13 votes

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  12. I want to be able to assign a ticket to a customer without choosing a contact.

    26 votes

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  13. Similar to the project ticket already requested, I would like to be able to spawn a new ticket from an existing ticket OR, alternatively, clone a new ticket from an existing ticket.

    The difference from a project ticket is that there would be NO parent-child relationship between the original ticket and the spawned/cloned ticket.

    The spawned/cloned ticket should still include a link to the original ticket.

    Sometimes things arise while working a ticket; I want to be able to create a new ticket, or duplicate the current ticket, and make different ticket assignments on the new ticket.

    1 vote

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  14. Billing can require information for just one ticket. Could use the ablility to pull ticket by ticket number.

    1 vote

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  15. Automatically assign a contact to a customer based on the domains listed for that customer. Currently for new users/customers we have to add each user to that customer as a contact. Can this be automated?

    1 vote

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  16. Currently, the time interval is set for hours. Would be great to have the ability to specify minutes as well. Or allow the use of decimals. e.g. .25 hours for 15 minutes, .5 for 30 minutes, etc.

    4 votes

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  17. Want to be able to add/remove columns in the Tickets view, some are just not relevant to us and would like to remove them from view

    4 votes

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  18. For products and services add a few more fields to product settings:
    a) Qty on hand
    b) Serial numbers
    This way if a tech creates a ticket and adds outgoing hardware like a laptop they can choose the model from the product list and choose which serial they are pulling from inventory. If there isn't enough qty they wont be able to add the product. Admin can replenish the qty on hand as they order product.

    2 votes

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  19. We need to be able to assign more than one tech to a ticket and track separate time entries on the ticket for each tech.

    1 vote

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  20. Be able to take a trouble ticket and convert the information from the ticket to a KB article.

    7 votes

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