723 results found
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Add color options for custom statuses so they don't blend in with other statuses.
Custom statuses that act as pending, blend in with pending status tickets. Adding a color option for custom statuses would help differentiate from pending.
8 votes -
Add spell check in ticket input
Would be nice to have a spell check and/or spell correction when adding notes or modifying tickets.
67 votes -
Alter ticket UI to better integrate with Ticket properties
The current ticket UI requires alteration due to excessive whitespace, particularly in the description and response fields. With the increased utilisation of Forms, it's crucial to emphasise ticket properties; however, the existing UI layout impedes full integration of forms and custom fields. To address this issue, we propose two solutions:
Enable end-users to customize the UI layout according to their preferences or the specific needs of engineers. This flexibility would allow for optimal use of space and prioritisation of ticket properties.
Implement a permanent fix that enhances the prominence of ticket properties within the UI. This could involve redesigning the…
4 votes -
scheduled tickets
Have the ability to convert a regular ticket to a scheduled ticket, resetting the SLA until the time that has been agreed to complete the work.
6 votes -
Tickets NEW UI, keeping items at the top of the screen
When I am scrolled down several pages on a ticket, it would be nice to have the “Reply and Internal Note” feature still visible at the top of the ticket screen.
2 votes -
Activity Status Ticket Flow Rule
We need an option to create a Ticket Automation Rule based off the Activity Status and not just the ticket status. Case in point, we want a rule that will change a ticket's status to "Pending" whenever the ticket activity status is set to "Awaiting Requestors Response" so our SLA is paused.
2 votes -
Edit To field
Ability to edit 'To' field when replying tickets so requests can be forwarded off to correct depart or correct person.
3 votes -
We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
2 votes -
Ticket Mail - Integration BCC: Field
I would like to request the ability to integrate emails sent via BCC to the Atera ticketing system into the ticketing system.
In the current setting, emails sent with BCC to the ticketing system are not integrated. The email must be sent to the ticketing system via the To or CC field.
I occasionally contact various service providers via email. When the communication pertains to a specific ticket, I include the ticket number (e.g., [#541]) in the subject line.
This works well when the email address "AutoMail11111111@ticketing.atera.com" is included in the "To" field and the email is forwarded.…
1 vote -
Ticket description box in web app
Can the ticket description box in the web app be enlarged like it was in the classic view? Can the description box also have an autosave feature? I have fat-fingered keys before and lost all of my input and then have to retype which is very inconvenient.
1 vote -
Email Parser
Is there a way we can get a better way of receiving tickets via email? I had to work with google several times because I found that several tickets that were being emailed in were not forwarding properly. I have a email parser set up with Kaseya BMS (we are moving away from that) and it has never missed a email. Majority of our clients send in tickets via email, and not using the portal. Most of them have been emailing us for years and do not want to change the way that they contact us.
1 vote -
Ticket Priority based on email by importance
Users who email in their IT tickets, it would be very helpful if the "importance" set in the email (low, high, etc) would change the ticket priority level to match.
1 vote -
Allow customisation of all areas of ticketing forms
For all mandatory ticketing fields in forms to become customisable
2 votes -
Ability to specify a custom ticket form/template on the URL
It would be nice to have the ability to specify a custom ticket form/template on the URL.
1 vote -
Create ticket that is not visible to the client
Ability to create a ticket that is not visible for user that set as "main contact"
4 votes -
Tab order fix for Product Family
I noticed the tab order for the child objects under Product Family requires you to tab past the Product Family to select a child object. This is very confusing for someone who uses a screen reader to navigate.
1 vote -
Close a ticket from a technician emailing #closeticket
When they reply to the ticket they can include a code to close the ticket off at the same time.
1 vote -
Reply to tickets via email
Reply to tickets, update tickets via email (email correspondence).
Need the ability to correspond with customer tickets via email only. We need to easily see ticket content and reply to the ticket via email with our replies entered in the ticket. Every helpdesk software I have ever used worked this way except Atera/Zendesk. It make Atera almost useless as a helpdesk ticketing system for a busy MSP.
The website is not good (no desktop/browser notifications) and it seems ridiculous to have to receive mobile app notification with a web-portal open at the same time.
92 votes -
Don't force the horrid new ticketing page on us.
The new ticket page is a horrid mess, the old page had its little issues as I reported many times but the new one is just hot garbage and is the proverbial straw on the camels back that has now trigger me looking to replace Atera.
Please don't force this new style page on us.
And lets not get started on the AI hotness you seem to think we need.In terms of issues on the new page.
The whole ticket writing is a mess.
-Formatting tools floating.- fixed but still not as good as the old page.
AI crud.…1 vote -
Selecting and Copying the Ticket Title Including the Ticket Number from the Header in a Ticket
In the old interface, the ticket title including the ticket number could be easily selected and copied. In the new interface, this no longer works because the title becomes editable. This is a MAJOR ANNOYANCE as we now have to copy everything twice and then edit it for our ERP system. The time required has increased by a factor of 3-4.
Please fix or address this bug/feature request.
1 vote
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