730 results found
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Add manual tags to Automation tickets rules
It should be great to be able to add manual tag to Tickets Rules!
Not as a condition, but as an action!1 vote -
Remarks tab for Ticket
it will be great to have a feature where you can add(type) one liner or couple of words for the resolution provided for individual tickets. Not inside the ticket but just similar to custom field but not predefined.
Regards
Komal
USL Medical NZ1 vote -
SLA only applies to tickets created via email
We only want the SLA to start when a ticket is created by email, but not when an engineer creates a ticket.
2 votes -
Umleitung zu anderem Ticketsystem
Umleitung/Weiterleitung des "Create Ticket"-Button im Helpdesk-Agent zum Standard E-Mail Client. Dort soll die E-Mail-Adresse zum Ticketsystem automatisch eingetragen werden.
2 votes -
Email Forwarding from Tickets Without Altering Content or Requester
I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.
The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.
3 votes -
Favorite Agent
It could be good to have on the right side on the ticket, all "Favorites Agent" or just "Servers" of the customer with the "Connect" Button to be able to connect faster and keep the ticket open while connecter on the DC or any server.
1 vote -
Add the Ability to Restrict Access to Specific Ticket Templates
Add the ability to restrict which users/departments can use specific Ticket Templates. For example, in previous systems, we had HR submit Onboarding/Offboarding tickets and used the data in the ticket to conduct other actions. We do not want any user to be able to submit an Offboard ticket, only members of the HR team.
1 vote -
A feature that I would like to request is an add in for outlook to create a ticket straight from the emails itself.
Have a add in tab in outlook to create a ticket and assign a ticket straight from outlook itself. Instead of having to assign the ticket in Atera.
31 votes -
When assigning agents to tickets, show logged in user in dropdown.
The dropdown when assigning an agent to a ticket should show the current user, as only this way we know which device has the problem (as users don't always work at the same PC)
1 vote -
Dateien an Ticket hinzufügen
It would be convenient if files could be attached to a ticket.
A current workaround is to create an internal note and then attach the file, but then it becomes necessary to search for the file in the ticket history whenever the ticket becomes longer.1 vote -
ticket activity messages
I think it would be very useful that ticket's history section reflects which Rules has been applied (appearing on history as the rule's title), and not just the action. This would work as a kind of "debug", helping us to confirm which rules are really applied on each scenario and accelerating/helping a lot our learning curve.
1 vote -
Alerts for new ticket and ticket replies
You know how alerts will play a sound when it happens? That would be great if you could make tickets do the same thing. If someone creates a ticket I would like to be able to turn on a sound notification just like the alert sound settings. I already get ticket notifications on my phone so I do not feel like this is would be hard to integrate into the web dashboard.
1 vote -
Tab based system to view tickets
When you click on a ticket to read it, it opens it in a tab at the top of the screen and pauses time tracking for every ticket except the one you are viewing.
This would be useful for comparing information between tickets without having to open multiple browser tabs.
1 vote -
Time entry defaults
It would be nice to have several time frames as predefined buttons, e.g. 15 min, 30 min, 1h, 2h.
That would speed up adding time entries4 votes -
Add e-mail signature manually
There currently is no way to add the e-mail signature again once it's been deleted.
It would be nice to be able to simply click a button to get it back, instead of having to go back to the ticket list and opening the ticket again.
Even better:
the ability to choose between several signatures4 votes -
Scheduled Ticket Reply Functionality
Idea Overview:
The core of this proposal is to introduce the capability for users to draft ticket replies and schedule them to be automatically sent at a later time. This feature would be invaluable for managing communication outside standard business hours, allowing for strategic planning of responses to ensure they are delivered at the most appropriate times without manual oversight.
Benefits:
Improved Efficiency: Users can manage their workload more effectively by drafting responses when convenient and scheduling them for optimal delivery times.
Enhanced Work-Life Balance: This feature supports a healthier work-life balance by accommodating work schedules, especially for those who…
1 vote -
Marking at ticket as resolved - New ticket layout
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 -
Main page - new ticket button
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 -
Create a new user as part of assigning the ticket to a new user flow
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 -
Ability to assign ticket to customer, not contact
I want to be able to assign a ticket to a customer without choosing a contact.
28 votes
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