690 results found
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Ticket Rounding - 5 minutes | 10 minutes
Add 5 and 10 minutes option to Ticket Rounding Settings
20 votes -
Remove Ticket system if not required
We only required this software as monitoring purpose if we don't want ticket system, so you can provide option to disabled ticket system feature from admin panel.
1 vote -
Automation rule send email to previous tech on reassignment
ability to create an automation rule which will notify a tech if a ticket is no longer assigned to them.
we've have instances of techs working tickets that had been reassigned to another tech.2 votes -
Hide dollar amount when adding a ticket entry
Can there be an option to hide the actual dollar value (currency value) of the contract rate when adding time entries?
1 vote -
Phone system integration for tickets
Phone system integration for tickets
5 votes -
Auto CC or BCC Email Addresses on Ticket Replies
It would be good to have the ability to always cc or bcc ticket replies from an agent to an email address.
4 votes -
Respond to tickets without clicking into them
It would be great to be able to post a response to a ticket from the tickets page without having to click into the ticket and wait for it to load.
1 vote -
7 votes
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Generate a WARNING requiring confirmation if you try to delete a ticket with time entries in it
Currently the confirmation popup to delete a ticket is the same whether there are time entries inside the ticket or not. Since it is so cumbersome and time consuming to check whether time entries are attached in a ticket, can you please add another warning when deleting a ticket that would say "WARNING: There are time entries in this ticket, are you sure you want to delete it? [Yes/no]".
Thanks!
4 votes -
Unable to schedule already created ticket that was logged via email
A client emailed a ticket to our support ticket system and I wanted to schedule it for a later date but was unable to. Upon investigation tickets can only be scheduled when it is created within Atera.
2 votes -
Need more product family level under the ticket
Need more product family level under the ticket
1 vote -
Multiple Support Addresses
In Freshservice MSP version of the Helpdesk, i have had the option to setup clients with their own support addresses.
I can get you screenshots if needed.
Here is the setup:
As the MSP, i setup my default support address.
Then i setup each client that requests their own support address (Incoming & Outgoing). They can then send an internal email and get a reply from an internal email as well.This helps with clients that have their own smaller IT Dept that piggyback off the MSP helpdesk for cost savings and in the event of escalation or Out of…
3 votes -
Preventative Maintenace Scheduled Ticket cycles
It would be great to be able to automatically schedule maintenance for a device:
1- Laptop for general maintenance every 3 months - sends a user a email for the maintenance, to contact IT ticket notification for the technician.
2- Equipment batteries (Mouse, UPS etc) every 2 years - ticket notification for the technician.A start date with cycle options (daily, weekly, monthly, every Monday etc).
Select devices to include/exclude.
Keep the PM separate from Corrective maintenance.
Import/Export of schedules as systems or requirement change.1 vote -
Custom fields
I need custom mandatory fields to open a ticket and other custom mandatory fields to close a ticket. Separated.
I need to change the custom fields presented to the technician at creating and closing a ticket based on the product or contact name or any other combination of fields.
2 votes -
Default Time Entry Based On Contract
Hi Team,
It would be helpful if the Default Time Entry Length was moved from the Settings menu and placed in the Contract.
The reason for this is different contracts have different minimum time billed.
A T&M customer may have a minimum of 1hr when a full service client may be recorded in 15 minute increments.The ability to set this against the contract would allow more accuracy in time recording and client billing across the board.
1 vote -
Auto-Assign Ticket to Last Commented Technican
It would be awesome to have the automation option of Auto-assigning an unassigned ticket to the technician who adds a comment in the ticket. For example,
- Contact creates a ticket which would be unassigned
- Technician 1 responds to the ticket via email or the portal by sending a message.
- Auto-assign the ticket to Technician 1
3 votes -
New Ticket description - able to set as internal note
When creating a new ticket in Atera (not via mail), have the ability to have the description field as an internal note.
This way our first line could give a detailed description when creating the ticket for our other lines to follow up without giving this info to the contact.
3 votes -
API Create Ticket from AgentID
You should be able to create a ticket via the API with only a Agent ID or name.
If I am running a script and want to create a ticket from the agent, we should be able to attach an agent and ignore the user field information.
The User information should be relatable from the agent in Atera automatically.1 vote -
First Response from Automated Replies or Changing Status
Change how the first response is registered as our techs don't often send an email from the ticket before starting to work as we have the Automated responses for when a ticket gets assigned and then techs usually contact the client directly.
Can either changing the status from Open to Schedule or In-Progress count as First response or once the Automated response for when the Tech has been assigned be used as the First response.2 votes -
Deleting Attachments from tickets
Attachments within tickets can sometimes contain sensitive information, as a hosted service I think being able to delete attachments can sometimes be necessary.
1 vote
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