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746 results found

  1. 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

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    1 comment  ·  Tickets  ·  Admin →
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  2. 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

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  3. Ability to write on the ticket when a technician is on a phone call so it would stop the SLA. Right now, there is no way of doing it so our technician need to send a follow-up email to the client so it stops the SLA from within Atera.

    2 votes

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  4. Phone system integration for tickets

    5 votes

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  5. It would be good to have the ability to always cc or bcc ticket replies from an agent to an email address.

    4 votes

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  6. 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

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  7. 7 votes

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  8. 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

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  9. Ability to create different round-robins for tickets.
    We have technicians that are on different shifts and we would like to assign it as such

    3 votes

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  10. 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

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  11. Need more product family level under the ticket

    1 vote

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  12. 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

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  13. How nice would it be if there was a SIMPLE way on a ticket to establish a reminder (every x hours, days. etc) without having to set up elaborate time-based automations that are based on triggers. I can have a large number of tickets for many clients and if I can tell Atera to send an email or text reminder that I have "stale" tickets that have not seen activity, that would be quite nice. Sometimes nerds like me are scatterbrained and need notifications/reminders in my face to act on a ticket that got lost in the queue.

    3 votes

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  14. 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

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  15. 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

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  16. Some technicians have very repetitive entries for routine tasks. It would be nice if they could create a labor entry template for one of those tasks and when adding time can select it from a drop down, edit if needed, and submit. It would save time and allowed for something that is routine to them but not to others be documented thoroughly the first time, and not have them have to type everything out the next time. (Or simply write 'followed process' so another tech doesn't know what exactly was done.) These templates would have default times associated with them…

    6 votes

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  17. When we receive a ticket we plan this for a technician to resolve, and then change the ticket status from "open" to "pending". (To keep a nice overview of open tickets that still need attention.)

    We want to be able to change the ticket status back from pending to open again, when the planned date has expired, and the ticket still has the status "pending" instead of "resolved".

    Now in the date selector we only have "fixed" dates, not "Tomorrow" or "Today" or "Yesterday" so there is no option to create an automation like this, only absolute dates, or after…

    5 votes

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  18. Select multiple tickets after searching, this option is not available. Cleaning up the ticket queue is pain. The ticket queue is missing basic functions.

    3 votes

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  19. 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

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  20. 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

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