780 results found
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Schedule existing tickets
the ability to schedule an existing ticket for a later date
172 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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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?
2 votes -
Ticket automation rules for time base conditions scenarios
Ticket automation rules for time base conditions:
Rule 1:
For Open status tickets, existing or new - 3 day no comment or update - either internal comment or public reply, send an email.Rule 2
For 15 day Pending status ticket no comment – For tickets that have been in in pending state for 15 days and haven’t had a internal comment or public reply send an email.Rule 3
Pending 12 day reminder for the 15 day no comment or update. So the same as Rule 2 but at 12 days which send an email to the technician who…3 votes -
Ability to CC someone when you create a ticket
I would love to be able to add a CC on the new ticket page. I have to create a ticket , open it, have to respond to the ticket and add all the CC people 2 step process. If i could just throw a CC field just on a new ticket creation, that'd be helpful.
36 votes -
Time entry on customersite check box
The option to have a checkbox in the time entry window to check if a time entry is done on the customersite.
Right now, the only way to have a time entry be checked as on customersite is by creating a time entry with the mobile app.
But as soon as it is edited with my workstation trough the webapp it will be unchecked from on customer site.
Best way is to just be able no matter the app or platform to check a box to mark the time entry as being done on the customer site or not.
3 votes -
Custom Ticket Activity Status
Recently Atera has added the ability to create custom ticket status, and also change the Ticket Activity Status manually. However I would like to create our own custom ticket activity status' beyond the "Read" "unread" "Awaiting customer response" "Awaiting Technician Response".
Personally I find the coloured labels much easier to identify what the status of a ticket is, so being able to add Activity status' like "Pending Third Party" or "Booked in" will make it much easier to see what tickets I don't need to look at with a quick glance.
36 votes -
Assign multiple technicians to a ticket
By a community member:
We need the ability to assign multiple technicians to a ticket. We have ceveral tickets that would consider projects requiring multiple technicians to coordinate assigned tickets.399 votesHey all,
We're excited to announce that we're exploring the development of a new feature focused on ticket queues and assigning technician groups in Atera.
Your feedback will be invaluable as we shape this feature to meet your needs and preferences.
If you'd like to provide input on this feature, please schedule some time for a call using the link below:
Your insights and suggestions are essential to us as we continue to improve and innovate within Atera.
All the best,
Yakov
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Ability to embed the ticket template on a site and then it will create a ticket
Ability to embed the ticket template on our Sharepoint and that will open a ticket in Atera
5 votes -
Client Ticket Assignment
Auto Assign Tickets, to Clients, based upon Subject Header of the email sent. (Not only the email address that it is sent from.)
6 votes -
Ticket Rows too large on screen, need a way to customise layout
Size of the row that each individual ticket takes up is too big, can only fit about 8 tickets on a 1080p screen
it still manages to also cut off the title when its too long though!
need a way to change the layout of the ticket
2 votes -
Change Activity Status as an action for the ticket automation rules
Change Activity Status as an action for the ticket automation rules
2 votes -
Change email response when "Login using activation link" is clicked
The email sent is unbranded and looks suspicious.
It would be good to create our own branded email and provide further information such has details on how to log a ticket correctly1 vote -
Tickets from Alerts auto-requestor-assignment
If there is no user assigned to a "machine causing an alert", set "requestor" to a Techician or System.
Current automatic behaviour is to set the first (alphabetically) contact from the affected Site to the alert/ticket .1 vote -
tag search
Adding tags to different tickets are not getting recognized by the search engine.
It would be great if you can search for ticket-tags just like in the knowledge base with "#tagname" or if there is a free-text field in the filter section and not just checkboxes for the tags.
And on top of that in the filter section the tags are not in alphabetical order, this would help too!greetings
2 votes -
Ticket Checklist
The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.
292 votesHey all,
We're considering the development of this feature in the coming months and would love to hear how you'd like to see checklists implemented in Atera.
If you'd like to discuss your needs, please schedule some time for a call here:
https://yakov-atera.youcanbook.me/
All the best,
Yakov
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Edit Ticket Notes
Please add the ability to edit and delete internal notes.
243 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Send emails to users who aren't the requester
I would like to be able to edit the "to" field when posting a public reply to a ticket.
I'll describe how it works in the current implementation, and then what I'd like.Let's imagine that there are three users - the technician, User A (the requester), and User B.
The technician would like to confirm approval with User B, and have the reply automatically logged in the chain for posterity. They don't want this email to be sent to User A, who doesn't need to see it.So:
- a public reply = email to User A.
- A…2 votes -
Bidirectional integrate with azure DevOps tickets
Bidirectional integration with azure DevOps tickets.
1 vote -
Ability to add time to Internal Notes, or Allow Multimedia in the Timers
We should be able to post multimedia in the ticket timers, or be able to add time via a discussion.
It is very handy to be able to post pictures in the time entries, and to be able to add time to a note.
Please add either or both.
2 votes -
Delete Time Entries without Full Admin Access
It should be possible for a technician to delete a time entry without having full admin access.
Without full admin access, a technician can even delete an entire ticket. It is also possible to edit the time entries as desired and to select whether the entry should be billed or not.
With all these possibilities, it would be desirable if the technician could also delete the ticket right away.
2 votes
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