730 results found
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Ticket Rounding - 5 minutes | 10 minutes
Add 5 and 10 minutes option to Ticket Rounding Settings
22 votes -
Ability to merge tickets using the API
We have some automatically generated tickets that we would like to automate merging into parent tickets. From what I can see the API doesn't have an option to merge tickets.
2 votes -
Create ticket after a device was manually shutdown
I would like to know if it's possible to "automatically" create a ticket after to manually shutdown a computer ?
For example :
I choose a computer 'PCuserXXX'.
I go to the shutdown command within atera
Once the computer is really shutdown, I would like to automation a support ticket for the contact 'PCuserXXX'
1 vote -
Generate time entries even when you're using the AI assistant/scripts. Would be nice to be able to bill our customers for it also
AI Scripts/ticketing: Generate time entries for when you do a script from the AI – it would be nice to write as a time entry and bill the customers on that.
2 votes -
sort custom field
I created a Custom Field on our Support Portal. It is a dropdown of all our Sites. Is there a way to sort the list alphabetically? We have about 30 sites and it's hard to use the dropdown box if the names are not sorted alphabetically.
5 votes -
Ability to connect survey results from Atera to Google reviews
Ability to connect survey results from Atera to Google reviews
2 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 -
Phone system integration for tickets
Phone system integration for tickets
5 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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Ticket automation based on relative date instead of fixed date/time.
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…
6 votes -
Ability to create different round-robins for tickets
Ability to create different round-robins for tickets.
We have technicians that are on different shifts and we would like to assign it as such3 votes -
Support to connect to a 365 mailbox
It would be ideal for Atera to support connect to a support mailbox that would provide the functionality of a full-access user over the mailbox. Freshdesk supports this in their free tier
5 votes -
Need more product family level under the ticket
Need more product family level under the ticket
1 vote -
Automated emails to blocked customers or non-main contacts who contact us
Automated emails to blocked customers or non-main contacts who contact us
2 votes -
Project Ticket
Project Ticket - separate Tab like Scheduled Tickets.
This ticket should not be excluded from SLA counting248 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 -
Pending tickets - follow up date
Pending status has a follow up reminder with a date/time that can trigger that reminder.
5 votes -
Simple Ticket Reminders for Technicians
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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