776 results found
-
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 -
Ability to write on the ticket when a technician is on a phone call so it would stop the SLA
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 -
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
-
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 -
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 -
More Triggers on Ticket Automation Rules For when anyone answers on the ticket
Ability to have more triggers for the Automation Rules. We want the trigger to be "Someone Answered on ticket" . I want to be notified if anyone has answered on the ticket.
6 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 -
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 -
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 -
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 -
Project Ticket
Project Ticket - separate Tab like Scheduled Tickets.
This ticket should not be excluded from SLA counting243 votes -
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
- Don't see your idea?