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746 results found

  1. Ability to create tickets that are master tickets with sub tickets attached to it. mainly for bigger projects.

    This will for example Created a Project, within that project multiple tickets link to it where one could see how far % a project is, whats completed, whats not.

    63 votes

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    5 comments  ·  Tickets  ·  Admin →
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  2. The notes are sorted, that the newest is at the bottom. To get quick all the informations, it is better to change it, that the newest is on top!

    1 vote

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  3. Ticket creation from customer call

    5 votes

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  4. When making a new ticket, the Primary Contact should appear first in the list of users to make a ticket under, and they should also be designated by the green asterisk on their username, which is already evident in the Customer Page under Contacts.

    1 vote

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  5. There is no easy way, inside Atera, to scedule a date of work or planned date of work. Using SLA always is a pain and not relevant of all ticket and jobs to do. also, adding that colum in ticket with easy access to change the date and filter by date would be awesome.

    3 votes

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  6. Create Ticket on the API can only do Single Line, it would be good to add the ability to put switches in to add new lines or even html tickets.

    3 votes

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  7. Ticket impact/type: ability to just hide it completely

    1 vote

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  8. Email configuration for the helpdesk should allow for Office 365 integration. That way the ticketing system is reading the mailbox directly AND does not need to using name spoofing which can cause issues with mail filters like VIP Impersonation. It would be great to see Atera utilize this feature that has been readily available in other help desk platforms.

    1 vote

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  9. Creating an SOP to teach users about Ticketing Basics

    1 vote

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  10. In a corporate environment, we have multiple groups with distributed lists that consist of numerous members. Whenever a member of these groups responds to an email that already has a ticket in Atera, a new ticket is created, with the same subject as the previous replies and this sender is added as a requester. As a result, we end up with many tickets for the same issue.

    To avoid this problem, we would like all replies to be added to the same ticket, even if a member of the distributed list is included as CC. We want the replies to…

    2 votes

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  11. The ability to create multiple or custom ticket boards. Examples like Alerts, Admin Work, Projects, Escalated.

    With appropriate work flow rules as well

    19 votes

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  12. Move the conversation drop-down/menu to the top of the ticket under the initial email. Additionally this would make it necessary to have the original email/ticket submission be at the top at all times.

    2 votes

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  13. It would be a massive benefit to be able to disable the ticketing system completely within Atera. Like alot of Atera users, we use an external system due to how poor the built in Ticketing system is. Everything is tied to tickets but takes up space on the dashboard etc without being able to remove it.

    2 votes

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  14. Ability to schedule surveys to be sent out X amount of time per month, rather than every time after a ticket, so it doesn't spam the end-users

    2 votes

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  15. Sometimes when there is heavy workload and the customers are angry if we're calling after more than 15-30 minutes from ticket creation time. my suggestion is to send an automated reply with "we will call you back shortly" so the customers will feel that their problem is being mitigated and we did not forgot them.

    1 vote

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  16. Please show the first response time on the ticket list. This will be helpful to show that technicians are responding within the accepted time frames.

    Alternatively, itemize tickets on the Technicial Performance report, showing the tickets first response time.

    4 votes

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  17. When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"

    135 votes

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    11 comments  ·  Tickets  ·  Admin →
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    Nice! 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!

  18. Dynamic ticketing. Different set of questions dependent on what department/store/business is selected.

    For example, if I select that I am from department A, I would get a set of questions for the ticket that would be different if I selected department B.

    2 votes

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  19. ticket automation rules based on tags

    3 votes

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  20. A major feature for any helpdesk is the ability to create workflows for ticket requests or changes. This can be automatic, so if this is requested, please email this user in contacts for approval, or the approver can be manually selected on the ticket/request ie software install, file share access or new equipment. IT facilitates and implements company/business decisions. Having an approval process would go a long way in helping a company meet ITIL framework requirements.

    35 votes

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    6 comments  ·  Tickets  ·  Admin →
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