782 results found
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Labor Entry Template
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 -
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…
5 votes -
Select multiple tickets after searching
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 -
New Ticket description - able to set as internal note
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 -
API Create Ticket from AgentID
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 -
First Response from Automated Replies or Changing Status
Change how the first response is registered as our techs don't often send an email from the ticket before starting to work as we have the Automated responses for when a ticket gets assigned and then techs usually contact the client directly.
Can either changing the status from Open to Schedule or In-Progress count as First response or once the Automated response for when the Tech has been assigned be used as the First response.2 votes -
Deleting Attachments from tickets
Attachments within tickets can sometimes contain sensitive information, as a hosted service I think being able to delete attachments can sometimes be necessary.
1 vote -
Ticket creation in the name of customer should still show creators name
If I create a ticket in the name of the customer, it shows the name of the customer in the ticket description as if the customer wrote the ticket.
Even if I open the ticket in the name of the customer, it still should show that I wrote the entry. Every entry should have the name of the original author, so it's clear in the conversation history who wrote the specific entry.
Thank you2 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
4 votes -
Ticket Category Automation
Would love an "if this then that" sort of automation, or better, AI assistance. With the AI understanding our product categories, it should be able to use some keywords to properly categorize tickets (or let us give 3-4 keywords per category that trigger it)
Right now we have a new ticket rule that says if x is in the subject or body, category is Y
As you can imagine, that gets extremely unwieldy very fast. I'd like one "categorization rules" area where I can say "if x, then y. if a, then b. If C, then d"
But, I feel…
2 votes -
email out from ticket to a different user
Ability to send an email from a ticket without including the ticket holder.
For example, A user sends through a request that requires HR approval. I would like to be able to email HR to request approval without having to include the user who sent in ticket.
2 votes -
Change the comment option for tickets not look like an email to the customer. Have it more accessible.
Change the comment option for tickets not look like an email to the customer. Have it more accessible.
1 vote -
Priority matrix ITIL
Current impact values (server issue and site down) do not reflect to many real life scenarios and are not in line whit industry best practises.
So i propose the possibility to use "Priority matrix" when creating tickets.
Most of companies use matrix to define ticket priority.
Priority is based on impact and urgency and field is not user editable.Impact and urgency are defined on scale LOW-MED-HIGH-CRITICAL
And based on values user has submitted ticket priority is defined to
LOW-MED-HIGH-CRITICALMatrix could have 2 default option 3x3 (low-med-high) or 4x4 (low-me-high-critical)
This provides companies the possibility to define their own…
2 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.
1 vote -
Send ticket to a another person
Want to be able to reply to the ticket to another person, like a vendor so they can have all of the thread. But here, i can only change the requester but it would change the entire ticket.
2 votes -
When adding device to ticket allow searching by username instead of Device name only
When adding device to ticket allow searching by username instead of Device name only
2 votes -
Auto Addressing
A very small but useful feature. When replying to a ticket as a tech, automatically include the following or something similar.
Hello/Hi/PreferredGreeting {{requester.first.name}}
Message body written by tech
Kind regards, {{tech.first.name}}
1 vote -
sort tickets by more than one field
Please add the ability to sort by multiple likes in SQL,
ie in sql you can
"SELECT id,
firstname,
lastname,
salary
FROM employee
ORDER BY salary DESC, last_name;"This would be very helpful for tickets
6 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.
4 votes -
bi weekly scheduled tickets
Ability to create a scheduled ticket for every 2 weeks (bi-weekly). i.e. every two weeks starting monday, July 17th.
1 vote
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