786 results found
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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 -
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 -
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
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