731 results found
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AI Automated Ticket Replies
AI Automated Ticket Replies: to create an automated reply to a customer based on their request. To ask basic questions. Email template in the ticket automation rules is good but it would be nice that AI would create a response and send it to the customer
3 votes -
Ticket automation process with self healing
Have the ability to create rules based on different device profiles and their status or alerts. Example: If a server goes down for more than X minutes automatically create a ticket, if the server goes up after such ticket has been created and no one has opened it automatically close the ticket. If a SNMP device has a warning or alert notification for more than X minutes automatically create a ticket so the technician can be aware of the problem. Sometimes we get so many alerts that real issues fall into the cracks.
1 vote -
Customize the response for when the chat is unavailable
Customize the response for when the chat is unavailable
1 vote -
Assigned Technician does NOT receive notifications if another Tech is set at the contact
It would be nice to get an email notification when another tech responds. For some reason if a tech responds or is the contact in a ticket. They do not Get an email response and would only know by manually checking the ticket.
1 vote -
Ticket creation from customer call
Ticket creation from customer call
5 votes -
Make the Primary Contact appear first in the list on new ticket creation window
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 -
Bypass SLA and scedule specific date + add this field to API
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 -
API Create Ticket
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 -
Ticket impact/type: ability to just hide it completely
Ticket impact/type: ability to just hide it completely
1 vote -
Office 365 Email Integration for Ticketing
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 -
Creating an SOP to teach users about Ticketing Basics
Creating an SOP to teach users about Ticketing Basics
1 vote -
All the replies in the same loop
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 -
Move conversation to top of ticket
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 -
Ability to disable ticketing system
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 -
Schedule surveys to be sent out
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 -
An automated message saying we will call you shortly, will be sent to the customer if the ticket was unread more than 15 minutes
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 -
Simple Ticket Merging
Currently in order to merge tickets you have to know the ticket number you wish to merge the selected tickets into. It would be very convenient to be able to select all the tickets you wish to merge together and when selecting merge, be given the option to merge all ticket selected into the oldest created ticket of the selected. Otherwise still be given the option to also put in the ticket number to merge into as it currently is setup to do.
Also would be nice to have it Auto-suggest merging of tickets when there is a ticket with…
18 votes -
First response time on ticket list
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 -
Reverse Ticket Conversation history
Option to reverse the conversation history at the bottom of the ticket, so that recent messages appear first.
2 votes -
Dynamic ticketing.
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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