708 results found
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Self-healing tickets
Self-healing tickets
3 votes -
Auto-reply for the client that would come from 'donotreply@atera.com
Auto-reply for the client that would come from 'donotreply@atera.com
1 vote -
Better organization for Attachments on Tickets
It would be nice to have an attachments tab or category on tickets. Somewhere where all the attachments on a particular ticket are viewable. Either similar to the attachment tab for customers or just linked to side like the other ticket details.
With the current system, it very easy to loose track of attachments, especially if someone else added it to the ticket because you may not see it without scrolling through all of the notes.
3 votes -
Change layout to tickets
It would be awesome if the end user could navigate through "square", clicking from macro-categories to specified categories and automatically fills the relevant fields.
Example
Hardware/software configuration -> print installation -> select the printer(s)
HR resources -> onboarding new employee -> (fill contacts fields and hardware/software/permissions required)
2 votes -
Add products while creating a ticket
We would like to be able to add products and expenses to tickets while in the ticket creation page.
Currently a ticket needs to be fully created, then open the product and expenses menu in order to add products to a ticket. It would be beneficial to workflows of creating tickets where products are being delivered or purchased to be able to add them before opening up the ticket.
7 votes -
The timesheet report should show note, date and summary of time spent not just the start and end time.
The timesheet report should show note, date and summary of time spent not just the start and end time. Like the show time entries screen.
3 votes -
Attachment is missing on the ticket notification email.
Add attachment to the ticket notification email.
2 votes -
new ticket sound
Allow to have a sound (like alerts) for new tickets and new ticket responses.
4 votes -
automatic technician response
It would be nice to have an option for automatically switching a technician to the current profile in responding to a ticket. For example, we have automation that sets the default technician for all incoming tickets.
When another team member is responding to a ticket they have to remember to manually assign the technician to themselves before responding or it appears to the end user that the default technician is still responding. Having an option to override that and respond as yourself would be great. I hope that makes sense.
3 votes -
Export Ticket Information
I would like the ability to gather ticket information over a period of time (1 week, 1 month, etc.) and export the details of these tickets to an Excel spreadsheet. Every week I have to make a report about trouble tickets we are seeing in our organization. Being able to export that data to Excel would be helpful for this. As well as having the details of the tickets themselves, so we can better track common issues that are occuring and find a mass resolution fix instead of having to fix the issues one at a time as they come…
29 votes -
Thread Action
Agents now have the ability to create a Ticket or Task from a Ticket’s thread entry or from a Task’s thread entry.
Need to create a separate ticket or task from a user’s message to separate or expand on that item? No problem! Now with thread action, agents can simply create a new ticket or task with the message and keep it in the original ticket thread. Thread actions are noted in the original ticket thread with reference to both the new item as well as the thread item it was pulled from.
1 vote -
Multiple contacts for a single ticket
needing to add multiple contacts for a single ticket rather than having to create separate ticket for each contact. when we have a ticket come in that affects multiple people, we like to avoid having duplicate tickets for the same exact issue which can cause multiple technicians to work on the same issue. old ticketing system had an option for "watch list" which allowed us to enter email addresses (internal or external) so they would all receive the updates from a single ticket. i am aware of the "cc" field but can be difficult to remember to add these email…
23 votes -
Display entire ticket conversation in email template
I can only display the last comment made by the customer in an automated email ticket. The issue is that there is no context for the user's response without visiting the Atera portal. A helpful feature would be to allow the entire ticket conversation to be displayed in an automated email template when the user updates a ticket.
47 votes -
Ticket view in agent page
When on an agent, ticket list is missing on the page.
So nightmare to list all tickets where the agent is implicated.on the contact page, we can view a ticket list ( very simple should be improved ), but as for us contacts are associated to one agent or more, it would be good to have a view of all tickets when on agent page, in order to have all history at agent level and not contact only
3 votes -
Send mass email from Atera to customers
Send mass email from Atera to customers
3 votes -
save Ticket view on customer page and mobile app.
save Ticket view on customer page and mobile app.
These get reset everytime.4 votes -
Remove Admin from Auto assignment to ticket
Ability to remove the admin from being auto-assigned for tickets.
23 votes -
Option to assign multiple contacts to a ticket.
Option to assign multiple contacts to a ticket.
A single issue in a ticket can touch multiple users/contacts. When an ticket is scaled up from incident to problem. or when multiple people experience the same issue. I would like to be able to add more contacts to an issue.22 votes -
Customize fields that are included/ data the is collected in the Requestor info,
Be able to include computer name, IP address in the Requestor Info in user generated tickets.
1 vote -
Hide Contract Rate on ticket time entries
Currently, if engineer/technician goes to ticket time entries, he can see the rate we are charging customer. This information should not be shown to technician unless allowed via permissions. Billing and how much who is charged is responsibility of accounts team and engineers are not supposed to even see this information.
You can mention the rate name, but no need to add the value to it... THat can be looked up if needed.
4 votes
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