782 results found
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Auto-resolving ticket improvement
With the new addition of auto-resolving tickets powered by ChatGPT, can the specifications of users' and agents' computers be used to help provide specific instructions for both generating solutions and generating replies? For example, a simple ticket from a user asking how to restart their computer should generate step-by-step instructions based on their OS, using the information that Atera already knows.
2 votes -
Archive or Anonymise Tickets
To have the ability to archive, delete or even anonymise tickets, say older than 1 year.
6 votes -
Change the timer back
Only a minor thing, but the new font being used for the ticket timer is just plain ugly. It cheapens the interface, its way bigger than it needs to be. Please change it back to the previous font.
1 vote -
Atera to Slack channel integration for new tickets
Would be nice to have tickets fed in to slack channel when a new tickets is opened.
9 votes -
Alerts
Tickets generatet by Alerts from Thresholds where perfect to Close Automatic after the Thresholds is normal again.
1 vote -
remove default ticket
Just a small thing. When creating a ticket, can we see a entire cascaded list of the Parent and sub parent values in one go in Product Type.
For example.
M365
EndPoint Manager
Exchange Online
SharePoint
BACKUP SERVICES
Veeam 365
Veeam Cloud ConnectRather than having separate drop-downs for selection.
3 votes -
Ability to sort tickets by Assigned Technician
Possibly be able to sort tickets by assigned technician. At the moment, when viewing all unassigned and assigned tickets to see what is being worked on currently, it looks rather messy.
9 votes -
Sheduled tickets, with an product or Expense.
Option to Add an product and expense to an Sheduled ticket.
We have sheduled tickets like 'Eset Endpoint renew' in that ticket can the product and expanse already be Added by Default.
1 vote -
Agent Collision Detection
When looking at a ticket that is unassigned, it would be nice to have an indicator to see if another agent is currently looking at the ticket at the same time and to see who is actively looking at that said ticket.
This would also play hand in hand when you use the @NAME feature, to see when that agent you @'d is now looking at the ticket and give a notice to if they respond to the ticket.
This is something that is included in Zoho which I have to use for a contract location we support and it…
9 votes -
1 vote
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Update asset from the list once a ticket is updated
Update asset from the list once a ticket is updated
1 vote -
remove the bug that allows a technician to override restrictions on closing calls by using the bulk option
My idea is to fix a bug that allows the bulk closure of tickets without filling in compulsory fields. Example, we do not allow the closure of tickets unless the product family and product fields are populated, your bulk update allows that to be by-passed and tickets can be closed without those fields populated.
1 vote -
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 -
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
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