740 results found
-
Chat feature not translated in French
Chat capability is not translated in French. It remains in English which means our customers cannot use it. This is one of the reason, also the helpdesk agent that is not translated, that we are not using Atera's ticketing system
4 votes -
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 -
Automatically assign ticket to a client
Automate a ticket to automatically be assigned to a client even though I receive notifications for all clients from the same email address (using automation, the name of the client is in the subject)
9 votes -
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 -
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 -
bulk ticket upload
It would be nice to be able to create multiple tickets (especially scheduled tickets) by uploading a csv.
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
-
Update asset from the list once a ticket is updated
Update asset from the list once a ticket is updated
1 vote -
set up an automated response for a new ticket created having different responses ( after hours versus during normal hours)
Set up an automated response for a new ticket created having different responses ( after hours versus during normal hours)
4 votes -
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 -
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…
26 votes -
Self-healing tickets
Self-healing tickets
3 votes -
Spell Check
Adding spell check when replying to a ticket
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
- Don't see your idea?