720 results found
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Emails to other than the requester
I would like to be able to start a "side conversation" on a ticket for when I need to communicate with a third party related to the issue at hand.
70 votes -
Ticket tabs "more"
When there are more than (on my screen) 13 ticket tabs open, you get a "x more" (x being a number) stack to the right.
I cannot find an option to close open tabs in that list.
Please add an "x"-Button next to ticket title in that list.2 votes -
Restrict the ability to set Closed Status on Tickets
Since "Closed" status permanently closes a ticket without giving the requester the ability to re-open it, I'd like the ability to remove the "Closed" status from the Status dropdown box.
The workflow we want to have is a technician sets a ticket to "Resolved" and then an Atera rule automatically changes Resolved tickets to Closed after a period of time which can be done. However technicians are accidentally setting tickets to "Closed" and duplicate tickets are being created when a requestor immediately replies.
I know there's an option to allow "Closed" tickets to be re-opened, however I do not want…
1 vote -
Tickets page new column
Add the ability to add a column showing total time logged to a ticket directly from the main tickets page.
1 vote -
Trouble Ticket Detail Templates
I would like Atera to implement a Ticket Detail Template feature within the New Ticket screen, specifically under the Enter Ticket Details field . This enhancement would introduce a dropdown menu that allows users to select from predefined templates, helping streamline ticket creation and ensure consistency in language, formatting, and technical detail.
How it Would Work:
Dropdown Placement: Above or below the Enter Ticket Details field, a dropdown menu labeled “Insert Template” would allow users to select a predefined ticket detail template.Template Management:
Templates would be configured by Admins in the Admin center.Each template should include:
Formatted text,…15 votes -
ticket sentiment in API
Ticket Sentiment column is not exposed in API. When running reports, I cant get sentiment column for reporting the negative sentiment tickets
1 vote -
Ticket Titles Lost after Merging Tickets
Merged tickets have no history of their ticket titles. The ticket activity on the destination ticket just says "Ticket #40346 merged into this ticket" for example.
The conversation entries are preserved but often the ticket titles will have the crucial information for the issue and they are lost when the ticket is merged.
1 vote -
Can ticket automation do follow-ups and close if no answer?
We've been trying to find a way to implement automated tickets follow-ups (using "activity status" and "hours since status changed") but can't seem to get it to work. Has anyone been able to make it happen? Currently, there is no trigger for Activity Status just Status. We cannot mark the ticket as Pending everytime to trigger this automation. Defeats the purpose of an automation it will have be done manually. I found a reddit article replied by Atera (3 years ago) and still no change. https://www.reddit.com/r/atera/comments/zevva9/can_ticket_automation_do_followups_and_close_if/
1 vote -
Built-In Calendar & In-App Scheduling
Introducing a built-in calendar within Atera would greatly improve workflow by allowing users to view, manage, and schedule tickets all in one place. This would reduce time spent switching between applications, streamline ticket creation, and enhance overall productivity for teams. We strongly encourage Atera to consider developing an internal calendar feature to better support technicians and improve the user experience.
1) View schedules in real time – Technicians can instantly see their assigned tickets, appointments, and availability in one place.
2) Assign and update tickets quickly – Dispatchers can schedule, reschedule, or reassign jobs without leaving the system.
3) Stay…1 vote -
API for emails to pull tickets in via API calls rather than forwards or SMTPAuth
An option to integrate with email providers i.e. Microsoft via API calls rather than forwards.
This would allow emails/tickets to be pulled in fast, secure and minimises the amount of issues that can arise from email forwards and can help prevent ETP systems from double scanning emails that have already been checked (reducing hops and preventing further delivery issues)
2 votes -
Ticket Forms, under type, Dropdown with dependencies, it would be nice to multiple child levels.
When creating new ticket forms and selecting a dropdown with dependencies, there is only one child layer option. It would simplify our setup if we could include multiple child levels. I have attached an example of the current option and the desired option.
2 votes -
Ability to set default ticket form by customer
Please add the ability to set default ticket form by customer.
for MSP's customers have different requirements and needs. I have customers who require users to answer questions like "Problem Type" and the user can select "Website" or "ERP" which we can use to assign the ticket to the correct person/team or report on. i don't want that showing for every customer and i don't want to have a dropdown for "Select ticket form" that can show my customers that i have other customers.1 vote -
Request for Larger Page Limits When Querying Tickets, Customers, Alerts, etc.
I’d like to request an enhancement to the API/UI regarding data retrieval limits. Currently, when querying items such as tickets, customers, alerts, and other objects, the page size limits are quite restrictive. This creates unnecessary overhead, especially for larger environments where we need to pull or review substantial datasets.
3 votes -
Display a tickets details on the "New Child Ticket" or "New Parent Ticket" screens
When creating a child or parent ticket from within an existing ticket, I click "New child ticket," which opens the "New ticket" window. But I sometimes forget to check the site, user, priority, etc. before clicking "New child ticket" and the info isn't displayed anywhere in that new window.
If I click "Cancel" to go back to the existing ticket to copy the info, for some reason it doesn't take me back to the existing ticket I was just in. Instead it takes me to the default "All Tickets" page.
From there I have to find the existing ticket again,…
1 vote -
Sort or filter by tag.
Being able to sort by Tag or filter all with out a particular tag.
1 vote -
Deleting comments
Ability to delete comments.
If an external email has dropped inappropriate content into a ticket, we should be able to delete that ticket comment to remove the content.
46 votes -
Ability to schedule already open tickets
I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
It doesn't even need to be necessarily closed, just disappear…30 votes -
Status suggestions
When you click on the word STATUS in the Ticket view, it is not putting them in alphabetical order. Please fix this. Additionally, please give us the option to change the colors on Statuses - there's not good way for new tickets to jump out when a new ticket comes in other than have it marked Unassigned.
1 vote -
Parent ticket
When closing the parent ticket, have a notification box confirm that all the child tickets will be closed with it.
1 vote -
Assigned Group Feature Needed
Hi, I need a way to group tickets by assigned category, such as Security, Networking, Printers and Scanners, Hardware, Software, etc. This would allow for better analysis of the data. Is it possible to add this feature? Thank you!
1 vote
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