739 results found
-
New Tickets page UI - Feedback [Q1, 2026 Feature release]
Hi everyone — we’d love feedback on the new Tickets page UI (the redesigned, configurable table).
What’s new (vs old Tickets page):
- Detailed vs Compact view (Compact = more rows per screen)
- Show/hide columns
- Reorder columns
- Sorting + saved views
- New columns: Approval status, Created date, Last action date, Parent/Child tickets
What we need from you:
- Reply with anything you’ve noticed, but if you can, use this quick format:
1) Your setup
- Detailed or Compact?
- High-volume queue or occasional triage?2) What works
- What’s better than the old page?
- Missing columns?
- Too many clicks?…3 votes -
Unread tickets
It would be helpful if tickets that receive a reply but have not yet been viewed by the assigned technician were visually highlighted in the ticket list.
For example, unread tickets could appear in bold or display a colored background, similar to how email clients distinguish unread messages. This would make it much easier for technicians to quickly identify tickets that require attention.
1 vote -
Edit tickets
This is getting so frustrating. I'm human and I make typos or accidentally post to the wrong ticket. Please give admins in atera the ability to edit tickets. I'm so frustrated with this that I am looking for a better ticketing solution.
1 vote -
when replying to a ticket from an email client as the agent, the comment is not added into the ticket.
when replying to a ticket from an email client as the agent, the comment is not added into the ticket.
For instance, emails to helpdesk@domain.com get sent to atera. A helpdesk manager replies to the original email within their email client rather than in atera. Atera does not properly ingest this as a new comment, even though the helpdesk@domain.com was CC'd. Also, when the customer responds to that helpdesk manager email, atera creates a new ticket rather than merging from the original ticket. Freshdesk handled all these scenarios with ease. Atera is frustrating to deal with for ticketing. Much more…3 votes -
Dynamic date filter for tickets
I would like to have a ticket filter that says "older than xy days"
We use a filter that says "older than 1 month", but I have to adjust it manually every month because that option does not exist.
1 vote -
More "snippets" available
Beginning to use approval requests in tickets and would like to be able to list who the selected approvers are when sending out an email to let people know who is approving or denying their request. Expanding on that more available options to use as snippets when sending a form email would be helpful.
1 vote -
Stop changing the interface!
Sick and tired of the constant changes, and always for the worst it seems.
I now have to have the side bar pinned wide, or I get it flashing wide/small/wide/small as I work and move my mouse about.
Used to be able to select then copy the ticket number and title in one easy go.
Then a change and now I need to select it just right to get both, but when pasted it would be over two lines.
Then most recent change and selecting is still a pain but can acheive that, but now pasting is over three lines.
…
1 vote -
newest
the ticket order newest to oldest i dont like at all
1 vote -
Make ticket timer go away when creating ticket
We are not an MSP and I don't lord over my tech with how long things take and how long it takes to open a damn ticket. I absolutely hate the ticket timer. I DO have it hidden, but it still shows up when I create a ticket and it's checked by default. Give us power to get rid of this nasty thing. Thank you!
2 votes -
Adding the option to append the date of the ticket creation to the ticket number.
We are in the process of onboarding with Atera and noticed that the ticket numbers are simply an incrementing number.
Some of our users appreciated the old system's ticket numbers including the date that it was created. an example being 15-11202025, this way it can be identified as the 15th ticket created on 11/20/2025.
Can a checkbox option be added in the settings for companies to choose to add the date to their ticket numbers?
6 votes -
Need the funtion to add calendarentries for team members
Until recently, it was possible, to create calendar-entries for tickets in calendars of team members. Since a few weeks, this is not possible anymore.
This was a key feature for us, when managing tickets. We urgently need this function back. A team calendar is not a solution, as we dedicate the ticket to a person.1 vote -
Ticket body - not wrapping text properly words cut off
Finding clients that type a longer ticket description the ticket body is not wrapping and several words on the right are cut off.
1 vote -
US pacific time zone support.
There always seems to be a day delay in regards to ticket responses. I think ticket would be resolved twice as fast if there were a dialog closer to real time.
Thank You.
1 vote -
Allow scheduling of child tickets
When creating a child ticket allow it to be scheduled, aids in project management and disable/enable scenarios for sharing, access or user leave.
1 vote -
Resize comment box
Ability to resize the comment box, not just full screen
1 vote -
Allow ticket properties to be made visible based on the ticket Technician Group
Atera currently displays certain custom fileds based on the ticket form that's selected.
This requires us to create Tickets Forms e.g. Workforce tickets that aren't user facing so that we can see the corrosponding fields inside a ticket (See attached screenshots)
Because we have to use a form for displaying these fields, a non user facing form is displayed in our user ticket form which isn't ideal.
We use technician groups to act as different queues for different types of tickets e.g. Workforce tickets. Can we make certain custom fields visible based on the Technician Group rather than having to…
1 vote -
Ticket Times
If a user raises a ticket, and has a device linked to that user. When you connect to that device via Atera, it should automatically add the time you were connected to the ticket. Other tools such as Autotask have this feature and it is extremely useful
1 vote -
ticket time
If a user raises a ticket, and has a device linked to that user. When you connect to that device via Atera, it should automatically add the time you were connected to the ticket. Other tools such as Autotask have this feature and it is extremely useful
1 vote -
Time Since Last Activity Condition
I would like to see a trigger or condition based on the Time Since Last Activity of a ticket.
I am wanting to create an automation rule that sends an email to a technician after 72 hours since last activity on an open or pending ticket as a reminder to follow up on the ticket.
1 vote -
Ability to copy a ticket
Sometimes I have to create several tickets that have all the same information - it would be helpful if we could "copy" a ticket as a starting point and have it bring over all the info (categories etc.)
2 votes
- Don't see your idea?