48 results found
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Add Public Holidays for Business hours
There is only option to access business hours but there is no ability to add public holidays in the system which will impact SLA's.
Ability to add public holidays either in the Business hours section or new page.
11 votesHey all,
I am excited to announce the ability to add holidays to your business hours calendar is now live!
You can head into each one of your calendars and add any holidays you wish to stop the SLA during those days.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/215952807-Manage-Business-hours-calendars
As always, we hope you enjoy this new addition!
Yakov
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Automated ticket closing based on criteria.
Automated ticket closing and message to client based on Criteria
We want our ticket response times to look healthy. The problem is that often times, clients won't respond to use. Because tickets are flowing in so quickly, they often fall to the bottom of the page, and are lost. We try to follow a procedure of when a client doesn't respond to a ticket within 7 days, we close the ticket, and inform them that they can reopen it if this issue is still current, but that we haven't heard from them in 7 days so we're closing it.
If…
1 voteHey,
This is avalibale via our time-based ticket automation rules: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules#:~:text=Ticket%20automation%20rules%20enable%20you,actions%20based%20on%20time%20passed.
If you have any questions about setting this up, please reach out to our support team.
Hope this helps!
Yakov
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Ticket Type in the Ticket Automation Rule
Make the "Ticket Type" available in the Ticket automation rule>>> Conditions>>>Ticket Field
15 votesHey all,
We've introduced the ability to set the Ticket Type both in the Condition and Action part of our ticket automation rules!
This will allow you to both set the ticket type based on automated actions (such as the ticket creation) and to check the ticket type as a condition for different automation.
You can read more about ticket automation rules here: https://support.atera.com/hc/en-us/articles/360018434920
We hope you enjoy this new feature!
Yakov
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Show ticket created date
Please allow tickets to show the exact date of creation.
At the moment you can see Time Entry date and internal comment exact date.
For ticket creation, you are left with "Created 2 days ago" or "2 months ago".1 voteHey,
We currently display the exact date in the Ticket Activity as the 1st entry of every ticket
We will consider changing the date in the header to the precise date down the line.
Best,
Yakov
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Ability to forward or change "To" recipient in emails.
Currently the only way to forward is to add the forwarding recipient to the CC field, where the original recipient receives the email.
When escalating to third parties etc this is sometimes not practical.
The ability to change this would be very useful.76 votesHey everybody,
The ability to forward or change the "To" field in tickets exists in the system.
You can do so by clicking the little pencil next to the requester panel (see screenshot).
By changing the contact for the ticket, if you send a public reply, for ex. to a 3rd party, they will receive the ticket history as well.
Hope this helps!
Yakov
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Append original ticket when customer replies to automated notification rather than creating a new ticket.
Append original ticket when customer replies to automated notification rather than creating a new ticket.
At the moment the notifications from the ticket automation rules with the email templates will not append to a ticket when replied to , but open a new one.Refer Atera case #262087
63 votesHey,
This is possible, it requires adding the Ticket number snippet in the Email title ( [#{[Ticket Number]}].).
Please check this following KB: https://support.atera.com/hc/en-us/articles/217598427-Create-email-templates#Createemailtemplates
Hope this helps!
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new ticket alert via email
When an end user opens a ticket and when it shows in the tickets on the dashboard, we the technician should receive an alert or email.
Right now, we have to keep checking to see if a new ticket is opened. Please make it so we are alerted when a new client ticket arrives.1 voteHey,
This is avalibale via our ticket automation rules!
Please check out this KB: https://support.atera.com/hc/en-us/articles/217533918-Set-Up-Commonly-Used-Ticket-Automation-Rules#h_01F23JP9DWJBHVV0NJCQVPCRPC
If you need further assistance please reach out to our support team via email (support@atera.com) or live chat.
Hope this helps!
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Tickets: Internal Notes as Default and Not Use Emails
Ability to choose "internal notes" in ticket as default and not use the "email" part.
46 votesHey everybody,
I'm happy to share that we've just released the ability to change the default ticket response type!
You can do so by navigating to Admin > Settings > Tickets and switching between a public reply and an internal note.
This can help those of you who mainly use internal communication, or if you simply want to stay on the safe side of things and not message your users accidentally.
Thank you very much for the suggestion and we hope you benefit from this new feature.
All the best,
Yakov
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Redesign Client email vs Private note layout.
The selector for adding a private note vs sending the user an email should be next to the area where you write the note/email NOT at the top of the page, which with long tickets could be way off screen.
The display for a private note should be VERY different to the email one so it is 100% clear that you're in private note and not email client mode. The email fields should disappear at a minimum. I would also say that the screen area should change colour and a private watermark or title should appear.
52 votesHey all,
I am happy to let you know we've improved the navigation between Public replies and Private notes in the new ticket GUI!
The switch is now directly within the context of the text area, and we're also saving you 1 click each time for the switch :)
I've added a screenshot for your convenience.
Hope you enjoy the new page,
Yakov
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Calendar Integration
The ability to integrate your personal or shared calendar to Atera (Office365 or Google) in order to create calendar events from within a ticket and see the scheduled event from within the ticket in Atera.
54 votesThanks to you, Atera is better today than it was yesterday! The feature you requested has been implemented and released!
Atera's Office 365 Calendar Integration
Atera's Google Calendar Integration
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Add a resolution field to the ticket
When closing the ticket - it throws up a box where you can enter the fix/resolution for the ticket. Perhaps add tagging options to make it searchable. This would be helpful for tickets with long threads of communication between the user and technician and simplify finding the resolution for an issue.
25 votesHey all,
Happy to annouce that we've added the ability to add resolutions to tickets!
This will help you in visibility when going back to tickets you've worked on in the past, and will also be tied to an so-to-be released development that helps with the creation of KB articles from tickets.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/12955402321564-Ticket-resolutions
Hope you enjoy this new improvement,
Yakov
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HTML Editor for Email Templates
Option to view the HTML Editor for Sumernote added to toolbar its only add 1 tag more in the code
codeview: toggle wysiwyg and html editing mode
https://summernote.org/deep-dive/7 votesHey,
We're happy to annouce the HTML editor is available for Email Templates!
We hope this ability will serve your communication with users well.
Yakov
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Run a report on Ticket Properties
run a report on Ticket Properties, so we can show a customer how many and what type of tickets they are logging, This will show what staff training is required in a particular area.
25 votes -
Search for Keywords from within the ticket
Ability to search a keyword from a ticket. Right now we can only search from ticket title; need from the content of the ticket (emails, internal notes)
14 votesHey,
This is possible, I am attaching a screenshot for your convenience.
Best,
Yakov
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Mark ticket as SPAM
Please add a button for tickets "Mark as Spam" when the ticket is open, also on the ticket list view under Status for a quick flag.
Sender e-mail addresses would be added to a blacklist, and tickets get either automatically deleted; or automatically flagged as status "Spam" which is a closed status.
2 votesHey all,
This is possible today, please follow the following article: https://support.atera.com/hc/en-us/articles/7059774105500-Managing-spam-tickets
Thanks
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Translation in German for Ticket Fields
Hi, if possible it would be great if you consider the posibility to translate for the following Ticket options:
Ticket Statuses
Ticket Impact
Ticket Priority
Ticket Type
and so on.Cause our major customers field is placed in Germany and some have a great lag of understanding English!
If wanted we could even assist you in the translation.
Best regards
Andreas Rehfeld (IT Consulting Rehfeld)3 votesHey,
This is currently possible once you change the language settings in Atera (by going to your profile and changing the language).
The Status will also be translated as seen in the photo in our next release.
Best,
Yakov
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Time entry total
Post time entry total in ticket main body at glance without going to time entries.
8 votesHey,
The ticket timer shows the total time that was worked on the ticket (a sum of all time entries)
Best,
Yakov
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Ticket Status of Scheduled
Since adding the ability of scheduling tickets on our calendar it would be nice to have a ticket status of scheduled.
19 votesHey,
This is possible, please follow this KB: https://support.atera.com/hc/en-us/articles/5518222322332-Custom-ticket-statuses
Yakov
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"Register ticket creation time"
Allow for this feature to be permanently deleted when creating new tickets.
12 votesHey all,
We're happy to let you know you can now disable the timer to register the ticket creation time, by default.
This can be configured from Admin > Settings > Tickets.
Thank you for helping us make Atera better!
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Turn off AI auto tags
The option to turn off AI auto tagging and only have custom tags
2 votesHey,
This is currently possible by heading into Admin > Settings > Tickets and cancelling the AI auto tags.
Best,
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