54 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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The ability to change the default time entry duration
When you are manually adding Time Entry into a ticket, the default duration/time spent is set to 1 hour. I think there should be a configurable option under ADMIN so we can set the default based on our working pattern. For us, most of our technicians do 15 minutes time entry.
11 votesHappy to announce the ability to change the default time enttry length is now possible!
Setting the length is done from Admin > Settings > Tickets
You can read more about it here: https://support.atera.com/hc/en-us/articles/5578804184860#DefaultTimeEntry
Thank you for helping us further shape Atera, we hope you enjoy this new feature!
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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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Sharing Custom Views / Queues
To be able to share custom views in the tickets and devices sections to specific technicians in your organization and to all techs as well.
38 votesHey all,
I'm very happy to announce we have released the ability to create Shared Views/ Queues on both the tickets and devices pages!
This will allow admins to curate views for all the engineers on the team to look at and work together.
To do so, you will simply have to choose the view type (Shared / Private) when creating it from the filters pane, I'm also attaching a screenshot here.
We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for internal communication on tickets.
Hope you enjoy this new release,
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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Internal Communication from Tickets
Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.
41 votesHey all,
I'm very happy to announce we have released the ability to communicate internally from within tickets and be notified internal communication.
This feature will leverage the internal notes and CC field of tickets and will notify you if internal notes are posted on tickets you're following.
To "follow" a ticket you will simply need to ensure you are on the CC field of it. Alternatively, you can @ yourself or other technicians in the notes section in order to notify them as well.
I will add screenshots to this update for more clarification.
We're happy to be expanding our support for collaboration on larger teams - together with our recent release of the "On this ticket" feature and support for shared views/ queues on the tickets and devices pages.
Hope you enjoy this new release!
Yakov
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Ability to trigger and send reminder on pending tickets
Currently, I have no option to automate email reminders for tickets pending customer response. I would like to send reminder to customer let's say after 3 and 5 days from the time technician sent a reply to customer.
And also, then ability to auto resolve ticket after some period.
I was thinking of tagging the ticket with timestamp when technician sends a response and then using that somehow, but the options are very limited.
1 voteHey Miroslav,
This is possible using our time-based automation rules!
Be sure to check this KB out and reach out to our support team if you need further assistance: https://support.atera.com/hc/en-us/articles/5914785808156
Thank you
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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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