746 results found
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Automatically close tickets upon resolved alerts
Add automation rule to close a ticket. If you configure automation rules to open a ticket you should also be able to automate closing a ticket. An example being, if you have an availability monitor set up and the alert opens a new ticket but that alert gets resolved a few minutes later you should be able to automate closing the ticket as well.
71 votesHey,
We're considering the development of this feature allowing the resolving of tickets when alerts are resolved. I would love to hear some thoughts about your expectations and needs.
If you'd like to discuss this, please find my calendar for booking a short meeting here: https://yakov-atera.youcanbook.me/
Thank you,
Yakov
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Allow AND and OR conditions
Allow conditions like AND and OR in conditions field in ticket automation. For example, the ability to be able to send email to technician only if the ticket is signed by someone else. If the ticket is assigned by technician himself, the email should not be sent to him.
23 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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API: search tickets and time entries by date-range and customer-ID
Currently if we want to use the APIs to pull certain tickets or time entries for a particular client and/or a particular timeframe, we have to pull ALL THE TICKETS in our Atera account (which takes a long time, and generates a lot of traffic to Atera's servers).
Can you please add additional criterias to avoid all this extra traffic and make the API calls faster?
Time Entries and Tickets search:
* Before date-time
* After date-time
* Customer ID
* String in comments (all words, or any words).Thank you!
13 votes -
quick click to assign ticket to myself
If I need to assign the ticket to myself, I don't want to look in the drop down, I want to have a small icon next to the drop down assigning it to myself.
1 vote -
Release Ticket
An employee opens a ticket and a manager has to release the ticket, e.g. new customer,....
1 vote -
Ability to preview ticket attachment in browser + on ticket view
Preview ticket attachments in browser [Document Viewer at least PDF]. It doesn’t open it in the browser. Click on the attachment. It downloads it automatically. But would be nice for it to open up in the new tab so it can show us the pdf. And it doesn’t show on the ticket too – if there is a picture it will just show the attachement but we don’t see the preview
5 votes -
Projects Pane
Projects area separate from daily tickets requests. Just like we have a Tickets pane, a Projects pane would be very helpful where we would have fields such as Initial Engagement date, Projected start date, Projected finish date, Tech assigned (multiple techs), Customer, Subject, Status ( Planning, Testing, Implementing, Standby, Scheduled, On Hold, Started, Completed and ability to enter other custom status), Tasks list with Start and finish dates for the task, ability to change the status on individual tasks to (started, on hold, scheduled, complete) and assigned tech. Also Project number counter separate from the ticket number counter, ability to…
50 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Modify ticket dates
To have the ability to modify the dates of a ticket when\ after they are created. So if I logged the ticket 2 days after I can say it opened back then.
2 votes -
1 vote
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Allow to hide in-built fields in the ticket section from ourselves
Would be great to have a completely customisable UI in the ticket section. Allowing smoother and more efficient workflow and ticket updating.
All we need is to be able to hide the pre-made fields from both the customers and ourselves.
1 vote -
Ticket Statuses Default to have the Custom Statuses
To create the ticket statuses by default under Customer > specific client > Tickets > filters. It would be nice to have the custom status also selected as per default. New ticket field are not automatically checked in the list for clients > tickets > statuses. Should be put by default.
5 votes -
Clone Generic Tickets
Ability to create a generic ticket that can later be cloned and associated to customers.
3 votes -
White Label custmer facing ticket schedule
Remove the name Atera from the schedule ticket requests [ Atera # xxxx ] and replace it with company name [ I.T. Company # xxxx ]
7 votes -
filter tickets negatively
filter tickets negatively: i.e. add an option to not display tickets from specific customers
1 vote -
Change customer on a ticket
Would be great to have the option to change the customer of a ticket as sometimes the IT team might forward an email received from an client to the support@ in order to create a ticket. However, we are unable to change the customer on a ticket using Atera.
14 votes -
Send summary email to client when closing a ticket
When you go on site and then close a ticket, it would be nice send an email to the client that summaries everything that was done. Where we can export and send to the client for signature or for him to know that we did a, b, c
2 votes -
Dear Support, How are you doing? We were wondering if it is possible to send an email notification to the assigned technician when an inte
Dear Support,
How are you doing?
We were wondering if it is possible to send an email notification to the assigned technician when an internal note is added?
Thank you
3 votes -
Export ticket fields to CSV
I would like to be able to export ticket details to a CSV so I can easily import it to our CRM platform where everything is already automated to go through our billing and various other workflows.
There would be more to it but if there were more ways to export information from Atera for other systems to digest that would be awesome!
6 votes -
Start date of cloned contract
When cloning a contract the start and end dates are saved but usually, we do it when a contract has ended or we start a new one today so it makes no sense. The start and end date should be asked to be updated once cloned. If we forget we charge the customer for months of no use.
1 vote -
Ticket Navigation
Move the Ticket Properties in the right side navigation below the Requester Info. In cases where a company has had multiple tickets, you have to scroll down to get to the ticket properties which should be more readily accessible.
1 vote
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