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  1. Suggestion for New Email Integration Feature in Atera

    Dear Atera Team,

    I hope this message finds you well. I would like to suggest a new feature for your RMM and ticketing SaaS solution, Atera, to improve the handling of client emails.

    As it stands, we often receive emails from our clients that need to be forwarded to Atera. It would be beneficial if we could transfer emails directly from our personal inboxes to Atera without having them open a ticket under our name. Instead, these forwarded emails should either contribute to existing tickets or create new ones on behalf of…

    1 vote

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  2. needing to add multiple contacts for a single ticket rather than having to create separate ticket for each contact. when we have a ticket come in that affects multiple people, we like to avoid having duplicate tickets for the same exact issue which can cause multiple technicians to work on the same issue. old ticketing system had an option for "watch list" which allowed us to enter email addresses (internal or external) so they would all receive the updates from a single ticket. i am aware of the "cc" field but can be difficult to remember to add these email…

    21 votes

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  3. Invoices should be more flexible ... the layout of the invoice-form ist not european (or austrian)-standard. Normally there is a block with Customer-Address like

    Company Name
    Street
    PostCode City

    .... also the structure of the other fields look not as a professional "invoice" ... a very small report-customization (report-designer) - or some layouts to choose would be fine.

    2 votes

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  4. Receive an email notification 24 hours prior to a scheduled ticket

    3 votes

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  5. We would like to be able to change the status of a ticket when a customer replies by email to the ticket and it indicates #closed for example at the beginning of the email so that the ticket is automatically closed.

    5 votes

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  6. It would be such a help to be able to disable the default tags that Atera comes with. I understand we can set up our own custom tags, but it would still be helpful to be able to remove the default tags to help with simplicity.

    2 votes

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  7. Option to assign multiple contacts to a ticket.
    A single issue in a ticket can touch multiple users/contacts. When an ticket is scaled up from incident to problem. or when multiple people experience the same issue. I would like to be able to add more contacts to an issue.

    20 votes

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  8. Ability to assign custom fields to Time Entries

    7 votes

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  9. Internal note/ private reply should be next to the reply button = ease of use. If it does need to be an internal note.

    2 votes

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  10. This seems almost too obvious to me, but there should be an easy way to generate an invoice for a customer based on the Products and Services that are added to their Tickets. Bonus points if this feature can let you checkbox which products and services to put on a given invoice.

    Example: Customer walks in with computer problem, ticket is generated, diagnostic fee added to ticket and invoice created. Customer pays up front diag fee. Technician finds bad hard drive, adds new hard drive cost to ticket, additional labor, then selects just these 2 additional entries for export to…

    3 votes

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  11. Add a snippet so we can make the last technician note or last reply from technician appear on the ticket resolved email.

    This is useful to put all the information in one place and allows us to send resolution details to a primary contact via email if needed.

    26 votes

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  12. HTML Editor for Quick Reply 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/

    Already Released for the Email Templates but no for the Quick Reply Templates.

    12 votes

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  13. Adding spell check when replying to a ticket

    2 votes

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  14. The ability to have a status such as "Block ticket" which will prevent the ticket being re-opened. This would be very useful for people who like to include the help desk in random email threads that are not support requests. I felt like this could have been easily achievable through ticket automation, however it doesn't appear to work and Atera support have advised this is not possible.

    1 vote

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    1. Disabling the text "Comment here..." because when I choose a Quick Reply Template "BEFORE" I clicked once into the text box, this text is still under my templates text.

    2. A global setting for a default template would be very useful because it makes replying much faster without all the time choosing a template before begin writing. =)

    3. Please improve the template editor in case of usability, fonts etc. pp. Sometimes it looks like that the formatting isnt really accurate and changes from template to template.

    Thanks a lot. =)

    5 votes

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  15. Currently Automatic ticket creation https://support.atera.com/hc/en-us/articles/360012444033-Forward-Email-for-Automatic-Ticket-Creation-in-Atera does NOT happen if the @ticketing.atera.com address is on the BCC line of the email. Sure, it works fine on TO: and CC: but if you want to sneak in a ticket on your reply email by BCC'ing the forwarding email, it will just get black-holed by Atera, and no ticket will be created.

    2 votes

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  16. It would be nice to have an attachments tab or category on tickets. Somewhere where all the attachments on a particular ticket are viewable. Either similar to the attachment tab for customers or just linked to side like the other ticket details.

    With the current system, it very easy to loose track of attachments, especially if someone else added it to the ticket because you may not see it without scrolling through all of the notes.

    2 votes

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  17. Allow filters to be more dynamic by default all which exclude checklist, this would fix having to update all views when adding a custom status, this should also be added to the API so you can fetch without grabbing all tickets, this would help Atera reduce consumption Aswell by more efficient calls

    1 vote

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  18. Could you make it possible to show more detailed information about tickets? Like who assigned the ticket to who, who closed it, who changed the status and so on.
    Would be greate for overwiew reasons.

    Thank you

    1 vote

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  19. It would be convenient and good if there was a button you could hit on the dashboard to begin taking notes when a client calls, which could then be converted into a ticket.

    This could be an extremely simple implementation at first, something like a blank text field that gets copied into a new ticket's body when you hit "convert to ticket". Then as you build upon the idea, you could make it more and more sophisticated.

    Future iterations of the idea could include form fields that could parse input for customer names / acronyms to auto-assign the customer, or…

    1 vote

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