706 results found
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Add a CC mail in automated rules
Right now, we have several customers that have a dedicated mailbox where we sent our resolved tickets to as to the user reporting the tickets aswell. This is so the "Staff" from that compangy can evaluate everything we have done so there is no endless debate at the end of the month.
Right now, its only possible to add just a mail adress in the "to" field trough automated ruled. It would be amazing that we could say.
If ticket status changes from customers from user@contoso.com send a CC mail to ICT@contoso.com.
Would be appreciated! thanks
2 votes -
run helpdesk report to export a basic summary report of all active tickets to xlsx or pdf
it'd be good to be able to run a report with basic details of all active and pending helpdesk tickets. Not necessary to provide all info within each ticket just ticket title and date created
1 vote -
Ticket Search
From the Customer screen, Tickets Tab we can change the Status, Assigned to, and Priority. But what we cannot do is search for a specific term, ticket tag, etc.
I can customize my view from the Tickets screen, but cannot search within those results. It would be nice to have a search from within the Customers screen, from the Ticket tab.
5 votes -
Automatically Alphabetize Custom Fields Lists for Ticket Type
It would be nice to have a feature that auto-alphabetizes values in the Custom Fields sections, specifically under Ticket Type. Or, if we had the ability to drag/drop to rearrange the values instead of needing to retype the list.
1 vote -
The ability to prevent certain tickets being re-opened on an Ad-hoc basis
Our help-desk gets CC'd in irrelevant emails occasionally and getting us out of the loop can be quite challenging. The ability to manually force the specific ticket to remain closed would be very beneficial.
1 vote -
New Ticket/Response alerting
It would be great if new tickets and customer responses (e.g. waiting for technician response) could alert to Google or similar alert scenarios outside of just the email notification. If I am sitting in the console, I get an email alert w/o ever knowing that a customer responded or submitted a ticket. That should be alarm bells and such.
3 votes -
Assignee / Technician History as Internal Notes
Internal note on tickets for when technician is assigned or unassigned, and who completed that action at what time.
7 votes -
Phone call to create tickets with all the information
Phone call to create tickets with all the information. If we talk to a customer on the phone, it would be nice to add that directly into Atera.
1 vote -
Pin reply or internal note to the top of ticket
The ability to pin a reply or internal note to the top of a ticket.
In a lot of cases, customers send the most relevant information in the first comment in the ticket and it would be very convinient to be able to pin that or another relevant reply/note, so that it is always shown at the top, when you open the ticket.7 votes -
Ticket Merging Details
When you merge tickets alerts, no information is left on the ticket so we don't know what it is referring to. Useful to add the body of the ticket or the title of the ticket/alert. Or maybe a link to the other closed ticket.
4 votes -
Disable new opening ticket when block hours is end
We wish to add an option that will disable new opening ticket when block hours is end until a new contract has been renewed.
2 votes -
colour tickets priority
please provide colour scheme to tickets so they can be easily identified / distinguished based on their priority either by
1) marking the whole div/row as "red" when it's critical/high
2) having the priority values displayed with coloured bubles - similarly to status have itsuggested colour schema: (low) Blue > Green > Yellow > Red (critical)
note: I know there is a filter for that, but that's an additional step which can be easily eliminated
thank you
7 votes -
Ticket Automation Rules - Ticket Internal Note Created for Email Notifications
Currently the condition Ticket Contact Responded is available which then can be used for email notifications.
Need to add this condition in the rules - Ticket Internal Note Created/Responded then have the option to add action Send an Email to Technician for email notifications
29 votes -
order tickets by assigned technician
Allow tickets to be sorted by assigned technicians such as ordering the tickets by who is working on them. prioritise certain technicians' tickets to the top
2 votes -
Search tickets that do not have tags
Search tickets that do not have tags
2 votes -
3 votes
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Improve Ticket View
I'd like to always see the Ticket Description when I open/view an open or pending ticket. I think that should always be the top line/box with notes/emails showing below it.
1 vote -
Reply to specific messages from requester
Reply to specific messages from requester:
Ability to selectively reply to specific messaged from the requester, keeping the email thread.1 vote -
Add ticket status option in time entry window to closed ticket faster
While entering time in a ticket, add the ticket status drop down to close or change the ticket status to reduce the amount of steps needed.
4 votes -
Link tickets to devices for hardware issue history
Tickets should be linked to either users or hardware or both. Without this, your ticketing system is a glorified TO-DO list.
Linking hardware to a ticket gives the device list a history of issues that the tech can use to further troubleshoot.
PC has had multiple issues with NIC? Now I can see that.
User has had multiple tickets for "how to do XYZ" (ore created user errors) Now I can see that.RELATIONSHIPS are the key to a database. Not the rows themselves!
5 votes
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