731 results found
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Ticket Escalation to third party companies
Integrate in the ticket system the ability to easily and if possible automatically escalate tickets to third party companies like internet providers or hardware suppliers.
3 votes -
Able to Filter tickets to one day particular day.
Currently via the Ticket tab and ticket filter, when selecting 1 particular day, the filter shows zero results, two days need to be selected to show results, in turn, tickets for the two days are displayed.
Can the config be changed to allow 1 day to be selected?1 vote -
Freshservice ticket migration.
Would be nice to migrate Freshservice tickets into Atera.
2 votes -
Integration with Microsoft To-Do
It would be nice if Adding tasks/notes to Microsoft To-Do would open a corresponding ticket in Atera. As well as update that ticket with any other notes and close it if someone completes the task in Microsoft To-Do.
9 votes -
Add custom statuses to default ticket view under customer
When I open up a customer and go to their tab for tickets, by default it only shows 'open' and 'pending'. We also use a custom status for projects, and it can be disorienting when you're trying to find a ticket you know they have (and they've got like 40 alone) but a lot of them aren't showing up because you didn't check off a checkbox.
It would be nice to be able to pick which fields show up there automatically, in case you use a custom field for tickets like this.
3 votes -
alert ticket
Create ticket automation based on specific Threshold Items. Example: I want a ticket automatically generated when a disk usage threshold is met and assigned to a specific technician who oversees upselling. I do not want ALL warning or critical alerts to generate a ticket.
6 votes -
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 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
30 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 -
Ability to assign a device to a ticket regardless of contact
So recently we discovered that when you assign a device to a ticket, it assigns that same device to any ticket associated with the ticket contact. So let's say you have 4 tickets open for the same user, if you assign a device to one of those tickets, Atera assigns that same device to all of that user's tickets.
This is problematic for may of our clients because we have quite a few clients that utilize multiple systems whether it be they have a desktop and a laptop or sometimes it may be something like a multi-user device where the…
30 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
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