720 results found
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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 -
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 -
Place Knowledge Article in Ticket Response
We should have the ability to search and place relevant Knowledge articles as a response to a ticket that has been created.
10 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 -
Ticket Generation: Agent or Customer Able To Open Support Ticket From Task Bar
Ticket Generation: Agent or Customer Able To Open Support Ticket From Task Bar
4 votes -
Allow contacts to see tickets multiple customers
Hi
I would like that you can allow certain contacts to have access to multiple tickets of different customers. Adding the same contact to different customers is not possible.
2 votes -
Unique calendar integration per technician
Today, the integration is for 1 calendar per account - making us use a shared calendar
12 votes -
Attach attachments by dragging and dropping
It would be handy if we could attach any files by dragging and dropping instead of having to use the little paperclip and then manually browse to the location
13 votes -
Create & Due Dates for Tickets
Add option to set a due date for a ticket.
Add Create Date and Due Date columns on the Tickets page
18 votes
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