782 results found
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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 -
Disable HTML formatting for ticket responses when composing replies
This should be simple to implement, and I'll explain my issue with the current system. When I'm composing a reply, I often cut\copy\paste segments of my reply as I'm restructuring it. When I do this, I must choose to paste as plain text or else it will copy the source formatting of the composition window, which you can see formats the text with a white highlighting. This has caused several of my well formed replies to come out looking flawed. It'd be great if the reply composition window had a button to switch to plain text.
1 vote -
Create contacts and tickets from end-user calls
Enable IP telecom data (incoming calls from end-users) input to create contacts and tickets
1 vote -
Add requester fiedld to tickets view
There is no way to filter ticket by specific requester.
I have a chat with support to confirm that.
It will be very helpful if you add a requester filter to tickets view1 vote -
Make the fields Priority, impact and type empty
The Priority, impact and type are now filed in, but it should be empty, so a technician is required to fill the with the correct fields. Now the default always are
Low, no impact and incident. This means nobody thinks about it and use these fields2 votes -
Scheduled Tickets Filter or Search Option
It would be nice to add a feature to filter or search through existing scheduled tickets. We have 100s of scheduled tickets to modify a ticket it can be a pain to dig through
9 votes -
to do
It would be great to have a "To Do" or list of actions to complete before a ticket is marked as "Resolved" or "Closed". This is specially good for those "planned tickets" which we must resolve from time to time and we need to complete certain tasks, like "Backup VMs, Patch all Servers, Audit Security Alerts". The To Do list should be part of the ticket and the ticket should not be able to be marked as completed or resolved until all the tasks are resolved.
8 votes -
7 votes
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Notify users who aren't main contacts that they cannot log tickets
When enabling "Tickets by main contact only", e-mails sent in by users who aren't main contacts aren't handled in any way. It would be good if they could be notified that they aren't authorized to log tickets and to contact a main contact.
1 vote -
Ticket Reply Drafts
While the 'Restore'/'Discard' last message feature is convenient, a more robust solution would be to have a Drafts folder for ticket replies. Since the 'Restore' button only restores the last message, the last message appears to get replaced with a signature on a new message.
More control over the restore feature by replacing it with reply drafts would prevent lost replies or having to type lengthy replies somewhere else (like Word with Autosave enabled) and then copy it over.2 votes -
Compact Ticket View
When viewing tickets it would be brilliant if we could have a more compact view of the tickets so that we can see more tickets on one screen, similar to Zendesk or Freshdesk. The current ticket view is huge and you can only see around 5-6 tickets on the screen at a time.
10 votes -
counter / tally chart / trace issues
I've read nice feedbacks with some points here and there we wish atera has but I want to point it out a bit more:
We struggle to trace repeating issues in the ticket system. For example:
Issue X comes up every 3 months and every time another technician is working on it. We are 5 technicians so it could happen that my colleagues will face Issue X one by another and after maybe 12 months it lands on my table again. 1st I sure would not remember that I worked a year ago on the same ´problem and 2nd I…1 vote -
Add chat under "source" so i can exclude it from sending emails to customer
When I close a chat with a customer, it does not need to send an email to that customer. Would be nice to exclude it but right now, you cannot exclude it. Does not give you the option under Source in the ticket auto rules
1 vote -
Permission tied with Ticket Statuses
Having permission tied with certain ticket statuses. One of our status is sales ticket, that would be great if only our coordinator could see those tickets.
1 vote -
Filter scheduled tickets
If you do a lot of scheduled tickets its difficult to find the one your after to edit.
6 votes -
Waiting Status that stops the ticket average times
I have different status categories set up to keep me on track. But if I am waiting on a part, it will impact my ticket times, especially if the vendor doesn't have it in stock. My ticket can sit in queue for weeks and then my average time to close can be days when it's normally under 2 hours.
Can we create a status that will stop the clock on the ticket averages?
2 votes -
Response from a CC on ticket
When a person is CC'ed on ticket, and they respond, show in the email that is responded by the CC, not by the main on the ticket.
3 votes -
Notification to all Techs of new tickets
it would be very useful to send an email to all technicians when a new ticket is created. This would come in handy when tickets are not auto-assigned. That way the next available tech can accept the ticket or wait for someone with more knowledge of the issue to take the ticket.
3 votes
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