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782 results found

  1. 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

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  2. 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

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  3. Wants ability for main contact of one site to be able to see all tickets from all sites on the service portal.
    (CTO for ex wants to be able to see all tickets opened by the various sites)

    2 votes

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  4. Would be nice to migrate Freshservice tickets into Atera.

    2 votes

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  5. 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

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  6. Ability to follow ticket. To know when a ticket has updated something. Even if you are not the technician assigned. Sometimes, it is helpful if the tech is out of the office, or he’s tied up. Once you CC, you’re stuck on the email thread unless the clients remove you as well. Second assignee – text box that says follow the ticket. “observer” if it needs to follow to do ticket automation rules but ideally, would be that if the box is checked, to send the email to that person

    2 votes

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  7. 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

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  8. 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

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  9. 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

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  10. 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

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  11. 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

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  12. 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

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  13. 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

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  14. Create functionality that enables the removal of the default ticket fields (for instance Contract or Impact). Editing this field could be useful as well, as some fields are needed, but the entries aren't suited to the specific business.

    50 votes

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    4 comments  ·  Tickets  ·  Admin →
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  15. 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

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  16. Internal note on tickets for when technician is assigned or unassigned, and who completed that action at what time.

    7 votes

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  17. 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

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  18. 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

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  19. Tickets in the ticket list should show the exact date and time of creation, and then "1 day ago" or whatever in parentheses.

    9 votes

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  20. 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

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