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  1. 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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  2. 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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    1 comment  ·  Tickets  ·  Admin →
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  3. 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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    2 comments  ·  Tickets  ·  Admin →
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  4. 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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  5. 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

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  6. 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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  7. The ability to duplicate or copy an existing ticket. This can very useful when working with Parent and Child tickets on a large project.

    10 votes

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  8. Link different tickets. No need to merge them but you want to have some problem under the same type of tickets. You can really see the impact of a certain issue.

    15 votes

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    Hi,

    Great news! Your idea has been approved and is planned for implementation.

    We appreciate your contribution and will keep you informed about the progress and expected release date, as well as here in the portal.

    [For major features only–] You can also follow this in our Pubic Roadmap.


    Best regards,

    The Atera Team



  9. Search tickets that do not have tags

    2 votes

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  10. 3 votes

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  11. 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

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  12. Reply to specific messages from requester:
    Ability to selectively reply to specific messaged from the requester, keeping the email thread.

    1 vote

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  13. 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

    28 votes

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  14. 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

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  15. 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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  16. Ticket Generation: Agent or Customer Able To Open Support Ticket From Task Bar

    4 votes

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  17. 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

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  18. It would be nice if we could assign a product family and sub-families to monitored devices so that automated tickets associated with those devices would auto-populate the family and sub-family information.

    1 vote

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  19. CTRL+ENTER to send response on the ticket
    + other keyboard shortcuts to navigate faster within the system

    3 votes

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  20. We have setup some custom ticket status types and love them. Sadly we are going to have to stop using them as techs are missing tickets. I would love to be able to set it show that the ticket status types that I pick would be the default view for everyone. This includes going to a client and looking at the tickets tab.

    To give an idea of our custom ticket status types we have things like "Pending w/ notes" and "Waiting on parts"

    This makes a ton of extra clicks when looking at the client's tickets tab and can…

    3 votes

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