714 results found
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Add indicator on ticket that a remote session is active or when the last remote session was held
Either somewhere on the ticket, indicate who is currently viewing the ticket (or who has most recently viewed the ticket) or something indicating a tech is currently remoted to that device. For example, I had an urgent ticket come in and I reached out (via external communication) to a specific tech to address the ticket. By looking at the ticket I can see in he's assigned the ticket to himself and asked the contact for permission to remote to her computer. She responded and now I don't know what is going on (and because they are gold customers and a…
4 votes -
open ticket directly after creating
When creating a ticket after saving it open the ticket directly, instead of having to go and select it from the ticket queue.
1 vote -
Create Custom Tags
Being able to create our own custom tags for ticket automation would be very beneficial. Setting a tag using ticket automation rules is already possible, so this addition would be a huge improvement.
19 votes -
Editing Existing Cases
Please can you add the below feature to the Helpdesk - Editing an existing case.
We find ourselves updating incorrect cases, E.G – Case 2149 is assigned to Tech A but updates Case 2148 which is assigned to Tech B. Unfortunately, we cannot remove this update thus having to re-create both cases.1 vote -
Time sheet including in ticket communication so customers can view the work!
Time sheet should be in ticket for customer to read !!
Now the customer have to guess what kind of work we've done for them.
Or wait until we make a report. The actual work done should be in the ticket for the customer to read! Just as part of the conversation.4 votes -
Show previous calendar events as well as future ones on a ticket
When adding calendar events to a ticket, it would be helpful to also be able to see all past calendar events. Being able to set a default subject of the calendar event would also be helpful along with the customers name.
1 vote -
Remember recently used email addresses
It would be nice if the ticket emailing system would remember past email addresses used in the CC section etc...
1 vote -
Ticket documentation // automatic knowledgebase
Current setup:
A user can raise a ticket which will be handled by the supporter.
When the problem is solved then the ticket will be closed.
The customer can view all old tickets from himself (except he is the main contact) through the customer portal.Problem:
Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
At some point in time you think about creating a knowledgebase article about it so the user can find it.
Knowledgebase article do have a…3 votes -
calendar event
Every time you schedule a calendar event within a ticket, it already shows up on the right side of your screen, but it would be really helpful to have Atera also do an automated "internal note" that lists these calendar details as well (date and time added to external calendar, etc).
This way, employees can see the history of when this ticket was added to a calendar(s).
3 votes -
I don’t want all incoming emails to create contacts in Atera.
I don't want all the contacts to be created in Atera.
Ideally an email with a known domain would open a ticket under the specific customer, otherwise it would be under unassigned. There should be no mandatory requirement for creating contacts to open a ticket.I don’t need all these contacts and I will lose my main contacts visibility.
1 vote -
Visibility of "Tags" database
I'd like to be able to see what "Tags" Atera has stored in the database, so we can add custom tags for tickets in bulk, and remove any accidentally created tags or redundant tags. We currently have several tags which need to be removed and we can't do this, they are always there.
6 votes -
Move the not textarea to the top of the ticket
Move the note textarea to move visible location on the ticket screen
1 vote -
Print Ticket history for customer
My customer would like to have a history of all tickets, when he receive the billing.
This history should inherit all communication, which are written. So my customer can check, for what he pay!
7 votes -
support R2L ticketing
When exporting tickets in Hebrew the outcome to the end user does not look good. It's not supported deep enough.
2 votes -
Have the reply from an end user attach to the ticket
Have the reply from an end user attach to the ticket and not just send to the technician's e-mail address. So that the the entire ticket thread is communicated from within the ticket.
2 votes -
mail
Hey, we would appreciate to get more text modules. We would like to see the customer mail addresses in case of ticketing mails to the technician. Maybe you could add the "sender address module" to the mail templates.
best regards
1 vote -
Email templates
Hello,
i would prefer to add the "Sender-address" to the text modules. I would like to see the contact-mail for our technicians. (they receive an automated email in case of a new ticket) - but there is actually no possibility to see the Email addresses of the Sender.
Best regards!
1 vote -
ticketing
Have a link where non-technicians are able to submit tickets to the ticketing system on the behalf of clients. For example, a receptionist answering the phone and being able to submit the details to the ticketing system for a technician to pick up.
3 votes -
Mobile Number Shown Under Contact Details Under Tickets
Have the mobile number shown on the right side on Tickets so we can call the client straight from the ticket
9 votes -
Customized Ticket Options
We need the ability to edit, delete, add our own ticket status, ticket priority, ticket impact, ticket type, and product family.
For example, what if I wanted to place a ticket into pending materials, or pending third party.
Then what if we wanted to pull a report of all tickets in said status? or view all tickets currently assigned to that status?
What if we wanted to change the priority and link that to SLA timers. For example, low should be changed to Normal so that the end-users do not think their request/issue is of low priority?
What if we…
10 votes
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