780 results found
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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.
2 votes -
Lock or freeze the ticket buttons at top of the ticket window.
Lock or freeze the ticket buttons at top of the ticket window.
When working with a long-standing ticket, a lot of scrolling is required to read the conversation history. It would be very help to then not have to scroll back to the top of the window to navigate to the agent or add a reply or note to the ticket.
If the six buttons at the top of the ticket window were locked in place, or in a banner at the top of the page, it would make navigation much easier.
7 votes -
Ticket Lock
This is essential in preventing double responses on tickets.
Ticket locking feature. Once a tech is on a ticket, all actions within the ticket would be locked for subsequent techs that visit.
That is, as long as the original tech is on the ticket or after a set amount of time while the original tech is on.
For example, Tech 1 views the ticket. Tech 2 views the ticket and it is locked. Tech 1 leaves the ticket. Tech 2 can now edit/respond to the ticket.
OR
Tech 1 views the ticket. Tech 2 views the ticket and it is…33 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Delay Sending of Response
Hi,
It would be helpful to have an option to delay the reply to a ticket. So that you can compose the reply but set it to send at time /date of your choosing. Similar to that Outlook's delayed send.
Thanks
7 votesNice! The feature you requested is being
reviewed by our product team. We’ll keep an
eye on the number of votes, and let you know if
a decision is reached to implement. Thank you
for being a partner in our process! -
Modify ticket description and keep timer running
To be able to edit the ticket description while working on the ticket without stopping the timer. Add a button that allows to continue working or stop timer that way if we are in the middle of something and don't want to forget what notes we want to put to the ticket we can enter the notes and continue working without worrying that we forgot a note. If we are done with the ticket we can always just click the stop button
4 votes -
Calendar Integration
The ability to change from which mailbox the calendar event is set. What is currently happening to us is that we have a shared mailbox and a technician specific mailbox, it is picking the technician specific mailbox as default when setting the event as that is the main mailbox on the technicians PC. We of course would like the shared mailbox to be used to set events.
1 vote -
Public Notes in ticket - don't send email
Would like to enter public notes (available to contact/customer in portal) but choose whether to send update via email or just add note to ticket.
10 votes -
Alert Tickets
When a ticket is created for an alert the following features would be amazing.
Self-heal - If the threshold returns to normal the ticket auto closes.
Quick Connect - On an alert ticket having a shortcut to the affected device with the ability to click the shortcut and go straight to the machine.
33 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Allow end users to attach files/images to tickets.
When creating a ticket the end user may have a screenshot of the problem they'd like to share, allowing image attachment capabilities to the API would give them the option of need be.
3 votes -
Remove '______Please Reply Above This Line______' from email preview
When clients receive an email, the preview should be the first few sentences of the body as it is on Outlook and other email clients. When technicians reply to a ticket from Atera, the users receive '___Please Reply Above This Line___' on the email preview and that just looks unprofessional as well as there is no real benefit as the user has to actually click on the email to view the body. I have been using Atera for almost 2 years and I can assure you it was better before without this preview feature.
1 vote -
Ticket list shows title as "#1234 Ticket Title", open ticket shows title as "#1234 Ticke but a search shows results as "Ticket Title #1234 "
Ticket list shows title as "#1234 Ticket Title".
Open ticket shows title as "#1234 Ticket Title".
But search result shows as "Ticket Title #1234", search should instead show "#1234 Ticket Title".3 votes -
Additional options when entering a ticket, "Add and Resolve"...
When adding a ticket rather than just "add" the ticket, could we get another option to "add and resolve". This helps when entering tickets after the fact, we would not have to go back in and resolve...
Thanks, Phil
3 votes -
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 -
Automation based on technician reply
Currently, you cannot create any ticket automations for when an engineer replies to a ticket.
I.e set status to pending when engineer replies to ticket.
38 votesNice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Ticket Type - Tasks
Ability to assign Tasks to tickets. Most other ticketing systems do this. Ticket cannot be closed unless the task is completed (or reason entered).
For example, Backup Failed could come with a simple task that MUST be completed before the ticket can be closed... 'Successful Backup Performed'
Above is the simplest form but for a new PC installation we could add several tasks to ensure the Agent remembers to everything and bring uniformity and transparency to the customers experience with certain tasks.
27 votesNice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Ability to manage/review/update time entries
Currently there is no way to quickly view/edit timeentries within a timeframe (all of for a client in particular). The manual process to do this is incredibly painful. (go to timesheet, and open manually each ticket, go to time entry, and pinpoint the time entry, save, re-run timesheet, etc.).
Please add an screen to review all time entries.
1) List the time entries (filter by timeframe, customer, billable or not)
2) Allow to quickly edit a time entry
3) Display total7 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 -
Customer Specific Ticket Options
We need the ability to add custom fields to tickets that only apply to specific customers. Not all our customers use all our services and being able to only show them what they pay for would be helpful. We would also use this to offer specific support for customer specific applications.
1 vote -
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
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