781 results found
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Place Knowledge Article in Ticket Response
We should have the ability to search and place relevant Knowledge articles as a response to a ticket that has been created.
9 votes -
colour tickets priority
please provide colour scheme to tickets so they can be easily identified / distinguished based on their priority either by
1) marking the whole div/row as "red" when it's critical/high
2) having the priority values displayed with coloured bubles - similarly to status have itsuggested colour schema: (low) Blue > Green > Yellow > Red (critical)
note: I know there is a filter for that, but that's an additional step which can be easily eliminated
thank you
6 votes -
Block emails from anyone who is not a contact
Create a simple option to block anyone who is not a contact or using the domain of the client company. Will help stop spam emails/tickets being created.
1 vote -
ticket notes
Clients should get details of a ticket when a ticket is created not just the ticket number the actual notes that technicians write when creating a ticket.
7 votes -
Create & Due Dates for Tickets
Add option to set a due date for a ticket.
Add Create Date and Due Date columns on the Tickets page
17 votes -
Abiltiy to add a TAG to a NEW ticket
We would like to add a TAG on NEW tickets we create
1 vote -
Ticket Description Snippet
The ability to include the initial ticket description in email templates.
4 votes -
Mobile app
It would be very interesting and very useful if the atera mobile application allows interaction with tickets so that field technicians who come to resolve incidents on site can record their times, used products and services, economically valued, and collect the customer's signature. . basically it would be interesting to be able to use it as a ticket application to close work orders on site.
3 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…34 votes -
Add New Trigger - Custom Fields
The options to trigger automations should include a change to a custom field. These can be selected as a condition, but, we would like to use them as triggers.
8 votes -
Attach attachments by dragging and dropping
It would be handy if we could attach any files by dragging and dropping instead of having to use the little paperclip and then manually browse to the location
12 votes -
SLA That does not require first response
Our organization does not track first response. Only requires tickets to be completed in 24hrs. It does not appear that I can set this up currently.
1 vote -
Ticket Summary
Have an editable summary pinned to the top of a ticket.
Useful for ticket notes, checklists, projects, master tickets etc4 votes -
Third kind of note in ticket that allows requestor and techinician to see it, but no email sent.
Allow a technician or requestor to post a comment that both can see, but no email is generated. This allows for information to be tracked that should not be in an email, but both parties need to see it.
1 vote -
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.
35 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 -
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 votes -
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
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