746 results found
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ticket notifications
When a ticket is submitted via email or via portal, a ticket notification goes to the user via ticket automation.
However, if a ticket is submitted by one user for another, we will change the Contact on the ticket to accurately reflect who needs to be serviced to resolve the issue. With other PSAs I have worked with, this would have the ability to trigger a notification to the new user that a ticket has been created/modified. Atera doesn't have that notification as an option in the Automation settings.11 votes -
report
zoom into the ticket detail from the report
3 votes -
Helpdesk Agent Improvement
Ability to assign more than one engineer to a job. An example would be you work on a job with a number or other engineers due to skill set and or training and need them added to the ticket.
1 vote -
Ticket view change just for one tech
Ability to change ticket view without everyone seeing it. Even saved view.
1 vote -
Delete messages from ticket conversation history
Have the ability do delete messages from ticket conversation history. We have been accidentally sent confidential information not intended for us and there is no way to remove this from Atera.
7 votes -
Show customer address on tickets and make them printable
I do quite a lot of onsite visits as well as being an MSP. For me, having the customer address on the ticket and having the ability to print a ticket is invaluable.
2 votes -
"Awaiting xx Response" field automated aging colour change
Be able to set tickets to automatically change the ticket "Awaiting Customer / Technician response field to coloured background - safety yellow (customer) or bright red (technician) after a set period so at a glance you can see stagnant / neglected tickets. Can be set colours and just enable an option with a single period of time like 48 hours or 7 days etc etc that they change based on last updated response day and time.
1 vote -
To reset the ticket number
It would be nice to have the possibility to reset totally the ticket number.
For example: I 'm using your tools for the last weeks in order to test it.
Now I will deploy it to my customers.
But impossible to reset the first ticket number to 1.Thanks :)
1 vote -
Need ability to filter & export tickets by specific number
I Like this software, but my goal here was to find a helpdesk that can export individual tickets by their id number.
SOX & JSOX auditors request these tickets by number, and want to see the whole thread. Any way to export would be great, .html, .pdf, or just email the ticket would work also.17 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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Better Formatting for Replies
ticket reply with formatting similar to outlook
The formatting of the replies is very Limited7 votes -
Scheduled Ticket reminder
For Scheduled tickets, it would be nice to assign a reminder notification to the technician assigned, with some optional time frames.
13 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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display ticket number in page title
Hi,
Any ticket page has constantly the same page title: <title>Atera - RMM software | PSA & Remote Access for MSPs</title>This should be changed to include ticket number at the end:
<title>Atera - RMM software | PSA & Remote Access for MSPs | #1203</title>
so when the URL is copied over to another system or conversation, it automatically displays the ticket number without a need of opening the URL.We reference a lot of tickets and this 2 minute change would make referencing way simpler.
Thank you
4 votes -
Allow multiple reply emails from Atera for different customers.
Allow for the "no-reply" responses from Atera to come from different email addresses for different customers. We have a customer that sends emails to Atera and the tickets are logged, but they want their own customer reply email.
8 votes -
Unique calendar integration per technician
Today, the integration is for 1 calendar per account - making us use a shared calendar
6 votes -
Customer vs. technician update
Cannot appear to differentiate between a customer update and technician update in a ticket. The “Ticket Contact Responded” trigger actions on both tech update and customer update.
3 votes -
Customize Snippet
Create your own snippet
5 votes -
Close with Message
When I used Spiceworks, one of the features that was present was to add a note (which would be emailed to the user) while simultaneously closing the ticket by checking the "close ticket" box.
My users are usually pretty happy folks, so it's not uncommon for me to get a "thank you" or similar message in response to a solved ticket. If I respond with "no problem!" etc. then they get that message and then also a repeat of it when I close the ticket (since they get a message with the last notes added when I close the ticket).
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5 votes -
Remove ticket creation timer
Would like an option to remove the ticket creation timer.
1 vote -
Possibilty to edit the 'reply to' mail address
I would like to sugest the idee to edit the 'reply to' mail address which is now locked.
We're getting phonecalls from customers for help wich then are put manally in Atera as a ticket, but it's then with the mail address of my collegue, so when ik try to contact i always have to choose the 'cc' option and put the address of the customer in it.
Very time consuming and also every reply i do my collegue also get the answer creating to many mails.
I hope we can change this 'reply-to' option in one of the following…1 vote -
Customize ticket number / prefix
We would like to see a customizable ticketnumber.
Instead of just having [#123] it would be awesome to add (at least) a custom prefix to it, so that we can achieve [PREFIX#123] to distinguish between different used systems and add automatic email processing in exchange.1 vote
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