699 results found
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DateTime or just Time custom field
Currently, there is only a "date"-type custom field. We have need for tickets that also include a start and end time as well. It would be nice to have a time field, and/or a combined date/time field.
1 vote -
multiple selectios in "dropdown" custom field
When creating a new custom field for tickets, when using the "dropdown" type of field, be able to choose multipe options. We want to use this for onboarding and a list of systems the new user needs access to. Right now you can only choose one option. We would like it to be:
Title: Systems Needed:
And then be ablel to choose multipe items under that title. Users could choose all the systems they need to have access to.2 votes -
Inside the e-mail templates for ticket, add a "Time Spent" snippet
If that snippet "Time Spent" would exist, you can automatically sent an e-mail to the person inside your organization with the "Total Time Spent", the moment an IT-engineer flags a ticket as resolved.
That person can immediately start with the invoice, instead of first logging on to Atera, generate a report or open the actual resolved ticket to find out what time the IT-engineer spent, solving the ticket.
This would save time for the person who needs to invoice all resolved tickets.3 votes -
Email Template for Ticket Comments
Problem: No ability to change the template used by Atera for emails notifying the tech and emails notifying the contact when comments are added to a ticket.
When I have custom and in my case very custom HTML email templates for Ticket Creation to User, Ticket Creation to Tech, Ticket Assignment, Ticket Status Change, and Ticket Resolved. But then when a tech replies to someone's ticket to help them it shows up as just some poorly formatted words in their inbox by comparison. It actually makes my brand look bad and incompetent as now it looks like my support given…
7 votes -
Drag and Drop Ticket Attachment
Drag and drop attachments on new ticket web form
4 votes -
Expand on SLAs to be in ITIL Compliance
SLAs need to be dependent upon Ticket Type and Ticket Priority so companies can be in compliance with ITIL.
3 votes -
scheduled ticket frequency monthly at specific weekday
It's not smart to set a ticket frequency to a numbered day, because that are changing weekdays.
A schedule like "first tuesday", "second wednesday" or "last friday" would be much more important
1 vote -
Ticket Export
Ticket conversation exporting option for legal/HR reasons.
14 votes -
Splitting a customer response into a new ticket
If a customer emails in, and also asks another query that's different from the original request, the response can also be split into a new ticket with a different ID (but linked to original)
10 votes -
Scheduled ticket for users
It would be great if users could create scheduled tickets themselves.
For example: "I'm going on vacation, and when I return, we’ll need to handle this specific topic together" or "A user will be leaving the company on a specific future date."Currently, we have to create these tickets for them, which is time-consuming.
Also, when we do it, users don’t see the ticket in their own list, so it’s hard for them to know whether a task has actually been scheduled or not.1 vote -
Ability to filter when you search
When you search and it pulls up tickets, there is no way to filter these further. Since we can't filter by status to only show open tickets, we have to scroll through a long list of ticket search results to find ones that are open.
4 votes -
Client Account Notices and Alerts
We propose adding a feature that allows administrators to place a "notice" or alert on a client's account. When a support technician selects this account to create a new ticket, the notice should automatically pop up to notify them of any important information.
Use Cases:
1) Past Due Accounts: If an account is past due and has a service suspension, the system should alert the technician to avoid providing service until the account is resolved.
2) Service Outages: Notifying technicians about ongoing service outages affecting the client to manage expectations and inform the client accordingly.
3) Special Client Requests: Displaying…6 votes -
API custom dropdown fields update
Currently, the insertion or update of additional fields of type dropdown via the API is not supported; only boolean and string fields are supported.
1 vote -
Show knowledge base suggestion to end user or IT texh
Show most relevant knowledge base article related to ticket to end user AND IT technician
1 vote -
Ability to disable / remove AI in tickets
We do not use AI at all in tickets and it's causing a serious lag before tickets are ready to type replies into as AI becomes ready, over the course of the day x techs it's a fair amount of wait time - would like to disable this feature when not require or wanted.
2 votes -
Merging Tickets with the check boxes on the left hand side
Would it be possible to merge multiple tickets by using the check boxes on the left hand side of the screen and then clicking merge at the top.
2 votes -
"Custom field updated successfully" warning for adding custom fields.
When adding a custom field for a ticket, etc., can the warning or prompt "Custom field updated successfully " just pop up for like a few seconds then go away? Of if the field creation fails, can that just pop up for a few seconds. It's really distracting when making a lot of fields you have to constantly click on that warning to make it go away. They just pile up in a list.
1 vote -
Ticket Custom Fields: checkmark with multiple options
When you are creating a new field for a custom ticket form, if you choose the type as "checkbox you only have one checkbox with a title to check or not check. If you can create a "Title" or category and have multiple checkboxes to choose from, For example have a title as "Applications needed" and have multipe check box options to check.
1 vote -
Multiple Service Portals
Having the ability to add multiple domain name URL's for the Ticketing Service Portal.
We have some companies within our group that like to keep things branded with their own logos, but currently we can only use one logo and colour under White Label for the Service Portal, Company Icon and Reports2 votes -
Subject: System Issue – User Creation and Search Problem
I’m experiencing an issue where, despite entering all required details to create a user, the system fails to find the user when searching by email or other identifiers. I receive a message that the user already exists, but when I search for the user, I can’t find them. Additionally, there is no simple and convenient way to add the user, only a complicated method that I tend to forget, which is very tiring. This ongoing problem The system needs to be more reliable and user-friendly to improve productivity.
2 votes
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