781 results found
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Ticket type match custom forms
I have created custom forms, e.g. “incident, request, change, onboarding, etc.” would like the custom form to be able to automatically link to a ticket type. For example when a “change” type ticket is chosen, the custom form I made for Change tickets is automatically selected and can’t be changed by the requestor creating the ticket. This way the correct form with the correct-custom fields is used. I am trying to move away from from creating tickets by email and using the portal and this feature would help with getting the required information for a particular ticket type. Also help…
3 votes -
email non delivery report
We have had several issues where clients do not receive ticket replies as Atera's mail server has blocked them. In this instance we need to be notified of the block from Atera's mail server and suggest this be implemented using a NDR or other notification back to a nominated email address.
23 votes -
Quick access to tickets to show status (awaiting technician response etc)
Quick access to tickets tabs to show their status on top navigation bar (e.g., awaiting technician response, etc.)
The newly implemented feature to highlight ticket status with colours, allowing us to easily identify and act on tickets awaiting responses.
I would love to see this feature applied throughout Atera, not just on the tickets page.
1 vote -
Ticket Forms - Description -
We would like to be able to create Ticket Templates where you can pre-fill the description area. So (just like with quick reply templates) you can make tickets for standardized situations like callbacks, repair requests etc. As an example if you can create this you'd select the Callback template and the Description area will be filled with:
Issue
Contact info
Phone number
Avaible to be called back between xx am - xx pmI realise that some of the info above is also available in a ticket, but the above is just an example.
2 votes -
planner
I would appriciate a lot to have the possibility to organize my tickets in kanban mode, as I could do it in Microsoft Planner. I could drag-drop tickets in columns : backlog, planned, in progress, ended ...
Actually i use categories but it's not as good as Planner.
Thanks for your attention.4 votes -
Ticket queues / Technician groups
Hello Atera Community,
I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.
Why Ticket Queues?
Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.
Assigning Tickets to Queues
Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we…
56 votesHey all,
After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues
The new module allows:
- Creating technician groups for better team organization
- Assigning tickets to groups for efficient workflow
- Filtering and creating custom ticket queues to manage priorities in the tickets list
- New ticket automation rules improvement with new triggers, conditions, and actions
Some use cases for this new feature are:
- Auto-assigning tickets to queues based on conditions
- Notifying admins on escalations
- Round-robin ticket distribution between group members
We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!
Yakov
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Assign Ticket Forms to Customer
Some clients require unique data that is not necessarily need by other clients. Creating ticket forms that are customer specific and viewed only to that customer is helpful to customize the workflow to their needs.
4 votes -
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 -
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 -
Color coding options for different ticket status
Color coding options for ticket status's.
12 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 -
New (custom) ticket field can populate with Azure attributes
Have custom fields created for tickets to be able to populate with User attributes, like just the name to be used in Onboarding custom form, etc.
2 votes -
Show/Hide ticket form templates per site/customer
The ability to choose which forms are visible on the end-user portal based on their site/customer
11 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 -
Ticket Export
Ticket conversation exporting option for legal/HR reasons.
13 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 -
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
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