714 results found
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tabs
Tabs should close when tickets are resolved/closed - There are filters to check on old tickets (closed/resolved).
Alternatively, the option to turn off tabs altogether would be welcome.
1 vote -
Forward email from non english Outlook to create a ticket
I'm sorry to inform you that all people are not using english version of outlook or gmail. Please, be nice with us, and fix the forward email to create a ticket at the requester name (and not the tech).
1 vote -
Allow for customization of columns on ticketing screen
On the Ticketing page the columns are locked to the default fields. We don't utilize the SLA field within our organization; and the new sentiment column is also irrelevant.
Allowing the end user to change what is displayed on the ticketing dashboard would allow for extra space for fields that are relevant, like allowing for longer ticket titles to be displayed.
355 votes -
Save Public Reply Without Emailing
It would be nice to have an option to save a "Public reply" to a ticket without initiating an email to the contact, this way the notes are visible to the Client contact in the customer portal but we don't have to necessary spam the contact with technical notes via email.
14 votes -
Email technician when they have been @ tagged on an internal note of a ticket
When you make an internal note and @ tag an engineer, That technician should receive an email saying "You have been mentioned on a ticket (hyplink to ticket)"
332 votes -
Portal / Form Ticket Template - Improvements (consolidated)
Proper Template based form -
a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I…
43 votesHi,
Great news! Your idea has been approved and is planned for implementation.
We appreciate your contribution and will keep you informed about the progress and expected release date, as well as here in the portal.
You can also follow this in our Public Roadmap.
Best regards,
The Atera Team
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The ability to see ticket audit trail in mobile app
The ability to see ticket audit trail in mobile app That way you can see who put the ticket in, if it was another Admin or an actual user, and can also see if it was merged from another ticket, etc.
6 votes -
expose CC in API
Currently the API only exposes main contact per ticket and comment. it would be useful to see or use the cc field in tickets via the API.
1 vote -
standard ticket filter
Ticket lists often start with standard filter Status:open/pending
Thats not really helpful because of our self added statuses, like "waiting for material (pending)
So ist would be better, instead of filtering status:open/pending, it would filtering status of type: open/pending
2 votes -
Export tickets to pdf
the objective would be to be able to export a summary of the intervention in PDF in order to keep a paper trail signed by the client
16 votes -
ticket timer auto stop
issue:
Tickets that get clicked on get a timer started (good feature). When we click out of the ticket of when there is a response given, the ticket timer should stop (requires manual pause). 99% of the time no one is going to pause the time.Feature required:
Auto pause the ticket timer after there is a response added to the ticket or if you happen to click on another section of Atera.6 votes -
Color coding options for different ticket status
Color coding options for ticket status's.
27 votes -
"ticket type"
The ability to add Ticket Type as a column in the initial tickets view screen.
1 vote -
Close Note field
When I'm ready to resolve or close a ticket, I'd like to have a field where I can type a "Close Note". This would get logged like any note, but since it's a separate field, it could be included on reporting. Also, there could be an option to either make the close note internal or public reply (like regular notes).
Alternatively, this could be done by having an option in the existing note section where you could select resolve ticket or close ticket. Then anything entered into the note section on that reply is flagged as the 'close note' and…
2 votes -
Daily Planner
A daily planner page where Management staff can assign certain tickets and tasks to technicians in a calendar style arrangement. Obviously staff could have access to their own planner too and could use it for their own scheduling also.
11 votes -
Tags via API
Get / amend Ticket tags via API. It would be great if we were able to view/amend/add the tags associated with Tickets
2 votes -
Tagging knowledge to tickets
Have the option to tag related existing articles to existing tickets customers have opened.
Allowing managers or leads to tag possible related articles to tickets to expedite troubleshooting or client resolutions.
Might even suggest a step further, where you can suggest an existing article as a built in response within your reply. Essentially, "Hey customer- have your tried #tag existing article here, as a resolve?".1 vote -
merging tickets
When the Merge ticket box comes up instead of having to know the ticket number or title can a list of open tickets be displayed in the drop-down list
63 votes -
Change management
Change management. For tracking changes made in different setups. I.e microsoft security setup. With suggestions, status for implementing changes and so on.
164 votes -
Sort by activity status
On the tickets page, please add the ability to sort by activity status, add new columns, for example date created, ticket age and the ability to simply click on the title of the columns to sort it instead of using filters, and instead of having a small coloured dot, it will be more noticeable if the entire text is highlighted.
1 vote
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