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54 results found

  1. Time entry total

    Post time entry total in ticket main body at glance without going to time entries.

    8 votes

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    1 comment  ·  Tickets  ·  Admin →

  2. Ticket Status of Scheduled

    Since adding the ability of scheduling tickets on our calendar it would be nice to have a ticket status of scheduled.

    19 votes

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    0 comments  ·  Tickets  ·  Admin →

  3. Allow ticket automation to look at ticket content

    Allow ticket automation to look at content of a ticket as a field so we can then automate things depending on if the ticket contains X.

    18 votes

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    2 comments  ·  Tickets  ·  Admin →
    Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

    Happy to announce the ability to set 

    conditions and ticket automations based on the last ticket comment is now possible!


    Please note, that you can also levrage this ability to look at the initial body of a ticket (as this is considered the "last comment" when the ticket is opened)


    You can read more about it here: https://support.atera.com/hc/en-us/articles/6616336698268


    Thank you for helping us further shape Atera, we hope you enjoy this new feature!

  4. "Register ticket creation time"

    Allow for this feature to be permanently deleted when creating new tickets.

    12 votes

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    7 comments  ·  Tickets  ·  Admin →
    Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

    Hey all, 

    We're happy to let you know you can now disable the timer to register the ticket creation time, by default. 


    This can be configured from Admin > Settings > Tickets. 


    Thank you for helping us make Atera better! 

  5. Turn off AI auto tags

    The option to turn off AI auto tagging and only have custom tags

    2 votes

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    0 comments  ·  Tickets  ·  Admin →

  6. Ability to add comment through API

    There is a GET method to get all comments. Is it possible to have an API to create a comment?

    11 votes

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    5 comments  ·  Tickets  ·  Admin →

  7. automatic close resolve tickets

    The possibility to automaticlly close tickets, if a ticket is automaticlly generated and get resolved.

    13 votes

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    1 comment  ·  Tickets  ·  Admin →

  8. Auto expand conversations on tickets

    13 votes

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    1 comment  ·  Tickets  ·  Admin →
    Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

    Hey,


    I am happy to let you know we have released this in the new ticket UI. 

    We have also added the option to sort the ordering of the conversation and to filter the thread based on public/internal notes


    Hope this helps! 

    Yakov



  9. use ticket automation rules to assign company

    It would be helpful if a ticket / new contact could be assigned to a company via automation rules based on the email sender's domain rather than assigning them to 'Unassigned' customer and having their tickets be inaccessible to the end-client's techs.

    4 votes

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    2 comments  ·  Tickets  ·  Admin →

  10. Ticket View - based on the ability to select Multiple Tags

    Ability to create a Ticket View based on selection of Multiple Tags.
    At present, I can assign multiple tags to a ticket. But when creating a view, the logic behind appears to be Select if ALL tags match, vs and ANY tags match.

    Ex: 3 Tags on one ticket (1,2,3), and 2 Tags on another (1,3)
    When creating a view, if I select 1,2,3 Also allow us to check, must include ALL, or ANY.
    At present it seems to be "must include ALL"
    it only returns tickets that have all tags, vs I would like it to be an OR…

    3 votes

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    0 comments  ·  Tickets  ·  Admin →
    Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

    Hey,


    We have recently changed the behavior of the tags to match the behavior of other filters on the tickets page.


    Now, if you select tags A, B & C, you will see all tickets that have any of these tags.


    Hope this helps!

  11. connect to device from ticket

    We get a ticket/alert about a specific device. There should be a quick link to open the device page and/or manage/connect to the device right from the ticket page.

    6 votes

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    1 comment  ·  Tickets  ·  Admin →
    Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

    Hey,

    This is currently possible!

    If you have an agent assigned to the ticket you will be able to go to the agent.

    Moreover, if the device is offline you will be able to remote connect to it straight from the ticket page.

    Attached are some screenshots.

    Best,

  12. Recurring Tickets

    Ability to recur tickets on daily, weekly, monthly, annual basis

    2 votes

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    0 comments  ·  Tickets  ·  Admin →

  13. Tickets Filter

    We've added an advanced filter to the Tickets tab, within a customer (and within a contact as well)

    1 vote

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    Released  ·  0 comments  ·  Tickets  ·  Admin →

  14. All Tickets

    Now see all tickets associated with a contact (not just the most recent 5) within Customer > Contacts > Tickets.

    0 votes

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    Released  ·  0 comments  ·  Tickets  ·  Admin →
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