775 results found
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TICKET HRS
When hovering over a ticket, it would be helpful to see number of hours applied to the ticket without having to click into it.
2 votes -
create ticket with remote connect to customer computer
Having a ticket automatically created when a tech hits the Connect button to remotely login to a customer machine. There are times when a tech will connect to a computer to do or check something when there is not already a ticket created. Having a ticket automatically created or opened to fill in by the tech any time they connect would keep them from forgetting to track their time or documenting what they do. We are still using GoToAssist for remote support and at the end of each session a box pops up for the tech to fill in notes…
8 votes -
Ticketing Task Manager
For example let’s say you have a large project that exists as a ticket such as updating a hosted application. This would include several tasks such as updating the application on the server and then updating the client application at your business locations across the country.
Atera could have a ticket that will act as a parent (For this example it will generically be called Update Application)
Update Application could be assigned to a manager so they can monitor the ticket and create the child tickets update server, update computers at HQ, update computers at branch 1, update computers at…9 votes -
Add ability to delete tickets through ticket automation
Add the feature to delete certain tickets through ticket automation based on certain automation rules.
3 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.
4 votes -
Ticket SLA warning
It would be really helpful if we could set up an automation rule that would alert us if a ticket is going over a certain SLA. Our SLA is 4 hours and so the system should be able to send an email to us - or a designated manager - to alert them of the fact.
15 votes -
Ticketing Product Family Automations
We offer a variety of services and not all customers have all of our services so it would be good to show/hide product families dependent on the customer.
We can then setup alot of automations depending on what product family is selected. For instance we offer, IT services, cyber security services, hosted phone & broadband services.
As an example we might setup automations if a customer selects an option within our "Hosted Phones" product family, but if a customer doesn't use us for their phones then we don't want them to see that product family.
This would open up a…2 votes -
Option to unlink Contact from Agent
Currently, if there are multiple Tickets open from one Contact, and the Agent is changed on one, it is automatically changed on the other. This causes issues in three cases.
1- If there is a main Contact for a Customer that all requests go through, there will likely be multiple Tickets open for different devices.
2- For new user/hardware deployments, requests generally come from one Contact. We may get a couple in a row, somewhat overlapped, but unrelated.
3- If a user has multiple devices and has a ticket open for each, as stated in the request below
https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44068440It…
7 votes -
ticket status change
Ticket automation to change status of "resolved" to "closed" within a specified amount of time. Would like the ticket status to change automatically.
7 votes -
ticket improvement
Split ticket in activities. every activities should have a different contract. like on site and remote support have different price but ticket is the same.
Then after ticket is closed contract nedd to be unchangeble.3 votes -
calendar event
Every time you schedule a calendar event within a ticket, it already shows up on the right side of your screen, but it would be really helpful to have Atera also do an automated "internal note" that lists these calendar details as well (date and time added to external calendar, etc).
This way, employees can see the history of when this ticket was added to a calendar(s).
2 votes -
Transfer/Migrate Help Desk Tickets
I am currently using another help desk platform but would like to start using Atera's Help Desk. I have open tickets. I want to transfer the open tickets from my current help desk to Atera's help desk platform so that I can start using Atera's Help desk right away
7 votes -
When opening a ticket from an agent, that agent should be automatically assigned to the ticket.
When creating a ticket from an agent, it does not set that agent in the ticket.
The agent is automatically set based on which contact is selected when creating the ticket. (I have just confirmed this is the case with support)There is also no Agent menu on the New Ticket page, so technicians need to open the ticket again after creating it to correctly set the agent.
Contact and Agent should be independent as often we need to clear changes (buying software, hardware upgrades, etc.) with some form of management -be it business owner or their finance department- before…
16 votes -
Filter Tickets by Last Modified
It would be helpful if we could filter by Last Modified - e.g. Last Modified last week but not this week, so we can easily see if there are any tickets that we've missed out on updating.
6 votes -
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.12 votes -
1 vote
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Ability to limit statuses at the tech role level.
We need a method to limit ticket statuses based on technician role.
Including custom statuses.
This can be achieved by adding a section in the roles page where we can check off which statuses that particular role can use in a ticket.
This is not to affect techs trying to search a ticket with any status. Just what they can set the status to within the ticket or in the ticket list.
Why? Higher up techs or admins need to review resolved tickets and set to closed after review. Some techs are setting closed and we miss them. Also, we…1 vote -
Remove all tags from existing tickets
Remove a tag in bulk from all tickets, instead of one at a time
3 votes -
When emailing Atera helpdesk make it so that if we put a #Site Name and ##Assigned to. Will automatically populate the fields.
When emailing Atera helpdesk make it so that if we put a #Site Name and ##Assigned to it will automatically populate the fields. Such as assigned to, Site Name.
1 vote -
Auto Tag Categories
I'd like to have a dedicated place to define the categories (in admin)
4 votes
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