711 results found
-
Add Ticket Title to Ticket Timer
It would be great if the Ticket Title could be added to the Ticket Timer at the top so that when it is easy to see which ticket the timer is for.
Currently it only shows Ticket number and the time accumulated.
1 vote -
Search tickets by date.
Instead of only showing created 9 weeks ago. Can we add in the exact date it was created?
2 votes -
Auto Tag to affect SLA
Auto tag to automatically affect the SLA and it can not be set in admin, also that it will affect the impact
3 votes -
Schedule a single script at the device level or in tickets
Scheduling a script run right at the device (or even inside a ticket where you could pick the device!) would be ideal, with users in meetings frequently we could schedule patch removals or other items requiring a reboot for post meeting or known free/available time - it would be ideal as well to get an automated ticket update saying it had run and completed or failed
5 votes -
Helpdesk agent improvement
When we see the ticket status all look similar and I'm facing difficulty to understand ticket status. I recommend, for new ticket and Waiting for Technicians response status shows more brighter with red color, so that we can easily understand.
1 vote -
ticket tagging
Feature request;
1) option to make tagging mandatory when creating a new ticket
2) option to limit the rights to create new tags (only 1 or 2 users can create new tags)
3) option to disable manually typing in tags. (ONLY possible to use drop-down when creating a ticket)2 votes -
Create ticket for customer without selecting contact person
I need the ability to create a generic ticket for a client for internal use, I don't want the ticket to show on the client portal.
5 votes -
Ability to select Source = API for ticket automations
I feel like I'm the only one that ever uses the Atera API because I constantly find it lacking or half baked into the entire system.
The ability to create a new ticket via the API works as intended. However, currently you cannot do any ticket automation relating to the Ticket Source = Api.
The functionality is there in the back end, because when the ticket is created via the API, the ticket DOES in fact have the attribute of [TicketSource] => Api.
You simply cannot select Api as an option in the GUI for Ticket Automations.
Chat revealed this…2 votes -
Option to provide an offer to a customer
Current setup:
It is possible to raise tickets through the customer portal.
Within these tickets you can ask some questions by input fields but at the end all of these look very similar.
Example:
Ticket 1: I am not able to start Microsoft word
Ticket 2: Can you please provide an offer for a new monitor
Ticket 3: Can you please provide an offer for updating all my computer to windows 11Problem:
When using the example in the description above the "Ticket 1" is the default ticket which you receive.
"Ticket 2" is a normal hardware offer whereby "Ticket…1 vote -
Customer Custom fields for ticket automation
Custom fields, which are set on a customer can be used in the ticket automation. This way you are able to set values for tickets which can be used in the automation without setting the custom field each time.
8 votes -
Impact
Would like the ability to edit the SLA section and provide my own Impacts instead of using the default ones.
Also an ability to delete ones we are not going to use.
16 votes -
Email template be applicable to the reply section
Would like to see the possibility of an email template be applied to the reply section automatically.
This is a great idea to make sure the ticket number and ticket title will automatically be added to the replies.
Even moreso when the same user has multiple tickets, to be able to differentiate between them.2 votes -
gestion temporalité tickets
Il serait intéressant d'avoir une possibilité de gestion temporelle des tickets.
Par exemple, fermet automatiquement les tickets ouvert ou en attente qui n'ont plus eu aucune modification depuis 6 mois.
Ou bien pouvoir se dire, je met ce ticket en attente mais il doit se réouvrir tout seul dans deux semaines pour tel ou tel raison.2 votes -
Change the user that the ticket is held under.
For example, we have a user which regularly forwards tickets to us that are generated from an email forward. But since the ticket is then put against the person we received the forward from, we're unable to email the actual user the ticket should be held against within the ticket.
2 votes -
For Tickets, put another ADD button near the top
After entering the ticket title I'm having to scroll down the screen to click ADD. There would be a slight improvement in performance to put another ADD button near the top of the page.
1 vote -
Have a Silent Ticket as a Default
Silent ticket: have that option as a default already, with the option to un-tick it to be able to send an email to the client.
1 vote -
10 votes
-
Revised Merge Function
When merging tickets, you should be able to highlight all tickets to merge, and then select which of the selected tickets to merge the others in.
Currently you have to be aware of a ticket title or number to merge into, and you need to ensure you DO NOT select the merge destination - this is counter-intuitive and makes it harder than it needs to be to merge.
11 votes -
Email Append to Ticket
Email Append Feature: Allow the ability to send an email that is out-of-band to append to an existing ticket. Sometimes users or vendor will send updates that are not part of the ticket thread that we need to include into the history of the ticket. By forwarding the email with the standard convention in the subject with something like #TicketNumber it could append the ticket with the email contents.
UPDATE: By forwarding a ticket to Atera with "Fw:" in the subject it will automatically create a new ticket with the forwarded contact user's information. Also, using "[#<ticketnumber>] will append to…
2 votes -
Change ticket created time
When raising a ticket you should be able to backdate/change the time the ticket is logged as being raised.
By default it should be the current time, but there should be an option to override it so you can say it should have been created a few hours ago.
This is useful if you worked on something earlier but didn't raise a ticket at the time e.g. away from desk, busy on another call etc.
Not a huge thing but it can be useful for SLA purposes or if a customer wants to know when work was actually carried out.7 votes
- Don't see your idea?