711 results found
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See Support Tickets within Atera Portal
Would like to not have to go to a separate webpage to see my tickets. We should be able to all within our own portal
1 vote -
Creating Auto Tickets for specific Threshold Alerts
It would be awesome to be able to setup an auto ticket for specific threshold Alerts. For instance if Disk Usage reaches 85%, a ticket can automatically be created. Right now, you can set an auto ticket to generate for all Critical or all Warnings. I would like to be able to specify which threshold alert to create an auto ticket for.
8 votes -
Helpdesk Phone Center
Helpdesk center functionality: provide a number that users can call. Just for urgent issues they don’t have a way to contact if it's urgent, if they don’t have internet or have access to a computer.
1 vote -
Dashboard
A dashboard that ACTUALLY WORKS and reflects ticket numbers, and have ticket status' update properly so that closed tickets that get replied to ACTUALLY REOPEN A TICKET.
3 votes -
Exporting All Tickets
I would like to be able to export ALL tickets into a spreadsheet that I can then manipulate.
12 votes -
Ticket Field Job
Ticket/Field Sanction - We're looking for tools that would assist us with reallocating tickets to Field Jobs (Jobs that needs to be done on-site), with an easy access timer to keep track of time spent on-site. If there's an easy feature in Atera that could assist us with reallocating tickets to Field jobs, that'd be awesome.
3 votes -
Filtering Idea: By Urgency
Ability to filter by Urgency.
1 vote -
Add flat rate to products/expenses discount rather than just a percentage
Currently we can only apply a discount using a percentage when invoicing using products & expenses.
Please add a flat rate discount per unit option.
Simple example: Software Expense for $95 but we quote $12.50 discount per licence. Easier to add in discount of $12.50 per unit rather than figure out the percentage. Just makes it more fool proof for technicians rather than having to use a calculator.
1 vote -
Email parsing
There were a few other ideas similar to this, but none matched what I was thinking. I would like the have incoming email rules for emails. WE can create rules based on Sender Email, Subject, and Body. i.e. I get emails from various backups solutions. I would love to be able to say "Subject Like '%success%' then...
1 vote -
Action Ticket
Action ticket: Log tickets as an action ticket in the ticketing system. Similar to change and risk. You would log in.
1 vote -
Risk Management
Risk Management: Risk ticket associated with what they identified. Client accepts the risk and then they are not liable.
1 vote -
Keep Link in Tickets from Email
When forwarding an email with a link, the link is no longer clickable
2 votes -
Color Based Ticket Presets
I think the ability to visually change the background of the tickets to a color based on the customer. We have multiple techs with "assigned" buildings and it would be a very nice feature to have presets on the dash to easily display and sort. I know it may seem petty, but to be able to scan at a glance is pretty helpful when things get a bit hectic. Just adds another sub layer of sorting/filtering without completely losing the ability to see the big picture.
2 votes -
Ticket to contract type
- Be able to assign a ticket to all contract types. Sometimes I do work related to Backup or antivirus which I want to track time for, but may not be billable.
2 votes -
Assigning devices to a ticket instead of a contact
We are using Atera as an organization with different departments as organizations. We need to be able to keep the tickets with the device instead of with a contact. When I change the device on a ticket it changes the device assigned to that user. Not good.
6 votes -
KB article related to ticket
Show related KB article at creating a ticket
13 votes -
Solution/Solved Tag in tickets + Solution Search
You have just been dealing with a difficult case, after hours/days you finally nail it and solve it. You feel great, the world is at your feet, other techs look upon you with awe as if a God walks among them.
Now what you really want to do is add a note to your ticket "This issue was solved by doing the following..." and you provide a summary or link to the article you followed, and then tick a lovely check box that says "this update contains a solution" or something similar.
This will mark this ticket update as searchable,…
7 votes -
Minimize Filter options under Tickets
I would like a larger view of my open tickets. The Filter options minimize when I scroll all the way down, but I not before then. I would like a toggle button to hide the grayed out options under the Tickets / Tickets page. URL is https://app.atera.com/new/tickets
3 votes -
ticket
It would be fine, if a ticket will be created automatically, when I connect to a device via Splashtop
3 votes -
change company name in tickets
It would be helpful if there is a way to change Company, as well as requester, in tickets. For example, a company called "unassigned" appears when unfamiliar e-mails and domains send emails to the ticket forwarder address. If I can directly edit this information in the ticket, it will be extremely helpful.
2 votes
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