704 results found
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Bulk Assign customer contact
When we have bulk tickets come in from a backup report or AV report it all comes from the same notification email address and set as Unassigned.
Given that Atera won't assign a ticket from the Subject line by a 'Keyword' search feature - which I have seen in other ITSM tools, we should have the option to bulk assign to a customer contact (I use a generic contact for each customer for notifications) so I don't have to go into each ticket and assign said contact to align with the customer.
Much like the Bulk assign technician, we should…2 votes -
Change product family fields required
It would be interesting to change the required fields in the Custom Files>Product family section.
It doesn't make much sense to force you to add Child values to a category.
What would be mandatory is to create the category value and then it would be optional to add child values. Not every time you create a value you want it to have subcategories.7 votes -
be able to change font size
when replying to ticket you are unable to change the font size so when you are pasting things from other websites into your reply the font sizing for the whole email is off
10 votes -
Set a default font when replying to tickets
I would like the option to set a default font instead of the default option being Source Sans Pro font
9 votes -
Replying to a ticket with status update.
When replying to ticket please add option to select the status and update the ticket, example: "send and set status to closed"
11 votes -
Survey
satisfaction survey in french
10 votes -
Emailed response thread context
Email reply thread context is lost if the user replies out of order, showing only the response, causing confusion for the user and technician at times. It would be better if the context of the reply was available to review in this case, maybe click or hover to see the context of the reply as we cannot make the assumption that the user is responding in the correct context either.
2 votes -
Custom tags with hierarchy like auto tags
The auto tags have a hierarchy in many instances - Hardware, Application, Network as top levels, and various things as sub-levels.
Need this ability with our own created tags.2 votes -
ticket automation
Allow a custom create date field to be updated by Ticket automation (after a condition is met) with the same options as the filter has i.e. Today, Tomorrow, 7 days, 30days etc.
7 votes -
ability to attach device
In the vein of ITIL it would be nice to be able to attach device(s) as assets to tickets and then be able to view associated tickets when looking at a device. also a report showing problematic devices based on number of tickets would then be nice
4 votes -
1 vote
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Link Contract to Ticket Type.
It is likely a common scenario that a client is on a monthly retainer for maintenance, so they do not pay extra for fixing problems, but if they want a change made, they get billed by the hour.
There is a way to change the ticket type - Problem/Change. so the ticket is categorized correctly- and a way to change the contract, so they can be billed appropriately, but it would be nice if the Ticket Type could be linked to a Contract so they are billed based on ticket type.
2 votes -
GPI link
For tickets: GPI system. When a ticket opens up, a GPI link is added and it will bring up all the information about the customer. Makes the work easier. It brings up all the info such as software, windows,
1 vote -
Order the quick reply templates
It would be useful to be able to order the quick reply templates rather than all new ones just going to the bottom of the list.
9 votes -
Ticket Number in Email Template Subject - At the end instead of the beginning?
Would it be possible to have the Ticket Number snippet TRAIL an email Subject line, rather than being required to start the email in order to have it added to an existing ticket (but still have replies added to the existing ticket)? This could help bring the subject itself to the forefront when viewing on a smaller screen/etc., allowing the user to focus on that rather than the ticket number.
1 vote -
Assign contact from Ticket Title
Ability to change the contact with an automation rule.
Example:
We get tickets from our mailbox via a mail. A ticket is created and the phonenumber is in the title. I want to create a automation rule which checks this phonenumber and if this number is added to a contact i want to assign this ticket to the contact.7 votes -
Advanced Search for Particular Customers for Tickets
Have an advanced search feature where you can search a particular customer for tickets
8 votes -
Next Step Recommendations from Tags
Would be nice to have recommendations for the next steps based on the tag but ability to control it from the admin
1 vote -
8 votes
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Ticket Indicator- product/expense added
Indicator that a product or expense has been added without having to go INTO the product and expense list.
5 votes
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