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  1. Customer just reported since we changed to atera, they can no longer view tickets which their staff have submitted. Would it be possible to have a manager view for a customer so they can view all tickets logged under their account?

    11 votes

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  2. Would be nice if all ticket emails to clients are all encrypted end to end in order to provide users with passwords and other sensitive information.

    4 votes

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  3. 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

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  4. 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

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  5. I would like the option to set a default font instead of the default option being Source Sans Pro font

    9 votes

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  6. 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.

    5 votes

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  7. When replying to ticket please add option to select the status and update the ticket, example: "send and set status to closed"

    11 votes

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  8. satisfaction survey in french

    10 votes

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    1 comment  ·  Tickets  ·  Admin →
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  9. 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

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  10. 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

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  11. 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

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  12. 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

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  13. 7 votes

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  14. 1 vote

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  15. 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

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  16. I would like a snippet for the email body when a user submits a ticket via email. It would allow me to add it to an email template so I can see what the details of the ticket are.

    9 votes

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  17. 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

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  18. 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.

    6 votes

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  19. 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

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  20. 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

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