781 results found
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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 -
Add sign customer box to ticket Email
When a signature is required to authorize a requested action I would like to add a signature box to an email and send it through to the customer for their action.
this would cover us when sensitive work has been requested12 votes -
Ajouter l'enquête de satisfaction à l'envoi de l'email informant que le ticket a été clôturé
Pouvoir intégrer l'enquête de satisfaction à l'email informant que le ticket a été clôturé et non dans un email séparé.
1 vote -
Ticket Origination Type
Currently there appear to be 3 ticket types.
- Email - If a customer emails in a ticket is generated. Denoted by envelope
- Alert - If a ticket is raised from an alerts (Server offline, disk space). Denoted by exclamation
- Phone - Every ticket manually created is assumed to be from a phone call. Denoted by a handset
We generate certain tickets from other alerts, either from 3rd party monitoring or just on-site/on-device observations. When logging these tickets it appears it came from a call but it did not.
The customer receives an email that THEIR issue has been logged but…
7 votes -
Ticket Submissions Without Login
Please add the ability to allow "New or Existing users to submit a ticket without the need to login to the portal.
The ability to embed a form or something on my website that give users the ability to submit a ticket which can then be updated or attached to a client from the admin side, or automatically based on their domain.
I have found that clients often forget to use the support portal and end up sending tickets to my personal email, to which then I must go manually create the ticket.
Anything to make the process easy for…
7 votes -
Customer ticket overview
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 -
email encryption
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 -
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 -
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 -
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.
5 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 -
7 votes
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1 vote
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