786 results found
-
Email from unknown Contacts and noreply@
Applies to:
Admin > Settings > Tickets
Contacts
TicketsWhen an email arrives to our helpdesk it creates a ticket, which in turn a response is sent to the sender by the helpdesk.
In some cases we want to block that sender. In other cases we want the email, but an automated reply from the helpdesk creates a loop in email responses as "unmonitored email address".Please add additional options on the Admin > Settings > Tickets screen.
So we can setup a few automated processes from unknown contacts (not already in our system), AND how to deal with "noreply"…4 votes -
Send notification to Customer Main Contact when a Ticket change status
It could be very usefull the possibility to send notification not only to the contact of the ticket, but also to the main contact of the customer.
For example, to send a notification also to Main Customer Contact when a ticket is closed.
And anyway, the possibility to have "Main Contact" as option, in the destitation dropdown.
2 votes -
Option to create conditions in tickets
Add option to create automation rules, to the fields of the tickets like if i chose a priority high the ticket impact is minor when i edit some field.
or add the option that automation rules have the condition "When X Field change"
4 votes -
ticket
Bonjour,
Dans le cas de plusieurs tickets de même nature, nous pensons qu'il serait utile de pouvoir créer des dossiers/catégories, afin de pouvoir organiser au mieux notre liste.
Ce qui permettrait, selon nous, une meilleure gestion et visibilités des ticket.
En vous remerciant.1 vote -
Creating a custom feature to set time round in ticket, so we could set to 5 or 10 or 20 minutes instead of quarter or half or full hour
Creating a custom feature to set time round in ticket, so we could set to 5 or 10 or 20 minutes instead of quarter or half or full hour
2 votes -
Custom Fonts
For marketing, I use Lato as the font and attempt to use that font everywhere I can to synchronize my correspondence.
It would be very beneficial as a means of adding branding-specific information to my account.
Atera already has custom branding options available under the white label settings. If Atera could expand that to include font and perhaps ticket style that would deliver a consistent feel to the client. I would also like the ability to make the font settings default and possibly the only option in tickets so that the font is always consistent.
2 votes -
Edit button stops timer
The edit button on the timer should stop the clock when clicked.
1 vote -
Tickets on Google Calendar formatting
When tickets are sent to Google calendar, if the customer name would be added either in place of or in addition to the Atera ticket number
8 votes -
Share a ticket by email (full conversation and attachments)
It sometimes happens, even often that I am forced to share the exchanges and attachments about a ticket with a software publisher. I often explain in my tickets everything that has been done to isolate the problem and allow the editor to reproduce the problem when it is indeed a bug. To have a button which will allow in one click to create an email with in subject "the number and the title of the ticket" in the body "the various exchanges as well as the attachments will allow me to be more efficient.
3 votes -
creation of tickets for devices/activities not associated to a contact
creation of tickets for devices/activities not associated to a contact.
performing routine maintenance on servers (that don't have a contact, our own internal servers) like patch application, log file clearing.
or allow a contact to have multiple devices, so they are informed of tickets being opened for main.
I think this would then allow for a report to be run against the device to view all activities performed on the device, for ISO audits etc.
I may be an edge case as I use Atera to manage multiple Data-centres and not desktops of individuals.
8 votes -
Indicator that product has been added to a ticket
When a product has been added to a ticket an icon or some indicator within that ticket should appear so you know there is product attached to that ticket and then don't have to open the products/expenses section to check for product.
4 votes -
Mailbox Check
We have many applications that send status e-mails (backup application primarily) to our inbox.
It would be useful to have the possibility to scan the mailbox to search for keywords (error, failed, etc) and automatically open a ticket. Thank you.2 votes -
Time entries. Rounding above 30 seconds should round up and not down to the nearest minute.
I've noticed that time entries always round down on the minute.
So 1 minute 50 seconds shows as 1 minute on the time entry.
I assume this is a visual thing on the ticket view and not how its calculated for contract billing.
Because we can end up with times when we have a lot of small entries and if its rounded all of those down for the bill contract we could be losing out on a lot of time (money billable).4 votes -
additonal signatures
Ability to have multiple signatures based on clients.
7 votes -
Assign a ticket to a technician according to its creation time and time zone working
Helpdesk teams often have more than one technician working in different time zone/time slots.
It would be great to configure ticket assignment to the right technician working in the same time zone/time slot that the raised ticket.
2 votes -
Automation Rule that will look for specific status changes
Would like to have automation rule where you can select the change from one status to another, i.e. when the status changes from 'Closed' to 'Open'.
1 vote -
Please change the behaviour of copied text.
When you copy / paste text into the composition box is a different colour but it's so subtle you cannot tell if you have pasted as text (no change in colour) or paste as normal and then you end up with a different background colour which cannot be noticed when composing the email but is noticeable when the customer receives the message.
7 votes -
john@nsmit.biz
When creating a ticket, you have the initial contact, but like when you do a reply, it would be handy to have a field to add additional contacts into the ticket at the creation stage
3 votes -
Be able to filter out customers
We've got a customer who is dealt with by a specific technician who also like to spam tickets and it'd be really useful for the other technicians to be able to easily filter out said customer.
5 votes -
Create Ticket without Token
Create Ticket without Token by using Helpdesk Tool Shortcut in Taskbar
7 votes
- Don't see your idea?