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  1. It would be AWESOME if we could manually reorder tickets (a sort of custom order) by dragging them up and down the list. And/or pin tickets to the top of the list.

    Basically, a way to customize the ticket list in order to organize priorities when starting our day. Because sometimes you don't want to start changing priorities for tickets. Sometimes you decide you will address minor requests while working on major problems at the same time.

    So in the morning, you move (or pin to the top) the tickets you plan you'll be able to work on that day...

    29 votes

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  2. time entries are essential informations for the customers to get to know about the progress of a ticket.

    so it would be a good idea to have an ability to automaticly send a mail with informaions about a time entry via ticket automation rules

    3 votes

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  3. Right now, we have the ability to flag a response as a resolution, and we have the ability to retroactively REMOVE a resolution flag, but we do not have the ability to retroactively ADD a resolution flag.

    The problem is that we might not flag a response as a resolution if we're not sure that it will actually solve the issue. But if it does, then we have no way of marking it as the resolution retroactively.

    It would be very nice to be able to flag a past ticket response as the resolution. It would be nice to even…

    12 votes

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  4. Way to get a new field created for a custom ticket form to populate with User attributes that have been imported (sync) from Azure. Want to create an onboarding form, and would like to have a pull down with staff names from Azure. Would also help with other forms.

    1 vote

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  5. Having the ability to convert a predefined filter into a button or create buttons for quick access to filters (e.g., unassigned, SLA breached, critical, etc.).

    1 vote

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  6. Allow Custom Fields in Tickets that only apply for certain customers. Thank you.

    2 votes

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  7. We frequently have new tickets come in where one of us takes the ticket and then the next tech assigns themselves very shortly afterwards, as they see it as unassigned still.
    There should be a way for the system to notice the tech sees it as unassigned but the backend system is changing it from a user to another user and trigger an alert or stop the action.

    This causes an issue with when the first tech to grab the ticket has it disappear from their queue and it ends up in the other tech's queue instead. THis is particularly…

    3 votes

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  8. Some clients require unique data that is not necessarily need by other clients. Creating ticket forms that are customer specific and viewed only to that customer is helpful to customize the workflow to their needs.

    2 votes

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  9. When sharing a link to a ticket with another member of the team, if they're not already logged into Atera, when they click the link, it takes them to the login page, but once logged in, the original URL isn't passed through, so they have to go find the link again and click a second time to actually open the ticket they wanted.

    1 vote

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  10. if you work with sub-support (providers, ...) and you want to documentat an eamail in the ticket (send it from your mail-account to the ticket-number) the customer is getting this email from the ticketsystem forwardet... (public answer)....

    this is very bad ... and should be possible to turn off

    2 votes

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  11. Es wäre schön wenn der Kunde im Ticketportal sehen kann was an Zeiten abgerechnet wird. Teilweise ist dieses Erforderlich damit dann Rechnungen nachvollzogen werden können.

    3 votes

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  12. It would be beneficial to have the option to delete and edit ticket tags. This would allow for corrections on typos and removal of tags that are no longer relevant.

    5 votes

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  13. Currently, the insertion or update of additional fields of type dropdown via the API is not supported; only boolean and string fields are supported.

    1 vote

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  14. Currently, the insertion or update of additional fields of type dropdown via the API is not supported; only boolean and string fields are supported.

    1 vote

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  15. We get some tickets from our voicemail system. The user's message is attached to the email. It would be great if Atera's AI could transcript that message as an Internal Note. We sometimes use third-party transcription tools such as TurboScribe.ai to do the transcription and paste it in. It would be a great improvement if Atera's AI could do that automatically.

    1 vote

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  16. We would like to see a customer read status updates for when a customer opens the email containing a ticket response sent out of atera as a ticket update. This could be accomplished with read receipts or even better as a pixel tracking just like email marketing companies use to show statistics.

    1 vote

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  17. For recurring scheduled tickets, it would be nice to have the ability to insert variables into the title.

    i.e. For a monthly on-site ticket we'd like it to automatically use the month and the year in the title "Monthly On-Site January, 2025" by using a variable such as "Monthly On-Site {Month}, {YEAR}" (obviously I made up the variable name/format, this is just an example of how I'd imagine it will work).

    Other helpful variables might be:
    Week Number
    Current Date
    Current Time
    Current Date +/- #Days
    Current Time +/- #Hours:minutes.seconds
    Scheduled ticket recurrence count (i.e. Tech Review #22 would be…

    1 vote

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  18. An ability to create a calendar invite and send the invite from the synced calendar to a client as an example of of when to remotely support, call back or be onsite as an example, so they wont forget (meeting Invite)

    1 vote

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  19. In the old Atera ticketing interface, we could forward a ticket to an email address. This is something we use when a user creates a ticket for a department (like accounting) and no one in accounting is a technician. Therefore, it would be nice to just forward the ticket in an email format.

    6 votes

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  20. Could we create a multiple ticket forms.

    I would wish to create multiple ticket forms. Like 8 for SR's and serprate on for Indecents.

    1 vote

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