747 results found
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Request for Larger Page Limits When Querying Tickets, Customers, Alerts, etc.
I’d like to request an enhancement to the API/UI regarding data retrieval limits. Currently, when querying items such as tickets, customers, alerts, and other objects, the page size limits are quite restrictive. This creates unnecessary overhead, especially for larger environments where we need to pull or review substantial datasets.
3 votes -
Display a tickets details on the "New Child Ticket" or "New Parent Ticket" screens
When creating a child or parent ticket from within an existing ticket, I click "New child ticket," which opens the "New ticket" window. But I sometimes forget to check the site, user, priority, etc. before clicking "New child ticket" and the info isn't displayed anywhere in that new window.
If I click "Cancel" to go back to the existing ticket to copy the info, for some reason it doesn't take me back to the existing ticket I was just in. Instead it takes me to the default "All Tickets" page.
From there I have to find the existing ticket again,…
1 vote -
Deleting comments
Ability to delete comments.
If an external email has dropped inappropriate content into a ticket, we should be able to delete that ticket comment to remove the content.
47 votes -
Sort or filter by tag.
Being able to sort by Tag or filter all with out a particular tag.
1 vote -
Ability to schedule already open tickets
I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
It doesn't even need to be necessarily closed, just disappear…30 votes -
Status suggestions
When you click on the word STATUS in the Ticket view, it is not putting them in alphabetical order. Please fix this. Additionally, please give us the option to change the colors on Statuses - there's not good way for new tickets to jump out when a new ticket comes in other than have it marked Unassigned.
1 vote -
Parent ticket
When closing the parent ticket, have a notification box confirm that all the child tickets will be closed with it.
1 vote -
Assigned Group Feature Needed
Hi, I need a way to group tickets by assigned category, such as Security, Networking, Printers and Scanners, Hardware, Software, etc. This would allow for better analysis of the data. Is it possible to add this feature? Thank you!
1 vote -
Allow querystring on ticket creation URL
Allow selecting fields or entering values for ticket creation in the support portal URL using Querystring
Por example:
1 vote -
stop counter when leave the page
Add a way to auto stop the counter when we leave the ticket page, now if u leave the page, the counter continues on the top, and if we don"t stop it, we can have tickets with few hours for nothing.
1 vote -
1 vote
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Short window (2-5 minutes) to edit ticket response by tech
Allow a short period to edit a techs response in case of errors (spelling perhaps) or re read unclear item before posting - after which no edit is allowed.
1 vote -
Request to Include Custom Fields in Ticket & Customer Dataset
I’d like to request an enhancement to the current API/UI data exports. At the moment, custom fields created for tickets and customers aren’t included in the returned dataset, which limits their usefulness—especially for reporting, automation, and integrations.
Having access to these custom fields (both in API responses and in any exportable datasets) would significantly improve our ability to build accurate workflows, dashboards, and documentation. These fields often store critical business-specific information, so including them would be extremely valuable.
2 votes -
approval
It would be awesome if we could automatically require all tickets from a company go to the main contact for approval requests! Manually doing this is tedious and often missed!
2 votes -
change public entry to be a private entry
We email into tickets renewals for services from suppliers then email to the customer on this ticket to advise on renewal pricing.
If we just change the ticket to the customer they see the history from the original entry.
We need to be able to change this to a private entry so the customer does not see the whole email chain.
4 votes -
Forward email from non english Outlook to create a ticket
I'm sorry to inform you that all people are not using english version of outlook or gmail. Please, be nice with us, and fix the forward email to create a ticket at the requester name (and not the tech).
1 vote -
Allow for customization of columns on ticketing screen
On the Ticketing page the columns are locked to the default fields. We don't utilize the SLA field within our organization; and the new sentiment column is also irrelevant.
Allowing the end user to change what is displayed on the ticketing dashboard would allow for extra space for fields that are relevant, like allowing for longer ticket titles to be displayed.
357 votes -
Save Public Reply Without Emailing
It would be nice to have an option to save a "Public reply" to a ticket without initiating an email to the contact, this way the notes are visible to the Client contact in the customer portal but we don't have to necessary spam the contact with technical notes via email.
14 votes -
Email technician when they have been @ tagged on an internal note of a ticket
When you make an internal note and @ tag an engineer, That technician should receive an email saying "You have been mentioned on a ticket (hyplink to ticket)"
335 votes -
Portal / Form Ticket Template - Improvements (consolidated)
Proper Template based form -
a pop up or separate ticket form where you organize the boxes like a proper form. Example - New User form. You could organize the boxes any where you want on the form in a logical flow
The questions and then answers in the ticket running down the side is very inefficient. Also, I would like to see all the results in the ticket, not on the side. or in the original FORM type format inside the ticket or in a pop-up or separate screen.,Checkbox or Dropdown - Multiple choice checkboxes or dropdown. I…
44 votesHi,
Great news! Your idea has been approved and is planned for implementation.
We appreciate your contribution and will keep you informed about the progress and expected release date, as well as here in the portal.
You can also follow this in our Public Roadmap.
Best regards,
The Atera Team
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