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Ideas and Feedback

Ideas and Feedback

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753 results found

  1. We need a way to place a retention policy on the tickets that are under closed or deleted status.

    Example: if ticket a ticket is closed or delete for 6 months of last modified date, then completely remove it from the platform. Sometimes our users send sensitive data over tickets even when we request they do not and we want to ensure if there is ever a data breach that the threat actor cannot mine legacy data.

    1 vote
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  2. An edit button should be in place for internal replies.
    This would make tickets generally more readable and less cluttered.

    2 votes
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  3. The Auto-Tag feature is great, but it's extremely broad and limited. Would be great if we could build a custom list OR if Atera could expand on the existing auto-tag list (perhaps using common manual tags across the customer base).

    1 vote
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  4. Ticket Summary screen
    a) Everything is far too large, some of us don't have high resolution monitors. Please make the info fit for a 1900x1200 display resolution.
    b) there are items here that we DO NOT WANT to see, such as:
    CoPilot and SLA. Please let us customize columns on this screen

    1 vote
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  5. If you could please provide us with the option to remove and edit comments in our tickets. As of now, if we put a comment in the wrong ticket, or if we make typos or errors in our comments, we cannot correct them as the comments seem to be there to stay permanently.

    1 vote
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  6. The new layout does not allow to display other (cc-)receipients of an e-mail any more.
    Can you please add that feature again?

    8 votes
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  7. Regarding Ticket Automation, if there was a way to consolidate rules to customer sites

    For example; I have over 40 rules and 5 rules per customer

    1 vote
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  8. We propose adding a feature that allows administrators to place a "notice" or alert on a client's account. When a support technician selects this account to create a new ticket, the notice should automatically pop up to notify them of any important information.

    Use Cases:

    1) Past Due Accounts: If an account is past due and has a service suspension, the system should alert the technician to avoid providing service until the account is resolved.
    2) Service Outages: Notifying technicians about ongoing service outages affecting the client to manage expectations and inform the client accordingly.
    3) Special Client Requests: Displaying…

    2 votes
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  9. Working with multiple email addresses, I would like the ability to send emails from multiple outgoing domains via SMTP to ensure the ticket response is redirected to the correct person.

    1 vote
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  10. My group has a ticket spam filter in place that has well over 8000 tickets built up. It would be great if a simple "view all" or ticket display range that goes beyond 20 were created. This way I don't need to lock up my browser endlessly scrolling or deal with the delay between deleting 20 tickets at a time. This is a simple and efficient change that would greatly help out those with large amounts of tickets for services that need to be logged, but ultimately will be deleted.

    15 votes
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  11. Good Day Please let us change the default ticket type, as when someone emails a ticket, its an incedent. Can we choose the default

    1 vote
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  12. ticket tab at customer shows tickets with stati "open" an "pending".
    but when i create custim ticket stati tickets will not be shown there.

    for example a status "waiting for replacement parts" with the behavior "pending" has to be activated every time i open the ticket tab.

    that are pretty much clicks to see the open tickts of a customer.

    It would be much better, if every status with the BEHAVIOUR of open and pending would be selected as default

    2 votes
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  13. Hi Atera team,

    After building out the platform for my company, I have come to notice that the service portal does not fully optimize the use ticket template feature.

    As it stands now, when a user navigates to the service portal and creates a ticket, ALL custom fields that have the setting "User can Edit" are shown to the user. It will remain this way UNTIL a user selects a ticket template. Only after selecting a ticket template, the custom fields will filter down to what has been specified to be included in the template.

    After doing some brainstorming with…

    5 votes
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  14. 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.

    3 votes
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  15. Having the ability to paste code into a ticket reply or internal note would be immensely helpful. It would be nice to be able to paste code into my ticket notes and easily copy it for future use.

    Could be implemented similarly to how Discord or Slack by surrounding the text with backticks

    3 votes
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  16. The ability to select multiple tickets at once and submit a single response for all of them. Typically we have to copy/paste the same generic message when onboard or offboard tickets come in, saying they will be finished by a certain time. With this, we'd be able to type out a single message and be done with it until we are able to work on the ticket.

    1 vote
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  17. This is regarding the New Ticket UI.

    In the previous 'classic ticket page' we could select the dropdown for product family and then type the product which would get selected/filtered.

    The new ticket UI has removed this feature, it's very frustrating when crucial time saving features like this are removed from the new UI.

    1 vote
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  18. Activity Status "Awaiting on customer reply" should stop the SLA as well

    102 votes
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  19. option to schedule an open ticket instead of creating a new one

    1 vote
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  20. In new UI the Ticket status and the Ticket reason are on different sides of the UI.
    It will be more convenient if tit will be in same place

    3 votes
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