68 results found
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automatic close resolve tickets
The possibility to automaticlly close tickets, if a ticket is automaticlly generated and get resolved.
13 votesHey,
This is possible via our time-based ticket automation rules.
Here's a guide on how to exactly do that: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules#Closeaticketifthestatusis'Resolved'formorethanaweek
Hope this helps!
Yakov
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13 votes
Hey,
I am happy to let you know we have released this in the new ticket UI.
We have also added the option to sort the ordering of the conversation and to filter the thread based on public/internal notes
Hope this helps!
Yakov
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Sort tickets by disabled technician
When employees quit, they usually leave behind a good amount of resolved tickets, that can be good to have easily accessible. It's not always easy to remember keywords from a ticket (especially if it's someone else's ticket).
So if we could sort tickets and filter it to a disabled technician, it'd be very helpful!
5 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
Thank you for helping us improve Atera!
This follows the following logic - You can sort by unassigned tickets, which is what the tickets will become once the technician is deactivated.
Best regards,
The Atera Team
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use ticket automation rules to assign company
It would be helpful if a ticket / new contact could be assigned to a company via automation rules based on the email sender's domain rather than assigning them to 'Unassigned' customer and having their tickets be inaccessible to the end-client's techs.
4 votesThe ability to assign new tickets and contacts to a company or customer based on email domains exists.
You can do so from the customer page, please see the attached screenshot.
Yakov
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connect to device from ticket
We get a ticket/alert about a specific device. There should be a quick link to open the device page and/or manage/connect to the device right from the ticket page.
6 votesHey,
This is currently possible!
If you have an agent assigned to the ticket you will be able to go to the agent.
Moreover, if the device is offline you will be able to remote connect to it straight from the ticket page.
Attached are some screenshots.
Best,
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Recurring Tickets
Ability to recur tickets on daily, weekly, monthly, annual basis
2 votesHey,
This is possible: https://support.atera.com/hc/en-us/articles/360015669280-Schedule-a-ticket
Thanks
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Tickets Filter
We've added an advanced filter to the Tickets tab, within a customer (and within a contact as well)
1 vote -
All Tickets
Now see all tickets associated with a contact (not just the most recent 5) within Customer > Contacts > Tickets.
0 votes
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