710 results found
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voice transcript
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 -
Customer read status tracking for tickets
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 -
Private note
Ability to send a private note to a user.
Example, sending a private note to the user's manager for approval. They will receive an email and be able to view the ticket and add their comment into the private/public section.5 votes -
Dynamic Recurring Scheduled Ticket Titles
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 -
create calender invite for clients for scheduled support
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 -
Forward tickets to non technicians.
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 -
Ability to subscribe to tickets
Be able to subscribe to a ticket and get notifications when Technicians reply or customers reply to tickets assigned to someone else.
16 votes -
REASSIGNING CREATED TICKETS TO SCHEDULED TICKETS
AT THE MOMENT TICKETS ARE REGULAR OR SCHEDULED, THERE IS NO OPTION TO TURN A REGULAR TICKET INTO A SCHEDULED TICKET, THIS IS VERY INCONVENIENT, HAVING TO MANUALLY RECREATE.
We believe this feature could be a valuable addition for all Atera users, enhancing the overall efficiency of the ticketing system. Could you consider incorporating a ticket scheduling feature in your development roadmap?
11 votes -
second technician
It would be good to add a second technician to a ticket. That way 2 technicians can follow up on a ticket and get updates.
Then it's also possible for those 2 technicians to see that ticket in their filtered open tickets. So when 1 technician is on holiday, the 2nd technician can still follow up on the ticket without forgetting about it.19 votes -
opening a ticket on a user's behalf shows technician's comment as the users
If I open a ticket on behalf of a user, the public comments entered on the initial ticket form will show as being posted by the user rather than the technician who opened the ticket.
1 vote -
Internal Tickets
Internal Only tickets - Is there a way to create an internal ticket for a customer and not have it show on the Customer Portal?
We need to create tickets for internal tasks and or quotes we need to do and do not want the client to see these tasks. We still want to align the tasks/quote with the client and user.
We would like them NOT to email any info to the client about these internal-only tickets.
We did a workaround with Ticket Status (Quote, Quote Closed), but it would be nice to have it native in Atera.
We…
1 vote -
ticket type
I would like the ability to change the options for Ticket Type and Ticket Priority.
5 votes -
Ticket automation condition for self\signed in technician.
The purpose of this condition is to allow an automation that can alert another technician that a ticket has been assigned to them but not if you are becoming the assigned tech. Currently there isn't a condition of "Self" that would stop the automation from running when assigning a ticket to yourself. (Example: A tech is out on PTO or needs to assign a ticket to a different tech. They make the assignment change and the rule emails the newly assigned tech.) That works just fine but without the Self condition, when I assign a ticket to myself during standard…
1 vote -
Allow removal and edition of comments inside tickets
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.
2 votes -
Attach an Agent to manual ticket
When creating a ticket manually, no agent can be assigned
This would be relevant for back-office ticket creating -> Technicians
1 vote -
Assign requestor based on reply-to email not sender
When using using tools like wufoo or jotform the email incoming is from no-reply@jotform.com (sender email). That creates the tickets and assigns the ticket to the user no-reply@jotform.com. Jotform/wufoo have the capability to use an email collected in their form to add as the "reply-to email". I use this currently with zendesk from both wufoo/jotform so the tickets are assigned to the correct requestor.
Please add that as an option for inbound email tickets or the ability to run a ticket automation to update the requester based on this attribute.
1 vote -
Closing Ticket
I have a question. Some of our users have noticed that when we close a ticket, it creates another email. Is it possible that when we close the ticket, it keeps the original email from the first creation?"
1 vote -
Change default ticket type when ticket is logged
Good Day Please let us change the default ticket type, as when someone emails a ticket, its an incedent. Can we choose the default
2 votes -
Organize Ticket Properties
I'd like to be able to determine the order of the ticket properties, as there are a few that we can't seem to move, even if the default and the ticket form have them in a certain order. Some items, while important to know, are not often changed and therefore could be further down on the list but do not show as so, even when on the bottom of both 'custom fields' and the form template lists.
12 votes -
which technician is currently working on which call
Hi
We are interested in the option for the service call manager to be able to see which technician is currently working on which call.
Is there such a thing?1 vote
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