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  1. Problem: No ability to change the template used by Atera for emails notifying the tech and emails notifying the contact when comments are added to a ticket.

    When I have custom and in my case very custom HTML email templates for Ticket Creation to User, Ticket Creation to Tech, Ticket Assignment, Ticket Status Change, and Ticket Resolved. But then when a tech replies to someone's ticket to help them it shows up as just some poorly formatted words in their inbox by comparison. It actually makes my brand look bad and incompetent as now it looks like my support given…

    2 votes

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  2. We use notifications (email templates) if an ticket hasn't been replied to by the EU indicating that the ticket is inactive. Often times, the EU doesn't recall the last comment the technician made when they get the email notification. While we understand it's easy to have people refer to previous emails or log into the portal, that doesn't work in practice.

    To this end, having a {[Technician Last Comment]} snippet would be great to add to the template to jog their memory.

    Thanks.
    Jeremy

    3 votes

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  3. We have a firewall alert when a customer goes to the backup connection, if the circuit bounces, we may get 15-20 tickets. A mass merge feature to merge all related tickets would be very helpful.

    2 votes

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  4. It would be great to fetch a lot of tickets for a given date range.
    We have tools for analytics and currently have to send a lot of fetch requests to generate statistics for specified month.

    Please add a from and to date for the request and increase the returned items per page on the response.

    Thank you very much

    1 vote

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  5. It would be useful to be able to keep the internal note at the very top of the ticket just beneath the most recent message.

    Also if we could use the same note/notepad for each internal note entry created.

    It's very frustrating having to scroll through the entire thread just to compare an internal note that was created at the beginning of the ticket.

    It would also help other technicians reviewing the tickets to be able to see all internal notes a tech created in a ticket. It gives them a quick recap of the troubleshooting process that was taken…

    1 vote

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  6. It would be great for us to be able to create ticket automations based on which support address received the email.

    Currently we have multiple SLAs for a particular client depending on the service type. So we have created additional support email addresses for the different service types but cannot manipulate the incoming ticket based on the support email address.

    1 vote

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  7. 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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  8. 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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  9. Would like support for time-based automation rules in cascade.
    As an example, a ticket is automatically set to pending after 3 days with no response. Then set to closed automatically after 3 additional days with no response.

    Based on my conversation with support, currently, if changes were applied to the ticket automatically, the next rule that should be triggered will not work.

    3 votes

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  10. 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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  11. 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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  12. 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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  13. 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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  14. 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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  15. 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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  16. 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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  17. 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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  18. Activity Status "Awaiting on customer reply" should stop the SLA as well

    109 votes

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  19. 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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  20. 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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