712 results found
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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 -
Display CC in Ticket
The new layout does not allow to display other (cc-)receipients of an e-mail any more.
Can you please add that feature again?11 votes -
Mass Ticket Responses
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.
2 votes -
Ticket description box in web app
Can the ticket description box in the web app be enlarged like it was in the classic view? Can the description box also have an autosave feature? I have fat-fingered keys before and lost all of my input and then have to retype which is very inconvenient.
3 votes -
formatting code
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
5 votes -
Internal notes
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 -
Ticket automation based on support email address
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 -
Ticket retention
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 -
Internal reply edit button
An edit button should be in place for internal replies.
This would make tickets generally more readable and less cluttered.2 votes -
support time-based automation rules in cascade
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 -
Ticket Automation - Customer Grouping
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 -
Allow the ability to display more than 20 tickets at a time and forego the endless scroll!
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 -
Activity Status "Awaiting on customer reply" should stop the SLA as well
Activity Status "Awaiting on customer reply" should stop the SLA as well
112 votes -
scheduled tickets
Have the ability to convert a regular ticket to a scheduled ticket, resetting the SLA until the time that has been agreed to complete the work.
9 votes -
ability to search type and search for product families like in the old ticket UI
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 -
ZDS
option to schedule an open ticket instead of creating a new one
1 vote -
Tickets
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 place3 votes -
Customize the title when creating the event via Atera
When schedule time in google or outlook, it would be helpful if I can cusotmize the title. for example, I want that the name of the customer will be added automaticly after the [Atera #TicketNumber]. It would be great if the details of the ticket or the customer address also will be transfered to the calendar event.
3 votes -
Ability for technicians to respond by email to ticket contact
Request the ability to correspond with customer tickets via email only. Replies from the contact can be delivered to the technicians, but when non-contacts like technicians reply by email to the ticketing system, while the notes update on the ticket, the contact is not notified and there is no automation rule condition for 'ticket notes updated' or 'ticket reply by technician'.
Or the native ability for this by a setting to notify contact (and CCd recipients) when ticket replies occur by email.
Currently only public notes posted from within the web portal/app deliver to the contact.
This is very important…
1 vote
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