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  1. It would be very convenient if you could have several tickets open as tabs within Atera. This would allow you to switch between several tickets, no matter where you are in Atera. I know that you can simply open several browser tabs, but I think it would be much better to have tabs within Atera. Especially if you use Atera as a "web app". This would significantly increase productivity and it would be much easier to keep an overview.

    7 votes

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  2. 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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  3. I would like to be informed when my colleage creates a ticket for me.
    That is already possible, as mentioned in the response to this entry: https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/46558351-notification-on-ticket-assignment

    However, I would NOT like to be informed when I create a ticket for (as in "assigned to me when created by") myself.
    As far as I can tell, there is no filter for that, yet.

    2 votes

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  4. 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.

    8 votes

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  5. Il faudrait pouvoir ajouter un statut de ticket "A valider" ce qui permettrait aux techniciens de soumettre à leur responsable le ticket avant de le résoudre.

    1 vote

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  6. 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.

    1 vote

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  7. We work mostly in French and for some of our clients it is very important to have all client-facing communications be in French. The automatically generated "Please Reply Above This Line" text should be editable or at least its language should be selectable.

    4 votes

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  8. Do not give the option to the end user can continue to enter information in the text field, if the ticket is marked as closed.

    2 votes

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  9. We would like to be able to see what emails were sent from users who have the 'Ignore Emails From User' option selected even thought we don't want tickets created from that user/email address.

    1 vote

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  10. 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.

    2 votes

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  11. Need WYSWIG Knowledgebase creation with images. Plain text is too basic.

    9 votes

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  12. There are plenty of tickets regarding the hidden field usage in the Customer Portal and it is being addressed.

    Adding onto that, it would be nice to have an indicator on Custom Fields that show (at a glance) which fields are hidden or editable in the admin menu. Otherwise, to know which are which you need to go through the fields individually and/or on the portal itself. The fields already have an indicator for what format they're in (text, date, number, etc) so another indicator for hidden/editable would be greatly appreciated as it would save a bit of time when…

    4 votes

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  13. It would be nice to have a change control workflow that would go to the client to capture approvals and have full documentation within ticket flows.

    It would require submission of a ticket on either the technician or client side and then would push to the client owner of a system for the approval. Once the approval is made it would be up to the technician to perform the change at the designated time.

    Fields of the ticket would be time of the change, implementation plan, and roll back plan

    1 vote

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  14. In the old interface, all links from a message opened in a new tab. However, in the new interface, these links open in the same tab. This is inconvenient because we have to use the browser's back function to return to the ticket, which takes time to load and is not user-friendly. 90% of our tickets contain links that we need to follow.

    Please fix or address this bug/feature request.

    2 votes

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  15. Manually set the closed date of a ticket - Would like the ability to set a closed date in the previous months time period to make sure it is added to the monthly billing batch.

    2 votes

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  16. Would be nice to have a spell check and/or spell correction when adding notes or modifying tickets.

    70 votes

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  17. Okay need some sort of a rule or ability to prevent loops of auto response triggering 3rd party auto responses and generating infinite tickets until the ticket creation rule is disabled. Maybe something that prevents users or the same email from creating more then so many tickets a minute or hour or a definable amount of time.

    3 votes

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  18. For all mandatory ticketing fields in forms to become customisable

    3 votes

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  19. We need to have a Ticket Type of Test so we can filter by Ticket Type in Technician Reports.

    3 votes

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  20. Custom statuses that act as pending, blend in with pending status tickets. Adding a color option for custom statuses would help differentiate from pending.

    8 votes

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