746 results found
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Add option to specify minutes in Ticket Automation Rules
Currently, the time interval is set for hours. Would be great to have the ability to specify minutes as well. Or allow the use of decimals. e.g. .25 hours for 15 minutes, .5 for 30 minutes, etc.
6 votes -
ticket count on filter view dropdown list
We have filtered views on the ticket screen, so we can change it from "default view" to all onsite jobs or all telephone jobs for examlpe.
It would be great when clicking the drop down list for the ticket count to be added on the end of the choices.
ie Default view (42)
Onsite Jobs (18)
Telephone Jobs (24)5 votes -
Add a CC or Watch List
Need the ability to add others to a ticket without changing the primary contact. A watch list would be nice so users CC'd on the email will be added to the Watch List and notified on ticket updates and reply going forward.
1 vote -
Non-resolved/closed tickets that are assigned to technician that we have disabled, should go to un-assigned.
Non-resolved/closed tickets that are assigned to technician that we have disabled, should go to un-assigned.
5 votes -
Add manual tags to Automation tickets rules
It should be great to be able to add manual tag to Tickets Rules!
Not as a condition, but as an action!1 vote -
Remarks tab for Ticket
it will be great to have a feature where you can add(type) one liner or couple of words for the resolution provided for individual tickets. Not inside the ticket but just similar to custom field but not predefined.
Regards
Komal
USL Medical NZ1 vote -
SLA only applies to tickets created via email
We only want the SLA to start when a ticket is created by email, but not when an engineer creates a ticket.
2 votes -
Umleitung zu anderem Ticketsystem
Umleitung/Weiterleitung des "Create Ticket"-Button im Helpdesk-Agent zum Standard E-Mail Client. Dort soll die E-Mail-Adresse zum Ticketsystem automatisch eingetragen werden.
2 votes -
Email Forwarding from Tickets Without Altering Content or Requester
I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.
The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.
3 votes -
Favorite Agent
It could be good to have on the right side on the ticket, all "Favorites Agent" or just "Servers" of the customer with the "Connect" Button to be able to connect faster and keep the ticket open while connecter on the DC or any server.
1 vote -
Add the Ability to Restrict Access to Specific Ticket Templates
Add the ability to restrict which users/departments can use specific Ticket Templates. For example, in previous systems, we had HR submit Onboarding/Offboarding tickets and used the data in the ticket to conduct other actions. We do not want any user to be able to submit an Offboard ticket, only members of the HR team.
1 vote -
Ticket Automation Rules - "ticket created" email - stop email loops
The current "Ticket Created email" automation rule works well most of the time. However, when we need to get a third-party support company involved, they often have an equivalent system that sends an automatic "Ticket Created" email, that creates a new Atera ticket, and sends back a "Ticket Created" email, ad infinitum. In our case we had 18 new tickets created in the seven minutes until we noticed the loop. If someone had not been looking at the Unattended queue, it could have been many more.
My idea is for Atera to be able to identify a "Ticket Created email"…
4 votes -
A feature that I would like to request is an add in for outlook to create a ticket straight from the emails itself.
Have a add in tab in outlook to create a ticket and assign a ticket straight from outlook itself. Instead of having to assign the ticket in Atera.
31 votes -
Ability to assign ticket to customer, not contact
I want to be able to assign a ticket to a customer without choosing a contact.
30 votes -
When assigning agents to tickets, show logged in user in dropdown.
The dropdown when assigning an agent to a ticket should show the current user, as only this way we know which device has the problem (as users don't always work at the same PC)
1 vote -
Dateien an Ticket hinzufügen
It would be convenient if files could be attached to a ticket.
A current workaround is to create an internal note and then attach the file, but then it becomes necessary to search for the file in the ticket history whenever the ticket becomes longer.1 vote -
ticket activity messages
I think it would be very useful that ticket's history section reflects which Rules has been applied (appearing on history as the rule's title), and not just the action. This would work as a kind of "debug", helping us to confirm which rules are really applied on each scenario and accelerating/helping a lot our learning curve.
1 vote -
Alerts for new ticket and ticket replies
You know how alerts will play a sound when it happens? That would be great if you could make tickets do the same thing. If someone creates a ticket I would like to be able to turn on a sound notification just like the alert sound settings. I already get ticket notifications on my phone so I do not feel like this is would be hard to integrate into the web dashboard.
1 vote -
Tab based system to view tickets
When you click on a ticket to read it, it opens it in a tab at the top of the screen and pauses time tracking for every ticket except the one you are viewing.
This would be useful for comparing information between tickets without having to open multiple browser tabs.
1 vote -
Time entry defaults
It would be nice to have several time frames as predefined buttons, e.g. 15 min, 30 min, 1h, 2h.
That would speed up adding time entries4 votes
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