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  1. Is there a way we can get a better way of receiving tickets via email? I had to work with google several times because I found that several tickets that were being emailed in were not forwarding properly. I have a email parser set up with Kaseya BMS (we are moving away from that) and it has never missed a email. Majority of our clients send in tickets via email, and not using the portal. Most of them have been emailing us for years and do not want to change the way that they contact us.

    1 vote

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  2. Users who email in their IT tickets, it would be very helpful if the "importance" set in the email (low, high, etc) would change the ticket priority level to match.

    1 vote

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  3. It would be nice to have the ability to specify a custom ticket form/template on the URL.

    1 vote

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  4. I appreciate the ability to schedule tickets when a tech creates them, but i'm also looking for the ability to defer tickets that come into the helpdesk by users if work is to be completed at a later date.

    Example: A manager opens a ticket to have a staff member offboarded, or there's a change of staff a couple of weeks down the road. Currently we have to delete the ticket and create a new scheduled ticket manually, whereas this would be a lot easier if we can defer the ticket to a later date and remove it from view…

    2 votes

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  5. I noticed the tab order for the child objects under Product Family requires you to tab past the Product Family to select a child object. This is very confusing for someone who uses a screen reader to navigate.

    1 vote

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  6. It would be very helpful to have custom ticket Types. This would allow for creating different kinds of tickets and, importantly, applying different ticket automation rules.

    Example... "normal" type tickets (problem, incident, etc) can generate emails sent to customers. But a custom Type (Sales) can be configured to NOT generate a notification email, and auto-set Status to a fitting custom status (Sales - Requested, Sales - Ordered, etc).

    Currently, I am doing the same thing by using custom Product Family options, but those fields are not available in the mobile app, which we do use regularly.

    13 votes

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  7. More trigger options for ticket automation and the ability to set ticket field values based on keywords etc.

    13 votes

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  8. When creating a ticket as a technician, be able to override the required fields so that they are not required.

    4 votes

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  9. The new ticket page is a horrid mess, the old page had its little issues as I reported many times but the new one is just hot garbage and is the proverbial straw on the camels back that has now trigger me looking to replace Atera.
    Please don't force this new style page on us.
    And lets not get started on the AI hotness you seem to think we need.

    In terms of issues on the new page.

    The whole ticket writing is a mess.

    -Formatting tools floating.- fixed but still not as good as the old page.
    AI crud.…

    1 vote

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  10. 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.

    5 votes

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  11. AI to automatically add manual tags that were created by the team

    3 votes

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  12. In the old interface, the ticket title including the ticket number could be easily selected and copied. In the new interface, this no longer works because the title becomes editable. This is a MAJOR ANNOYANCE as we now have to copy everything twice and then edit it for our ERP system. The time required has increased by a factor of 3-4.

    Please fix or address this bug/feature request.

    1 vote

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  13. Can we get a proper search, rather than the half-hearted one there is now.

    example:
    I know a worked on "mimecast archive" for a certain user a while back

    When I try
    "mimecast archive" "melanie" not even the current ticket comes up

    mimecast And Melanie , finds Andrews...

    I know I can list the user closed tickets, but the format of a web page, and having to load each scroll down means I can't even ctrl-f and search it like that.

    Basically search as it is, is worthless for finding previous tickets.
    Please put in a decent search

    1 vote

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  14. The new ticket interface is simply illegible and incomprehensible.
    The following message has been added: "We appreciate your love for the classic ticket page, but it’s waving goodbye on June 26th".
    The standard interface should be kept ad infinitum.

    1 vote

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  15. Being able to delete tickets in bulk, especially when there are thousands of tickets, to avoid the browser crash scrolling down

    1 vote

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  16. 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.

    8 votes

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  17. It would be neat to see a feature where one could "highlight" a ticket on the ticket board. Sort of a way to remind yourself or others about a ticket.

    1 vote

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  18. Allow to change the ticket view to open on the conversation tab instead of resolution

    1 vote

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  19. Download the images and screenshots from comments. The current API only allows us to see the text in each ticket's comments, whereas we have screenshots and additional info in images which are missing when we use the API.

    1 vote

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  20. A button to add to Teams to open a support ticket would be a nice touch. I hope I'm not a duplicate here, as I looked but couldn't believe somebody hadn't already suggested it.

    3 votes

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