By a community member:
We need the ability to assign multiple technicians to a ticket. We have ceveral tickets that would consider projects requiring multiple technicians to coordinate assigned tickets.

When a technician resolves a ticket and there is not added a time entry, it would be nice if Atera then prompts the technician with a popup asking "You're about to resolve a ticket, but there no time entry added?" and then two buttons saying "Yes, continue" or "Add time entry"

Project Ticket - separate Tab like Scheduled Tickets.
This ticket should not be excluded from SLA counting

The ability to add a checklist to a ticket that prevents the ticket from being closed until everything has been ticked off.

The facility to have a function to change a ticket to a scheduled ticket

The ability to edit Ticket entries, in particular private notes. I often use them to create a list of things that need to be done, or possible solutions to try on a particular ticket and creating a new note each time seems a waste.

Include all 'Time Entry' entries in the main body of a ticket in chronological order along with both 'Public Reply' and 'Internal note' entries, so it is possible to see in one list everything action committed on the ticket. Thanks

Hi I would like the Ticket time entries to be able to show the description of what work was done. So that we can see what was done and how long it took for the work to get done.

This should be in the Completed Ticket page and not have to go through Time entries and edit them to get the information.

This would also work if an email can be sent to a specific user internally with the Time entry as well as the description of the work that was done.

The new layout is not productive. The spacing is to wide to view the ticket status in 1 look. For example the SLA part or waiting for technician respone. Its to far apart

The previous layout was way more productive/better view.

I like the filtering and ease of use with the dropdown for status/pending/open

Please consolidate the new view more for the tickets.

Allow conditions like AND and OR in conditions field in ticket automation. For example, the ability to be able to send email to technician only if the ticket is signed by someone else. If the ticket is assigned by technician himself, the email should not be sent to him.

FEATURE REQUEST, AGAIN: Internal Communication from Tickets. Use case is we have a customer request a quote for a new device. I want to email the sales dept. from the ticket (so the communication is documented/tracked) to provide the customer with a quote. The customer does NOT need to see the communication from myself to the sales dept.

Please add the ability to edit and delete internal notes.

I can only display the last comment made by the customer in an automated email ticket. The issue is that there is no context for the user's response without visiting the Atera portal. A helpful feature would be to allow the entire ticket conversation to be displayed in an automated email template when the user updates a ticket.

The selector for adding a private note vs sending the user an email should be next to the area where you write the note/email NOT at the top of the page, which with long tickets could be way off screen.

The display for a private note should be VERY different to the email one so it is 100% clear that you're in private note and not email client mode. The email fields should disappear at a minimum. I would also say that the screen area should change colour and a private watermark or title should appear.

Append original ticket when customer replies to automated notification rather than creating a new ticket.
At the moment the notifications from the ticket automation rules with the email templates will not append to a ticket when replied to , but open a new one.

Refer Atera case #262087

Clients have asked me for copies the the ticket's in a pdf form. There is no nice way to print a ticket, and the time entry notes.

Currently, you cannot create any ticket automations for when an engineer replies to a ticket.

I.e set status to pending when engineer replies to ticket.

Being able to create our own custom tags for ticket automation would be very beneficial. Setting a tag using ticket automation rules is already possible, so this addition would be a huge improvement.

Auto-assign tickets. When a tech replies to a ticket, they should be assigned the ticket by default. We shouldn't need to manually assign tickets or use round robin ticket set up.