3 results found

1. Ticket queues / Technician groups

   Hello Atera Community,

   I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.

   Why Ticket Queues?

   Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.

   Assigning Tickets to Queues

   Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we can have internal projects with no one specifically assigned to them other than just the queue. This would seamlessly integrate into the ticket automation feature already in Atera. This feature would streamline our ticket management process, enabling us to utilize specialist resources more effectively and reduce the time spent on manual sorting.

   The Bigger Picture

   Incorporating ticket queues can lead to better organization, allowing for specialized handling of distinct issues. It also opens doors for automation, where tickets can be routed based on predefined rules, thus minimizing the margin for error and operational bottlenecks.

   Your Support Counts

   I believe this feature could be a game-changer for many of us here. If you agree, please upvote this idea and share how you think ticket queues could benefit your workflow. Together, we can make a strong case for this much-needed enhancement to our Atera toolkit!

   Thank you for considering this proposal. I look forward to your support and any additional insights you might have.

   Hello Atera Community,

   I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues.

   Why Ticket Queues?

   Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that each ticket reaches the right team swiftly. This could dramatically improve our response times and service quality.

   Assigning Tickets to Queues

   Imagine being able to route tickets to a specific queue with one click; just assign the queue just like you do contacts. However, make the queue a contact as well. So we… more

   56 votes

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   13 comments  ·  Tickets  ·  Delete…  ·  Admin →
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   Planned  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

   Hey all,

   
   

   After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues

   
   

   The new module allows:

   
   

   • Creating technician groups for better team organization
   • Assigning tickets to groups for efficient workflow
   • Filtering and creating custom ticket queues to manage priorities in the tickets list
   • New ticket automation rules improvement with new triggers, conditions, and actions

   
   

   Some use cases for this new feature are:

   1. Auto-assigning tickets to queues based on conditions
   2. Notifying admins on escalations
   3. Round-robin ticket distribution between group members

   
   

   We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!

   
   

   Yakov

2. Link Tickets

   Link different tickets. No need to merge them but you want to have some problem under the same type of tickets. You can really see the impact of a certain issue.

   14 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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   Planned  ·  AdminGil Givoni (Admin, Atera) responded

   Hi,

   Great news! Your idea has been approved and is planned for implementation.

   We appreciate your contribution and will keep you informed about the progress and expected release date, as well as here in the portal.

   [For major features only–] You can also follow this in our Pubic Roadmap.

   
   

   Best regards,

   The Atera Team

   
   

   
   

3. Allow multiple reply emails from Atera for different customers.

   Allow for the "no-reply" responses from Atera to come from different email addresses for different customers. We have a customer that sends emails to Atera and the tickets are logged, but they want their own customer reply email.

   8 votes

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   0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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   Planned  ·  AdminGil Givoni (Admin, Atera) responded

   Hi,

   Great news! Your idea has been approved and is planned for implementation.

   We appreciate your contribution and will keep you informed about the progress and expected release date, as well as here in the portal.

   You can also follow this in our Pubic Roadmap, under 'Ticket replies from multiple emails'

   Best regards,

   The Atera Team