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  1. 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…

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    13 comments  ·  Tickets  ·  Admin →
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    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

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