52 results found
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Major Flaw - tickets get permanently deleted if a contact is deleted
This is a major flaw. We have no idea how many tickets we have lost because of this.
Tickets should be linked to the customer not the contact.
Contacts can be employees who might get fired, quit or come back.
If you delete a contact it should just get hidden so that it can't be used on new tickets. And the contact should still show up on old tickets and should be allowed to be used in reporting.
And there should be a way to show deleted contacts incase the employee comes back.701 votesHey all,
I am happy to let you know we've added the option to deactivate contacts without deleting their tickets!
Once you deactivate/archive an end-user, their tickets will remain in the system, but you will see an indication on both their tickets and the end-user page that they are archived.
You will not be able to open new tickets on their behalf as long as they are deactivated, and of course you can always activate them back.
You can read more about the feature in this KB: https://support.atera.com/hc/en-us/articles/9357206583580-Manage-users#Deactivateuser
We hope you enjoy this new addition to Atera and as always, thank you for voting on ideas and shaping the product to be better and better with each new release.
Yakov
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Default form/template for tickets
I have created Ticket Form Templates. There is no way for the FORM selection to be mandatory. What good is the template if they just select none and type a description?
The selection of a Form Template must be a mandatory option.28 votesHey all,
The ability to set a default form for tickets is now avalibale. When viewing your form templates, you can select a deafult form which will be applied to all newly created tickets.
You can read more about it here: https://support.atera.com/hc/en-us/articles/10190669862428-Ticket-form-templates#Setdefaultformtemplate
We hope you enjoy this new addition!
Yakov
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Notification on Ticket Assignment
When a technician assigns a ticket to another tech, it would be useful to send a notification that a ticket has been assigned to them. We are struggling with finding a straightforward solution when time-sensitive tickets need to be responded to by another tech quickly because of a lack of notification options.
84 votesHey,
This is possible via Atera's ticket automation rules using the "Ticket assignment changed" trigger and the "Send email to technician action", allowing you to send an email to a technician upon assignment.
For more on ticket automation rules please see this KB: https://support.atera.com/hc/en-us/articles/360018434920-Ticket-automation-rules
Hope this helps!
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Multiple Ticket-Tabs within Atera
It would be very convenient if you could have several tickets open as tabs within Atera. This would allow you to switch between several tickets, no matter where you are in Atera. I know that you can simply open several browser tabs, but I think it would be much better to have tabs within Atera. Especially if you use Atera as a "web app". This would significantly increase productivity and it would be much easier to keep an overview.
7 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Sync Phone number with Azure AD
There a not many contact fields synced with Azure AD. An important way is contact our customers via telephone (not mobile) - and that is missing. Also important is the field office or addresses. Because we have customers with more than one location.
51 votesHey,
I'm happy to update you that we are now retrieving the AzureAD (Entra ID) Business phone field into the "Phone" field upon sync with Atera.
We hope you enjoy this new addition, and as always, thank you for helping shape Atera to be better every day.
Yakov
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Ticket Templates/Forms
It would be helpful to have ticket templates/ticket option type for the end user creating a ticket.
For example, the end user is requesting a new hire setup. They would be able to go to create a ticket and have the option to select "New Hire" ticket. Then, fields would appear that have been customized by the admin.
On the other hand, maybe even having an option create a form for end users to fill out and generates a ticket.
134 votesHey all,
I am excited to announce that ticket forms/templates are now avalibale in Atera!
This brand new feature allows you to curate and customize different forms, thus controlling the order and appereance of different custom fields on a ticket level.
Forms are supported in both the technicai nand portal side of things. We hope this feature will be extremely beneficial for your internal processes such as Employee onboarding, service requests, etc.
The feature is supported for our users leveraging the new ticket page UI, which is currently being rolled out to all of our customers.
To read more, check out this KB: https://support.atera.com/hc/en-us/articles/10190669862428-Ticket-form-templates
Thank you for raising the idea and making Atera better every day, let us know what you think about this exciting release!
Yakov
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Show newly CC'd emails in a ticket reply
Contacts sometimes do not cc the required end user on their initial request. Then when they do cc them it is not shown in atera at all and that address is also not populated into the cc field. The only way to actualyl see the cc'd address is to log into the mailbox used for the atera ticketing and locate who was cc'd.
This should be adjusted to allow us to view exactly who a ticket reply was sent to and cc'd to for each message sent and received.
5 votesHey all,
Happy to share that from now on, addresses that were CCed by end users will be reflected in the ticket conversastion.
We hope this new minor yet important improvement will help your day to day!
Thank you for the suggestion and effort to make Atera better,
Yakov
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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 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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Rule for ticket submitter to not change ticket status
When a ticket submitter submits a ticket and IT changes the ticket status, we would like the user to not be able to have the ability to change the ticket status themselves.
1 voteHey,
This is currently avalibale by controlling the different fields in the portal: https://support.atera.com/hc/en-us/articles/4547446363292-Configure-your-Service-Portal#EditticketfieldvisibilityintheServicePortal
You can choose if the status (among other fields) will be editable, read only or hidden
Best,
Yakov
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Tickets tabs
Tickets tabs
3 votesHi,
We're excited to inform you that the feature you suggested has been implemented and is now available to all users.
Thank you for helping us improve Atera!
Best regards,
The Atera Team
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API calls for last private note in ticketid call
API calls for last private note in ticketid call
2 votesHey,
This is possible via our GET comments API
Please see the documentation here: https://app.atera.com/apidocs#!/Ticket/Ticket_GetComments
Hope this helps,
Yakov
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Give user permission to view other users tickets
Allow user to view open tickets by other users on the ticketing portal
2 votesHey,
Happy to let you know that if you mark a user as a "main contact" they are able to see all the tickets by other users under the Site/Customer in the portal.
You can read more here: https://support.atera.com/hc/en-us/articles/215952857-Create-a-new-contact
Hope this helps,
Yakov
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Ticket Conversation Order
Change order of the ticket conversation: oldest at the top instead of having to scroll all the way down.
36 votesHey all,
Happy to let you know we've added the option to sort the ticket conversation order in our new ticket page.
Feel free to look at this KB: https://support.atera.com/hc/en-us/articles/9258656888732-The-Ticket-page
Best,
Yakov
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Auto Refresh Atera Ticket Management Interfaces
Since it is quite difficult for us to manually refresh the Atera ticket management interfaces each time we want to see the most recent ticket modifications, it would be a huge improvement if this happened automatically. This would also reduce response times.
24 votesHey all,
I am happy to let you know we have now implemented measures to automatically refresh the new ticket page in real time when any information changes on it.
This will help teams to collaborate and be aware of changes to tickets in real time, along with the "On this ticket" indication on the top right of each ticket.
This connects to our constant updating of the tickets list page, which was already present in the system.
We hope you enjoy this new improvement.
Yakov
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No signature on internal notes
Please allow disabling personal signatures on internal notes.
48 votesHey all,
We are happy to let you know the signature is will no longer be included in internal notes in Atera's ticket page.
Upon changing a response from public to internal, the system will find the HTML code used to compose your signature and remove it.
We hope you enjoy this addition and enjoy a cleaner internal conversation documentation.
Thank you for helping shape Atera for the better,
Yakov
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Option to NOT send an email to client when opening a ticket
Ability to open a ticket and NOT send an email to that customer.
Or ability to add contacts to the same email address and send the ticket email to that email address.252 votesHey everybody,
The ability to open tickets without sending an email to clients actually exists in the system and depends on the automation rules you have set.
We made a short video to help you achieve this: https://www.youtube.com/watch?v=zthRPdv9E-4
In general - Atera will not email the end-user when you or they open a ticket unless you have an automation rule set up.
If you'd like, you can also make this setting more granular by creating customization around "silent tickets", please see this KB in order to achieve that: https://support.atera.com/hc/en-us/articles/234995088-Create-a-Silent-Ticket-
Please note the attached video above also covers that.
Last, if you'd like to email someone else/ change the requestor, you may change them by clicking the little pencil next to the requestor's name.
Hope this helps, but please feel free to contact our support team via email/ live chat if you'd like more assistance.
All the best,
Yakov
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Time Entry easier display
It would be interesting to be able to see the description of the time entry on a ticket in an easy way.
However, we are obliged to click on "Actions" then "time entry" then click on modify to read the content.
167 votesHey all,
I am happy to let you know we've improved the accessabilty to the time entry notes in the new ticket UI and save you clicks.
In the new UI, time entries that have notes attached to them can be viewed directly from the time entries list upon hovering on the note icon.
I've attached a screenshot for your convenience.
Down the line, we will consider adding the time entries and their notes to the feed of the ticket for even easier view.
Hope you enjoy this new improvement!
Yakov
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Time based ticket automation rules
Timed ticket automations
I.e Whilst ticket is in 'Awaiting customer Response' status, after 24hrs send a reminder email to customer.
After 48hrs, auto close the ticket
208 votesHey everybody,
We are very excited to announce we have released the ability to create time-based ticket automation rules.
This will allow you to automatically follow up on tickets that have not been responded to for a while, automatically close tickets after a certain period of time, change tickets from resolved to closed, and much more.
We want to thank you for bringing this feature to our attention and helping us during the process of development and design!
Feel free to read the following KB, set up your automations and start saving time: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules
All the best,
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Custom Ticket Statuses
Custom ticket statuses rather than just 'Open, Pending, Resolved & Closed'
189 votesHey all,
We're happy to announce we've released the ability to create Custom Ticket Statuses in our latest release.
The way to create those would be by going to Admin > Custom Fields > Tickets and heading into the "Status" field.
You can read more about it here: https://support.atera.com/hc/en-us/articles/215952967-Add-Custom-Fields-#h_01FWXWNGEBY7T18N5YYANJHK69
We plan to introduce more granularity into the behavior of these statuses later this quarter, and to allow you to chose the behavior of the statuses (act as "pending", "resolved" etc.).
For the time being, we hope you and other users can start leveraging the feature with the given functionality already :)
Best,
Yakov
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Able to change first page view
Able to change first page view, now it's always Devises
2 votesHey all,
Happy to let you know you can now configure your login page to Atera through "My profile" page.
Here's a relevant KB on how to do it: https://support.atera.com/hc/en-us/articles/360009025073-My-profile
Hope you enjoy this new addition,
Yakov
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