47 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.679 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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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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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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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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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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Flag to show if an engineer is working on a ticket
As most helpdesk engineers are working remotely a flag would help to show another user is actively working on the ticket.
183 votesHey all,
We're happy to announce we've implemnted a flag to indicate on technicians working on a ticket!
Currently, it will be visible on the top right corner of each ticket screen.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/360012450754-Handle-a-Ticket#viewTechs
Thank you very much for the suggestion and for making Atera better!
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Ability to change the Ticket Activity Status
Many times throughout the day a customer will make a comment to someone cc'd on the ticket if they do not have an answer for us.
The Ticket status changes to "AWAITING TECHNICIAN RESPONSE" when they have not answered our question.
We need a way to change the Ticket status from "AWAITING TECHNICIAN RESPONSE" back to what it should be "AWAITING CUSTOMER RESPONSE".
-JL
151 votesHey everybody,
We're happy to announce we've released the option to manually edit the ticket activity status, on top of the existing automatic mechanism.
This can be done both from the main tickets page and the single ticket page.
Thank you for bringing this request to our attention, hope this makes your day to day easier!
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Ticket Deletion
Create a ticket deletion permission option in the PSA technician settings without needing to give a technician full admin rights
16 votesHey everybody,
We're happy to share that the ability to grant ticket deletion (and merging) permissions is now live for all users!
To grant these permissions, simply go into any role under Admin > Roles (or create a new role) and make sure you do the needed adjustments. This of course comes on top of Admins being able to merge and delete tickets by default.
Thank you for helping us shape Atera for the better, we hope you enjoy this update!
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Automated ticket closing based on criteria.
Automated ticket closing and message to client based on Criteria
We want our ticket response times to look healthy. The problem is that often times, clients won't respond to use. Because tickets are flowing in so quickly, they often fall to the bottom of the page, and are lost. We try to follow a procedure of when a client doesn't respond to a ticket within 7 days, we close the ticket, and inform them that they can reopen it if this issue is still current, but that we haven't heard from them in 7 days so we're closing it.
If…
1 voteHey,
This is avalibale via our time-based ticket automation rules: https://support.atera.com/hc/en-us/articles/5914785808156-Time-based-ticket-automation-rules#:~:text=Ticket%20automation%20rules%20enable%20you,actions%20based%20on%20time%20passed.
If you have any questions about setting this up, please reach out to our support team.
Hope this helps!
Yakov
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Ticket Type in the Ticket Automation Rule
Make the "Ticket Type" available in the Ticket automation rule>>> Conditions>>>Ticket Field
15 votesHey all,
We've introduced the ability to set the Ticket Type both in the Condition and Action part of our ticket automation rules!
This will allow you to both set the ticket type based on automated actions (such as the ticket creation) and to check the ticket type as a condition for different automation.
You can read more about ticket automation rules here: https://support.atera.com/hc/en-us/articles/360018434920
We hope you enjoy this new feature!
Yakov
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The ability to change the default time entry duration
When you are manually adding Time Entry into a ticket, the default duration/time spent is set to 1 hour. I think there should be a configurable option under ADMIN so we can set the default based on our working pattern. For us, most of our technicians do 15 minutes time entry.
11 votesHappy to announce the ability to change the default time enttry length is now possible!
Setting the length is done from Admin > Settings > Tickets
You can read more about it here: https://support.atera.com/hc/en-us/articles/5578804184860#DefaultTimeEntry
Thank you for helping us further shape Atera, we hope you enjoy this new feature!
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Show ticket created date
Please allow tickets to show the exact date of creation.
At the moment you can see Time Entry date and internal comment exact date.
For ticket creation, you are left with "Created 2 days ago" or "2 months ago".1 voteHey,
We currently display the exact date in the Ticket Activity as the 1st entry of every ticket
We will consider changing the date in the header to the precise date down the line.
Best,
Yakov
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Ability to forward or change "To" recipient in emails.
Currently the only way to forward is to add the forwarding recipient to the CC field, where the original recipient receives the email.
When escalating to third parties etc this is sometimes not practical.
The ability to change this would be very useful.76 votesHey everybody,
The ability to forward or change the "To" field in tickets exists in the system.
You can do so by clicking the little pencil next to the requester panel (see screenshot).
By changing the contact for the ticket, if you send a public reply, for ex. to a 3rd party, they will receive the ticket history as well.
Hope this helps!
Yakov
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