Settings and activity
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Congratulations on helping shape Atera! The feature you requested is currently being considered for development. Please be patient as the process can take a while or even stall to make way for other features. We’ll update you once it’s been implemented and released!
DeAnna Birdsall
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1,250 votesDeAnna Birdsall
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840 votes
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294 votes
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661 votes
Applies to:
Admin > Settings > Tickets
Contacts
Tickets
When an email arrives to our helpdesk it creates a ticket, which in turn a response is sent to the sender by the helpdesk.
In some cases we want to block that sender. In other cases we want the email, but an automated reply from the helpdesk creates a loop in email responses as "unmonitored email address".
Please add additional options on the Admin > Settings > Tickets screen.
So we can setup a few automated processes from unknown contacts (not already in our system), AND how to deal with "noreply" addresses.
Add the ability to add a list of possible email combinations with wild cards:
"noreply@*"
"no-reply@"
etc
Create the ticket, but send the email alert to a specified Technician ONLY (not the sender).
When the ticket is created from an unknown Contact, automatically set Silent status, and DO NOT add Portal Access for that email.
This allows the Technician to make the final determination if the email is valid or Spam/Junk mail.
It would be helpful if we had additional options on the Contact screen also.
Add "silent" and an option to REMOVE Portal Access.