Settings and activity
61 results found
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101 votes
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Désirée Mellen-Bard
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32 votes
An error occurred while saving the comment Désirée Mellen-Bard
commented
Absolutely agree. We've luckily had not too much turnover in the 4 years we've used Atera, but as we keep growing, things are going to get messier. We should absolutely be able to delete a technician without deleting all the tickets they worked on while they were with us. They don't have to be gone from the entire Atera system, just OUR system.
Désirée Mellen-Bard
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7 votes
An error occurred while saving the comment Désirée Mellen-Bard
commented
We have so many clients that you can only get to the right person with their extension. I don't even get an error message if you put a phone number in 'wrong' so it looks like it saved but then when someone else opens the ticket, the number isn't there.
Having the ability to include extensions is extremely important.
Désirée Mellen-Bard
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5 votesDésirée Mellen-Bard
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12 votesDésirée Mellen-Bard
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19 votesDésirée Mellen-Bard
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An error occurred while saving the comment Désirée Mellen-Bard
commented
I'd like to be able to use the form templates to not just select a field, customer or default, but also to select what the field should be.
Example, I create a form template to automatically select the user to move a ticket to, as well as change the status/impact/etc with just one click instead of setting all the fields manually. Custom fields are used for denoting if a ticket is a project or not, so being able to change a ticket into a project and have all the fields fill in for me would be greatly beneficial.
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7 votes
An error occurred while saving the comment Désirée Mellen-Bard
commented
Every service desk software I've used before always has that first entry at the very top, as it's useful to know what the ticket was originally for. It would be nice to not have extra steps to find out the relevant information!
Désirée Mellen-Bard
supported this idea
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235 votes
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
An error occurred while saving the comment Désirée Mellen-Bard
commented
I understand not being able to edit an external reply after sending it because it's an email that's been sent to a client, but I'd really like to be able to edit an internal note after it's been posted in case more information has come to light and I don't want to bury my previous internal note.
A footer on the internal note saying that it was edited and the date and time would be good too.
Désirée Mellen-Bard
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2 votesDésirée Mellen-Bard
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9 votesDésirée Mellen-Bard
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11 votesDésirée Mellen-Bard
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16 votes
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
Désirée Mellen-Bard
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285 votes
An error occurred while saving the comment Désirée Mellen-Bard
commented
I would love an advanced search area where you can fill in each field independently to really narrow down a search. Example: I want to pull all tickets created for customer XYZ during the month of June 2022 that were assigned to Bobert. Or being able to look at all tickets created by a specific client with quickbooks noted in either the title or comments.
Just really granular ways to pull info as we have tens of thousands of tickets to try to dig through if we're trying to reference something done before, or how a problem was solved.
Désirée Mellen-Bard
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5 votes
An error occurred while saving the comment Désirée Mellen-Bard
commented
This would be a pretty big game changer for sorting ticket correctly for our clients. We have external programs for monitoring devices and currently it sends an email for any outages, but they do not sort by the customer.
The email title has the client name, so even if I had to create a ticket automation for every single client, that would be way better than to have to manually change them over every single time.
Désirée Mellen-Bard
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7 votes
An error occurred while saving the comment Désirée Mellen-Bard
commented
I also want this capability but with the ability to check for the company name in the title. We have an on-call application that sends emails for all kinds of outages and I would like for them to be associated with the correct customer.
I'd also like to be able to an email domain in the rule so one rule could apply to all customers instead of having to create over 100 rules for all our clients. We use aliases for our clients with the same email domain.
Désirée Mellen-Bard
supported this idea
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2,248 votes
Hello, Thanks so much for submitting your idea! It’s currently under review by our product team, and should a decision be reached to develop it, we’ll keep you in the loop!
An error occurred while saving the comment Désirée Mellen-Bard
commented
I think across our clients we have a fairly even mixing as iPads are pretty popular for delivery truck tablets but have a lot of Android phones. Having this capability would definitely help push some of our clients to having work cell phones instead of letting people use their personal devices for convenience, which can be a security risk.
Désirée Mellen-Bard
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31 votes
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
Désirée Mellen-Bard
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6 votesDésirée Mellen-Bard
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9 votesDésirée Mellen-Bard
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4 votesDésirée Mellen-Bard
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I would love to see movement on this. We have multiple clients with multiple sites and it is messy to even find out where a user is located when a client has over 20 locations. Users should be able to be assigned to a site and have the contact information for the site show up under their contact in tickets so the user's primary phone number doesn't have to be the phone number of the site they work at in case they have a DID.