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  1. Ticket queues / Technician groups

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    13 comments  ·  Ideas and Feedback » Tickets  ·  Admin →
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    Planned  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded

    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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    it2swbrown commented  · 

    We would like to be able to create groups of technicians so that we can auto assign tickets to the correct group and also escalate tickets from one group to the next. Example: Tier 1 Techs - Joe, John, Joanna Tier 2 Techs - Jeff, Jamie Tier 3 Techs - James, Jack Auto Assign tickets for printing to Tier 1 Techs group Auto Assign tickets for network share issues to Tier 2 Techs group Auto Assign tickets for switching issues to Tier 3 Techs group Auto Assign tickets for an Outlook issue to Tier 1 Techs group but it winds up being an Azure AD issue so it needs to be escalated to Tier 2 Techs group.