Settings and activity
21 results found
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144 votes
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7 votes
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abigael abigael
commented
Duplicate contracts via API
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35 votes
An error occurred while saving the comment abigael abigael
commented
SLA per person or per department, in additional to sites
An error occurred while saving the comment abigael abigael
commented
Need to be able to add different SLAs per contracts.
Under the same contracts, I sometimes do projects and sometimes just standard tickets and they have different type of SLAs. -
343 votes
An error occurred while saving the comment abigael abigael
commented
Remove SLA from the ticketing view page
An error occurred while saving the comment abigael abigael
commented
Ability to hide the “SLA” column because not need it. We have one client that uses it and they don’t care.
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161 votes
An error occurred while saving the comment abigael abigael
commented
Ability to not assign the ticket to anyone: when you have a ticket, it is only assigned to one person, requester info and every response goes to that person, but we’ve CCd people. The only person that we need to have a convo with is the third-party vendor. We’d be collaborating with 3rd parties, we don’t want to keep changing that ticket over. We just want to move it out from “to”.
An error occurred while saving the comment abigael abigael
commented
Change management for tickets: I want to integrate it into Atera so we can manage instance requests and changes because at the moment we don’t have a change platform. A ticket but you need to have a manager approval on there. For bigger tickets that need to be approval. https://community.servicenow.com/community?id=community_question&sys_id=cc8e16e7dba41f442328f3231f9619d9
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38 votes
An error occurred while saving the comment abigael abigael
commented
Approval flow for tickets. If X approves it, then the ticket is moved to their manager
An error occurred while saving the comment abigael abigael
commented
Missing “Submit for approval” feature under actions, where the potential approver can see the original request and an optional note from technician.
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56 votes
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:
- Auto-assigning tickets to queues based on conditions
- Notifying admins on escalations
- 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
An error occurred while saving the comment abigael abigael
commented
Ticket queues: . We got multiple lines of operations from within the team that uses the platform. Helpdesk, that’s request coming in that are taking via a telephone call, email and process. And we try to resolve this remotely. Then we actually have a field agent that needs to go there and solve the problem. We’ve got from a PSA perspective, we have sales activity. To be able to have a queue for the sales team. We’ve done both tags/queues. But we need more.
Tags, custom fields and Automation rules are not enough
An error occurred while saving the comment abigael abigael
commented
Assign tickets per department: We have several departments that is using out ticketing system (sales, support, training). There is no departmental view inside of Atera. The ability for different departments to see their own queue and see which tickets are not assigned. Ability to also limit the view such as, a Sales team member should not see the tickets in the Finance queue.
The ticket views are not enough -
326 votes
An error occurred while saving the comment abigael abigael
commented
Get an email when a technician writes an internal note on the ticket you're assigned to
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86 votes
An error occurred while saving the comment abigael abigael
commented
Add custom fields on advanced reports
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148 votes
An error occurred while saving the comment abigael abigael
commented
Splashtop available for Linux
An error occurred while saving the comment abigael abigael
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I need the Linux build of Anydesk (Atera's custom version). Please.
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29 votes
An error occurred while saving the comment abigael abigael
commented
Azure AD – send the customer portal credentials when you import it. Right now we can't send automatically an email to the client when you import from Azure AD.
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159 votes
Hi,
Thank you for your valuable suggestion. While we won't be implementing this idea in the immediate future, it has been added to our list for future consideration.
We continuously review user feedback to inform our development priorities, so your idea remains on our radar.
Best regards,
The Atera Team
An error occurred while saving the comment abigael abigael
commented
Preview ticket attachments in browser [Document Viewer at least PDF]. It doesn’t open it in the browser. Click on the attachment. It downloads it automatically. But would be nice for it to open up in the new tab so it can show us the pdf. And it doesn’t show on the ticket too – if there is a picture it will just show the attachement but we don’t see the preview
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75 votes
An error occurred while saving the comment abigael abigael
commented
When we go to access terminal for a command line for windows device, it would be nice if it was ran by the root or it could be run as the currently logged in user.
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222 votes
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!
An error occurred while saving the comment abigael abigael
commented
Splashtop SOS: When you integrate with Splashtop SOS, would be nice to have a tab on the Atera console where you can easily click into it
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39 votes
An error occurred while saving the comment abigael abigael
commented
Have a trigger based on customer response, that would then send an email to the customer. Right now, there is no trigger for tech response. This would improve quality of our service.
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131 votes
Hi,
Great news! Your idea has been approved and is planned for implementation.
We appreciate your contribution and will keep you informed about the progress and expected release date, as well as here in the portal.
You can also follow this in our Pubic Roadmap.
Best regards,
The Atera Team
An error occurred while saving the comment abigael abigael
commented
Ability to assign more than one device to a contact
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5 votes
An error occurred while saving the comment abigael abigael
commented
Banner that pops up on when you open a client where you can add a note so the next technician that goes onto that customer can see what has been done as of last. IT glue does it.
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46 votes
An error occurred while saving the comment abigael abigael
commented
Sync contacts with Google Workspace
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136 votes
An error occurred while saving the comment abigael abigael
commented
I don’t know if there can be a way to make sure no one closes a tickets without entering time entries. If time entries can be made a compulsory entry before a ticket is closed.
An error occurred while saving the comment abigael abigael
commented
It would also be valuable to set an alert to the assigned technician/manager if there were say more than 3 replies on a ticket but no time logged against the ticket – that could indicate a technician has forgotten to appropriately assign time/cost and needs a ‘reminder’ and possibly some re-training!
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7 votes
An error occurred while saving the comment abigael abigael
commented
Ticket option bar at top of the list as this currently disappears and then comes back when you are scrolling
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