Settings and activity
35 results found
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216 votes
Esmeil Naqeeb
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245 votesEsmeil Naqeeb
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308 votes
Hi,
We wanted to let you know that your idea is currently under review by our product team. We are evaluating its alignment with our product roadmap and its potential benefits to our users.
We appreciate your patience during this process and will update you and the public status of this suggestion once a decision has been made.
Best regards,
The Atera Team
Esmeil Naqeeb
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407 votesEsmeil Naqeeb
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63 votesEsmeil Naqeeb
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30 votes
An error occurred while saving the comment Esmeil Naqeeb
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7 votesEsmeil Naqeeb
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1,487 votesEsmeil Naqeeb
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111 votesEsmeil Naqeeb
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173 votesEsmeil Naqeeb
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219 votesEsmeil Naqeeb
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1,898 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
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13 votesEsmeil Naqeeb
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3 votesEsmeil Naqeeb
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972 votesEsmeil Naqeeb
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80 votesEsmeil Naqeeb
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10 votes
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172 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
Esmeil Naqeeb
supported this idea
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14 votes
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21 votes
Hi,
I’d like to suggest a possible improvement that could help streamline ticket handling when multiple recipients are included in the initial email. Currently, the system creates separate tickets when someone replies with the helpdesk email still in CC, as the original tracking number isn’t included. A way to match these replies to the existing ticket could prevent this issue from recurring. Here’s a suggestion for your development team that may help:
1. Track the Original Message-ID: When the helpdesk system receives the initial email and generates a ticket, it could record the email’s unique Message-ID. This ID is referenced in replies, even in cases where users "reply all," making it possible to link each response to the same ticket.
2. Match Using In-Reply-To and References: If Atera could use the In-Reply-To or References headers for replies, it could match emails back to the original ticket by recognizing the original Message-ID. Since the replies from CC’d recipients will contain the In-Reply-To field with this ID, the system could use this as a reference for threading back to the correct ticket.
3. Automated Matching Option: If not currently possible, an additional setting to automate this header-based matching could prevent new tickets from being created when recipients reply to the initial email with the helpdesk still CC’d.
This approach could allow Atera to handle replies in a more flexible way, ensuring that all related messages stay within the original ticket, regardless of who is CC’d or who replies.
Thanks,
Esmeil