Settings and activity
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136 votes
Esmeil Naqeeb
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240 votesEsmeil Naqeeb
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299 votesEsmeil Naqeeb
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401 votesEsmeil Naqeeb
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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
Esmeil Naqeeb
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62 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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1,480 votesEsmeil Naqeeb
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104 votesEsmeil Naqeeb
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170 votesEsmeil Naqeeb
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213 votesEsmeil Naqeeb
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1,755 votesEsmeil Naqeeb
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12 votesEsmeil Naqeeb
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3 votesEsmeil Naqeeb
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968 votesEsmeil Naqeeb
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80 votesEsmeil Naqeeb
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10 votes
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5 votesEsmeil Naqeeb
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14 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