Settings and activity
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37 votes
Amit Prabhu
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93 votesAmit Prabhu
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586 votesAmit Prabhu
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1,426 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!
Amit Prabhu
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34 votesAmit Prabhu
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1,578 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!
Amit Prabhu
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With the current status of the web interface for the ticketing system + the mobile app (constantly forcing me to sign in, not showing the latest reply on top etc) could the team please consider allow us to interact with the ticketing system via email like many of the popular ticketing systems (e.g. Freshkdesk) do?
For example, before using Atera I used Spiceworks Ticketing (really showing my age here) and then Freshdesk support after that.
Both allowed me to do things like e-mail helpdesk@my-msp.com then in the email add a hash-tag command.
For e.g. if one of my our customers called one of our techs - and the tech wanted to quickly log a ticket, instead of stumbling through the interface they can just send an email:
from: steve@my-msp.com <--- this is the tech's email address
to: helpdesk@my-msp.com <--- this is the atera mailbox
subject: request for support
and in the body, they'd put a description of what the issue was, along with
#created by jon
#assign to steve@my-msp.com
And that would set up a ticket and trigger the appropriate automations - same as if it were logged from the web portal.
Similarly, if i wanted to respond to a ticket, I should just be able to respond to the email notification Atera sends me. Then, the system parses the email, updates ticket history and then sends an outbound email to the customer(s) - or whoever is on the ticket.
These are all basic functions of any ticketing system.
That way, my interaction with the ticketing system is streamlined and I don't have to open the barely-functional app or the web page that constantly asks me to log in. This is a real hassle when I'm on the go and I need to respond to a ticket quickly.