Settings and activity
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Andrés Fraga Trespalacios
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6 votesAndrés Fraga Trespalacios
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1 voteAndrés Fraga Trespalacios
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1 voteAndrés Fraga Trespalacios
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1 voteAndrés Fraga Trespalacios
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21 votesAndrés Fraga Trespalacios
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37 votesAndrés Fraga Trespalacios
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I was about to create a feature request about this. This is the only feature holding us back from switching to the atera ticket system. An email notification is a must have! Our old ticket system uses this feature as well and so did another ticket system I used in a previous company. It is important to stress out that this is a necessity.
Typical scenario being that some of our technicians don't have atera open all the time. If a customer calls about a ticket assigned to that technician while that technician is away, a colleague typically steps in and takes internal notes for that technician. If these coworkers are not seated in front of each other in the same office etc. then the colleague will have to send the technician an email since he might not get the atera notification. Therefore making us unable to keep up with our SLAs due to an increased reaction time. The severity of this problem increases when applied to bigger companies or companies managing a lot of daily tickets.