Settings and activity

72 results found

1. Ticket splitting

   7 votes

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   1 comment  ·  Ideas and Feedback » Helpdesk Agent  ·  Delete…  ·  Admin →
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   Heidi Pope commented  ·  Feb 4, 2025  ·  Edit…  ·  Delete…

   This is a huge need for us as well. Far too often users combine every issue they're currently experiencing in one ticket and we have SMEs that we send the tickets to and right now have to manually create separate ones vs just being able to click "split" like we can merge.

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   Heidi Pope supported this idea  ·  Feb 4, 2025

2. rename

   3 votes

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   0 comments  ·  Ideas and Feedback » Admin & Core  ·  Delete…  ·  Admin →
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   Heidi Pope shared this idea  ·  Jul 8, 2024

3. File and directory monitoring

   8 votes

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   1 comment  ·  Ideas and Feedback » Alerts  ·  Delete…  ·  Admin →
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   Heidi Pope supported this idea  ·  Jul 8, 2024

4. Device Events

   4 votes

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   0 comments  ·  Ideas and Feedback » Agent  ·  Delete…  ·  Admin →
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   Heidi Pope supported this idea  ·  Jul 8, 2024

5. Agent Renaming

   2 votes

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   0 comments  ·  Ideas and Feedback » User Interface  ·  Delete…  ·  Admin →
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   Heidi Pope supported this idea  ·  Jul 8, 2024

6. retired devices should be renamed to "infrequent devices"

   5 votes

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   0 comments  ·  Ideas and Feedback » Devices  ·  Delete…  ·  Admin →
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   Heidi Pope supported this idea  ·  Jul 8, 2024

7. File explorer in Devices

   6 votes

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   2 comments  ·  Ideas and Feedback » Devices  ·  Delete…  ·  Admin →
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   Heidi Pope supported this idea  ·  Jul 8, 2024

8. Rename Devices from Customer/Devices Screens

   2 votes

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   0 comments  ·  Ideas and Feedback » Devices  ·  Delete…  ·  Admin →
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   Heidi Pope supported this idea  ·  Jul 8, 2024

9. Rename Device from

   12 votes

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   0 comments  ·  Ideas and Feedback » Devices  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminProduct Team (Product Team, Atera) responded

   Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

   Heidi Pope supported this idea  ·  Jul 8, 2024

10. Project Ticket

    231 votes

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    6 comments  ·  Ideas and Feedback » Tickets  ·  Delete…  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

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    Heidi Pope commented  ·  Jul 8, 2024  ·  Edit…  ·  Delete…

    This would be very helpful as right now we had to utilize one of the SLA options & just make it have no SLA and then change each project ticket to that.

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    Heidi Pope supported this idea  ·  Jul 8, 2024

11. Ability to write on the ticket when a technician is on a phone call so it would stop the SLA

    2 votes

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    0 comments  ·  Ideas and Feedback » Tickets  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jul 8, 2024

12. Bypass SLA and scedule specific date + add this field to API

    3 votes

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    0 comments  ·  Ideas and Feedback » Tickets  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jul 8, 2024

13. SLA only applies to tickets created via email

    2 votes

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    0 comments  ·  Ideas and Feedback » Tickets  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jul 8, 2024

14. Ability to email a technician when a ticket is about to breach SLA

    15 votes

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    1 comment  ·  Ideas and Feedback » IT Automation and Patch Management  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jul 8, 2024

15. Activity Status "Awaiting on customer reply" should stop the SLA as well

    104 votes

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    0 comments  ·  Ideas and Feedback » Tickets  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jul 8, 2024

16. Ticket Filter by SLA

    3 votes

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    0 comments  ·  Ideas and Feedback » Tickets  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jul 8, 2024

17. SLA Customisation

    35 votes

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    12 comments  ·  Ideas and Feedback » Helpdesk Agent  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jul 8, 2024

18. Split AI tool from agent and portal

    4 votes

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    0 comments  ·  Ideas and Feedback » Helpdesk Agent  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jun 27, 2024

19. More than one device per user

    22 votes

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    0 comments  ·  Ideas and Feedback » Helpdesk Agent  ·  Delete…  ·  Admin →
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    Heidi Pope supported this idea  ·  Jun 27, 2024

20. Feature that allows you to send pop-ups/notifications to end points screens

    6 votes

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    1 comment  ·  Ideas and Feedback » Customers  ·  Delete…  ·  Admin →
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    Heidi Pope commented  ·  Jun 27, 2024  ·  Edit…  ·  Delete…

    This is invaluable. If we have an unplanned system outage it would be so beneficial to send them a pop-up alert so we don't have 500+ people submitting tickets regarding the outage. This way they know we are aware and working on it, and we can send another when the issue is resolved. It would be especially helpful if it can be limited to specific locations & even devices in case it is a limited issue. We began looking into DesktopAlerts, but it's costly for how rarely we would be using it. https://www.alert-software.com/

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    Heidi Pope supported this idea  ·  Jun 27, 2024