Assigned Groups

Billy Barule
Billy Barule Member Posts: 3 ✭
in Helpdesk

What's the point of this for a small team? I get it for a larger team - Desktop Group, Infrastructure Group, Server Group, etc.

We're 4 people; this is just taking usable space away from our view, and a point of confusion when looking to see if a ticket has been assigned to a specific individual.

I'd settle for being able to modify the columns to hide this one from our view, as I can appreciate that others may have use for it.

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Comments

  • MisterDuval
    MisterDuval Member Posts: 4 ✭

    we need table header customization, that's a larger project for every tables

  • tanderson
    tanderson Member Posts: 273 ✭✭✭✭

    I am happy they have finally added groups, but I don't think Atera did it the way it should have been. The group should show up next to the ticket and scheduled ticket tab. That way, we don't have to have a million custom views. Our View selection is starting to get so long that it's almost useless. @gilgi

  • tanderson
    tanderson Member Posts: 273 ✭✭✭✭

    This new feature is so far from what we actually needed for ticket queues. Honestly, it feels like Atera's development team just thought, "Let’s make the smallest, most pointless change we can to keep people quiet." We didn’t need the ability to sort by another category—we needed a proper, isolated silo for tickets.

    In a real ticket queue system, tickets should be segmented into clear categories or departments, with specific permissions tied to those groups. For example, a sales department shouldn’t be able to see or touch tickets meant for support or IT, unless they’re explicitly added to those tickets. The whole point of a queue is to streamline workflows, assign tasks to the right people, and ensure that only relevant teams have access. It's about prioritization, visibility, and efficiency, which this feature completely misses.

    What makes this even more frustrating is that the feature seems broken. If you have a group, like sales, and you’re not part of that group, you can still see and access tickets assigned to them. This completely defeats the purpose of having groups in the first place. It introduces confusion, messes with privacy, and risks people taking action on tickets they shouldn't even be involved with.

    I really wish Atera’s team would either listen to what we actually need or not release anything at all. A real ticket queue ensures everyone knows exactly what’s in their lane, with clear boundaries and workflows. If a feature isn’t fully developed, it shouldn’t be rolled out. This is just really disappointing and feels like a step backward.

  • tanderson
    tanderson Member Posts: 273 ✭✭✭✭

    The ticket queues should be displayed as separate tabs at the top of the ticket page. Currently, there are two tabs: Tickets and Scheduled Tickets. The Tickets tab should be renamed to Unassigned Tickets to clearly show tasks that haven’t been allocated yet. The Scheduled Tickets tab should only be visible to users with permission to access those specific tickets.

    Each queue (like Sales, Support, or Project) should appear as its own tab, but only for users who have access to that queue. This would allow teams to quickly navigate to the tickets relevant to them without being overwhelmed by unrelated tasks. This setup ensures that only those who are assigned or have access to a particular queue can see and manage the tickets within it, improving organization and workflow.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 284 admin

    Hey gang,

    Sorry for the late response, I was out sick for a few days.
    You've made some good points about customizable views, tabs and the UI.
    I'm bringing all this with the team as immediate feedback to the feature, and will let you know.

    Really appreciate it, every feature takes time and work, this was not rolled out without care or consideration, but so the feedback can only make it better :)

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 284 admin

    Just a quick update, the PM leading these areas was made aware and the feedback was clear. Of course I'll update as well, if they'll have additional questions I might ping!

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 284 admin

    Hello everyone,

    we’ve implemented a change where the groups column won’t show in the table for accounts that didnt create groups.

    @Billy Barule @g.duval @tanderson
    FYI, thanks for the feedback!

  • mbudke
    mbudke Member Posts: 131 ✭✭✭

    Hi all,

    I just created

    https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/49100687-links-in-advanced-reporting

    Please vote for it :)

    The Atera Roadmap mentions that soon it allows to have advanced reports on the main dashboard. If you have a subscription to create advanced reports you can use it to build your own ticket queues and just show the report on the dashboard. How simple is that :-)

    I did some testing and looks good on my side. The only problem at this moment is that you cannot click on the value inside a table as hyperlinks are not yet implemented in Atera advanced reporting. This is what my Uservoice is about.
    If that gets fixed you have:

    • the limited view in lower pricing plans
    • full dashboard flexibility in higher plans

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