Atera’s Helpdesk just got a major upgrade 🧑‍💻🛠️🚀

gilgi
gilgi Administrator, Moderator, Internal Posts: 313 admin
in Helpdesk

With a slew of new features, we're excited to announce that our helpdesk system has received a powerful set of upgrades designed to make IT ticket management more efficient, flexible, and tailored to your needs. This update consolidates the significant leap forward in giving you more control and empowering your technicians like never before.


Here’s what’s new and how it benefits your team:

1. Roles and permissions: More control, less admin burden

Our roles and permissions system has been completely overhauled recently and offers more permissions in every category as we continuously offer more granularity. In our latest addition, non-admins now have the ability to manage, edit, and curate the Knowledge Base. This means your technicians can take ownership of knowledge management, reducing the load on your admins and keeping information fresh and relevant. More control, more collaboration, and more efficiency.

2. Holidays in SLAs: Smarter, more accurate SLA management

We’ve introduced the ability to add holidays directly to the Business Hours page. This makes it easier to manage work schedules and ensure SLAs are accurately tracked. By marking non-working days, you avoid unnecessary penalties and can ensure realistic expectations for your clients.

3. Ticket queues: Stay organized and keep work flowing

Ticket management just got smoother with the ability to organize your technicians into groups and automate ticket assignments. Keep your ticket queues under control by directing tasks to the right teams. Whether you’re organizing by Tier 1 support or specialized teams, automation rules help ensure that tickets land in the right hands, fast.

Example: Assign all tickets sent to a support email to a "Tier-1 technicians" group, so they’re added to the queue of one of the group members.

4. Forms in ticket automation rules: Tailored automation for maximum efficiency

Our new feature allows you to apply automation rules based on specific ticket forms. This adds a whole new layer of customization to ticket handling, letting you tailor workflows with precision.

Examples:

  • If a ticket is created with the “Change request” form, automatically notify an IT admin.
  • If a “New hire” form is submitted, assign the ticket to HR.
  • If an email is sent to order@shop.com, assign the ticket to the "Sales Order" form.

5. Customer portal language update: Seamless experience for global users

We’ve added automatic language detection to the Customer Portal, enhancing the experience for your global clients. Now, when a contact logs in, the portal will match their browser language, providing a smooth, personalized experience right from the start.
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With these upgrades, Atera’s helpdesk is not just a ticketing tool—it’s a powerful, streamlined system designed to enhance technician efficiency and improve overall service delivery.
These features are built to supercharge your team’s performance and make your life easier, supercharge your team’s performance and make your life easier.

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