Comprehensive Notification and Escalation Features for Atera

tanderson

By implementing these features, Atera can provide a robust ticket management system that supports proactive service delivery and better client outcomes.

1. Response Time Alert for Assigned Tickets

• Scenario: A technician (e.g., Tech 1) is assigned to a ticket, and the client sends a follow-up or update.
• Request:
  • Initial Alert: If the assigned technician does not respond within 10 minutes, trigger a notification to a pre-defined group or escalate the ticket as per the escalation path.
  • Customizable Thresholds: Allow different response time thresholds based on ticket priority (e.g., 5 minutes for critical tickets, 15 minutes for low-priority tickets).
  • Escalation Options:
    • Reassign to a backup technician or team.
    • Notify a manager with ticket details.
    • Send an automated acknowledgment email to the client to manage expectations.

2. Escalation for Unavailable Technicians

• Scenario: A technician is marked as "Unavailable" in Atera (e.g., vacation, out of office, or busy status).
• Request:
  • Auto-Reassignment: Reroute updates or new client responses on their tickets to another technician or team based on the escalation path.
  • Unavailable Alerts:
    • Notify the unavailable technician of reassigned tickets when they return to ensure continuity.
    • Optionally, allow technicians to forward updates to a specific individual or team when marking themselves as unavailable.

3. Ticket Breach Alerts

• Scenario: A ticket is nearing or has exceeded its SLA or response time.
• Request:
  • Warning Alerts: Notify the assigned technician and manager 30 minutes before SLA breach.
  • Escalation: Automatically escalate breached tickets to a higher priority queue or notify senior staff for immediate action.
  • Visualization: Display breached or at-risk tickets prominently on dashboards.

4. Idle Ticket Alerts

• Scenario: A ticket remains idle (no updates from client or technician) for an extended period.
• Request:
  • Send an alert after X hours/days of inactivity, prompting the technician to follow up.
  • Allow customization of idle thresholds for different ticket types or priorities.

5. Multi-Channel Alerts

• Ensure alerts are delivered through multiple channels for better visibility:
  • Email notifications.
  • In-app pop-ups or banners.
  • Mobile push notifications via the Atera app.
  • Integration with external tools like Microsoft Teams or Slack.

6. Custom Escalation Paths

• Enable admins to define escalation paths with the following options:
  • Escalate based on ticket priority or type (e.g., critical tickets go to senior technicians first).
  • Escalate to multiple individuals or teams simultaneously for faster resolution.
  • Support round-robin assignments to distribute workload evenly.

7. Managerial Summary Alerts

• Scenario: Managers need an overview of high-priority or problematic tickets.
• Request:
  • Provide daily/weekly summary emails with:
    • Breached tickets.
    • Tickets nearing SLA deadlines.
    • Tickets requiring escalation or reassignment.
  • Allow managers to drill down into these tickets directly from the summary.

8. On-Hold Ticket Alerts

• Scenario: Tickets marked as "On Hold" for extended periods need monitoring.
• Request:
  • Send periodic reminders to the assigned technician or team to review on-hold tickets.
  • Provide a customizable threshold for reminders (e.g., every 2 days for critical tickets).

9. New Ticket Alerts

• Scenario: A new ticket is created and needs immediate attention.
• Request:
  • Notify the assigned team or technician instantly.
  • Allow configurable rules for assigning new tickets based on factors such as:
    • Client importance.
    • Ticket priority.
    • Technician availability or workload.

10. Customizable Alert Templates

• Scenario: Notifications should provide context without overwhelming recipients.
• Request:
  • Enable admins to customize notification templates, including:
    • Ticket details (e.g., priority, client name, due date).
    • Action items (e.g., respond, escalate, or reassign).
    • Links to the ticket for quick access.

Business Justification

1. Enhanced Client Experience: Ensures timely responses and avoids delays, leading to higher client satisfaction and improved SLA compliance.
2. Increased Operational Efficiency: Automates critical workflows, reducing manual oversight and ensuring no tickets fall through the cracks.
3. Scalability: As the organization grows, these alert features help manage larger ticket volumes while maintaining service quality.
4. Flexibility and Control: Customizable thresholds, escalation paths, and templates allow adaptation to varying team structures and priorities.