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📢 Sneak peek feature alert: Chain email replies to ticket threads!
I’m once again sharing a sneak peek into an upcoming feature that is currently in beta–it’s a QoL ticketing-related change in email ticketing, which means this is great for those of you who are utilizing the Atera helpdesk. Ticket threads: No more scattered email responses! One of the pains we heard from you was that each…
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ProTips --Transform your Atera ticketing experience!
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Introducing technician group management 🧑💻🧑💻🧑💻
Are you looking to boost your team's efficiency and keep ticket management under control? With Atera’s technician groups feature, you can easily organize technicians, streamline ticket assignments, and ensure that your team stays focused on top priorities! By assigning tickets to groups, you can create a more organized…
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Comprehensive Notification and Escalation Features for Atera
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…
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Ticket handling of CC's
Greetings, I haven't been able to find any documentation on how Atera's ticketing system deals with emails that are included as CC's on the original ticket. In our previous ticket system, that cc email address would remain associated with the ticket and any response from the technician would go to those addresses as well.…
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Priority Matrix
ITIL Priority Matrix: How to Use it for Incident, Problem, Service Request, and Change Management How do you use Priority and Impact in your SLA in Atera? The SLA is based on Impact as I understand it, and the impact types cannot be edited. I would like to use an Priority Matrix where both urgency and impact set the…
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scheduled tickets in a recurring cycle
Dear Sir or Madam, We had an inquiry regarding the creation of scheduled tickets in a recurring cycle. According to your Atera support, this function is not yet available, which is why we would like to request this feature be integrated into future patches. For example, the scheduling instruction could be: "Create the…
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Atera’s Helpdesk just got a major upgrade 🧑💻🛠️🚀
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…
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Ticketing: Approval procedure with four eyes principle?
Hello, is it possible to implement an approval procedure via the ticket system, e.g. for folder releases with a four-eyes principle? Bye Rainer
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Does anyone use Automated ticket creation?
If so, what are some examples of criteria you are using? What are some issues you auto create for? I would love to see a "Best Practices" section in the discussions where people can share their companies best practices on how to use aspects of Atera! It would help us all think outside the box a little.
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Assigned Groups
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…
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Suppress ticket automation emails based on a filter?
Looking for some suggestions for this. Here's our use case: We have some vendors that invoice us with expenses we need to pass on to clients. One example is our domain registrar. When we get notifications of this type of transaction I would like to forward this to Atera to create a ticket we can assign to a billing…
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Additions to API functionality
Hi, First time integrator with your API, and finding it… difficult compared to other vendors. For example - to get tickets where agents haven't logged time against them - I'd have to load all tickets in to memory and filter them client side, instead of a single query and filter on Ateras side. Is this the recommended path,…
