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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,…
Hi Guys, been using Atera for a while, but been focusing on Remote support etc. I have noticed the new Ticket Forms and was wondering if you can run multiple ticket forms in the client portal like new user creation etc. Thanks
We are trying to get SLA reporting but realized we need contracts in place. Why can i not update the contract id via API.. i would like to apply contracts based on a excel sheet report i have manipulated. It seems as though i will have to update each ticket one by one from the web interface. Is there not a better way to do…
Over the last week, our first week of trying the AI in the portal, I have had a number of users send an initial message about an issue, but when the AI responds with steps or follow-up questions, they just close it out. They refuse to work with it further, even when I encourage them to. Has anyone else run into this issue?…
Feels like this should be something baked in from the get-go? Yes, I can see tickets associated with a user who submitted them but that's not good enough. Being able to search for a specific item should give me SOME kind of information that I can use to pull up the old ticket to refer to remediations performed/notes. From…
I'm looking at Ticket Automation Rules and under Actions > Set Field Value I can either set Technician to a specific technician or set it for Auto Assignment. We do not use Auto Assignment in our processes. I would like to use an automation to set the Technician as Unassigned. Is there a way to do that?
@nina Or anyone else. Is there a sound notification for ticket responses or chats? If someone replies to a ticket and I am assigned to it, can it play a sound notification so I know someone replies? Thanks!
Hey, After evaluating Atera for a couple of weeks I want to propose the following improvements: Default Time-Entry for Tickets: Implementing a feature to set a default time-entry based on customer contracts (30/60 minutes) can streamline ticket handling and ensure billing consistency. This could reduce manual entry errors…
@nina When can we expect this updated view?
Hello Atera Community, I'd like to propose a feature that could significantly enhance our ticketing system: dedicated ticket queues with the capability to assign tickets directly to these queues. Why Ticket Queues? Ticket queues would allow us to categorize and prioritize incoming requests more efficiently, ensuring that…
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General discussions
This section is used to discuss ActionAI, AIT, Copilot and Autopilot.
