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Methods for Creating Helpdesk Tickets

There are five methods to create Helpdesk tickets in Atera. Tickets can be: 

  1. Created manually by a technician
  2. Created by and end user with the hot key combination of CTRL+F12. See Article: Installing the Helpdesk Agent
  3. Created by an end user who sends an email to support. See Article: Set Email Address for receiving Alerts
  4. Created by an Alert: See Article: Handling Alerts
  5. Created on the customer portal. 
Manually create a ticket (Technician)
1. From the left hand panel click Dashboard
2. Then click the + sign and New Ticket
The Add Ticket page displays.

3. Enter the ticket creation details using the dropdowns:

  • Contact
  • Ticket Title
  • Technician
  • Ticket Priority - The available options are Low, Medium, High and Critical.
  • Ticket Impact
  • Ticket Type
4. Enter the Ticket Description
5. Add any supporting Attachments

Note: The Register Ticket Creation Time counter tracks how long the technician took to enter the ticket. To disable tracking uncheck the box.

 

6. Click Save
The Tickets page update - your new ticket displays.
Creating a ticket with CTRL+F12 hotkey combination

An end user can create a ticket by pressing the hotkey combination CTR+F12. In order for this to work the integrator must be installed. See Installing an Agent

 

Note: After installing the Helpdesk Agent the first time the user logs in they must add their first name / last name and email address. This in order to assosiate the contact to the correct company.

Customer Ticket creation via the Customer Portal

In order for this to work the Customer Portal must be activated. See Activate Customer Portal

For more information on setting up a customer user name and password see this KB

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