This article describes the six ways to create a helpdesk ticket in Atera.
Manual ticket creation
You can manually create a ticket from the Ticket page, or from the New button (at the top left corner). Learn more about how to manually create a ticket.
Email ticket creation
You can set up your support email to automatically create tickets in Atera. When a user sends an email to the selected email address, a ticket will be automatically created in Atera. The articles below will show you how to set up email forwarding in Atera for automatic ticket creation.
You can set up your support email to automatically create tickets in Atera. When a customer sends an email to the selected email address, a ticket will be automatically created in Atera. The articles below will show you how to set up email forwarding in Atera for automatic ticket creation.
- Forward Email for Automatic Ticket Creation in Atera
- Set up o365 email forward
- Automatically forward Gmail messages to another account
Note:
- Tickets via email are limited to a size of 20mb including attachments.
- In certain cases, creating many tickets from the same email address in a short span of time can result in a temporary pause in ticket creation — this is typically triggered by a misconfigured ticket automation rule.
Alert ticket creation
You can manually create a ticket from an alert. Additionally, you can set alerts to automatically create tickets.
Service portal ticket creation
The Service Portal must be activated in your configuration settings to enable ticket creation, see Configure the Service Support Portal. Once the service portal has been set up, your users can use it to create tickets.
Learn more about how to create a ticket via the Service Portal.
Customer portal ticket creation
The Customer Portal must be activated in your configuration settings to enable ticket creation, see Configure the Customer Support Portal. Once the customer portal has been set up, your customers can use it to create tickets.
Learn more about how to create a ticket via the Customer Portal.
Helpdesk Agent ticket creation
To create a ticket using the Helpdesk agent, you need to Activate Helpdesk Agent. Your users can create a ticket using the Helpdesk agent, or by pressing the hotkey combination CTR+F12.
To create a ticket using the Helpdesk agent, you need to Activate Helpdesk Agent. Your customer can create a ticket using the Helpdesk agent, or by pressing the hotkey combination CTR+F12.
Learn more about how to create a ticket via the Helpdesk agent.
Chat session ticket creation
A ticket can automatically be generated from a chat session. After two minutes of conversation, a ticket is automatically created. By default, the new ticket name appears as follows: 'New Ticket Opened from Chat'. At the end of the chat session, you can edit the name of the ticket. Learn more about the chat feature.
