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Handle Tickets

 The Tickets page is the hub from which you can:

  • Respond
  • Update
  • Communicate externally and internally
1. From the left hand panel click Tickets
2. Then click the ticket name to open. The Ticket page displays. 

 

The top bar shows the tracked time working on this ticket. If you do not close this bar via the x button then it remains on the top of the screen, even after you change to another screen. It gives you the the option to start and stop  time, return to the ticket and to add manual time entries.  

ticketnew.PNG
From the top line of tabs in the ticket you can select :

1) Technician: Click to select a new Technician to assign to the ticket
2) Go to Agent: Click to view the Agent assigned to the ticket and immediately begin resolving issue or assign to a new Agent. 
3) Select Contract: Click here to select the contract the ticket is assigned to
4) Public Reply / Internal Note: Click to enter a public reply in the text box below. Click the dropdown arrow to change the communication type to an Internal Note

Note: Replies display in the Conversation panel. This is laid out in bubble format similar to many online / mobile messaging applications. You can minimize the conversation using the - icon.


5) Actions: Click the dropdown to select an action:

A) Merge: Click to merge the current ticket with another ticket

B) Delete: Click to delete the ticket

C) Sign Customer: Click to capture a customer signature (only supported for touch screen devices)

D) Time entries: Click to view the time entries. You can edit these entries, add new ones or delete as needed.

D) Products and Expenses: Click to view the products and expenses and to add new ones (all technicians). 

1. To add a new item to Products and Expenses (e.g. Travel Time to Client Site) click Add Item and select Expenses.
addexpenses.PNG
 
2. Enter all the relevant information. 
Ticket Information
Ticket Status Type Explanation
The request has been assigned to a technician who is working to resolve it.

The technician has a follow-up question for the contact e.g. the technician may need more information about the support issue. 

Requests that are set to Pending typically remain that way until the contact responds and provides the information the agent needs to continue resolving the request.

The technician has resolved the support issue. The ticket is now waiting for support manager review and confirmation of close.

The ticket is complete. The contact can, however, create follow-up requests for closed tickets. 

 When a follow-up request is made the ticket status is changed back to Open.

1. To change the Ticket Status, Priority, Impact or Type use the dropdown menus on the right hand panel of the Ticket form
2. Then click Update
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