We’ve improved the ‘ticket type’ options, when opening a ticket, by switching to the industry standard: Incident, Problem, Request and Change. These new options will be available to both technicians and end-users when opening a ticket in the app or customer portal.
These are the default options and will be available to all new customers joining Atera. The ‘ticket type’ options of existing customers (and their end-users), however, will not change unless specifically requested. To request a changeover to the new ‘ticket type’ options, please contact Atera’s support team.
Q: What is the difference between an Incident and a Problem?
A: An incident is an unplanned event that causes service disruption. A problem is a repetitive incident.
Q: Can you remove a ticket-type item from the list?
A: It is not possible to remove a ticket-type item from the list.