We’ve improved the ‘ticket type’ options, when opening a ticket, by switching to the industry standard: Incident, Problem, Request and Change. 

We’ve improved the ‘ticket type’ options, when opening a ticket, by switching to the industry standard: Incident, Problem, Request and Change. 

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.

Please keep in mind that it is not possible to create your own custom ticket types. It is possible only to switch to the industry standard.

To request a changeover to the new ‘ticket type’ options, please contact Atera’s support team.

FAQ

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.

Q: Can I create my own ticket types?

A: No, it is not possible to create custom ticket types.