Help CenterThe power of Atera — at your fingertips. Support your customers from the office, on-site, and on-the-go, with alert monitoring, access to customers, contacts and devices, remote access via Splashtop, ticketing, and more. The Atera Mobile App comes in French and German too!
This article will show you how to:
- Customize alert settings
- Resolve or snooze alerts
- Create tickets
- Edit ticket properties and filter by status
- Resolve a ticket
Alerts
Customize alert settings:
1. From the Atera Mobile app, go to Settings. Then set the alerts.
Resolve an alert:
1. From the Atera Mobile app, go to Alerts.
2. Click the 
(3 dots) icon to the right of the alert.
3. Tap Resolve.
4. Tap Yes to confirm.
The alert has been resolved.
Snooze an alert:
1. From the Atera Mobile app, go to Alerts.
2. Click the (3 dots) icon to the right of the alert.
3. Tap Snooze.
4. Decide how long you'd like to snooze the alert for.
The alert has been silenced for the selected duration.
Manage a Ticket
Once created, you can manage your tickets via the Mobile app. Add messages, see ticket details, and edit ticket properties.
Create a ticket:
1. From the Atera Mobile app, go to Tickets.
2. Tap the plus icon. The New ticket page appears.
3. Enter the ticket title.
4. Select the customer, contact, and contract (optional).
5. Assign the ticket to a technician or leave unassigned.
6. Select the ticket properties:
- Assignee: Unassigned, Technician name(s)
- Priority: Low, Medium, High, Critical
- Impact: No Impact, Minor, Major, Site Down, Server Issue, Crisis
- Type: Incident, Problem, Request, Change
7. Add a message (optional).
8. Tap Create.
Edit ticket properties:
1. From the Atera Mobile app, go to Tickets.
2. Select the desired ticket. The Ticket page appears.
3. Tap Details. The Ticket Details page appears.
Tap the ticket properties to edit them.
Edit by:
- Ticket Status: Open, Pending, Resolved, Closed
- Ticket Priority: Low, Medium, High, Critical
- Ticket Impact: No Impact, Minor, Major, Site Down, Server Issue, Crisis
- Ticket Type: Incident, Problem, Request, Change
- Ticket Assignee: Unassigned, Technician name(s)
Filter tickets by status:
1. From the Atera Mobile app, go to Tickets.
2. Tap the filter icon.
The Filter window appears. You can filter tickets by Open, Pending, Resolved, or Closed.
To resolve a ticket:
1. From the Atera Mobile app, go to Tickets. The Tickets page appears.
2. Tap a ticket to open it. The Ticket page appears.
3. Tap Details. The Ticket Details page appears.
4. Under Properties, tap Status. The Ticket Status window opens.
5. Tap Resolved.
The ticket is now resolved.
Note: Resolving/closing a ticket will not stop the ticket timer. To stop it, click Stop on the ticket timer banner after resolving the ticket. Any time spent by a technician on a resolved or closed ticket will still be logged if the ticket timer automatically starts, or if you didn't tap Stop on the ticket timer after resolving/closing the ticket. Time logged after resolving/closing a ticket will be counted when the ticket is included in an invoice batch, assuming you haven't already generated the invoice batch before going back to access the resolved/closed ticket. After generating an invoice batch, any time spent on an included resolved/closed ticket will be logged, but will not be included in the batch. However, should you delete the batch and reopen the ticket, you'll be able to bill your customers appropriately by including the time spent working on the ticket while it was resolved (or closed). Learn more about ticket timer options
Ilana Wolf