The Ticket page is your centralized hub for communicating with end users and internal teams about an issue. This is where you can easily view updates, manage the ticket's progress, track time worked, and access a complete activity log, ensuring streamlined and efficient ticket handling. Learn more about the Ticket page

View a ticket

1. From the sidebar, go to Tickets to view a list of all your tickets.

Note: When you hover over a ticket, a preview of its most recent message pops up, showing who wrote it and when.

2. Click on the ticket you want to open.

The individual Ticket page appears.

Communicate with your end users about a ticket

Communicate via email

1. From the sidebar, go to Tickets.

The Tickets page appears.

2. Select the ticket you want to open.

The individual Ticket page appears.

3. In the reply box at the bottom of the page, make sure Public reply is selected (the default), then type your message, or click Generate reply to have AI compose a message for you.

Note:

• Generate a ticket reply or modify the tone and phrasing of your message with the compose with AI feature.
• You can easily include additional end users and technicians in the ticket comments by using the 'Cc' feature. As you begin typing in the 'Cc' field of the public reply, a dropdown menu appears listing all technicians and users. Selecting a name from this list will add them to the 'Cc' field, enabling them to participate in the conversation and receive all subsequent updates regarding the ticket.
• If an end user CCs a technician in an email, the email address will be displayed in the ticket.

To change the status of the ticket automatically when sending your reply, click the dropdown arrow next to the Send button. Here, you can set the status to Open, Pending, Resolved, or Closed. If you do not change the status, it will remain as it was previously.

4. Click Send.

Your end user will receive your message via email (and will also be able to view your message within their service portal). Technicians can view messages in the Conversation tab of the ticket.

Your end user will receive your message via email (and will also be able to view your message within their service portal). Technicians can view messages in the Conversation tab of the ticket.

Note:

• Email replies are limited to 64K characters in the email body. If the message exceeds this limit, the content will be truncated in Atera with an ellipsis. Attachments are not affected.
• If someone is registered in Atera as a user and a technician, replies will be documented based on their relation to the ticket. Their replies will be documented as the user only if they are listed as the requester on the ticket, but not as the assigned technician. Otherwise, their replies will be documented as the technician.
• If someone is registered in Atera as a contact and a technician, replies will be documented based on their relation to the ticket. Their replies will be documented as the contact only if they are listed as the contact on the ticket, but not as the assigned technician. Otherwise, their replies will be documented as the technician.

Compose with AI

To generate ticket replies or modify the tone and phrasing of your message with AI, click the Compose with AI icon () and select from the following options:

• Generate reply: Quickly draft a response tailored to the content of ticket.
• Rephrase: Generate alternative wording for your reply.
• More casual: Adjust the reply to sound more relaxed and approachable.
• More formal: Refine the reply to appear more structured and professional.

View ticket updates and communicate internally

You can view internal updates from other technicians, as well as post internal updates yourself.

Note:

• Notifying technicians via internal notes is now only available on the new Ticket page. Learn more
• End users will not be able to view these updates.
• Customers will not be able to view these updates.

To communicate internally:

1. From the sidebar, go to Tickets.

The Tickets page appears.

2. Select the ticket you want to open.

The individual Ticket page appears.

3. In the reply box, click Internal note and type your note.

Note: You can tag a technician in a ticket by adding their names to the @Notify field.

To change the status of the ticket automatically when saving your internal note, click the dropdown arrow next to the Save button. Here, you can set the status to Open, Pending, Resolved, or Closed. If you do not change the status, it will remain as it was previously.

4. Once you have added a message and tagged the relevant technicians, click Save.

Your internal note now appears in the ticket Conversation tab (marked with a yellow background) and the technicians you tagged will receive a notification.

Print a ticket view

Print a ticket in a clear, shareable format. It's ideal for handing off a summary to an end user, attaching to internal documentation, or keeping a paper trail for audits and reviews.

To print a ticket view:

1. From within the ticket, click the ellipsis (...) icon > Print.

A new browser tab opens with a print-friendly ticket view, and the print dialog opens automatically.

The view shows the ticket info, contact info, ticket properties, and the full conversation, including internal notes.

2. Complete printing from your browser’s print dialog.

Set technician default response

You can set the default technician response type for your tickets.

To set the default technician response type:

1. Go to Admin (on the sidebar) > Support and ticketing > Ticket settings.

The Account settings page appears, open on the Tickets tab.

2. Under Technician Default Response Type, select Public reply or Internal note, then click Save.

Ticket activity

The Ticket activity tab displays all activity since the ticket was opened, including changes to ticket status, priority, impact, type, product family, ticket merge, and title. It also lists added comments and internal notes, changes to the contact and the assigned technician, and automatic emails sent by the system.

Main ticket details

The ticket status is at the top right of the ticket page. The other main details are under Ticket properties in the Overview panel on the right:

• Status: This field allows you to view and change the status of the ticket. Each status reflects a different stage in the ticket's lifecycle: The statuses are Open, Pending, Resolved, Closed, or a custom status. 
  Note: End-user replies don't automatically change the status of a ticket. To automatically change your tickets status when an end-user replies, create a ticket automation rule
• Assignee: This field is for assigning or re-assigning a technician to a ticket by selecting from a dropdown of available technicians.
• Group Assignee: This field assigns the ticket to a technician group.
• Type: This field allows you to categorize tickets. The available type categories are Incident, Problem, Request, Change.
• Activity status: This field reflects the current communication status of a ticket. The available activity statuses are: Unread, Read, Awaiting requester response, Awaiting technician response.
• Activity status: This field reflects the current communication status of a ticket. The available activity statuses are: Unread, Read, Awaiting customer response, Awaiting technician response.
• Sentiment: The AI ticket sentiment feature analyzes the latest comments in an ongoing ticket conversation and classifies the end user sentiment as positive, negative, or neutral, providing immediate insight into how the end user perceives the service being provided. Learn more
• Sentiment: The AI ticket sentiment feature analyzes the latest comments in an ongoing ticket conversation and classifies the end user sentiment as positive, negative, or neutral, providing immediate insight into how the customer perceives the service being provided. Learn more

View technicians working on a ticket

You can see which technicians are currently working on a ticket in real time. Their avatars appear at the top left of the panel on the right side of the ticket page. Multiple technicians can be displayed, with five avatars (including your own) and a dropdown menu showing any additional technicians.

Note: Your avatar and those of other technicians are separated by a vertical line, with yours to the left.