This article provides instructions for the Atera for IT Departments platform.
There are six ways to create helpdesk tickets in Atera. Tickets can be:
1. Created manually by a technician
2. Created by your users with the hot key combination of CTRL+F12. See Article: Installing the HelpDesk Agent
3. Created by your users when sending an email to support
4. Created manually or automatically from an alert
5. Created by your users on the service portal
6. Created automatically from a chat session
Manual ticket creation by a technician
1. Click the "New" sign (at the top, left) and select Ticket from the dropdown menu.
The New Ticket page appears.
2. Enter the ticket creation details using the dropdowns. An * indicates a mandatory field:
|3. Enter a Ticket Description
|4. Add any supporting Attachments by clicking Choose Files.
Note: You can schedule the ticket to go live at a later time, or even create recurring tickets by checking the Scheduled Ticket box.Learn more
5. The Register Ticket Creation Time counter tracks the time it took to create the ticket, and counts it towards work performed on the ticket. To disable tracking, uncheck the box.
|6. Click Add.
|The Tickets page updates, and your new ticket displays.
Note: Tickets can also be created from within an agent/device console. Learn more
Ticket creation via the CTRL+F12 hotkeys
Your users can create a ticket by pressing the hotkey combination CTR+F12. In order for this to work the Helpdesk Agent must be activated. See Activate Helpdesk Agent.
Note: After installing the Helpdesk Agent, the user must complete a short confirmation form to authenticate the Helpdesk Agent, the first time they use it. This is for the purpose of securely confirming the user is associated with the correct company.
Automatic ticket creation via email
Ticket Creation from an alert
Ticket creation via the Service Portal
In order for this to work the Service Portal must be activated. See Configure the Service Portal
User ticket creation via chat session
A ticket can automatically be generated from a chat session. After two minutes of conversation, a ticket is automatically created. By default, the new ticket name appears as follows: 'New Ticket Opened from Chat'. At the end of the chat session, you can edit the name of the ticket. Learn more about the chat feature.