This article provides instructions for the Atera for IT Departments platform.
There's a lot you can do within a ticket. A Ticket page is the hub from which you can:
- Communicate with your users about the ticket
- View ticket updates and communicate internally
- Manage the ticket
- Track time worked (automated time tracking)
- View a complete log of all ticket activity
Learn more about creating tickets in Atera
1. Click Tickets, from the left-hand panel. A list of all your tickets appears.
Note: If you rest the mouse over a ticket, a hover appears, displaying useful ticket information such as ticket priority and most recent comment.
2. Then click on the specific ticket you wish to open. The individual Ticket page appears.
Communicate With Your User About the Ticket
From within a ticket, you can communicate with your user about the ticket through either email or chat. You can also create quick reply templates, allowing you to quickly and easily reply to tickets. Learn more
Your user receives an email notification whenever you update the ticket. They can reply to this email, and their reply will automatically post to the ticket. Additionally, your user can see all updates posted to the ticket on their service portal, and reply on the portal as well.
To communicate with your user via email:
1. Click Tickets, from the left-hand panel. A list of all your tickets appears.
2. Then click the specific ticket you wish to open. The individual Ticket page appears.
3. Type a message in the message box (make sure the drop-down menu above is set to 'Public Reply' (the default).
Note: You can easily add additional users and technicians to ticket comments with the '@' symbol—to include all relevant people in the conversation. Entering the '@' symbol in the message body (as well as the 'To' and 'CC' fields) opens a dropdown menu of all technicians and users. Selecting a technician/user in the message body add them to the 'CC' field.
4. Click the Send Reply button. Your user will receive your message via email (and will also be able to view your message within their service portal).
To communicate with your users via chat:
From the Actions dropdown menu, select Start Chat. Your user will receive your chat request.
View Ticket Updates and Communicate Internally
You can view internal updates from other technicians, as well as post internal updates yourself.
Note: Users will not be able to view these updates.
To communicate internally:
1. Click Tickets, from the left-hand panel. A list of all your tickets appears.
2. Then click the specific ticket you wish to open. The individual Ticket page appears.
3. Select Internal Note from the drop-down menu, then type a message in the message box.
4. Click on Save Note. Your internal note now appears in the ticket.
Manage Tickets
The menu bar gives you the following options (explained below):
1. Click Tickets, from the left-hand panel. A list of all your tickets appears.
2. Then click the specific ticket you wish to open. The individual Ticket page appears.
1) Technician: Click here to select a new technician to assign to the ticket.
2) Go to Agent: Click here to view the agent assigned to the ticket to begin resolving the issue.
3) Public Reply / Internal Note: Click Public Reply and type a message to your user in the message box below (it will be received/seen by your user). Click the drop-down arrow to change the communication type to an Internal Note if you'd like your message to be viewable by other technicians in your company (but not by your users).
Note: The latest communication/reply is laid out in bubble format. The conversation history displays in the Conversation pane below. You can maximize/minimize the history by clicking the + or - icon.
5) Add Time Entry: Click here to add a time entry.
Fill in the details and click Add.
Note: The duration needs to be manually entered.
6) Actions: Click the drop-down menu to select an action:
A) Merge: Click to merge the current ticket with another ticket.
B) Delete: Click to delete the ticket.
C) Customer signature: Click to capture a customer signature (only supported for touch screen devices).
D) Start Chat: Click to initiate chat session with the customer.
E) New calendar event: Click to add an onsite support visit or time block to your Office 365 or Google Calendar, to work on the ticket. Learn more about Atera's Office 365 integration and Google Calendar integration
F) Time entries: Click to view time entries. You can edit entries, add new ones, or delete as needed.
Activity Status
Activity Status includes Unread, Read, Awaiting Customer Response, and Awaiting Technician Response.
Unread - Refers to a new ticket that hasn't been read yet by either the customer or technician.
Read - A ticket that has been read by either the customer or technician.
Awaiting requester response - The technician has updated the ticket and is awaiting the customer's response.
Awaiting technician response - The requester has replied to the ticket and is awaiting the technician's response.
View a Complete Log of All Ticket Activity
You can also click on 'Ticket Activity' to view all activity since the ticket was opened, including changes to ticket status, priority, impact, type, product family, ticket merge, and title. You can also view chat initiation, comment and note additions, as well as change of requester and technician assignment.
The Ticket Activity page appears.
Requester Details
You can view and link to associated contact details.
Connect Remotely
You can connect remotely to the contact's device.
Requester's Tickets
Now you can see the requester's last 5 opened tickets, and link to their Tickets page.
Ticket Properties
You can change the Ticket Status (Learn more), Priority, Impact or Type by making your selection and clicking Update.
Automated time tracking
The automated time tracker is by default set to run when you go into a ticket (this default setting can be changed by going to Admin > Settings, and adjusting the Tickets setting).
To view the automated time tracker:
1. Click Tickets, from the left-hand panel. A list of all your tickets appears.
2. Then click the ticket name to open. The individual Ticket page appears.
The top bar shows the tracked time working on this ticket. You can stop the counter by clicking on the bar. If you do not stop the counter then the bar remains on the top of the screen, even after you change to another screen. The bar also gives you the option to return to the ticket and add manual time entries.
