Atera’s ticketing system helps you optimize and automate IT work end to end. The Ticket page is where you manage day-to-day ticket work—communicating with end users and internal teams, moving tickets forward, and staying on top of what matters with less back-and-forth and fewer clicks. From here, you can review key updates, track time, and see a clear record of activity to keep everyone aligned throughout the ticket’s lifecycle. Video link: Watch our video

Viewing tickets

Go to Tickets (on the sidebar). The Tickets page appears.

Customize your view

Customize the Tickets page to match the way you work. Choose how much you see, pick the fields that matter, arrange them in the right order, and filter down to what you need, so your queue always feels focused and easy to scan.

Table density: Click the Settings button () to switch the table density to match how you work — whether you want a familiar layout or to see more tickets at once.

• Detailed: Shows more ticket details in the table (familiar layout).
• Compact: Fits more tickets on screen (useful for high-volume queues).

Edit columns: Click the Settings button () to customize which fields appear in your table so you can focus on what matters for your workflow.

• Available columns:
  • Details: Displays the ticket ID, customer, folder, assigned technician, creation date, and last action date. Available in the 'Detailed' view only.
  • Ticket ID: Displays the ticket identification number.
  • Site: Displays the site linked to the ticket requester.
  • Customer: Displays the customer linked to the ticket requester.
  • Assigned technician: Displays the technician assigned to the ticket. You can reassign the technician — including IT Autopilot — via the dropdown menu. You can view how many tickets (with open or pending behavior statuses) are assigned to each technician to strategically balance technician workload when assigning tickets. You can also assign technicians to a ticket with Atera's Ticket Automation Rules
  • Status: Displays the current stage of the ticket.
    • Open: A request has been opened and needs to be resolved. An open ticket may have already been assigned via Ticket Automation Rules, or it might be unassigned and awaiting a technician
    • Pending: The ticket is in progress, but the technician is waiting for an external event or response to proceed. While a ticket is in 'Pending' status, the SLA is paused
    • Resolved: The ticket remains in this state until the support manager confirms the resolution
    • Closed: The ticket has been confirmed as resolved and is now closed
    • Custom: This status is customized to fit your workflow. For more info, see Custom ticket statuses
  • Activity status: Displays the current communication status of a ticket. It updates automatically based on the actions taken, but you can also manually override these from both the Tickets page and within the individual ticket itself. The available activity statuses are:
    • Unread: The ticket hasn't yet been read by either the requester or the technician.
    • Read: The requester or the technician has read the ticket.
    • Awaiting Requester Response: The technician has updated the ticket and is awaiting the requester's response.
    • Awaiting Technician Response: The requester has replied to the ticket and is awaiting the technician's response.
  • SLA: Displays timelines for response and issue resolution on a ticket, so you can monitor your service level performance. For more info, see Manage Service Level Agreement (SLA) policies
  • Sentiment: Displays the overall user sentiment (determined by AI Copilot), which analyzes the latest comments in an ongoing ticket conversation (Positive, Negative, or Neutral). For more info, see Copilot: ticket sentiment
  • Assigned group: Displays the group assigned to the ticket, helping you route and track ownership at a team level.
  • User: Displays the ticket requester (end user).
  • Contact: Displays the ticket requester (contact).
  • Priority: Displays how urgent the ticket is (Low, Medium, High, or Critical), so you can sort and triage faster.
  • Approval status: Displays whether the ticket is waiting on approvals or cleared to proceed (Pending, Approved, Partially approved, or Declined).
  • Last action date: Displays the most recent update on the ticket, so you can quickly spot active vs. stale tickets.
  • Creation date: Displays when the ticket was created, which helps you understand how long it’s been open.
• Show/hide columns: Remove fields you don’t use if they’re not relevant to your workflow.

• Reorder columns: Put your key fields first by dragging and dropping columns where you need them.

   

Filter tickets: Click the Filters button to narrow down the table and find what you need faster.

Save views: When it looks right, save it as a view. Your saved view captures everything above — table density, selected columns, column order, sorting, and filter — so you can return to it instantly.

• Private view: You can save views as private to keep them just for yourself.
• Public view: You can save views as public so all technicians can use the same view and stay aligned.

Once the Tickets page is set up the way you like it, open any ticket and start working on the details, conversation, and next steps. Each ticket opens in its own tab, so you can jump between tickets without losing your place.

Ticket tabs

Ticket tabs let you work on multiple tickets at once, without juggling multiple browser windows. 

You can close tabs one at a time by hovering over a tab and clicking the X, or use the dropdown arrow on the right to close all tabs at once.

Note: If you navigate away from tickets (e.g., to Devices or Admin), your open tabs will temporarily disappear. When you return to Tickets page, they’ll reappear.

View and edit main ticket details

Upon accessing the new ticket page you will see a section for the main ticket details. These fields are crucial for categorizing and tracking the ticket through its lifecycle. 

Note: Changing the ticket details listed below will automatically save the changes; you don't need to click 'update' to apply these modifications.

Type

This field allows you to categorize tickets, aligning with industry standards. These categories help in organizing, prioritizing, and managing tickets more efficiently. The available types are:

• Incident: Any unexpected event that disrupts service or reduces service quality. Quick resolution of these incidents is key to restoring normal service operation.
• Problem: The underlying cause of one or more incidents that are affecting multiple users at the same time. The focus here is resolving the root cause rather than the individual incidents.
• Request: When a user needs a product/service, new hardware/software, access to tools, password resets, software licenses, etc.
• Change: When a request is made for any change, modification, or replacement.

Communicate on a ticket

Public replies

Click Public reply and write your message in the provided text box, or click Generate reply to have AI compose a message for you. This message will be visible to the end user and can be used to ask for more information, provide updates, or inform them of the resolution.

Compose with AI

Generate ticket replies or modify the tone and phrasing of your message easily with AI. Learn more

Cc end users and technicians

For public replies, 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.

Send reply

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.

Internal notes

For internal communication visible only to other technicians in your company, click Internal note in the toggle. These notes, highlighted with a yellow background for easy differentiation, are useful for sharing insights, seeking advice, or recording internal information pertaining to the ticket.

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

Tag technicians in internal notes:

Within internal notes, you can directly draw a technician's attention to a ticket by using the '@ Notify' field.

Note: This feature is only available on the new Ticket page.

When a technician is tagged/mentioned in a ticket, they receive a notification whenever an internal note is added. This notification, which includes a direct link to the relevant ticket and details about when the notification was created, will stay in the notification center for 7 days for easy reference.

Attach files

To provide more context or share relevant documents, you can attach files to your reply. Simply click Attach files and select the file you want to include. Files can be previewed directly from the ticket, so you can quickly review them and confirm you’ve added the correct file without downloading.

Note: The following file types are not supported for uploads:
.ade, .adp, .apk, .appx, .appxbundle, .bat, .cab, .chm, .cmd, .com, .cpl, .diagcab, .diagcfg, .diagpkg, .dll, .dmg, .ex, .ex_, .exe, .hta, .img, .ins, .iso, .isp, .jar, .jnlp, .js, .jse, .lib, .lnk, .mde, .mjs, .msc, .msi, .msix, .msixbundle, .msp, .mst, .nsh, .pif, .ps1, .scr, .sct, .shb, .sys, .vb, .vbe, .vbs, .vhd, .vxd, .wsc, .wsf, .wsh.

Quick reply templates

For recurring issues or standard responses, you can utilize quick reply templates. If you've already created templates, you can select one from the dropdown menu. Alternatively, you can create a new template directly from this section to save time and maintain consistency in your responses.

Mark as resolution

After solving a ticket, you can document the ticket resolution within the ticket, and check the 'Mark as resolution' checkbox for easy future reference. 

Conversation

The ticket conversation provides a threaded view of all communication related to a ticket. You can sort the ticket conversation by date, either viewing the oldest entries first or the newest. You can also filter the conversation to view only public replies, only internal notes, or both, allowing you to focus on the specific type of communication relevant to your needs at any given time.

Ticket activity

The ticket activity section provides a detailed log of all actions taken on a ticket since ticket creation. This includes status changes, priority changes, type changes, ticket merges, title updates, comment and note additions, user changes, and technician assignments, providing a comprehensive overview of the ticket's lifecycle.

The Ticket activity tab provides a complete audit trail of everything that has happened on a ticket since its creation. This includes both manual actions performed by technicians and automated actions triggered by the system.

Each activity entry is clearly labeled to help you understand its origin:

• System entries indicate automated actions, such as Ticket Automation Rules, notification triggers, or background processes. These may include:

  • Automatic email notifications sent to users or technicians

  • Automatic assignment of technicians or groups

  • Status or priority updates triggered by rules

• Technician/user names indicate manual actions taken directly by a user, such as updating ticket fields, replying, or changing assignments.

This distinction helps you quickly determine whether a change was automated or manually performed.

The activity log is especially useful for:

• Troubleshooting unexpected behavior (e.g., “Why was this email sent?” or “Why was this ticket reassigned?”)

• Verifying that automation rules are working as expected

• Auditing the full lifecycle of a ticket for internal reviews or compliance

Resolution

The resolution section highlights messages identified by technicians as ticket solutions and is visible only when there is a solution added to the ticket. 

Generate article

Create an AI-generated user-facing knowledge base article instantly from the Resolution or Conversation tab of a ticket. Learn more

Create an AI-generated customer-facing knowledge base article instantly from the Resolution or Conversation tab of a ticket. Learn more

Collaborate on a ticket

Our platform supports real-time collaboration between technicians, allowing you to see who's currently working on a ticket through displayed avatars on the top-left of the ticket page. Up to five avatars (including your own) can be displayed simultaneously. If more than five technicians are working on a ticket, a dropdown menu will show the additional technicians. Your avatar is always positioned on the left and is separated from the others by a vertical line to provide a clear distinction between your own activity and that of your colleagues.

Time tracking

Our platform provides robust time-tracking capabilities to help manage your work more efficiently.

Automated time tracking

This feature enables you to track the time spent on each ticket in real time. Just click the play () button to start the timer when you begin working on a ticket and click pause () when you stop. You can also edit the time entry manually by clicking the edit () icon in case you've underestimated the time or forgot to stop the timer. 

Note:

• If you navigate away from the ticket page without stopping the timer, a ticket timer bar will appear at the top of any page you visit. This allows you to pause, restart, or adjust the time even when you're not on the ticket page. It also allows you to easily return to the ticket page itself with a clickable link. 
• The automated time tracker is set to run when you go into a ticket by default (this default setting can be changed by going to Admin > Settings, and adjusting the Tickets setting). Learn more about configuring ticket timer options

Manual time entries

In addition to real-time tracking, our system also supports manual time entries. This is particularly useful when you want to log time spent on a ticket after the work has been completed.

To add a manual entry, fill in the details (and click Show more to add more details such as start date/time, end date/time, rate, if it's billable, and technician). When you're finished, click Add. 

Note: You can set the default duration in your ticket settings (Admin > Settings > Tickets) or manually override the default here.

View all time entries

You can also get a comprehensive overview of all time entries associated with a ticket, including both automated and manual entries. This overview not only lets you understand the time expenditure on a particular ticket but also allows you to modify these entries directly. You can adjust existing time logs, add new entries, or remove unnecessary ones from the list. 

Requester Info

Contact Info

Ticket properties

The Ticket Properties section contains several fields that help classify the ticket, guide the response strategy, and streamline the ticket resolution process.

• Tags: This customizable field allows you to categorize your tickets with automatic AI tags and manually created tags. Learn more about ticket tags
• Form template: This field determines the included custom fields tailored to the specific situation of the ticket. Learn more about ticket form templates
• Priority: This field indicates the urgency of the issue and helps technicians prioritize their tasks. The priority levels are categorized as Low, Medium, High, and Critical.
• Impact: This field categorizes the extent to which the issue affects the business or service, guiding the response level and resource allocation. The impact levels range from No Impact, Minor, Major, Site Down, Server Issue, to Crisis.
• Product Family: This customizable field identifies the product or service associated with the ticket. It aids in routing the ticket to the right team or technician who specializes in that particular area. Learn more about the Product Family custom field
• Custom: You can add customizable ticket fields of varying types to your ticket properties to better fit your workflow. In the above example, 'Operating system' and 'Target resolution date' are custom fields. Learn more about adding custom fields

Calendar events

Connect your calendar to Atera to scheduled events within tickets. Learn more about calendar integrations

Related alerts

The related alerts section displays alerts assigned to the ticket directly from the Alerts or Sites pages, streamlining your support operations. It contains the name of the alert, severity, when it was created, and the alert status. Learn more about how to assign tickets to alerts

The related alerts section displays alerts assigned to the ticket directly from the Alerts or Customers pages, streamlining your support operations. It contains the name of the alert, severity, when it was created, and the alert status. Learn more about how to assign tickets to alerts

Actions

The Actions dropdown menu at the top-right of the Ticket page provides the following set of operations you can perform on the ticket.

• Merge: This function allows you to combine this ticket with another, which can be useful when two tickets are dealing with the same issue or when a user has opened multiple tickets about the same problem. Merging helps to keep information centralized and avoid duplication of work. Learn more about merging tickets
• Mark as spam: This feature enables you to mark tickets as spam and reduce clutter in your ticket queue. Tickets marked as spam will be tagged underneath the ticket title.
• Delete: This option allows you to remove the ticket from the system. You may be able to restore deleted tickets
• Print: This feature allows you to print the ticket or save it as a PDF for documentation or sharing purposes. Selecting this option opens a print preview window where you can choose your printer or save the ticket locally. 
• Print: This feature allows you to print the ticket or save it as a PDF for documentation or sharing purposes. Selecting this option opens a print preview window where you can choose your printer or save the ticket locally. 
• Products and expenses: This feature enables you to add associated items (products or expenses) to a ticket. Learn more about products and expenses
• Switch to old UI: If you're more comfortable with or prefer the layout of the previous user interface, this option allows you to switch back.
• Manage ticket settings: This leads you to a settings page where you can adjust various configurations for the ticketing system including behavior when the ticket is accessed, behavior when a ticket is closed, time entry behavior, technician default response type, and more.  Learn more about configuring your ticket settings

Copilot 

Atera's Copilot is available on our new ticket page so you don't have to miss a beat in getting smart ticket resolution and providing excellent service. Learn more about Copilot's AI capabilities

Ticket tools

These are a collection of actions available within a ticket that help technicians manage, organize, and perform tasks more efficiently.

• Request approval: This action allows you to request approval for changes, tasks, or actions related to the ticket. It helps ensure that required authorizations are obtained before proceeding with specific work.

• New child ticket: This action allows you to create a new ticket that is linked as a child to the current ticket. Child tickets help break down larger tasks into smaller, related items while keeping them organized under a parent ticket. Learn more about related tickets.

• Existing child ticket(s): This action allows you to link one or more existing tickets as child tickets to the current ticket. This helps group related issues and maintain a clear structure between connected tasks. Learn more about related tickets.

• New parent ticket: This action allows you to create a new parent ticket and link the current ticket under it. Parent tickets help organize multiple related tickets under a single main issue or task. Learn more about related tickets.

• Existing parent ticket: This action allows you to link the current ticket to an existing parent ticket. Each ticket can have only one parent, helping maintain a clear hierarchy between related issues. Learn more about related tickets.