We recently held an awesome webinar on how to get the most out of Atera’s ticketing system, and we wanted to share the love with those of you who couldn’t make it! Treat this as your cheat sheet to the main event, although you can always watch the whole webinar right here.
Why use a ticketing system?
So many of our customers use ad-hoc channels to speak to their end users. Email, phone, Slack, stopping them by the coffee machine during break… it doesn’t make sense. With a ticketing system, everything is coming into one place, you can categorize end users in the way that works for you, and you can use historical information to keep track of everything you need to know.
A ticketing system also allows you to scale, speak to more customers or colleagues, become more efficient, and streamline your processes. There‘s no doubt that using a ticketing system improves your ability to help users, as you can’t be a 5* technician when you’re searching for specific details from a long-forgotten, archived WhatsApp convo.
Ticketing gives you the opportunity to benefit from automation. This gives end users faster responses, even outside of working hours, and takes some of the manual work off your hands, especially those repetitive conversations you have time and time again. Finally, ticketing also syncs with robust reporting at Atera, so you can prove you’re maintaining your top quality level of service.
Key features of Atera’s ticketing system
Let’s get out those trumpets, as we’re about to blow our own horn. 🎺
Ticket creation: All tickets come through to the same place, and you can create tickets in not one, not two, but six different ways.
Automation and AI: Auto send tickets to the right technicians using auto-tags and AI-driven automations.
Mobile app: View and manage tickets and time entries on the go, and get notifications about ticket updates, too.
Billing: For MSPs, track the time you work on tickets, assign contracts to different customers, and integrate with billing programs like Xero and QuickBooks Online.
Reports: Track operations, SLA, and more, and stay on top of your business, sharing valuable insights with end users.
APIs: Export data out of the system however you choose, using our robust and rich APIs. Check out more about that here.
The full webinar includes a live demo of many of these top features of Atera’s ticketing system, including how to create contacts and tickets, email templates, and the steps for setting up and accessing a knowledgebase and a customer portal.
Generating, responding, and collaborating on tickets from the Atera platform
There are a number of ways that customers and technicians can open tickets, from manually clicking “new ticket” from anywhere inside Atera, to automatically generating a ticket from an alert. Your RMM will notify you with an alert that there is a problem, and then through the integrated PSA, you can track and resolve the problem for the end user. All the relevant fields will have been auto-generated from the alert. Just head to Admin, and toggle on Automated ticket creation for the specific customers you want auto-generated tickets for.
You can also create tickets by email, API, and through the Customer Portal by the end user, and generate a ticket from a chat window for end-user Windows devices. You can schedule tickets to open ahead of time, for example for recurring maintenance reminders or updates.
Don’t forget that you can use filters to customize your view, for example, filtering tickets that have been created in the last week, or that are for specific customers, technicians, or status levels. You can change the status of tickets, utilize the ticket timer, leave private or public notes on the tickets, merge tickets if you spot duplicate entries, and also open calendar events directly from tickets.
Quick reply templates are a great feature that allows you to respond to FAQs or widespread issues in a single click. At Atera, we also have AI auto-tagging, which automatically determines the subject of incoming tickets, adding tags to categorize them easier within your environment. You can then set up automations to channel them to the right technicians for resolution.
Customizations and automations of the ticketing system
Custom fields can be applied to tickets, contracts, customers, contacts, and more. You can put in whatever information works for you, changing the status names of tickets to add your own categories, adding your own custom fields to suit multiple tiers of technicians and more.
Ticket automation rules are also a great way to customize the way you work. These rely on specific conditions to trigger an action. One example would be that if a customer opens a ticket outside of business hours, they receive an auto-response that lets them know it’s been received and when they should expect a response. You can set a hierarchy for what order rules will be implemented in, so that one rule can supersede another. For example, a VIP customer that has a higher SLA might not receive the same email.
Email templates are available from within the Atera ticketing system, offering snippets that make it easier to generate emails. You can use HTML code, set up quick-reply templates, set a personal ticket signature, and generally communicate as seamlessly as possible.
Atera also allows you to customize your branding under Admin, White label, customizing your company icon and colors to suit your needs.
Reporting capabilities from Atera’s ticketing system
One of the key metrics for customer-facing businesses is customer satisfaction. Within Atera, you can view a smart auto-generated Customer Satisfaction Report to get greater visibility into how happy your end users really are. Set the time period granularly, and get a summary of all the ratings you’ve been given from your tickets, and you can even schedule this report to be sent to technicians directly at a regular cadence.
Another relevant report is the SLA report. This lets technicians see how many customers have had their response met within the SLA timeframe, and how often they exceed SLA, too.
The Timesheet Report is very popular for those who bill through Atera, allowing you to customize a report that shows a breakdown of every ticket if it’s resolved, if it’s billable, how profitable it was, and more.
Finally, the Load Analysis report shows you how many tickets are open and resolved, giving more insight into your backlog as an IT technician, and the Technician Comparison Report is great for managers to generate and see which technicians are being the most productive and effective.
This webinar was just the ticket!
We can’t possibly share all the gems, as this webinar was chock-full of value! To see the whole event, and learn more about ticket automations, reporting, and see a step-by-step overview of opening and benefiting from tickets, watch the whole demo here.
Until next time!