Atera’s Ticketing System: Understanding How to Boost your Business Prowess (Webinar Recap)

We bet you’ve been wondering how to get more out of Atera’s ticketing software, right? We know you so well. Our latest training webinar jumped right into the details, looking into the top reasons to use our ticketing system, the seven (that’s right – seven!) ways of opening a ticket to help you manage queues and collaborate in style, and how to use automation to grab back some more hours in the day for dispatchers, technicians, and more.

 

Here’s your recap!

 

What’s so hot about ticketing?

 

Managing customer queries and requests can be hard work, especially when you’re using disparate systems. Email, phone, WhatsApp, carrier pigeon… it gets complicated. With a ticketing system, everything is in a single place, which means you have a single centralized system for everything. This allows you to share a single pane of glass with your colleagues, giving a much more comprehensive understanding of what your customers are facing.

 

One centralized system also has a direct impact on scale, making it easier to onboard more clients and manage more environments or assets, all without impacting your quality of service. In today’s customer-focused world, you can’t just be great at the technical side, you also need to delight the users with your shining personality and people skills. With all communication, historical and current, at your fingertips, you can be much more people-oriented and in control.

 

At Atera, the ticketing system is directly linked to our automation and AI capabilities, as well as reporting and analytics, something that can’t be said for your email inbox. Get reports into profitability and revenue-generating insights that make all the difference to your business growth.

 

Atera’s ticketing system

 

Atera allows you to automatically assign tickets to specific queues, for example creating automation that all Mac queries go to a specific technician, even using AI auto-tagging to make this happen in a touchless way, from ticket receipt through to technician alert. Other automations include setting auto-replies when you’re out of office, offering 5-star service to a specific VIP customer, or getting customer survey feedback when a ticket has been completed.

 

Another great perk is the mobile integration, allowing you to handle tickets on the move, even remotely accessing devices on the go, directly from the mobile app. At all times, reports are being generated behind the scenes to show you how many hours you’re spending on each customer and the true ROI of the work you’re completing.

 

As ticketing integrates with billing, you can send invoices, track hours, workload, and more – all from within tickets. Try doing that via a carrier pigeon.

 

I’m sold: How can I use Atera’s ticketing system?

 

There are seven ways of opening a ticket within Atera. Click New Ticket from inside the portal, or open a ticket directly from an alert, either manually or automatically. To do this, just go into the alert, select “create ticket”, or even assign an existing ticket to this alert to consolidate the two. For the automatic option, head to alerts and toggle on “Automated ticket creation” which will make tickets generate for critical items. On Growth and Power, you can open a ticket through a chat. Tickets can also be opened by email, through the customer portal, and via API. That’s more tickets than a tout at an Adele concert.

 

Contact and Ticket Title are mandatory fields that need filling in for every ticket, and you can also add a contract, a ticket priority, impact, and type. There’s even a field for a description of the ticket, to provide the technician with more information. Don’t forget to check out the use of custom fields, allowing you to create your own language around the work that you do.

 

One popular feature is “scheduled tickets” which allows your technicians to set tickets ahead of time, and have a separate queue where they can keep track of these jobs within. These won’t immediately count towards SLA, and won’t be timed until they begin.

 

Top tip: Have you tried using Views yet? This is one of the most flexible ways to use Atera’s ticketing system. Create Views based on periods of time, specific technicians or groups of technicians, or customers – easily visualizing all open or pending tickets inside these categories.

 

Answering tickets

 

When you respond to tickets, you can use a public reply which will go straight to the customer’s email inbox and Customer Portal, or you can add an internal note which escalates the ticket to other members of staff, or acts as a personal message which you can use to log thoughts and ideas. In the top corner, you’ll be able to see your SLA, keeping you on track to reply or resolve the ticket according to your contract. Every technician and customer will have their own unique identifiers for management and control.

 

Look out for the option to use “quick reply” templates, so that you can save FAQ responses or common messages to send on the fly, saving you time and effort.

 

Don’t forget that you can create events to your Google calendar or Office 365 directly from tickets, allowing you to plan a meeting or a workshop with a customer to solve a ticket query.

 

Our ticketing webinar was so chock-full of information, we couldn’t squeeze it all into the recap! If you want to see the full event, including a deep-dive demo of how the ticketing platform works, more information on AI-based ticket tagging, customizing your email and Customer Portal settings, and integrations with billing and reporting, check out the full webinar here.