Power up your ticket automation

Classify ticket tags automatically using AI to get better results, faster. Atera Plus is the smarter way to manage your tickets and ensure that nothing falls by the wayside.

There are six ways to create tickets from within Atera. Your technicians have the power to craft them up manually, your user can use the hotkey combo of CTRl+F12, or they can create a ticket automatically by sending an email to support. Alerts can prompt tickets either manually or automatically, and your users can also create a ticket using their Customer Portal. Ticketing, just not as you know it.

Remember, when necessary a ticket can even be created during a chat session. You can also create tickets ahead of time, plan recurring tickets for repeated tasks, and build a schedule that works for you.

Think of your ticketing system as the easiest way to communicate with all the people involved in your daily work. Need to open an issue with a customer? Ticket. Want to reply to a customer about troubleshooting or a pressing issue? Ticket. Must reassign a task to another user or team member, or maybe even escalate the problem to a new department? Ticket, ticket, ticket.

Speed up your repetitive and manual mundane processes by creating customized Quick Reply templates based on your user and business requirements, such as welcoming them to your service, resolving an issue, password resets, service updates, and beyond infinity.

Search through your tickets based on specific client environments or across all tickets to discover similar use cases and enable quick resolutions. You can even create your own custom fields to search by, or use our pre-set standards such as priority, business impact, due date, status, or the product in question. Clear the search in a single click and start over to begin a new filtering process, or save filters for later so you can go back and view it anytime.

Automations project your IT support into the future and streamline the way you work – freeing up valuable time so you can get back to the things you enjoy doing, and why you got into IT in the first place.

With Atera, you can create as many unique automation rules as you like: send emails to customers to update them on ticket status, auto-assign tickets to the right technicians for the task, and set time or event-based triggers that work with your business context. Our ticketing system is your new playground.

Customer feedback is the proven way to keep improving your processes and ensure you’re raising those satisfaction scores and NPS rates. Our customer satisfaction surveys are built directly into the ticketing process to make it easier for your users to provide the feedback you need so you can continually improve your level of service.

If you’re not already benefiting from ticket tagging – buckle up because you’re in for one heck of a ride! Atera’s innovative AI solution automatically assigns tags based on keywords to help you better organize and/or extract information from your tickets. Auto-tags categorize tickets based on topics such as password management, configuration changes, specific hardware such as printers, or even the status of any given hardware. You can also manually create and add these tags yourself, and even search for them.

Atera’s Office 365 integration uses Outlook’s existing interface to schedule your calendar events so that you and your team can easily see all scheduled events from within the tickets themselves. When you update your calendar, this will be automatically updated in any ticket that’s impacted, too. Connect a single calendar for each account, including a shared calendar for your whole team to ensure seamless visibility and transparency across your staff. Google Calendar is also available for exporting event and ticket information.