Option to unlink Contact from Agent
Currently, if there are multiple Tickets open from one Contact, and the Agent is changed on one, it is automatically changed on the other. This causes issues in three cases.
1- If there is a main Contact for a Customer that all requests go through, there will likely be multiple Tickets open for different devices.
2- For new user/hardware deployments, requests generally come from one Contact. We may get a couple in a row, somewhat overlapped, but unrelated.
3- If a user has multiple devices and has a ticket open for each, as stated in the request below
https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44068440
It would be nice to have an option (maybe a checkbox on the Contact) to unlink Agents from the Contact so the Contact can have multiple Tickets but Agent changes to not sync across tickets.
Luke A
shared this idea
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Ben Ahlquist
commented
IMO the agent on the ticket itself should remain static - as that ticket likely applied to that specific agent. I didn't realize the agent field would dynamically change when a user's profile is updated with a new agent (for instance, in an equipment refresh). And, I didn't realize the User's Related Agent field would change when I change the "Device" field on the ticket.
We reuse and repurpose our equipment and it would sure be nice for the ticket history to follow the equipment/device/agent. We also have users who use multiple devices (also see here: https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44068440-assign-a-contact-to-multiple-agents-and-or-assign) - a ticket they send in might apply to any one of those devices they "own".