Major Flaw - tickets get permanently deleted if a contact is deleted
This is a major flaw. We have no idea how many tickets we have lost because of this.
Tickets should be linked to the customer not the contact.
Contacts can be employees who might get fired, quit or come back.
If you delete a contact it should just get hidden so that it can't be used on new tickets. And the contact should still show up on old tickets and should be allowed to be used in reporting.
And there should be a way to show deleted contacts incase the employee comes back.
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Dave Webster commented
Not having an archive option has been a nightmare for me for years.
its that much of a legal issue we have just had to leave customers running in perpetuity because of this as it applies to customers and contacts! -
Paul Johnson commented
I had to stop deleting contacts that were no longer with the company because I had noticed the tickets going away as well. The longer this goes on the harder it will be to keep up with who is active and who is inactive.
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Matthew Stubbs commented
I was wondering if there is any update on this from Atera? we are due to start using tickets and it will make a big difference. So far we have been using it to get monitoring and updates and control of clients systems but are moving to more managed service and need ticketing to tie to the agents for ease of use and continuity to the system
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tylerp tylerp commented
post was Jan 11, 2023 - wow, It's a good thing I'm reading the comments before making a decision.
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Thomas DUBREUIL commented
It's one of the (millions of) flows in Atera support system.
The solution would be quite simple : make a bin/trashbin for contacts (like in FreshDesk) so contacts are removed from client but not totally deleted.
I allready proposed this few times ago...it's a lost hope
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Diego Romero commented
It should link the ticket to the device not the contact..
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Sean Esler commented
Agreed. Must have for any technical support or MSP. Just the ability to archive tickets/contacts/customers would be the solution.
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Scott McIntosh commented
I was about to sign up for this, loved it during the demo. I think I will add a fourth to my demo list to buy some time. This is a deal breaker for me.
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Ben Ahlquist commented
Fully agree here too! We rely heavily on the historical reference value in resolved tickets. Having tickets completely vaporize when doing user housekeeping is not a good thing at all. It's really going to irk me to have old terminated users floating around in our Atera instance, solely for the reason we don't want to lose the tickets they "own"; but I don't see another way around this.
The other problem is this will potentially ruin some of our year-over-year ticket reporting data.
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Kevin Jenks commented
I agree. It's wrong that deleting a contact, deletes tickets. Perhaps the fix for it is, if you are deleting a contact, you could create a drop down to re-assign tickets to another contact at that customer. Or attach the ticket to the customer as Danny suggested.
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Mehran Ajaz commented
Is there an update on this?
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Dennis Schraa | Digisens commented
Things like this are sometimes an dealbreaker for me to use Atera.
Today i wanted to block technicians the acces to the billing section.Like employers have nothing to do with the billing section. But then i deselect billing in the Roles and suddenly they cannot Add a new knowledge base Article. Like what??