While I appreciate the update, I just tested it on a user which I know isn't needed and when I went to create a ticket, their name still shows up. It would be amazing if when a user is deactivated, they no longer will show up in the dropdown list when you go to create a ticket, that way there are less contacts to slog through.

This has recently happened with one of our customer in the MSP sector.

This is OK but the larger issue is that tickets are so difficult to move between contacts and contacts cannot be merged, this is a big issue when domain changes occur as the only way to prevent the issue is to manually update each users email per contact

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!

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.

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

post was Jan 11, 2023 - wow, It's a good thing I'm reading the comments before making a decision.

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

It should link the ticket to the device not the contact..

Agreed. Must have for any technical support or MSP. Just the ability to archive tickets/contacts/customers would be the solution.

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.

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 We rely heavily on the historical reference value in resolved tickets.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.

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.

Is there an update on this?

Just to add, if there was a "disabled" toggle, please expose this to the API so we can integrate it to our other platforms

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??

This is critical and leads to the question of the AD sync. if a user is deleted from AD, are the Atera tickets deleted without our knowledge? Contacts should be deactivated. what is the ticket has hours which haven't been billed and it is just deleted?
deactivating could really be just as simple as hiding the user in the ticket requester dropdown field or graying them out or something like that in that ticket field and then identifying them as disabled in the company contacts screen.
i would also like the ability to reassign all tickets from one contact to another, but that, while important, doesn't cause deletion of data i need like deleting a contact does.

Restore tickets once a contact is deleted

Also allow us to merge devices and their tickets, and remove/archive devices without deletind tickets

Aug 24, 2022, 22:32 GMT+3
Since Tickets are associated with a Contact - and - if you delete a contact - you delete all of their associated Tickets - you are therefore deleting tickets which are relative to the company you support. Historical data is very valuable to any business. I offer the following suggestions:
1) Rather than Delete a contact - suggest disable a contact -or- rather put in a function to reassign historical ticket information to another person under their organization.
-or-
2) Align the tickets with company rather than the individual.