Assign a contact to multiple customers. a contact is manager of multiple customers. He can't see tickets from multiple customers. Help!
We need to be able to assign a contact to multiple customers. We need this so our contact can see tickets from multiple customers of which he is the manager. Now he can only see the tickets from the customer he is assigned to. When trying to add him to another customer we can't because the email is already in use. If we want to do this now we have to manually change the email in the ticket. If this guy makes 10 tickets we have to manually change the email in 10 tickets. After responding from his own email, the ticket will jump to the other customer (at which his email is assigned). We really need a fix for this.
Detect ICT Support
shared this idea
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William Lombardi
commented
Yes, exactly! We have the same issue where a 3rd party consultant services multiple customers and needs to create tickets for those customers. It would be great if there could be a way to specify the customer he is working with on the portal or in the subject line of the email so that Atera would create the ticket under the proper account.
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George Pilarinos
commented
You cannot have the same user using the same email address under two different (Customers - Companies). If you will try to add the user with the same email that already exists, there will be a notification message that the user already exists.
As a workaround you can make use of email aliases via Atera for the preferred client.
Create a new contact and simply add a plus sign (+) and any word before the @ sign in your current email address (for example jane+1@gmail.com)
That would be an alias email address which is linked to the main one: jane@gmail.comMessages will still reach the client and you can have multiple contacts associated with the same client. But the ticket would be assigned to the customer that contact belongs (the original email address)
ONLY ISSUE with doing this work around is that you have so many duplicated users.