Contacts with the same name and a world of confusion in ticket management

reza

I have worked with different cultures where there are quite a few people with the same name in each company and on top of that, there are people that are dealing with two positions where their tickets cannot be mixed as their email addresses for each position is different. Unfortunately, Atera has not thought about this and assigning a ticket where there are multiple contacts with the same name requires you to do a trial and error which if you have automation that informs the user of a new ticket to have been assigned to them makes quite a confusion for them. The issues we have observed are:
1- The technicians are not able to see which one of these names are the actual email address that this ticket needs to be assigned to.

2-The users will receive tickets that might have sensitive information which has become a security issue at this stage.

3-In some cases, a cultural insensitivity issue has been raised as this is happening to a minority of users (the one in the screenshot is not of part of that to keep their information and names secure) where the question has been raised by them asking why this has happened to them but not the others and since we are only seeing this in Atera, it is quite hard to explain that this is a program feature issue and we can understand why they are not happy with this excuse.

A simple fix: I am sure there is quite a simple fix to show the email address of the contact where the contact name and customer name is shown. An I believe this should be fixed asap to help all of us.

Thanks,

R.

mbudke

Hi @reza ,

maybe as a workaround idea till Atera provides a fix:
Can you add the email to the surname for impacted user. Of course it makes it "special" again but then you have a solution until provided by Atera.

Matthias

reza

Hi @mbudke

Indeed you are correct. There are other workarounds as well. But the issue is, I am working on one of our offices with limited number of technicians to complete the test for less than 1K users and devices amongst the customers we have for this one office and dealing with the changes of contacts and keeping track of such a thing would be impossible and financially not feasible for us. At the end of this year, I should be able justify the migration from our current MSP software to Atera for all of our offices in the country. Dealing with small things like this is making it much of a challenge and there is no way we can keep up with all the contact changes with all customers and that is why we are syncing those with Azure and not adding them separately.

Thanks again for your kind help though,

Much appreciated,

Best,

Reza

dragos.t

Hello @reza,

Thank you for the feedback, we have forwarded this thread internally to our teams.

I also suggest posting/voting for this idea on our features board:

https://support.atera.com/hc/en-us/articles/360026647953-Use-The-Atera-Features-Board