Frequently Asked Questions

Q: Can we just export the ticket info from Atera to QuickBooks, without exporting an invoice?

A: Unfortunately, this functionality is not supported by the QuickBooks Online (QBO) API.
To work around this, you can create a recurring contract in Atera and export Atera invoices to QBO instead.

Q: Can we change the Atera Invoice number?

A: Currently, no. The invoice number serves as the unique identifier for each invoice, and changing it may cause conflicts.
We may add this capability in the future with proper checks and restrictions.

Q: Can I see the description of the work done on the invoices?

A: Yes. If you’ve filled in the ticket and time entry descriptions, you can create invoices at one of three levels: Contract, Ticket, or Time Entry.
The invoices will display the descriptions for all levels above the one you’ve chosen.
For example: If you create invoices at the Ticket level, the invoice will include both the Contract and Ticket descriptions.

Q: Can I add my own logo to the Atera invoice?

A: Yes. You can add your logo by going to Admin > Whitelabel > Reports and Invoices.

Q: Can I create a “Freestyle” invoice?

A: Yes. You can create an ad-hoc invoice and edit existing ones (soon this will also be available when your account is connected to external accounting software).
When editing, you can select from available items or add new ones manually.

Q: Can I connect my account with Xero as well?

A: Yes. Atera also integrates with Xero. You can read more about the Xero integration here.

Q: Will invoices sync back from QBO to Atera?

A: We will soon add support for invoice status sync from QBO back to Atera.
However, please note that changes made directly in QBO — such as updates to line items, rates, products, or taxes — will not be reflected in Atera.
To ensure Atera always reflects the latest data, make all invoice edits in Atera before exporting.

Q: Can I edit the email on the invoice?

A: Currently, you can edit the email address only on ad-hoc invoices.
This functionality will soon be available for invoices created through batch invoicing as well.

Q: How does Atera determine which email address appears on invoices exported to QuickBooks?

A: When preparing invoices for export to QuickBooks, Atera automatically includes an email address on each invoice.
The email is selected from the Customer’s list of Contacts based on these rules:

• If one or more contacts are marked as Main Contact, the first Main Contact is used.

• If there are no Main Contacts, the first available contact is used instead.

Note: Atera does not retrieve the customer’s email address from QuickBooks Online (QBO).

To ensure the correct email address appears on invoices, please create a Contact in Atera with the desired email address and mark it as the Main Contact.

Note: This behavior cannot be “turned off,” as it is part of Atera’s invoice export design. If you would like this process to be configurable or wish Atera to pull the customer email directly from QBO, it would require new development and should be submitted as a Feature Request.

Q: Will I lose all Atera products and services once I start the wizard to connect to external accounting software?

A: No. Nothing changes until you complete the connection wizard.
You can safely test the connection without affecting your setup.
Even after committing changes, you can disconnect from QBO/Xero and return to your previous configuration at any time.