Users are people from your organization who may request technical support from you. Each user can have multiple email addresses associated with them, allowing tickets and communication from any of these addresses to be linked to the same user. For each site, you can designate a main user. Users can interact interact with you via phone, email, the Service Portal, or by generating a ticket using the CTRL + F12 hotkey from their workstations.

Manually create users

You can create a new user manually when someone reaches out for the first time and isn’t yet in your system. You can also open a ticket while adding the user, and they’ll receive automatic email notifications as it’s updated.

To create a new user manually:

1. Click New > User in the menu bar (top of screen).

The New User page appears.

2. Fill out the form:

• Site, Name, and Email are mandatory fields. 
  • Additional email addresses can be assigned to the user later. Learn more
• Phone: Enter the user's phone number.
• Mobile phone: Enter the user's mobile phone number.
• Department: Select the relevant department from the dropdown list. Learn more
• Job title: Enter the user's job title.
• Related devices: Assign a primary agent to the user. Learn more
• Permissions:
  • Main site user: You can designate the user as the main site user. They'll then be able to see all tickets under their site in the Service Portal.
  • Disable automatic ticket creation on emails from the user: By default, Atera automatically creates tickets when users send emails to the support address. Check the box to disable this feature for the particular user.

3. Click Create.

The new user is added and appears within the Site > Users page.

Automatically create users

Automatically create a new user when a ticket is received from an unrecognized email address. Configure your email settings, including support addresses and forwarding, to control how contacts are created. Learn more

To automatically create users:

1. Go to Admin > Support and ticketing > Email Settings > Advanced settings.

2. Under Automated actions, enable Create a new user when a ticket is received from a new email address. Then click Save.

New users will now be created automatically whenever a ticket is received from a new email address, ensuring all incoming requests are captured and linked to a user.

Import users

Sites and users can also be imported directly to Atera in bulk. For more information, see Import data to Atera

Entra ID integration

By integrating with Microsoft Entra ID (formerly Azure AD), Atera allows you to effortlessly import and synchronize your organization's users, ensuring your Atera users are always up-to-date. Learn more

Send email to new user

Send a welcome email automatically to newly added contacts with customized content, including the option to send portal credentials. For more information on including portal credentials, see Provide portal credentials - Automatic Password Provision Upon Contact Creation

Note: The email will be sent to users added manually and automatically.

To send an email to a new user:

1. Go to Admin > Support and ticketing > Email Settings > Advanced settings.

2. Under Automated actions, enable Send email to new user. Then click Save.

New users will now receive immediate, predefined communication — helping streamline onboarding and improve response times.

Deactivate a user

Deactivate users that are no longer active or relevant to keep your user list organized. You can reactivate them at any time if needed.

Note: Once deactivated, users cannot create new tickets. However, any existing tickets are not affected.

To deactivate or delete a user:

1. Go to Site > [Site] > Users. Then select the user.

The User page appears.

2. Click the ellipses menu (...) and click Deactivate.

A confirmation window appears.

3. Click Deactivate user.

Once deactivated, the user can no longer create new tickets — via email, the Service Portal, or other supported channels. Any existing tickets remain unaffected.

Deactivated users are marked with a 'Deactivated' pill in the Site > Users page.

Activate a user

Activate a user to restore access for someone who was previously deactivated.

To reactivate a user:

1. Go to Site > [Site] > Users. Then select the user.

The User page appears.

2. Click the ellipses menu (...). Then click Activate user.

Once reactivated, the user can create new tickets again — via email, the Service Portal, or other supported channels.

Activated users are marked with an 'Active' pill in the Site > Users page.

Delete a user

Delete a user when they are no longer relevant to your organization. While this removes the user from your system, any existing tickets remain unaffected. You can recreate the user at any time if needed.

To delete a user:

1. Go to Site > [Site] > Users. Then select the user.

The User page appears.

2. Click the ellipses menu (...). Then click Delete user.

A confirmation window appears.

3. Click Delete user.

Once deleted, the user can no longer create new tickets — via email, the Service Portal, or other supported channels. Any existing tickets remain unaffected.