Migrate from Atera to Salesforce Service Cloud

Atera Tickets map directly to Salesforce Cases. Subject, description, status, priority, created date, and modified date migrate 1:1. Atera's ticket ID is stored as an external ID field ext_atera_ticket_id__c on Case for cross-system reference. Ticket tags migrate to Salesforce Tags or a custom multi-select picklist per the customer's preference. Ticket conversations migrate to EmailMessage records linked to the Case.

Atera Customers (MSP client organisations) map to Salesforce Accounts. Company name, domain, billing address, and custom fields transfer directly. Account is created before any Case or Contact import so that the AccountId lookup is satisfied at insert time. Duplicate account names trigger a merge review with the customer's admin before committing.

Atera Contacts map to Salesforce Contacts with the Contact-to-Account association preserved via AccountId lookup. Name, email, phone, and role fields migrate as-is. Role values (IT Manager, Finance Contact, etc.) from Atera map to a custom Contact role picklist if the customer's Salesforce org does not use a standard role field. We flag any Contact with no Account association for admin resolution before case import.

Atera Agents and Technicians map to Salesforce Users. Resolution is by email match against the destination org's User table. Atera enforces a strict per-technician seat count; when the CSV row count exceeds available Salesforce User licenses, we coordinate a pre-scheduled enable/disable sequence with the customer's admin following Atera's documented workaround. Agents without a matching Salesforce User are held in a reconciliation queue until the admin provisions the account.

Atera contracts (hourly, fixed-term, retainer, project-based) do not have a direct Salesforce standard object equivalent. We map contract type, rate, billing period, and SLA tier to a custom object Contract__c with fields matching the source schema. Retainer entries with flat-rate monthly billing require separate total-amount mapping against Salesforce's billing model. Contract-to-Account lookups are resolved at migration time using the Account external ID.

Atera SLA Policies define response time and resolution time thresholds per priority level. We map these to Salesforce Entitlements (the policy container) and EntitlementProcesses (the milestone definitions for response and resolution). Priority-to-Entitlement assignment migrates from Atera's priority-level SLA binding. Entitlements are linked to the Account object so that all Cases for that Account inherit the SLA cadence.

Atera allows custom fields on Tickets, Customers, Contacts, Contracts, SLA, Agents, SNMP, TCP, HTTP, and Generic forms. We detect the custom field schema during discovery, pre-create all custom fields in the Salesforce org (with type-mapped Salesforce equivalents: text fields, picklists, checkboxes, date fields), and map values during data migration. Custom fields on Ticket migrate to Case custom fields; custom fields on Customer migrate to Account custom fields, and so on.

Atera KB articles (title, body text, category assignment, attachment links) map to Salesforce Knowledge articles. Article body HTML may require sanitisation if Atera embeds scripts or proprietary markup that Salesforce Knowledge rejects. Categories map to Salesforce Data Category Groups. Attachments migrate as ContentDocument records linked via ContentDocumentLink to the article. We flag any embedded iframe or script content for admin review before publishing.

Tags on Atera Tickets and Customers are simple string values. We carry them through as-is and apply them to the corresponding Salesforce Case or Account. Tags on Tickets migrate to Salesforce Tags or a custom multi-select picklist field tag__c per the customer's preference. No value transformation is required.

Atera's RMM layer tracks devices (workstations, servers, network hardware) with hardware specs, software inventory, and health status. Device-to-Customer association maps to Asset-to-Account via the Account external ID. If the destination org uses Salesforce Field Service or Asset Management, standard Asset object is used; otherwise a custom Device__c object preserves the full hardware and software inventory schema. Health status and last-checked timestamps migrate as custom fields on the destination object.

Billable time logged against Atera Tickets feeds the PSA billing layer. We map billable hours, rate, and total to a custom TimeEntry__c object linked to the Case record, or to custom fields on Case if the customer uses Salesforce Time Tracking. Retainer entries require separate mapping because Salesforce does not have a native retainer accounting object at standard tiers.

Integration credentials and OAuth tokens are platform-bound and cannot be transferred between Atera and Salesforce. We document integration endpoints, data flows, and settings during discovery so the customer's admin can reconfigure them post-migration. QuickBooks and Xero mapping for billing data requires reconnection in the destination org. Office 365 and Google Calendar sync for technician calendars is not migratable and requires re-authorisation.