Thanks for your replay Arnold. May I ask how you match the customer number in OTRS with the customer number in your CRM?
2012/12/13 Arnold Ligtvoet <[email protected]> > Op 13 dec. 2012 om 00:33 heeft Jean BROW <[email protected]> het > volgende geschreven: > > > Hi all, > > > > My challenge is this - > > > > We have an existing CRM system. Currently our support agents are copying > the ticket ID over to the CRM system every time they receiving an ticket. > > > > Anyone have any good idea how I can make the life more easier for my > support agents? > > I've made an integration like this one before. What we did is match the > customer number in OTRS to the customer number in the CRM. Then in the CRM > (in house developed web based) we simply wrote a query to extract the > tickets for that customer number. The result is that the sales guys could > also see the ticket history before going out to customers. Te only action > needed by the agent is to enter the customer number once per customer (we > could have probably also synced that). > > The alternative is to develop a button/link in the OTRS pages to push a > ticket into CRM. I would estimate this to be more work (of course dependent > on the CRM you use) and it requires an actin from the agent with each > ticket handling. > > Arnold > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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