Hi Jean,
by hand. We use the CustomerID field in OTRS and fill it with the
customer id number from the CRM system. I'm pretty certain this can be
automated as well by using LDAP, but the simple integration works well.
It does depend on the support agent entering the CustomerID when
creating a ticket or when first responding to a ticket.
Arnold.
Op 13-12-12 01:09, Jean BROW wrote:
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]
<mailto:[email protected]>>
Op 13 dec. 2012 om 00:33 heeft Jean BROW <[email protected]
<mailto:[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
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