Customers

Customers in OTRS are organizations, companies or authorities. The real users are the Customer Users. A fresh OTRS installation contains no customers by default.

Create Customer

Customers can be added by using the link from the main menu and from the action menu.

To add a customer:

1. Choose a data source.

Select Data Source

2. Fill in the required fields.
3. Click on the Create button.

Add Customer Data

The following settings are available when adding this resource. The fields marked with an asterisk are mandatory.

Data Source *

In this section can be selected the data source for storing customers. Multiply data sources are supported, including external data sources like LDAP.

Note

External data sources can be read-only.

Customer Information

In this section can be added the full name and the internal name of the customer.

Customer *

The full name of the customer company. Any type of characters can be entered to this field including uppercase letters and spaces.

CustomerID *

The internal name of the customer. Should contain only letters, numbers and some special characters.

Valid *

Set the validity of this resource. Each resource can be used in OTRS only, if this field is set to valid. Setting this field to invalid or invalid-temporarily will disable the use of the resource.

Address

In this section can be added the address information of the customer.

Street

The street name of the customer.

Zip

The zip code of the customer.

City

The headquarter city of the customer.

Country *

The country of the customer. Choose a country from the list.

Miscellaneous

In this section can be added additional information for the customer.

URL

The web page or other URL of the customer.

Comment

Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity.

Customer List

Use this screen to browse through the valid customers. The customer list is available from the organizer sidebar.

Customer List

The customer list has no bulk actions. Clicking on the pencil icon in the column Edit opens the customer edit action.

It is possible to preview the customer business card by hovering the mouse over the customer ID or name of a customer. Clicking on a customer in the list opens the customer detail view.

Customer Detail View

Use this screen to see the details of a customer. The customer detail view is available, if you select a customer from a customer list.

Customer Detail View Widgets

Like other business object detail views, the customer detail view is also highly customizable. Some of the following widgets are displayed with the default installation, but others have to be added in the screen configuration.

Customer Information Widget

This widget shows information about the customer.

Customer Information Widget

The card shows the number of open and closed tickets. From the Action section it is possible to edit the customer. The Map section contains a link to view the customer address on a configured map. The URL in the Web section points to the customer’s website. The Social section contains search links for some social media or search engines.

Escalations Widget

This widget lists the escalated tickets. Escalated tickets are after the time set in service level agreement, and therefore needs to be worked on them immediately.

Clicking on a ticket opens the ticket detail view.

Escalations Widget

Reminders Widget

This widget lists the pending tickets. Pending tickets are set for later work by the agent, and the reminder time is going to expire soon.

Clicking on a ticket opens the ticket detail view.

Reminders Widget

Open Tickets Widget

This widget lists the open tickets. Open tickets represent the current work done by the agent.

Clicking on a ticket opens the ticket detail view.

Open Tickets Widget

Customer Users Widget

This widget is used to list all customer users belong to the customer. It is possible to edit the customer user and create tickets directly from the widget.

It is possible to preview the customer user business card by hovering the mouse over the username or name of a customer user. Clicking on a customer user in the list opens the customer user detail view.

Customer Users Widget

Ticket List Widget

This widget lists the tickets of the customer.

Clicking on a ticket opens the ticket detail view.

Ticket List Widget

Customer Detail View Actions

The following actions are available in the customer detail view.

Customer Detail View Actions

Organize

This column groups the following actions together:

Edit

This action allows to edit the customer.

People

This column groups the following actions together:

Add Customer User

This action opens the Create Customer User screen to add a customer user to this customer.