Identifying customers

[nardis347]

I hope this won’t be too much of a dummy question. We recently integrated OTRS 4 as our ticket system. We now want to evaluate the service demand per customer. At the moment, we use the email address from which the email is sent as customer ID, which gives us an idea. However, customer’s email addresses extensions do not also correspond with the actual name of the customer, so we get polluted statistics. We registered all our customers in the system, is there any way to add them as a category to the ticket settings?

[RStraub]

Make sure to understand the difference of customer and customer-user.

From what I read, you want to know which person belongs to which company. For a person, the email is the unique-identifier. For a company, the CustomerID is.

If that is set up correctly, you could get all tickets that belong to a company, e.g. via the customer-information-center.

[nardis347]

Thank you for your answer! We currently use the email as the customer ID. However, I did not find a way to change this setting. Can you help me out here as well?

[crythias]

Hope this helps: viewtopic.php?f=60&t=7531

[nardis347]

That is a big one, thanks a lot.