How to generate a Ticket without having to create a Customer

[edoa]

Hi there

I'm new to OTRS an this board and actually, on only have a quite simple question, to which I wasn't able to find a answer so far.
First I'd like to explain my situation, so you can understand why I don't want to create customers in my OTRS System.
We are a small IT company. Since business is going quite well we get lots of phones every day, and sometimes my boss picks it up and it is for me, and the other way around. So far, we used e-mails to keep us updated, but with all the other mails coming in, it is easy to miss something. I'd also like to get away from the order forms on paper, since it just looks poor to sell computers and still having to do all the important stuff on paper.

So I thought, something like a ticket system to keep track of what happens with requests from customers, orders etc. would be great. I set up a Windows Server 2012 and installed OTRS.
After getting it to work and testing it for a bit, I quickly realized, that I have to create a customer within OTRS in order to open a new ticket. Which makes great sense normally, but it doesn't really help me, since I want to keep it as simple as possible and I certainly don't have the time to move all the existing customers from our... ancient CRM into OTRS.

The question really is, does OTRS provide a way to generate tickets without having to create customers first? If this isn't possible, we will have to use our Outlook, but I would be very happy to use OTRS if possible, most of all to earn some experience with it for the future.

Many thanks

edoa

[wurzel]

Hi,

create a dummy user or disable mail adress syntax check.

Without Customer, OTRS is useless at the end.

... connect your CRM Directly to OTRS. See documentation in CustomerUser Section.

Flo

[edoa]

Hi,

create a dummy user or disable mail adress syntax check.

Without Customer, OTRS is useless at the end.

... connect your CRM Directly to OTRS. See documentation in CustomerUser Section.

Flo

Thanks for your helpful input! I never thought of a dummy user, but that is the obvious solution!

Of course without customers, OTRS is useless for most of you guys . I thought maybe there is a solution to get a mask when you generate a ticket where you can enter all the relevant data (name, address, phone number) and write the ticket and place it in a queue.
Right now, I installed OTRS to explore it a little and to also to extract the important stuff from Outlook in a different , tidier program, to get a better view of whats on.

In a next step I will try and connect our CRM with OTRS, but I think they won't like each other...
Our "CRM" is called Europa3000, and it is... crap, to be honest. But I'm going to have a look at those documentations you mentioned.

Again thanks for the helpful input. If someone else has a different Idea, I'm happy to try it out.

edoa

[crythias]

Can you export a user list as csv? You can import the list using excel to generate a user list.

[edoa]

Can you export a user list as csv? You can import the list using excel to generate a user list.

I'll look into that too, thanks for the hint. But I guess, a dummy customer is the best solution with the least amount of work for me right now...
Maybe this is a solution for the future though, we will see.
Thank you all for your help!

[onepresstech]

You can generate a ticket without a customer real or dummy. Just enter your a valid email address (this is allowed so that Agents can submit their own trouble tickets for whatever reason they feel is necessary). NOTE: I'm not recommending you do this though since the point of the Tickets is to be trackable at a customer level. See simple option below.

Simple Option: A simple alternative to a CRM integration would be to enter your company email address with the clientname as a prefix like "ClientJohnDoe@mycompany.com" when you create each new ticket. If your company email has a catchall account all these emails can be managed from that one central account that you and the others can all log into. You can manage them within OTRS and also interact via email using the reply feature of your mail client to ensure emails remain related to the appropriate "client". NOTE: Your email server would need to have a catchall account so that these email addresses would pass the OTRS email address validator.