Can agents see all tickets for a company

[wdrev]

I have many customers from each of many companies and my agents have to be able to see current tickets and ticket history for the whole company whenever a customer calls. This is because the users might be working on the same piece of hardware in two different shifts or something like that. This seems like a fairly common scenario but it is not immediately apparent how to accomplish that. Can OTRS do that?

Ideally, when a customer calls, I'd like the agent to be able to see all the current tickets and a recent history of tickets for that customer's company before the agent creates a new ticket. The customers rarely know, when they call, if a particular "box" has been having a problem but my agents need that info.

Thanks,

[crythias]

Yes, if all the tickets have the same customer_id. http://forums.otrs.org/viewtopic.php?f=60&t=7531