Hello, sorry for confusion but I found the answer in http://lists.otrs.org/pipermail/otrs/2004-November/006722.html. The issue is that the OTRS doc is confusing by giving a "strange" example @ http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db Simple rule that I did not understand straight away: Customer interface gives access to tickets of customer users having the same customerID (via company tickets). CustomerID is not the unique identifier for "customer users", but for companies. Thanks again! From: Cheurfa Madani Sent: jeudi 11 mars 2010 11:46 To: 'itsm@otrs.org' Subject: Re: [itsm] R: customer_company table Hi ! One company with 20 "Customer Users" is indeed what I want: The 20 users should be able to see each others tickets. (via "CompanyTicket" feature). But I still do not understand how to implement it using the "Customer Company" entity. Looking at http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db I don't see any mean to use the company tickets feature in a manageable way. M.