Marco, yes, I agree with you. :) I don't know if it applies to the original request (associate customers with companies), but it does allow reducing queues for customers, potentially using the groups as "companies". As I think about it, in 3.0, one may be able to send a Notification (Event) to an entire group, and as far as I can tell, this is the only specific way OTRS can send any correspondence to an entire customer company, if all the customers of a company are members of that group.

On Tue, Jan 25, 2011 at 10:03 AM, Marco Vannini <marco.vannini@gmail.com> wrote:
indeed every installation and usage are to be evalueted... as usual, but, just to start, one has to understand the usage and feature that the tools offers and then plasm it at his organization/flow/needs


On Tue, Jan 25, 2011 at 3:54 PM, Gerald Young <crythias@gmail.com> wrote:
I don't really want to suggest that because of the reasons stated in the link I provided in the forums. (Briefly: customers of the same company may NOT need to know what other customers have submitted (the Company Tickets tab can give a customer that access for tickets that have the same customer_id (company) as the customer).

It is not possible for you to arrange customer<->groups and manage different group for different queue  ?
 
This is another conf method, do you agree ?


But a department head/manager may very well need to see tickets submitted for his company (see customer_ids).