I found that when you zoom into a ticket, on the right side, you will had a column that displaying: Customer Info: Firstname: Lastname: Username: Email: This column also same as the one when you click on "Phone Ticket" on top of the navigation bar. When you type in the customer's name in the From: field, and clicked search, you get the information displayed on the right side: Customer Info: I also did found that this column template is located in: /opt/otrs/Kernel/Output/HTML/Standard/AgentCustomerTableView.tpl I wished to add the `comment` field whereby this field is original held in otrs. Located in table: customer_company. Field: `comments`. Of course, this customer must match with the company with the same customerID. The output will be something like: Customer Info: Firstname: Lastname: Username: Email: Company Comment: <The company description...> Best Regard, Kent Lee