Hi Alexander, This is what we did: - creation of a dummy user (in our case I named it : 00phone ) as 0 is one of the bigger key on the keyboard and you need at least two char to begin the auto research - creation of freefield named Phonefor00phone. That field will contain the phone number of the customer It is cleat that you loose a bit of the functionality of OTRS about the history as all non-email users are mixed, but I see no other solution at the time being. Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.