[otrs]Re: OTRS + CRM Implementation

We faced a similar challenge: connecting OTRS with SugarCRM via a REST API so that tickets would be automatically pulled into the CRM along with customer data. This works through custom modules and field mapping between the systems. If relevant, we can share more detailed technical steps or help implement the integration for specific processes—our team at Zfort Group https://www.zfort.com is working on this.