13 Dec
2012
13 Dec
'12
2:21 p.m.
We have an existing CRM system. Currently our support agents are copying the ticket ID over to the CRM system every time they receiving an ticket.
Anyone have any good idea how I can make the life more easier for my support agents?
Most CRM systems have an external API or the ability to accept cases by email. Adding the CRM system as an automatic CC on new cases being opened (and making the customer ids match, as someone else suggested) would go a long way. If you're really clever, create an email to the CRM system case system containing a URL that points to the OTRS ticket #. Beyond that, I think we'd need to know what CRM system you have.