Dear All Overview: I have just downloaded the latest version of OTRS for Windows to evaluate for a small IT-Service Helpdesk dealing with external customers. Currently, I am using the default OTRS database as a backend but may wish to change this to auto-populate fields (i.e. customer). I'm new to OTRS - go easy with me! BTW, OTRS has a very nice look and feel about it - compliments to the developers! Background: Our customers are companies and support requests come from persons (contacts). There can of course be multiple persons in a company requesting support. From what I've read (mailing lists & admin manual) I believe the OTRS way of grouping persons by company is by using the same CustomerID. Otherwise, I could use a different database backend to auto-populate fields. Problem: I find that OTRS is person orientated and not company orientated. CRM systems like vtiger or SugarCRM, sort this out very well. I have read that OTRS can be configured to use other database backends. Do you know if and how it could be hooked into either vtiger or SugarCRM? I would really appreciate your comments for a complete beginner! Regards Oliver