Not sure this is exactly what the original poster is asking. I believe we have the same issue, but our customers may send mail from their corporate e-mail, an e-mail address that they are sub-contracted to or a personal address. Is there any way to associate all these alternate e-mail addresses into one customer login so they see their complete history?

On 03/31/2011 10:03 AM, Gerald Young wrote:

Email and customerIDs don't have to relate to each other. A CustomerID is, essentially, a tag, label, group, or folder. It might be an email address or a Company Name. Pick your analogy. 

Read more here: http://forums.otrs.org/viewtopic.php?f=60&t=7531

On Thu, Mar 31, 2011 at 7:21 AM, Muhammad El-Sergani <msergani@gmail.com> wrote:

Hi all,

In our case, we deal with customers, that may email us from one or more email address. i.e.: trouble tickets might be opened from emails abc@example.com, def@example.com and/or support@example.com, Example.com being the customer company.

Looking into the system, all three emails will have 3 separate CustomerIDs, and thus, will be dealt with as 3 different customers.

Could someone help shed some light please?

Best Regards,
Muhammad El-Sergani.

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