Op 13 dec. 2012 om 00:33 heeft Jean BROW <everydaywow@gmail.com> het volgende geschreven:
I've made an integration like this one before. What we did is match the customer number in OTRS to the customer number in the CRM. Then in the CRM (in house developed web based) we simply wrote a query to extract the tickets for that customer number. The result is that the sales guys could also see the ticket history before going out to customers. Te only action needed by the agent is to enter the customer number once per customer (we could have probably also synced that).
> Hi all,
>
> My challenge is this -
>
> 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?
The alternative is to develop a button/link in the OTRS pages to push a ticket into CRM. I would estimate this to be more work (of course dependent on the CRM you use) and it requires an actin from the agent with each ticket handling.
Arnold
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