Hi Aron, I don't really understand your issue, by default incoming email is matched against your customer data sources, and the information will be linked to your tickets. Also, a customer company can have more customer users, of course. The only thing is that you will not be able to see a great deal of company information in the TicketZoom for instance. To do that you would need to modify some templates. You DO use a customer user data backend, right? -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Dec 23, 2009 at 9:58 AM, Aron Rotteveel wrote:

Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows:

Customer sends email to support@ourcompany Within OTRS, the e-mailadress is crossreferenced with the customer database If a match is found, the customer details are automatically set

Even better would be:

Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked.

Is any of the above possible? Thanks in advance. -- Best regards,

Aron Rotteveel

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