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Jean BROW

12 Dec 2012 12 Dec '12

11:33 p.m.

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? Thanks.

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Arnold Ligtvoet

12 Dec 12 Dec

11:56 p.m.

Op 13 dec. 2012 om 00:33 heeft Jean BROW het volgende geschreven:

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?

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). 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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Jean BROW

13 Dec 13 Dec

12:09 a.m.

Thanks for your replay Arnold. May I ask how you match the customer number in OTRS with the customer number in your CRM? 2012/12/13 Arnold Ligtvoet

Op 13 dec. 2012 om 00:33 heeft Jean BROW het volgende geschreven:

...
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?

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).

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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Arnold Ligtvoet

7:56 a.m.

Hi Jean, by hand. We use the CustomerID field in OTRS and fill it with the customer id number from the CRM system. I'm pretty certain this can be automated as well by using LDAP, but the simple integration works well. It does depend on the support agent entering the CustomerID when creating a ticket or when first responding to a ticket. Arnold. Op 13-12-12 01:09, Jean BROW wrote:

Thanks for your replay Arnold.

May I ask how you match the customer number in OTRS with the customer number in your CRM?

2012/12/13 Arnold Ligtvoet mailto:arnold@ligtvoet.org>

Op 13 dec. 2012 om 00:33 heeft Jean BROW mailto:everydaywow@gmail.com> het volgende geschreven:

> 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?

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).

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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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David Boyes

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.

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Arnold Ligtvoet
David Boyes
Jean BROW