Feature - Quick add customer user in Ticket Information

[dpalic]

The customer handling of new customers is really all but easy.

Now: if you click on a new customerID, you land on a customer creation page. If you want to create now a new customer user, the agent has to setup really everything manually.

Better:

From user experience it would be great to be able to click on the CustomerID. Here the user details, like e-mail addresses, the name (FROM field), company name (mostly the part behind @ in email) can be already pre entered, so the agent saves time

[dpalic]

strange I accidentially closed this issue, reopening

[rkaldung]

@dpalic Thank you for your suggestion. As far as I can see on the first sight your use case is not really complete:

• When I click on the CustomerID the link leads me to the CustomerInformationCenter not to a creation screen Have you changed sth in your system?
• You assume that the Customer is always the Customer User. From my experience it's a 50:50 chance depending on the setup that you have companies and customer user.
• The CustomerID points to a record of the configured CustomerCompany configurations, not customer user.

For me, this seems to be a very special use case. Wouldn't be a PostMaster filter better to create customer user and maybe customer based on the data? Like every time a new email from an unknown sender address is received?

[hanneshal]

No response. Closed

[dpalic]

Hi there, maybe you shall wait until you close quickly ;-)

Regarding the feature request. You are right if you work with real customers, which access the Ticket System. But if you think about tickets, which are not accessible to clients, you have the given issue.

E.g. a client sends a e-mail: this e-mail has to be manually added as a customer user and assigned manually to a customer. Assume the fact that persons are changing companies, and thus also new client contacts arrive. Every time a agent has to add the e-mail address to a customer user and assign it to a customer.

Assume also you have e-mail address info@example.com, which is getting handled as tickets for a organisation. Here you cannot create blindly a new customer, since every spam mail will cause a new customer creation.

So it shall be a job of a agent to decide if this e-mail shall be added to a customer user and thus to a customer.

[hanneshal]

Hi @dpalic

thanks for the explanation. Znuny (before OTRS) is no CRM and does not want to be one. It is designed to consume external backends from all kind of sources. The internal backend is mostly there because it has to be to support some of the features.

We understand that this may save some time, but if you are that serious with the customer / customer user management you should think about connecting a CRM solution.

A new button "Create Customer from Ticket" would be more appropriate solution to avoid interferences with the most of the users who use the CustomerID link to find tickets for the customer. We try to avoid double use of links. (Create vs Get vs Modify)

Maybe this is something for the 6.3. Release. The team will discuss this.

Regarding the quickly: We scan issues on a regular basis to keep the issue list manageable. 23 Days without response, after we added / requested information, hit our deadline.

Johannes

[rkaldung]

We will add a functionality to ease the creation of a customer user from existing tickets where no customer user is found in any of the connected data sources and the CustomerID is an e-mail address.