Custom Contact Fields

This feature makes it possible to create new customer dynamic fields, which can store customer data from integrated external customer databases as contacts in a ticket. In an additional configuration interface, it is possible to define whether the new dynamic field type should:

  • Store one or more customers.

  • Add an additional navigation option in the external interface.

  • Include additional contacts in the ticket communication.

  • Restrict the adding of new contacts based on customer number or postal codes.

  • Be filterable for certain attributes.

Furthermore, event-based notifications can now be configured to be sent to contacts that are stored in the ticket.

This feature is perfect for all businesses that have to deal with different groups of customers, partners or sub-contractors, as it adds, in addition to the customer detail view, a second possibility for storing customer data in a ticket and including it in communication processes.

Benefits
  • More flexible and enhanced storage of external customer data in tickets.

  • More transparent and automated communication with business partners, sub-contractors or suppliers.

  • Seamless integration of external customer databases into OTRS.

Target Groups
  • Customer service organizations with many partners or sub-contractors

  • External IT service providers

  • Call centers

  • Web, PR or marketing agencies

  • Consulting businesses

  • Sales departments

Available in Service Package
  • SILVER, GOLD, TITANIUM, PLATINUM

Package Name in OTRS Package Manager
  • OTRSCustomContactFields

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