Customer Users

Customer users in OTRS are the real people who work at or are related to Customers. A fresh OTRS installation contains no customer users by default.

Create Customer User

Customer users can be added by using the links in the main menu and in the action menu, as well as by using the Add Customer User action in a customer detail view.

To add a customer user:

  1. Choose a data source
Select Data Source

Select Data Source

  1. Fill in the required fields.
  2. Click on the Create button.
Add Customer User Data

Add Customer User Data

The following settings are available when adding a customer user. The fields marked with an asterisk are mandatory.

Data Source *

In this section, select the data source for storing customer users. Multiple data sources are supported, including external data sources like LDAP.

Note

External data sources can be read-only.

Personal Information

In this section, personal information about the customer user can be added.

Title or salutation
Some name prefixes can be added here like Mr., Dr., Jr., etc.
Firstname *
The first name of the customer user.
Lastname *
The last name of the customer user.
Email *
The email address of the customer user.
CustomerID *
The customer ID of the customer’s company, also known as the customer to which the customer user belongs.
Phone
The phone number of the customer user.
Fax
The fax number of the customer user.
Mobile
The cellphone number of the customer user.
Address

In this section, address information about the customer user can be added.

Street
The street name of the customer user.
Zip
The zip code of the customer user.
City
The city of the customer user.
Country
The country of the customer user.
Login Credentials

In this section, login credentials for the customer user can be added.

Username *
The username of the customer user.
Password
The password of the customer user. The password can be restricted by the admin-configured password policy.
Valid *
Sets the validity of this customer user. Each customer user record can be used in OTRS only when this field is set to valid. Setting this field to invalid or invalid-temporarily will disable the use of the customer user.
Security

In this section, security restrictions for the customer user can be changed.

Login Forbidden
The login is forbidden if the customer user has reached the maximum number of failed logins. In this case, the ability for the customer user to login can be re-enabled here.
Miscellaneous

In this section, additional information for the customer user can be added.

Comment
Add additional information to this customer user. It is recommended that you always fill this field with full sentences for better clarity.

Customer User List

Use this screen to browse through the valid customer users. The customer user list is available from the organizer sidebar.

Customer User List

Customer User List

The customer user list has no bulk actions. If the customer user is online, an icon is active in the Chat column. Using this icon, the agent can start a chat with the customer user. A special column in this list is the column Create. Clicking on the icon in this column opens the create ticket screen. Clicking on the pencil icon in the column Edit opens the edit customer user action.

It is possible to preview the customer user business card by hovering the mouse over the username or the name of a customer user. Clicking on a customer user in the list opens the customer user detail view.

Customer User Detail View

Use this screen to see the details of a customer user. The customer user detail view is available when you select a customer user from a customer user list or from a widget where customer users are displayed.

Customer User Detail View Widgets

Like other business object detail views, the customer user detail view is also highly customizable. Some of the following widgets are displayed with the default installation, but others have to be added in the screen configuration.

Customer Information Widget

This widget shows information about the customer user and about its customer.

Customer Information Widget

Customer Information Widget

The cards show the number of open and closed tickets. If the customer user is online, the icon is active in the Chat section. Using this icon, the agent can start a chat with the customer user. Clicking on the icons in the Create section opens the create ticket screen. From the Action section, it is possible to edit the customer user or the customer. The Map section contains a link to view the customer’s address on a configured map. The URL in the Web section points to the customer’s website. The Social section contains links to some social media pages or search engines that are related to the customer user or the customer.

Escalations Widget

This widget lists the escalated tickets that are related to this customer user. Escalated tickets are tickets that remain open after the time that was set by the customer user’s service level agreement; therefore the ticket needs to be worked on immediately.

Clicking on a ticket opens the ticket detail view.

Escalations Widget

Escalations Widget

Reminders Widget

This widget lists pending tickets related to the customer user. Pending tickets are set for work at a later date by the agent, and the reminder time is going to expire soon.

Clicking on a ticket opens the ticket detail view.

Reminders Widget

Reminders Widget

Open Tickets Widget

This widget lists the open tickets related to the customer user. Open tickets represent the current work to be done by the agent.

Clicking on a ticket opens the ticket detail view.

Open Tickets Widget

Open Tickets Widget

Ticket List Widget

This widget lists all of the tickets related to the customer user.

Clicking on a ticket opens the ticket detail view.

Ticket List Widget

Ticket List Widget

Customer User Detail View Actions

The following actions are available in the customer user detail view.

Customer User Detail View Actions

Customer User Detail View Actions

Communication

This column groups the following actions together:

Create Phone Ticket
This action opens the New Phone Ticket screen in which the customer user will be pre-selected.
Create Email Ticket
This action opens the New Email Ticket screen in which the customer user will be pre-selected.
Create SMS Ticket

This action opens the New SMS Ticket screen in which the customer user will be pre-selected.

Note

Additional contract is needed to use this action.

Start Chat
This action allows the agent to start a chat with the customer user. This action is visible only if the customer user is online.
Organize

This column groups the following actions together:

Edit Customer User
This action allows you to edit the customer user.
Views

This column groups the following actions together:

Login as Customer User

This action opens the external interface and logs in as the selected customer user.

Note

This action is not enabled by default.