OTOBO / Znuny Customer Management

Setting Up a Customer

Introduction

In the OTOBO ticketing software, customer data management plays a central role in efficient Customer Relationship Management (CRM). With OTOBO, you can effectively add, edit, and manage customer companies in the system to handle customer service and support requests seamlessly. Whether for IT support, customer service, or any imaginable helpdesk scenario – OTOBO offers comprehensive support.

Handling customer information in your helpdesk system is crucial for setting up successful customer support. OTOBO provides an intuitive interface for customer data management, accessible via the Customers module within the Users, Groups & Roles group. Initially, a fresh OTOBO installation contains no customers, so the first step is to add them to your system.

Customer Overview

The customer management interface [1]

Adding a Customer

To add a new customer, click the Add Customer button. Then, fill in the necessary fields and confirm with Save.

How to add a customer to OTOBO [1]

Editing a Customer

Editing customer details is similarly straightforward. Select a customer from the list, adjust the data, and save the changes.

Editing customer details [1]

Settings for Customers

When you add or edit customers in OTOBO, various setting fields are available. Personal data such as Customer ID, Customer, Street, ZIP Code, City, Country, and URL can be edited. An additional Comment field provides space for supplementary information. The Validity ensures that only active customers are maintained in the system.

Linking Customers with Groups

To increase usability and efficiency in managing customer access, OTOBO allows assigning group permissions to customers. This feature makes it easier to organize permissions across teams and optimizes the management of customer access to support requests and tickets. By using group permissions, you can ensure that customer requests are processed effectively and managed centrally via the ticketing system.

Summary

The efficient management of customer information is a crucial factor for the success of your support team. OTOBO offers a robust solution for managing customer data and permissions to maximize the effectiveness of your customer service. By adding customers to the system, editing their details, and assigning them to specific groups, you significantly improve the quality and efficiency of your customer support.

Learn more about the capabilities of OTOBO and discover how our software can transform your customer care.

Customer-Group Relations

The efficient management of customer-group relations is an indispensable part of customer care in any helpdesk and service management system. OTOBO offers extensive features that allow administrators to link customers with groups, thereby enabling fine-grained access control over support requests and tickets. This guide will walk you through the process of setting up and managing customer-group relations within the OTOBO software.

Linking Customers and Groups in OTOBO

Management of customer-group relations [1]

To make customer service and helpdesk management in your company more efficient, it is crucial to properly assign customers to groups. This assignment allows for targeted control of access to tickets and increases transparency within the support process.

Activating Customer-Group Support

The comprehensive setting options of OTOBO allow administrators to decide individually which customer-group functionalities should be used. The basic prerequisite for using this feature is the activation of customer-group support in the corresponding backend. For the standard OTOBO backend, this setting can be found in the system configuration.

Activation of customer-group support [1]

Administrators who require a more specific configuration or use multiple backends can create additional configuration files.

Steps for Assigning Customers to Groups

Assigning customers in OTOBO requires only a few steps:

1. Select a customer and the desired permissions to link them with one or more groups.
2. Confirm the selection with the Save button.

Assigning groups to a customer [1]

The assignment of multiple customers to a specific group works analogously:

1. Select a group and the corresponding permissions you want to use for the connection with customers.
2. Complete the process with Save.

Assigning customers to a group [1]

Customizing Default Customer Group Settings

OTOBO offers the ability to customize default settings for customer groups. This is achieved by changing the CustomerGroupCompanyAlwaysGroups setting, which allows you to automatically assign specific groups to all customers.

Customizing default customer group settings [1]

Final Remarks

By using the customer-group functionalities in OTOBO, the efficiency and effectiveness of your customer support can be significantly increased. The careful assignment of customers to groups enables detailed access control, ensuring optimized ticket processing and improved customer service.

Discover the extensive possibilities of OTOBO to perfect your customer service and become a market leader in terms of efficiency and customer satisfaction.

Permissions in Customer-Group Relations

The fine-grained control of access rights in connection with linking customers and groups is an essential feature that OTOBO offers its users. This allows for differentiated rights management within ticket and support management, which increases the security and efficiency of the customer support process. In OTOBO, various permission levels are available by default, which can be used when assigning customers or vice versa.

Same Customer

Allows customer users to access tickets created by customer users of the same company. This is done by matching the ticket's CustomerID with the CustomerID of the viewing customer user. The use of this permission enables joint ticket processing or viewing within a company, thereby promoting the collaborative support process.

Read-only (ro)

Provides read-only access to relevant resources. Customers or customer users with this permission can view information or tickets without being able to edit them. This is particularly useful for offering customers transparency while maintaining control over the processing of tickets and data.

Read-write (rw)

Grants full read and write access to the assigned resources. Users can not only view information and tickets but also actively edit them. This permission is suitable for situations where customers or specific user groups are to be directly involved in the processing of requests or problem-solving.

INFO

Checking a checkbox in the column header enables or disables all checkboxes in that column. This option allows for a quick and efficient assignment of permissions for all customers or groups in a specific category.

Summary

The described permissions are an integral part of customer-group management in OTOBO. They allow administrators to adjust access and editing rights within the system to match the requirements and policies of the respective company. This contributes to a more secure, better controlled, and more efficient ticketing and support process.

In OTOBO, you thus have the opportunity to control customer support in a targeted manner while flexibly responding to the needs and security requirements of the company. Use these permissions to optimize your customer service management and contribute to an improved customer experience.