OTRS and Sugar

Integrating OTRS with SugarCRM means that we let both solutions do what each can do best. Transferring data from accounts, contacts and contracts kept in SugarCRM enables OTRS to use this data without reentering, e.g. “Do we have a valid support contract?” or “Who is approved to request support?”. OTRS does the ticket handling in a great way. Basic data (e.g. ticket number, subject, status etc.) of those trouble tickets will be replicated to SugarCRM to make them visible for all other users. In the session we start with illustrating the benefit gained by enhancing seamless business processes across underlying systems. Then we will give an overview of the interface methods in use, which are available for customers and partners.

Uwe Eilers, Head of CRM Solutions
it-novum GmbH

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