Feature Add-on

Custom Contact Fields

This Feature Add-on 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 OTRS Customer Portal
  • 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 Add-on 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 OTRS Customer Information Center, a second possibility for storing customer data in a ticket and including it in communication processes.


  • 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