OTRS works with many customer data attributes such as username, email address, phone number, etc. These attributes are displayed in both the Agent and the Customer frontends, and also used for the authentication of customers.

Customer data used or displayed within OTRS is highly customizable. The following information is however always needed for customer authentication:

Use configuration parameters of the following script in your Kernel/Config.pm file, if you want to display customer information in your agent interface.

    # Ticket::Frontend::CustomerInfo*
    # (show customer info on Compose (Phone and Email), Zoom and
    # Queue view)
    $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1;
    $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1;
    $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0;

Script: Kernel/Config.pm configuration parameters.