Using an open source ticket system you will no longer oversee customer messages or answer them late
First class
service management
Quick and reliable communication with internal and external customers
Open source and free
Proven and extended functionality and a completely redesigned customer portal
Your decision
No subscription, no user limit.
Instead: individual service and fair prices
We are happy to reserve half an hour for a personal talk about how OTOBO can ideally support you. Free of charge and without any obligation.
Open source ticket system OTOBO
Various challenges - one solution
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Customer dashboard - all relevant information at a single glance
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Clear, concise display of current tickets
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Mit Integration eigener FAQ’s.
Self service portal for employees and customers alike
Single Point of Contact
OTOBO provides a modern employee and customer portal with a fully customizable Dashboard. The portal can thus be used as the central point to go for all topics relevant within a company. FAQmodule provides instant answers to frequently asked questions. That's great for service team and customers alike: your team don't have to deal with all cases and the customers get the information the are looking for very quickly.
Moreover, the portal is used to directly generate and work on tickets. Neat forms help collect all relevant information when creating the ticket. Targeted and very individually as they are created dynamically at run-time. Thus, messages requesting more information will be superfluous and all persons involved save precious time.
Use status notifications to inform customers and employees proactively and in a targeted manner about maintenance work or availiabilty of infrastructures.
More information on the new customer portal
Incident Management
Customer service
at the highest level
OTOBO ensures transparent and structured communication and more efficiency in your customer service. For example by making sure enquiries reach the right persons and by prioritising them based on predefined rules.
Response times are shortened by text modules and response templates. To make sure your service won't become anonymous, all templates and text modules can be individualised. The result: efficient customer service with a personal touch.
Moreover, the complete communication process and all resultant solutions are documented in the ticket. This makes working in teams easier and is audit-proof.
Learn more about OTOBO Features
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Sort tickets and solve them based on priority
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Transparent and traceable communication, even with more persons involved
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Filter functions for a better overview
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All important information at a single glance
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Targeted presentation to the people in charge
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Priorities & smart escalation mechanisms for timely processing
Service Level Management
SLA based response times
Customer requests, and thus tickets, have varying levels of urgency. Prioritising helps your Service Team to decide which incidents or enquiries need instant attention - and which ones can wait.
Reminders, pending time and intelligent escalation mechanisms based on your SLAs make sure that the service and response times agreed upon are met by escalating tickets beforehand to the right person if time gets short.
CMDB and Asset Management
All relevant info at a glance
Centrally manage your infrastructure and resources. Via the configuration management database – short CMDB – you can administer your complete inventory of IT infrastructure assets.
All those configuration items – short CIs – are gathered in your CMDB and presented with their relationships and interdependencies. In OTOBO, the CIs are also part of forms and ticket generation. Upon creating a ticket, customers can select the relevant device from a list with all elements assigned to them in the CMDB. The Service Team can directly access the information in the Agent Interface.
The CMDB controls your inventory of objects and products from hardware over software up to your vehicle fleet and machinery. It also provides important organisational and commercial information. User or departmental affiliations such as data about present value or purchase can be documented sustainably.
OTOBO Demos
Experience the new customer portal
Demo user: Felix
Password: Felix
Take a look at the agent Interface
Demo user: Lena
Password: Lena
We are happy to reserve half an hour for a personal talk about how OTOBO can ideally support you. Free of charge and without any obligation.
9 good reasons
Why companies go for open source ticketing with OTOBO
Helpdesk / Ticketing
Clear structures, efficient procedures
Ein Open-Source-Ticketsystem sorgt für klare Strukturen, und optimiert Abläufe und Prozesse. Anfragen erreichen zuverlässig den richtigen Ansprechpartner, Erinnerungen und Eskalationsmechanismen stellen sicher, dass keine Frage unbeantwortet bleibt. Alle relevanten Informationen sind an zentraler Stelle dokumentiert. Textbausteine und Antwortvorlagen sichern eine effiziente Bearbeitung und einheitliche Kommunikation nach außen.
Customer Self-service
More time for essential tasks
FAQs in the customer portal provide those searching with instant answers and make customers happy. FAQ articles displayed upon ticket creation and the dynamic generation of forms at run-time make sure all relevant information are provided. Automatic status notifications inform about ongoing work on systems. Giving your service staff time for their essential tasks. And clients quick answers.
UI/UX
Up-to-date and intuitive
OTOBO combines the broad, field-proven functionality of the market leader ((OTRS)) Community Edition with a completely re-designed Self-service employee/customer portal. The design by SANMIGUEL is up-to-date and intuitive, clean and attractive. The new interface is whitelabel and can be adapted to your Corporate Identity without much ado. Making your company look good.
Open Source
Stay independent & flexible
OTOBO is open source and free and we are not goingh to change that. The open source helpdesk is licensed under GNU General Public License V3 (GPLv3) lizenziert. Sie können OTOBO als Open-Source-Ticketsystem kostenfrei herunterladen, installieren und nutzen. Und Sie sind völlig frei darin, es an Ihre individuellen Anforderungen anzupassen. So machen Sie sich nicht vom Hersteller abhängig und können auch in Zukunft flexibel auf Veränderungen reagieren.
Data protection
Keep your data secure
You decide whether you want to install and use OTOBO in an SaaS model or on-premises and keep full control over your data. Stay independent and profit from the security advantages of open source software such as a big community checking the source code for potential security issues. Last but not least: Incorporate your Privacy Policy in the registration process for your OTOBO customer portal for GDPR compliance.
Security
Security by design
The security of your digital systems is of utmost imoprtance. OTOBO helps safeguarding it with SSL encryption, brute force protection, extended password policies and the possibility to enforce 2 factor authentication.
Internally, a comprehensive role and authorisation management controls which information and queues agents and customers can access.
Management
Reporting and compliance
OTOBO supports your service team's daily operations but also delivers valuable business insights for your management team. You can display the individually configurable reports and statistics in the dashboard or export them in various formats. Plus: OTOBO is audit-proof. A very solid foundation for your success.
Interfaces
Infinite integration
OTOBO is based on ((OTRS)) Community Edition, one of the most widespread ticket systems worldwide. It provides field-proven interfaces to important external applications and vendors such as SAP, Flectra, Baramundi etc. Thanks to the Generic Interface and XSLT Mapping Module you can seamlessly integrate existing third-party systems with OTOBO.
CMDB
Central CI management
The Configuration Management DataBase serves as central management hub for all your infrastructure elements and services including all their relations and inter-dependencies. As such, it is the base for high-level IT service and security management. Particularly conventient: OTOBO can display relevant CIs directly in the ticket, saving additional resources in your service.
Interested?
Let's talk about your requirements
