Modern customer portal
Because that's how your customers see you
The customer portal is the face you show your customers and employees. That's why we asked the UI/UX experts from SANMIGUEL to do a complete re-design and make it fit for the next decade.
The new user interface is modern and attractive, and at the same time clean and intuitive. The re-design was aimed at a new reduced, and up-to-date look as well as strong improvements in user experience. The new clear structure makes using OTOBO easier and thus improves the quality of incoming requests.
The new design is whitelabel – meaning it is easy to adapt to various CIs. We are much looking forward to seeing OTOBO with many different faces.
Step by step, the OTOBO agent and public interface will follow suit in the next OTOBO releases.
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Customisable dashboard outlining all relevant information
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Transparent and compact ticket overview
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Dynamic panel gives room and structure
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Dynamic field content: hierarchically created. Asking for relevant data only.
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Extended field descriptions for a much easier start
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OTOBO exclusive: multiple form columns
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Hide/Show: Make sure only required fields are displayed.
Optimised forms
Enhanced form functionality to meet complex requirements
The ((OTRS)) Community Edition's form features have been enhanced in many ways for OTOBO.
At first glance the clean look of the new forms pops to the eye. The new dialogue-based interface corresponds to recent findings in the field of UI/UX.
Generated at run-time, the forms enable you to very differentiatedly capture only data relevant to the specific case. They can be flexibly tailored to individual requirements. We have completely re-developed the Hide/Show and TicketForms functionalities and obtained significant performance gains.
More structure, especially for the more complex cases: We introduced multicolumn forms in OTOBO. Additionally, you can group input fields and label them with subheadings.
And you can feed your fields with data from various external data bases such as SAP, Microsoft-Dynamics or other systems.
Greater security
Data protection made-to-measure
Your company information and customer data must be protected by all means.
Extended password policies enhance system security. Flexibly define which requirements are posed on your users' passwords and whether they need to change them at given intervals.
Thanks to the new Brute Force Protection users are automatically banned after a given number of failed login attempts. This is a simple and effective measure to prevent attackers from guessing passwords by simply testing endlessly.
And activating 2 factor authentication takes your system security up yet another level.
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Secure passwords thanks to predefined rules
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Brute Force Protection: locking accounts after x failed login attempts.
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2 factor authentication for even more safety
More OTOBO highlights
OTRS MigrationFull-system live searchOpen StreetmapEscalation SuspendGDPR complianceBetter performance
OTOBO and OTRS are fully compatible
– both ways
Migrating from OTRS and ((OTRS)) Community Edition to OTOBO – and back, in case you really want to – is possible at any time.
OTOBO comes with a web-based migration tool leading you step-by-step through the process of migrating from ((OTRS)) Community Edition 6 to OTOBO 10. Just install OTOBO on your new system, configure as wanted and start the migration tool.
Particularly useful: The migration supports various server, location, operating system and database combinations. This means you can easily move to a new server, another operating system or from an Oracle database to MySQL on the way.
If you'd rather have an expert do the migration for you, just get in touch. We have migrated lots of systems during the last year and gathered considerable experience with the most diverse settings. Rest assured we know what we do – your processes and data will be safely trasferred.
Elasticsearch live search
Instantaneous AJAX-based quicksearch over the whole system.
- Ultra quick: live preview of the search results is continuously updated while typing.
- Super efficient: Search tickets, articles, attachments, customers and companies with just one search. FAQ articles, changes and CMDB components (CIs and assets) to follow.
- Fully configurable: query and search results in the agent area can be configured individually
Open Streetmap integration
Thanks to the Open Streetmap integration you can display all your branch offices, data centers, or devices on a map.
This provides the possibility to show the location and connection of CIs (assets) on maps in order to visualise relationships. You can also highlight the status of individual ressources using different colours .
It is up to you whether you want to integrate the map in the dashboard as a widget or provide it on an individual page. A dedicated map can be displayed on a central monitor in your contol center, for example, informing your team about the status of all managed systems at a single glance.
The benefit if using Open Streetmap instead of Google Maps? No issues with data protection.
Suspend escalations
With Escalation Suspend you can define a ticket state automatically impeding ticket escalation.
This is especially useful, when agents are waiting for someone else to get back to them before they can proceed with ticket resolution. Escalation is stopped as long as the ticket is set on "Escalation Suspend" and only starts running again regularly after the ticket state has been changed back to normal.
Unwanted and unnessecarry escalations are prevented and you can keep track of essential issues.
Another benefit: the processing time can be recorded correctly.
GDPR
Comply with national Data Protection Policies and the European General Data Protection Regulation (GDPR). When issuing service requests via your tickettool, customers must be informed about storage and processing of personal data and give their consent.
Activate the OTOBO GDPR feature to document your customers' consent to your Privacy Policy before they can create a ticket.
We value the protection of personal data highly at OTOBO. That's why we implemented Open Streetmap instead of Google Maps. This means your can provide and use maps without transmitting personal data to Google.
Better performance
In ((OTRS)) Community Edition version 6 performance was not always satisfactory. We have completely re-worked the basic structure and got rid of legacy issues.
By doing so, we were able to improve the performance of several functionalities such as ticket lists and fulltext search by more than 100%.
Feature list
OTOBO Features at a glance
Usability
Modern UI/UX
Completely new, clean customer service portal with a modern look and feel. Fully adaptable, intuitive and easy to use.
Modernised agent interface – with a complete rework to follow in future releases.
Read more about the new OTOBO customer interface and flexible forms
Full-system live search
Ajax-based Elasticsearch quick search. Search query and results in the agent interface are fully customisable (tickets, attachments, customers, CMDB). Live display of search results while typing.
Extended form functionality
The new OTOBO forms are dynamically built at run-time, taking into account any information entered and providing the next fields depending on this information. Field values can be automatically taken from external sources such as databases and web services. Up to three columns, individual tool tips and subheadings help to display even big, complex forms in a clean way and make them easy to use.
Learn more about the flexible OTOBO forms
FAQ – knowledgebase
OTOBO FAQ Module serves as an internal knowledgebase and facilitates providing content publicly as well as to logged-in clients only within the service portal (customer Self-Service).
High-contrast skin for barrier-free access
High contrast on all elements of the graphical user-interface facilitates working with OTOBO for persons with impaired sight and in poorly lit areas.
External links
Add external links to the agent interface menu and provide your staff with a very easy and convenient jump-off to external resources and third-party systems.
Easier configuration
There is one central area in the admin interface to define dynamic fields. And a Deployment History, listing all changes made to the system and providing you with an opportunity to reset them invididually.
Ticket Management
Various user roles
OTOBO facilitates defining individual user roles and permissions. Different roles such as ticket owner, responsible, watcher comply with the different duties and competencies of agents working on servies requests and their managers.
Notifications and escalations
Agents can set-up individual ticket notifications corresponding to their needs.
Freely configurable escalation mechanisms steer time-based escalations according to internal specifications or SLAs. Tickets can be escalated to other teams or supervisors as well. The Escalation Suspend mechanism allows to suspend escalation – e.g. while waiting for an external reply –, thus enabling correct time accounting.
Draft mode for emails and notes
Draft mode enables storing drafts of emails and notes in a ticket to allow joint drawing-up and quality assurance by ticket owner and responsible.
Service catalogue
The service catalogue is used to document which services regularly should be available in a given organisation and to classifiy customer requests on this base. One of them not being available constitutes an incident. Queries about services being available are classified as service requests.
Internal and external notes
Notes are usually used for internal communication but can be made available for customers, too.
Link, merge and split tickets
At the bottom of each ticket view, all linked tickets are displayed including information on the relation (parent/child/user-defined).
Merging and splitting facilitates adding incoming emails to an existing ticket even if they do not contain the correct ticket number – and outsourcing elements of communication that go beyond the original scope.
Bulk actions
Bulk actions allow to apply actions such as a status change, move into another queue etc. to any number of tickets at once.
Dynamic quick search
OTOBO Livesearch is a quick search based on Elasticsearch that is fully configurable and searches the whole system. First search results are shown dynamically while entering the search string.
Surveys
Ask your clients for feedback – either in the signature of single articles or via separate email at the end of a process.
Communication Channels
Self-service employee/customer portal
Completely new, clean customer service portal with a modern look and feel. Fully adaptable, intuitive and easy to use.
Phone
Jetzt mit moderner Authentifizierung: OAuth2-Unterstützung für E-Mails via POP3 und IMAP
Text message
Security & permissions
Verschlüsselte Datenübertragung
Jederzeit sicher kommunizieren: Alle von und zu OTOBO übertragenen Daten können SSL-verschlüsselt werden.
2-Faktor-Authentifizierung
Ergänzend zur Anmeldung mit Benutzername und Passwort wird als zusätzliches Sicherheitselement ein individuelles Token zur Anmeldung benötigt. Dieses wird per ISO-zertifiziertem Algorithmus für jeden Anmeldevorgang individuell generiert und per E-Mail, SMS oder App bereitgestellt.
Extended password policies
Stellen sicher, dass Benutzerpasswörter allen Anforderungen des Unternehmens entsprechen.
Brute Force Protection
Automatisches Sperren von Nutzern nach einer bestimmten Anzahl fehlgeschlagener Anmeldeversuche verhindert, dass Passwörter durch endloses Ausprobieren erraten werden.
Verschlüsselung über S/MIME & PGP (via LDAP)
Verschlüsselung und Signieren von E-Mails, aber auch der E-Mail-Benachrichtigungen an Agenten.
OTOBO holt sich das S/MIME-Zertifikat vor dem Versenden von E-Mails automatisch beim Verzeichnisdienst ab. So müssen Zertifikate nicht doppelt hochgeladen werden.
Postmaster-Filter für verschlüsselte E-Mails
Eine Erweiterung der Filtermöglichkeiten in OTOBO macht es möglich, auch verschlüsselte E-Mails zu filtern und automatisch (vor) zu verarbeiten.
Feingranulare Zugriffssteuerung
Detaillierte Ausgestaltung von Benutzerrechten über Rollen, Gruppen und Access Control Lists (ACLs).
Integration
connectors for SAP, Odoo, Flectra, CTI etc.
System Monitoring-Tools
Anbindung z. B. zu Nagios, Icinga, Baramundi
Generic Interface (SOAP+REST)
Verlinkung auf externe Ressourcen
Über externe Links in der Menüleiste des Agentenbereichs können Mitarbeitende direkt aus OTOBO auf Drittsysteme oder externe Ressourcen zugreifen.
Automatischer E-Mail-Versand aus Drittsystemen
Webservices machen es möglich: OTOBO kann E-Mails für Drittsysteme versenden (z. B. für SAP).
XSLT mapping
Ermöglicht die Umsetzung komplexer Mappings und Daten-Transformationen bei der Datenübertragung von und zu OTOBO.
Statistiken / Reporting
Benutzerdefinierte Berichte & Statistiken
Individuelle Statistiken. Völlig frei geplant oder auf Basis von Vorlagen. On-demand oder in definierten Zeitintervallen. Unterstützung bei der Konfiguration komplexer Vorhaben.
Grafische Darstellung oder Export
Berichte und Statistiken können in Balken- oder Liniendiagrammen grafisch dargestellt werden. Metriken und Listen lassen sich zudem als PDF-, CSV- oder Excel-Datei exportieren.
Dashboard
Im individuell konfigurierbaren Dashboard finden sich alle zentralen Informationen wie Statistiken, aktuelle Meldungen, Ticketübersicht. Über Open Streetmap können Objekte und ihre Beziehungen oder Status auch grafisch dargestellt werden.
Konfiguration mit Preview
Automatischer Preview der Ergebnisse erleichtert die Konfiguration von Statistiken und Berichten mit aussagekräftigen Parametern.
Systemänderungen nachvollziehen
Über die Instandsetzungs-Historie können Änderungen an der Systemkonfiguration nachvollzogen und ggf. gezielt rückgängig gemacht werden.
Automatisierung & Prozessmanagement
E-Mail-Filter
Automatisiertes Setzen oder Ändern z. B. von Queue, Priorität oder Ticketstatus auf Basis von Filterregeln.
Automatische Benachrichtigungen
Individuelle Konfiguration verschiedener automatischer Benachrichtigungen, z. B. per E-Mail oder SMS.
Textbausteine / Vorlagen
Definition verschiedener Textbausteine und Vorlagen einschließlich Betreff für verschiedene Queues. Zum Beispiel als Antwortvorlage zu häufig wiederkehrenden Vorfällen, zur Dokumentation von Besprechungen, um sicherzustellen, dass bei der Übergabe an eine andere Abteilung alle erforderlichen Informationen übergeben werden etc.
Priorisierung von Tickets
Vorteil: Mit der Priorisierung werden Tickets automatisch sortiert. Zudem kann prioritätsbasiert eine Zuweisung der Tickets erfolgen.
create forms and link them to processes
Performance
Performance-Optimierung
Dank eingehendem Code Review, der Einbindung von Elasticsearch und RedisCache (In-Memory-Datenspeicher) ist die Performance von OTOBO rundum überzeugend.
ticket archiving
In sehr großen Systemen kann eine Ticket-Archivierung zur Optimierung der System-Performance empfehlenswert sein.
Docker® Image
Für alle, die gerne richtig schnell am Ziel sind: Wir stellen fertige Docker® Images zur OTOBO Installation zur Verfügung. Mit der Software lassen sich Linux-Container erstellen und wie extrem leichtgewichtige, modulare virtuelle Maschinen behandeln.
Die Vorteile:
• Die Images lassen sich blitzschnell und einfach installieren und umziehen.
• Sie optimieren die Nutzung von Systemressourcen.
• Und auch die Versionskontrolle wird durch das zugrundeliegende Layering-Modell vereinfacht und übersichtlicher.