OTOBO | MAKE PEOPLE SMILE. IT’S EASY.

Service Management platform for the whole organization

Versatile, expandable, scalable – integrated service management to empower service excellence.

A Service Management platform that scales with your organization – in IT and beyond

OTOBO is a web-based, versatile, and modularly expandable Service Management platform that enables you to deploy IT and non-IT services faster and easier. IT and business departments, external service providers, and customers collaborate securely and efficiently on one platform. You can orchestrate service processes centrally, benefit from complete transparency, and maintain control over all data. At the same time, you reduce risks, increase employee and customer satisfaction with service quality, and save costs.

Your team is expanding and want to standardize your service management practices; you are looking for a faster, more flexible service management solution, or you want to efficiently manage customer inquiries as a startup – OTOBO scales with your tasks. Typical use cases for the OTOBO software are IT Service Management (ITSM), Customer Service Management (CSM), and Enterprise Service Management (ESM).

IT Service Management (ITSM)

Plan, deliver and manage IT services more easily – standardize your IT service processes and rely on ITIL best practices for IT service management to achieve first-class results for your IT and organization. IT Service Management (ITSM) with OTOBO – intuitive to use and quickly productive.

➞ More about ITSM

Ticketing made easy

Efficient ticket management ensures satisfied customers and employees. Automatically create, prioritize, categorize, and assign incidents and service requests to the right team to ensure user satisfaction.

→ More on Ticket (Case) Management

Service Desk

Increase the efficiency of your IT support with a powerful service desk that optimizes service quality and user satisfaction by automating service delivery.

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Incident Management

Speed up the resolution process by utilizing intelligent routing, flexible incident creation, and Elastic Search to expedite the handling of incidents.

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Problem Management

Improve user satisfaction by identifying recurring issues and addressing their root causes to prevent their recurrence.

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Request Management

Ensure that your customers and employees receive the fast assistance they need for their daily tasks, enabling them to remain productive at all times.

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Knowledge Management

Provide structured information to the service team, users, and customers to help them solve their queries. This increases customer satisfaction and reduces the number of service requests.

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Change Management

Beschleunigen Sie die Durchführung von Changes und verringern Sie das Risiko von Fehlschlägen, indem Sie Genehmigungen automatisieren und gleichzeitig die volle Kontrolle behalten.

→ Mehr über Change Management

Self-Service

Empower employees, partners, and customers to find answers to their questions, resolutions or product information through a user-friendly self-service portal.

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Service Catalog

Consolidate enterprise-wide IT and non-IT services, present the offerings to employees and customers in a structured manner through the self-service portal, and automate provisioning.

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Service Level Management

Set individual SLAs to keep track of agreed response and resolution times. Prioritize requests and utilize automatic escalations to inform your team and avoid SLA breaches.

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Workflow Automation

Automate and orchestrate ITSM workflows to relieve costly resources from routine tasks and expedite solutions for employees.

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Performance Analytics

Let transparent real-time information and clear dashboards guide your decisions to improve the performance and service quality of your service team.

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Integrated CMDB

Gain insight into the infrastructure components (CIs) supporting your services, including all relationships. Identify critical assets, link them to incidents, requests, problems or changes, and automate adjustments to reduce risks and restore services as quickly as possible.

→ More on Service Asset & Configuration Management (CMDB)

Security

Always maintain control over the privacy of employees and customers. Protect business-critical data so you can focus on what really matters – your customers.

→ More on Security und Compliance

Customer Service Management (CSM)

Faster resolutions, fewer requests – manage customer requests more effectively and deliver outstanding customer experience. By automating self-service and promoting collaboration between service teams, you optimize employee productivity at the same time. Customer Service Management (CSM) with OTOBO – quickly set up and easy to use.

➞ More on CSM

Helpdesk

Optimize your customer support and manage interaction with your customers across multiple channels using a user-friendly helpdesk system.

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Smart Self-Service

Allow customers and partners to create incident reports and service requests, search for solutions themselves, initiate processes, and interact with customer service through a user-friendly service portal.

→ More on self-service customer portal

Integrated Customer Knowledge Base

Aggregate knowledge about customers and products for the customer service team to reduce response time to inquiries and increase customer satisfaction.

→ More on Knowledge Base

Automate Service Processes

Put an end to data and process silos and automate cross-departmental processes to handle customer inquiries more efficiently and resolve issues faster. Relieve your teams by automating recurring tasks.

→ More on Workflow Automation

OmniChannel Communication

Let customers choose whether they want to contact your customer service via email, web portal, phone, or SMS when they need assistance.

→ More on OmniChannel communication

Service Asset and Configuration Management

By integrating the CMDB with customer service, service agents can quickly access customer configuration data to identify and resolve issues faster, as well as keep customers informed about the status.

→ More on CMDB and Customer Service

Enterprise Service Management (ESM)

Combine the strengths of your service teams and process requests from employees and customers for IT and non-IT services on a central platform. With organization-wide optimized support, you can solve problems faster, communicate better and offer employees and customers significant added value. Enterprise Service Management (ESM) with OTOBO – flexibly expandable and scalable.

➞ More on ESM

Window to your enterprise service organization

A unified solution for all your IT and business teams. Improve your employees’ experience with a company-wide self-service portal for all IT and business functions.

→ More on Enterprise Service Portal

IT- and Non-IT services all in one place

Offer your employees a centralized and uniform service provision, regardless of whether IT or enterprise services from specialist departments are involved.

→ More on Enterprise Service Catalog

Manage service quality company-wide

SLAs, OLAs, and UCs – monitor the quality of all enterprise services and the performance of involved internal and external service providers. All in one solution.

→ More on Service Level Management

Communicate flexibly on all channels

Employees contact your service teams from home, the office, or on the go to stay productive wherever they are. Provide flexible options for contacting the right service team.

→ More on Omnichannel Communication

Provide relevant information centrally

Provide employees, technicians, and service teams with relevant information for every service – whether it’s IT services or those of a department like HR, Facility Management, or Customer Support.

→ More on enterprise-wide Knowledge Management

Automate processes across departments

A unified service platform to centrally orchestrate the offerings of all internal and external service providers, and automate service processes across departmental boundaries.

→ More on cross-department service automation

Multi-Source CMDB

Regardless whether Configuration items (CIs) of your IT infrastructure, vehicle or truck fleets, equipment and machinery, product catalogs – with the Multi-Source CMDB, you make all asset data available for the processes and teams of your Enterprise Service Management.

→ More on Multi-source CMDB

CAPABILITIES

Additional capabilities

Numerous additional features expand the core functions and thus the range of services of the OTOBO Service Management platform.

Modern Look & Feel

OTOBO provides a clear user interface for service agents and a self-service portal for employees, customers, or external partners. Both the agent interface and the self-service portal feature intuitive navigation, without overwhelming users or limiting the extensive functionalities.

To simplify configuration, all changes are saved in the history and can be selectively rolled back. The design of the self-service portal is whitelabel – deliberately designed to be easily adaptable to the corporate branding of various organizations.

High-contrast skin for accessibility

High-contrast elements across the graphical user interface facilitate work for users with visual impairments or in low-light conditions.

Authentication, user management, Single Sign-On (SSO)

Simultaneously integrate up to ten different authentication backends, such as Active Directory (AD), LDAP, or databases, to provide your users with easy access to OTOBO. Alternatively, authentication via Kerberos is available for Single Sign-On implementations, or you can utilize the local OTOBO user management.

Roles and Permissions

Instead of assigning each permission individually to your employees, bundle all permissions required for daily work into a joint role for responsible parties, owners, or observers of a ticket. When new colleagues join, simply assign the appropriate role, and they are ready to go. You save valuable time and keep track of granted access permissions. With Access Control Lists (ACLs), you have a powerful tool to granularly control access to specific content and functions.

Powerful Email Filtering

OTOBO’s Postmaster filter reads the envelopes of incoming emails and checks for predefined conditions. If the conditions are met, OTOBO automatically initiates predetermined activities. Depending on the subject, sender, or keywords in the body text, for example, the email can be automatically forwarded to another team for further processing, or queues, priorities, and ticket statuses can be reset or changed.

Draft Mode for Emails and Notes

Save drafts for emails and notes on tickets and collaborate on tickets with the roles of ticket owner and responsible party to ensure quality assurance or approval of a draft.

Internal and External Notes

Notes serve internal communication and are not visible to customers or employees outside the service organization by default. However, you can optionally make these internal notes accessible to employees and customers who created the service request.

System-wide quick search with Elasticsearch

The lightning-fast, Ajax-based Elasticsearch search function ensures quick results. Elasticsearch is known for its speed, scalability, and ability to index large amounts of data quickly. The search scope and results output in the OTOBO agent area are individually configurable (e.g. tickets, attachments, customers, CMDB, knowledge base articles). Relevant search results are displayed and continuously updated as you type your search query.

Team Calendar & Automatic Scheduling

OTOBO supports your teams with automatic management of their team calendars. Manage tasks, meeting schedules, and resources directly in the system and grant targeted access to the calendars using permissions. Create recurring series of appointments and define rules – OTOBO takes care of the rest and automatically generates the necessary appointments. This alleviates the burden on your teams and improves coordination – no more missed appointments.

CSAT, NPS & Co. – sending satisfaction surveys

Find out how satisfied your customers really are with your service. With the survey feature, you can send a follow-up survey for specific queues, ticket types, or services as part of the ticket signature or as a separate email. Using attributes and conditions, you can specify the event that triggers the survey sending and define the desired recipients in more detail.

Easy Integration of Third-Party Systems

The Generic Interface with its generic REST & SOAP API allows you to create web services without knowledge of a scripting language to trigger activities in third-party systems or retrieve information from them.

By integrating external links into the menu bar of the agent area, employees can access third-party systems or external resources directly from OTOBO. The use of the Generic Interface and the XSLT Mapping module also enables seamless integration of third-party systems into OTOBO.

Furthermore, OTOBO has a database layer that allows access to various databases, enabling interactions via SQL and XML.

Performance boost

Optimized code, integration of Elasticsearch, and RedisCache (In-Memory Data Store) ensure impressive performance. Ready-to-use Docker® images are available for installation, allowing you to create Linux containers and treat them like lightweight, modular virtual machines. Not only can Docker® images be installed and migrated quickly, but resource utilization is optimized, and version control is simplified through the layering model.

In very large systems, archiving tickets or offloading attachments can contribute to optimizing system performance. Need support? Reach out to us.

Automatic Email Sending via Web Services

Web services not only allow OTOBO to trigger processes but also to send emails on behalf of third-party systems (e.g. SAP).

Revision-proof documentation

Created tickets and notes, including internal communication between service agents, are stored securely for audit purposes. Starting from OTOBO 11, there is the option to edit articles of a ticket retroactively. However, even in these cases, the changes are securely logged in a history to remain traceable.

What our customers say

“The OTOBO team smoothly migrated our system from OTRS 7 to OTOBO. Encouraged by the review, we subsequently introduced services and digitized our processes. The self-service offerings in the new customer portal are being greatly embraced, and the helpdesk and first-level support are noticeably relieved. OTOBO is a true game-changer for us.”

Ralf GronauIT, HAWK - Hochschule für angewandte Wissenschaft und Kunst

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