OTOBO

Variations

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Overview

OTOBO is a service desk and ticketing system for IT and service organisations, and the maintained community successor to OTRS after that project's community edition was discontinued. Requests arrive by email or through a self service portal, land in a queue, and are assigned to an agent or a team. From there the whole working life of a request is tracked in one place: the conversation thread, the owner, the state, the escalation clock, and every change made along the way.

Around that core it carries the machinery a real service desk needs. Service level agreements set response and solution times per queue and escalate when they are missed. Standard templates and canned responses keep replies consistent. Dynamic fields and custom forms capture the information a particular request type actually requires, rather than forcing everything through one shape. A customer portal and a knowledge base let people raise and track their own requests and find answers without raising one at all. Statistics and reports turn the ticket history into volume, workload and SLA attainment figures.

For teams integrating a service desk into a wider estate, a generic web service interface exposes ticket operations over REST and SOAP, and directory authentication lets agents sign in with the credentials they already have.

Common uses

• Run an IT service desk where email and portal requests become tracked tickets with owners and SLAs
• Give a support team shared queues, canned responses and a knowledge base instead of a shared mailbox
• Replace an end of life OTRS community edition with its maintained successor