Comparison of Znuny and OTOBO Ticket Systems
Znuny and OTOBO are forks of the now-discontinued OTRS Community Edition and have evolved into independent open-source ticket systems. Both solutions are among the most well-known OTRS forks and offer numerous features for the efficient management of customer support requests. However, they differ in several key aspects. In the following Znuny vs. OTOBO comparison, we will highlight their similarities and differences— from the variety of features, Docker support, and REST API to artificial intelligence (AI), installation, and demo options.
OTOBO: A Modern Open-Source Ticket System
OTOBO is based on OTRS 6 and extends it with modern features and an improved user experience. It is a web-based helpdesk system for managing customer inquiries. The main features of OTOBO include:
- Modern Customer Portal: A completely redesigned, user-friendly interface for end-users, also optimized for mobile devices.
- Optimized Forms: Simplified ticket creation through configurable forms and input fields.
- Advanced Security Features: e.g., password policies, brute-force protection, two-factor authentication (2FA), and fine-grained access rights.
- Easy Migration from OTRS: Integrated migration scripts allow for a smooth transition from an OTRS 6 installation to OTOBO.
- Elasticsearch Live Search: Faster and more precise search results through the integration of Elasticsearch for full-text search.
- OpenStreetMap Integration: Geographical data can be displayed directly in the ticket (useful, for example, for location-based tickets).
- Flexible Escalation Options: Advanced escalation rules for better control in escalation management.
- GDPR Support: Features for GDPR compliance (e.g., anonymizing tickets) are integrated.
- Improved Performance: A revised codebase and caching (Redis) lead to faster response times.
- AI-Powered Ticket Classification: An optional AI plugin is available that uses machine learning to automatically categorize tickets and assign priorities.
Znuny: The Evolutionary Successor to OTRS
Znuny is the direct continuation of the OTRS project by the community (maintained by Znuny GmbH) and focuses on long-term stability and compatibility, supplemented by selected innovations. The outstanding features and characteristics of Znuny include:
- Continuous Development: Znuny receives regular updates with bug fixes and new features. For example, newer versions have added features like appointment filtering in the calendar, OAuth2 support for external services (Invokers), user mentions (@-mentions in ticket notes), and text snippets.
- Security and Compliance Options: Support for nested LDAP groups for rights management, improved S/MIME handling (key management), and other security updates ensure a secure system.
- Flexible Customization: Through a package system and the GenericInterface web services, Znuny can be extensively expanded and integrated into other systems. Filter options and ACLs allow for individual configuration of the interface and processes.
- Audit-Proof Logging: All ticket changes are logged completely, making changes and actions traceable at all times (important, for example, for auditable processes).
- ITIL Components Available: Znuny offers optional add-ons like the ITSM module (including a CMDB for asset management) and an FAQ module as free extensions to provide a feature set similar to the former OTRS::ITSM Suite.
- Strong Community Support: As the official community fork of OTRS, Znuny has an active forum and community contributions. Many formerly paid OTRS features have been continued in Znuny by the community.
Versions and Current Developments
Both projects have been continuously developed since splitting from OTRS and regularly release new versions:
OTOBO Version 10 (first released in 2020) forms the basis of the current OTOBO installation. This version introduced the modernized web interface and many of the improvements mentioned above. Since then, regular patch releases (e.g., 10.0.17, 10.0.18, etc.) have been published, delivering bug fixes and minor features. For the future, OTOBO Version 11 has already been announced, which is expected to bring further optimizations and new functions (Softoft has published preliminary information on this). The OTOBO developers (Rother OSS GmbH) emphasize an innovative roadmap—for example, an AI integration was provided as an optional module early on.
Znuny took over the OTRS 6 codebase and initially maintained it as Znuny 6 (including **Znuny LTS 6.5 , a Long-Term Support version for companies that prioritize maximum stability). In March 2023, ** Znuny 7.0 was released, representing a significant step forward: the customer interface was *70% redesigned
- (Welcome Znuny 7), to be more modern and user-friendly, while the agent interface was carefully modernized but deliberately kept familiar (Welcome Znuny 7). Currently (early 2025), Znuny 7.1 is the stable main version, and Znuny 7.2 is already planned for Q3 2025 (Roadmap). Znuny 7 also brings technical modernizations "under the hood" that are intended to facilitate future customizations and extensions (Welcome Znuny 7). It is important to mention that Znuny 7.x are feature releases and require active maintenance by the user, while Znuny LTS 6.5 will continue to receive security updates until at least the end of 2025 (Roadmap). Thus, Znuny offers both a conservative LTS track and a progressive release track.
Comparison of Functionalities
Below is a table comparing the key features of OTOBO and Znuny:
| Feature | OTOBO | Znuny |
|---|---|---|
| Foundation | Fork of OTRS Community Edition 6 | Fork of OTRS Community Edition 6 |
| Developers | Rother OSS GmbH (initiator and main developer) | Znuny GmbH (led by former OTRS community developers) |
| License | 100% Open Source (GNU GPL v3) – no proprietary modules | 100% Open Source (GNU GPL v3) – completely free |
| Docker Support | Yes – official Docker images and Docker-Compose templates for a quick installation are available | No official images (classic installation on a Linux server or via unofficial community Docker containers) |
| Customer Portal | Completely redesigned customer portal (modern UI, responsive design, intuitive operation) | Customer portal from OTRS 6 with improvements; partially redesigned in Znuny 7, but not redeveloped from scratch like in OTOBO |
| Elasticsearch | Integrated with advanced configuration options (complex index configuration, live search) | Integrated as an optional search engine with the standard features from OTRS (indexing of basic ticket fields) |
| OAuth2 for Email | Yes – supports OAuth2 for IMAP/POP3 since OTOBO 10.0.11 (e.g., for Office 365 without insecure Basic Auth) | Currently limited – direct OAuth2 support for email accounts is expected in Znuny 7.2 via the Microsoft Graph API (Roadmap) (workarounds needed until then) |
| Migration Tools | Migration from OTRS 6 to OTOBO is supported (scripts and guides are available) | Seamless migration from OTRS 6 to Znuny is possible; the community has also successfully migrated existing OTOBO databases to Znuny (with conversion steps) |
| Community | Active community, forum, and regular contributions (still smaller than Znuny's, but steadily growing) | Very active community with an official forum (community.znuny.org) and many user-contributed extensions |
| Security Updates | Regular security patches from the developers (Rother OSS) and community contributions | Regular security patches and bugfix releases (Znuny GmbH provides updates promptly, especially for LTS versions) |
Additional Features
| Feature | OTOBO | Znuny |
|---|---|---|
| Workflow/Process Management | Yes – comprehensive support (incl. a graphical process designer for workflows) | Yes – basic support (process management from OTRS 6, functional but less convenient) |
| ITIL/ITSM Components | Yes – ITSM modules (Change Management, Configuration Management/CMDB, etc.) are integrated or available as packages | Yes – ITSM (incl. CMDB) available as a free add-on (ported and installable for Znuny 7) (Welcome Znuny 7) |
| Reporting & Analytics | Extensive statistics and reports via the integrated statistics module; additional graphical analysis possible with an add-on | Standard statistics module from OTRS with predefined reports (extendable with community add-ons) |
| API Support | Yes – REST API and SOAP web services (Generic Interface) for integration with third-party systems, incl. extended endpoints in OTOBO 10 | Yes – REST and SOAP API (GenericInterface) analogous to OTRS, fully compatible; extensions possible through additional web service packages |
| SLA Management | Yes – comprehensive SLA and service management (contracts, response/solution times definable per service) | Yes – SLA management analogous to OTRS (definition of service times and escalations per queue/service possible) |
| Multi-Channel Support | Yes – email, web portal, phone tickets, chat (via add-on), and more | Yes – email, web portal, phone. (Chat or social media via third-party add-ons) |
| Mobile Access | Partially – customer frontend is responsive; agent UI is optimized for desktop, mobile use via browser is possible with limitations | Partially – Similar to OTOBO: customer portal in Znuny 7 is responsive; agent interface is primarily designed for desktop |
| Integration of External Tools | Yes – numerous integrations (e.g., calendar sync, CRM connection, chatbots) available; flexible connection via REST/SOAP | Yes – integrations via GenericInterface (REST/SOAP) and community add-ons (e.g., for monitoring tools, CMDB import, etc.) |
| Paid Features | None – all features are open-source (community-driven; support and hosting may be available for a fee from service providers) | None – Znuny is completely open-source; professional support is optionally available from Znuny GmbH or partners |
(Table: Differences and similarities between OTOBO and Znuny)
Docker Support in Znuny and OTOBO
An important aspect when choosing a ticket system is its deployment and installation. Here, the approaches of the two forks differ significantly regarding Docker:
OTOBO provides a Docker environment out of the box. Official Docker images are available, and using Docker-Compose, a complete OTOBO system (web server, database, Redis cache, Elasticsearch, etc.) can be installed and started in a very short time. This significantly simplifies testing and production deployments, as dependencies are pre-configured. The OTOBO documentation has a dedicated section for installation with Docker and lists the containers (e.g., otobo_web_1, otobo_db_1, otobo_elastic_1, etc.) used for operation. Thanks to this comprehensive Docker integration, OTOBO is ready for use very quickly, and updates can also be carried out easily in container environments.
Znuny, on the other hand, provides no official Docker images. The preferred installation method for Znuny is the classic installation on a Linux server (Debian/Ubuntu, Red Hat, CentOS, etc.) via a package manager or source code installation. While unofficial Docker containers from the community exist (for example, on Docker Hub from third-party providers), they are not maintained by the Znuny project itself. Admins who want to use Znuny via containers can fall back on these community projects but should be aware that official support focuses on traditional installations. For Znuny, this means a bit more manual effort during setup, but in return, it offers full control over the server environment. Many Znuny users appreciate the classic installation because it is based on the OTRS deployment model. Nevertheless, there have been calls in the Znuny community for official Docker images— a change might come in the future, but as of now, OTOBO clearly has the advantage here.
REST API and Integrations
Both Znuny and OTOBO offer powerful interfaces for integration into existing system landscapes. The ** GenericInterface** allows for the definition of REST and SOAP web services to, for example, create or retrieve tickets externally or perform other actions.
In OTOBO, the REST API has been further improved and expanded. The OTOBO documentation describes in detail how various automations can be implemented via REST. Typical use cases include connecting to CRM systems, automatically creating tickets from forms, or integrating with chatbots. OTOBO offers several pre-built endpoints out of the box, and custom endpoints can be added per configuration. OAuth2 authentication for API access can also be configured to ensure secure integrations.
Znuny focuses on proven compatibility when it comes to its API. All web service interfaces known from OTRS work identically in Znuny. This allows companies that already had integrations based on the OTRS API to seamlessly switch to Znuny without having to adapt their interfaces. The Znuny REST API also allows CRUD operations on tickets, users, articles, etc. Web services (REST/SOAP) can be set up with mapping configurations via the admin interface. The differences with OTOBO are less in the functionality of the API itself—both systems support similar use cases—and more in the **documentation and further development **: OTOBO documents its REST API extensively in its own manual and may offer extended API functions in the future, while Znuny focuses on keeping the existing interfaces stable and backward-compatible. In practice, the "Znuny REST API" and "OTOBO REST API" are equally powerful—the choice of system is more likely to be influenced by other factors than by the API.
Artificial Intelligence in the Ticket System
An exciting distinguishing feature is the use of artificial intelligence (AI) to support the ticketing process. Here, OTOBO has set an early precedent, while Znuny remains (for now) more reserved:
OTOBO offers an optional AI module for ticket classification. This plugin (also called OTOBO AI) uses machine learning algorithms to automatically analyze incoming tickets and suggest categories and priorities. For example, it can recognize the likely queue or topic based on the subject and content and pre-fill the ticket accordingly. The AI module runs in a separate Docker container and communicates with the OTOBO core via an interface. The advantages of this solution are accelerated response times and a reduced workload for support staff in pre-qualifying requests. While artificial intelligence in OTOBO is still in its early stages, it is already showing significant efficiency gains in pilot projects. Furthermore, the community is experimenting with chatbot integration and NLP tools in the OTOBO context.
Znuny currently has no integrated AI function. Topics like automatic categorization or AI-assisted response suggestions are not officially covered by Znuny (as of 2025). However, it is possible to extend Znuny with AI by connecting external AI services—for example, tickets can be sent to an external machine learning service via the REST API, and its results can be fed back. This, however, requires individual customizing. The Znuny community is aware of the topic "AI in Znuny", but the project's focus is more on stability and core functions. Companies that want to benefit from AI immediately are more likely to choose OTOBO or implement their own solutions for Znuny. It remains to be seen whether future Znuny versions will integrate AI features directly, but for now, OTOBO clearly has the lead when it comes to artificial intelligence in the ticket system.
Installation and Demo Availability
Both ticket systems are open-source and can be installed freely. The installation of Znuny and OTOBO follows classic OTRS principles, but OTOBO has opened up additional paths that make getting started easier:
Znuny Installation: Znuny is typically installed on a Linux server. Official packages (RPM/DEB) and guides are available for common distributions, and the installation involves setting up Perl modules, a web server (Apache/Nginx), and a database (MySQL/MariaDB or PostgreSQL). Znuny provides tutorials and the well-known OTRS Installer Bash for this purpose. Since Znuny is equivalent to OTRS 6, administrators with OTRS experience will find the installation process very familiar. There is no official port for Windows—Znuny is aimed at server operation under Linux/Unix. Plenty of help for Znuny installation can be found in the official documentation and the community forum.
OTOBO Installation: OTOBO can also be installed manually on Linux (similar to Znuny, with Apache/Perl/etc.). However, the developers recommend the Docker-based installation, which drastically simplifies the process. With the provided Docker-Compose files, OTOBO and all its components can be up and running in minutes. This reduces misconfigurations and facilitates updates. Alternatively, Rother OSS also provides a package repository for Ubuntu, so installation and updating can be done via apt. Overall, in the “Znuny vs. OTOBO” comparison, the initial installation tends to be faster with OTOBO thanks to Docker, while Znuny follows more traditional setup steps. Both systems have similar requirements (Perl 5, database, web server); the differences lie more in the provided installation methods.
Regarding demo availability, there are also differences: A Znuny demo for direct trial is not publicly offered by the project itself—interested parties must install Znuny on their own or use one of the unofficial demo containers. OTOBO, on the other hand, can be tested easily: you can either use the local Docker installation, or you can contact service providers like Softoft, who offer a hosted OTOBO demo. A form is available on the official OTOBO website to request a personal demo. This allows potential users to experience OTOBO's interface and features live beforehand without having to install it themselves. In summary: those looking for a quick environment to try out will find it easier with OTOBO, while with Znuny, you should be prepared to perform a short installation—which, with a little Docker experience, can also be done very quickly.
Use Cases and Advantages
Both systems are suitable for a wide range of use cases in service management. Both Znuny and OTOBO are successfully used for IT support/helpdesk, customer service hotlines, internal ITIL processes (Incident/Problem/Change Management), facility management, and many other scenarios. Due to their common OTRS roots, both serve a similar purpose, but depending on the requirements, one system may offer advantages over the other:
Znuny plays to its strengths particularly where stability, long-term support, and continuity are required. Companies that have worked with OTRS for a long time appreciate Znuny's familiar environment and the assurance of long-term security updates (especially with the LTS version). Additionally, there is a large pool of community modules around Znuny that enable specialized industry solutions. The learning curve for administrators and agents experienced with OTRS is minimal—they feel right at home immediately.
OTOBO scores points in environments that prioritize modern features and user-friendliness. The new customer portal and fresh UI elements are well-received by end-users. Features like the Elasticsearch search or integrated AI increase efficiency in the support process. Thanks to Docker, OTOBO can be quickly scaled in cloud environments or duplicated for testing purposes. OTOBO is often chosen by organizations that want to take a more innovative path and are not afraid to use a slightly younger fork with smaller (but agile) development teams.
Ultimately, the decision between Znuny vs. OTOBO depends on the specific requirements, existing infrastructure, and strategic goals of the company. Both solutions are free and open-source, so there is no licensing risk—it all comes down to the priorities you set (stability vs. innovation, familiarity vs. modern UI, etc.).
Conclusion
Znuny and OTOBO share common roots in the OTRS Community Edition but are evolving in somewhat different directions. OTOBO impresses with a modern user interface, additional features ( e.g., an AI module), and convenient deployment via Docker. Znuny focuses on reliability and strong community support—it integrates innovations carefully and ensures the long-term maintenance of the OTRS legacy. There is no clear "winner": both ticket systems are among the best open-source solutions on the market. The choice between them ultimately depends on the individual needs and preferences of the user. It is advisable to try out both—if possible—in a demo or test environment to find out which solution is most suitable for your own company. In any case, you benefit from the flexibility and know-how of the OTRS community, which lives on in both projects.
Sources
- Znuny Website: Official website of the Znuny project with downloads, documentation, and a blog.
- OTOBO Website: Official website of OTOBO (project page of Rother OSS GmbH) with feature descriptions and announcements of new versions.
- Znuny Roadmap & Blog: Announcements about Znuny 7 (e.g., UI redesign, planned OAuth2 support) on znuny.org.
- OTOBO Documentation: Online documentation at otobo-docs.softoft.de (covering Docker installation, REST API, and the AI plugin, among other topics).
- Community Forums: Exchange of experiences on Znuny and OTOBO in forums (community.znuny.org, OTOBO Forum) – e.g., reports on migrating from OTOBO to Znuny, or using Docker for OTRS forks.