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OTOBO Community Guide

AI options in OTOBO — Generic Agent, REST API, Assistant

In this guide: OTOBO-native AI options (Generic Agent, REST API, OTOBO Assistant). Product classification: OpenTicketAI for OTOBO.

Related: OTOBO AI Assistant · REST API · Generic Agent · Runtime admin notes

OTOBO remains the system of record. You can:

  1. Automate with the Generic Agent (rules, not a trained classifier).
  2. Call models yourself through the REST API.
  3. Use the OTOBO Assistant for documentation/admin help.

Ticket classification, Studio, and on-prem training belong on OpenTicketAI. Connector env vars for OTOBO: OTAI_TICKETSYSTEM_PASSWORD — see extend Generic Interface.

Frequently asked questions

Does OTOBO ship a full native AI ticket classifier?

No. Built-in tools are Generic Agent, Process Management, and the OTOBO Assistant for documentation. Ticket classification is an add-on path.

How do I connect an external AI service?

Use the Generic Interface REST API with a dedicated technical user, or install the OpenTicketAI connector package.

Where is the product documentation for OpenTicketAI?

On openticketai.com, including the OTOBO solutions page and OTAI Runtime docs.