OTOBO/Znuny and OTRS ((Community Edition)) Introduction - Get Started

What is OTOBO?

OTOBO / Znuny is a powerful, open-source ticket system and helpdesk software specifically designed for businesses. It enables the efficient management of customer inquiries and internal tasks through a flexible and customizable ticket management system. With OTOBO, companies can systematically record, track, and process support requests, service requests, and other tasks.

Reviews

1. Review by Tobias Bück
   Managing Director in Germany
   Verified User on LinkedIn
   Computer Software, 2–10 employees
   Used the software for: 6-12 months

Rating: 5.0 / 5.0

Review

2 years ago

Comments

Overall, we are very satisfied with OTOBO. OTOBO is a very good helpdesk. We use it at a car-sharing company and, for example, collect data on broken cars. This works excellently with OTOBO.

Pros

We have been using OTOBO for a long time and are always amazed at how many features OTOBO has. The OTOBO ticket system is completely free but must be installed on a server. You can also register an unlimited number of agents.

Cons

Because there are so many features, it can be overwhelming at first.

Source of the Reviews

Capterra OTOBO Review

Znuny and OTOBO

OTOBO

Offers a modern customer portal, optimized forms, advanced security features like two-factor authentication, easy migration from OTRS, Elasticsearch live search, integration with Open Street Map, and supports GDPR compliance. It features a responsive design for mobile accessibility and an intuitive user interface.

Znuny

Focuses on advanced security and compliance options, flexible customization through integrated packages and filter options, audit-proof revisions, regular updates, and specific extensions for process management and reporting. The user interface is classic but functional. Areas of application: Both systems are versatile and can be used in areas such as customer support, IT service management, and facility management.

Conclusion

The choice between OTOBO and Znuny depends on the user's individual requirements and preferences. OTOBO scores with modern usability and security features, while Znuny focuses on extensions and community support.

OTOBO and Znuny Features - Differences and Similarities

Migration & Installation

Migration - ((OTRS)) Community Edition to OTOBO

Switching from ((OTRS)) Community Edition to OTOBO is a seamless transition that ensures you retain familiar features while benefiting from new, powerful innovations. This guide will walk you through the entire migration process, ensuring no details are overlooked. Migration from ((OTRS)) Community Edition to OTOBO

Installation and Configuration

Whether you want to run OTOBO in a traditional server environment or in a modern cloud solution like Docker or Kubernetes, our detailed documentation provides all the information you need to get started. We cover various system environments, including Debian, Ubuntu, and SUSE, and provide step-by-step instructions for installation and configuration.

OTOBO Installation

Learn more about configuring OTOBO here: OTOBO Configuration

User Management

Setting up the User Interface

OTOBO and Znuny impress with an intuitive and customizable user interface designed for both administrators and end-users. We provide all the tools you need to adapt your ticket system to your specific requirements and to increase the productivity and satisfaction of your team and your customers.

In the following sections of this document, we will detail each of these components and provide you with the necessary knowledge to successfully deploy and use OTOBO in your company. Driven by the mission to document the best open-source solution in the ticketing and helpdesk field, we look forward to accompanying you on your way to more efficient workflows and improved customer support with OTOBO.

Managing OTOBO Tickets

Customer Support

Learn how OTOBO optimizes the interface between your company and your customers and the advantages OTOBO offers over OTRS Community Edition and other helpdesk systems like Znuny and KiX. OTOBO was developed by Rother OSS. Learn about the simple installation and configuration of OTOBO on Linux distributions like Debian, Ubuntu, and SUSE. Find out how OTOBO fits into any IT landscape thanks to Docker and Kubernetes support, and discover the extensive customization options of the OTOBO user interface.

OTOBO Ticket System Customer Management

Administrator

This manual is aimed at administrators who want to get the most out of OTOBO or Znuny

• from the initial installation and configuration to customizing the user interface for an optimized user experience. Whether you want to deploy OTOBO on Debian, Ubuntu, SUSE, or with the help of Docker and Kubernetes, you will find here all the necessary information.

The administrator interface is the heart of OTOBO, where all important settings, such as system configuration, management of email accounts, and security settings, can be made. Through specific modules for users, groups, and roles, OTOBO can also be perfectly adapted to the structure of your company.

Start with OTOBO today and learn how you can revolutionize your customer management and internal processes with the OTOBO ticket system and its diverse extensions and plugins, such as OTOBO API, OTOBO i-doit Integration, and Business Intelligence via OTOBO PowerBI.

Expanding the Team and Customer Base

Expand your OTOBO team by adding agents and assigning them to different groups and roles to ensure effective and organized workflows. Customers and their employees, who are registered in the system as customer users, can also be easily added and managed. Through support for Active Directory or LDAP for authentication, user management is greatly simplified, as it eliminates the need to add users manually.

Ticket Settings

Personalize your customer experience by customizing Salutations and Signatures in the ticket settings, and ensure that each queue is associated with a corresponding salutation and signature. Setting up specific queues for different types of requests allows for targeted and efficient processing of customer inquiries.

Automated Responses and Templates

Automate the process of answering frequent inquiries by configuring Auto-Responses assigned to specific queues. Also, create templates for ticket responses and SMS to save time and increase efficiency in ticket processing.

Improving Ticket Management Efficiency

Improve the priority, states, and types of your tickets by exploring OTOBO's customizable priority, state, and type settings. If your service offering is divided into clearly defined services, you will benefit from the ability to set up services and Service Level Agreements (SLAs).

Process Automation and Integration

Automate recurring tasks and processes in OTOBO with Generic Agent jobs and improve efficiency by using Process Management. Also, ensure that external systems can be seamlessly integrated with OTOBO, which is supported by setting up web services.

Advanced Customizations

This advanced configuration and customization of OTOBO allows organizations to provide an optimized, efficient, and customer-centric ticket management system. Use the full power of OTOBO to meet and exceed the requirements and expectations of your customers. To conclude the optimization of our OTOBO documentation, we explore the possibilities of extending functionality by installing additional packages and customizing the external interface. This highlights the flexibility and scalability of OTOBO, allowing administrators to configure the system according to their specific requirements and ideas. Furthermore, we invite you to dive deeper into the features of OTOBO to become a true expert in this field.

Extension and Customization

The extensive range of integrated features in OTOBO already covers many requirements of efficient ticket management. But the true strength of OTOBO lies in its extensibility. Through the Package Manager, administrators can easily install additional packages to integrate new functionalities and extensions that go beyond the standard offering. From improved reporting to specific functions for different industries – the ability to customize OTOBO to individual needs is almost limitless.

Personalizing the External Interface

OTOBO allows for complete customization of the external interface, including the homepage, custom pages, and the layout. By defining a Customer Service Catalogue, which is prominently displayed in the external interface, companies can offer their customers and users clear and intuitive navigation through the available services and support options.

Designing an appealing and brand-consistent external interface promotes user trust in the quality of your support and increases user satisfaction through an improved user experience.

External Interface

To optimize the design of the external interfaces as well as the user interface of OTOBO and Znuny, you can use the Themes and Skins.

Become an OTOBO and Znuny Expert

Discovering and mastering all the features and configuration options that OTOBO and Znuny offer is the key to unlocking the full potential of the system. Our detailed chapters and specialized content provide a deep insight into the customization options and advanced settings that make OTOBO such a powerful solution for ticket management. A commitment to continuous learning and exploring new features, as well as customizing and extending OTOBO, will enrich your skills as an administrator or developer and help you master the challenges of customer service and ticket management with excellence. Become an OTOBO expert and lead your company to success with efficiency and innovation.