layout: home
hero: name: 'OTOBO/Znuny Community Guide' description: > Discover the OTOBO/Znuny Guide: Your guide to the OTOBO Open Source ticketing system. Help and support for installing, configuring, and customizing OTOBO. tagline: 'Guide to the OTOBO Open Source ticketing system - Help and Support' image: src: 'https://softoft.sirv.com/Images/otobo/docs/custom/otobo-guide-logo-light' alt: OTOBO actions: - text: Introduction link: /quick-start/introduction.html theme: brand
- text: OTOBO Service
link: https://softoft.de/services/otobo-service
theme: alt
features:
- title: 'Ticket Management' details: | OTOBO and Znuny offer comprehensive features for ticket management, including the creation, classification, and tracking of tickets. link: /quick-start/overview/tickets-overview icon: src: https://softoft.sirv.com/Images/otobo/docs/custom/icons/ticket-solid.svg height: 64
- title: 'Email Sending' details: | OTOBO supports the efficient management of multiple email addresses for different teams and departments, ensuring error-free communication. link: /quick-start/overview/communication-overview icon: src: https://softoft.sirv.com/Images/otobo/docs/custom/icons/envelope-solid.svg height: 64
- title: 'LDAP/DB Connection' details: | Connection to LDAP or database servers for authentication and synchronization of user and customer data. link: /agents/agents icon: src: https://softoft.sirv.com/Images/otobo/docs/custom/icons/database-solid.svg height: 64
- title: 'Customer Portal' details: | The OTOBO customer portal allows customers to create, edit tickets, and find solutions. It offers a user-friendly interface. link: /agents/customers/customer-interface icon: src: https://softoft.sirv.com/Images/otobo/docs/custom/icons/building-solid.svg height: 64
- title: 'SLAs' details: | With OTOBO and Znuny, you can manage Service Level Agreements (SLAs) to define and monitor response and resolution times. link: /tickets/services icon: src: https://softoft.sirv.com/Images/otobo/docs/custom/icons/file-contract-solid.svg height: 64
- title: 'AI Classification' details: | The AI plugin for OTOBO automates the classification and prioritization of tickets using machine learning to increase support efficiency. link: https://open-ticket-ai.com/ icon: src: https://softoft.sirv.com/Images/otobo/docs/custom/icons/robot-solid.svg height: 64 width: 76
What is OTOBO / Znuny?
OTOBO is a powerful, open-source ticketing system or helpdesk software, based on the OTRS Community Edition and further developed by Rother OSS. It is aimed at companies of all sizes that want to systematically capture, track, and process customer inquiries, IT services, and internal processes.
Core Features
Ticket Management
- Multiple queues, priorities, states, and types
- Escalation rules and SLAs
Self-Service Portal
- Role-based access for end customers
- Knowledge base integration
- Responsive design for mobile & desktop
Automation
- Generic Agent (time- and event-driven jobs)
- Auto-responses and template management (email & SMS)
Security & Permissions
- Fine-grained ACLs (agents, groups, roles)
- Two-factor authentication (2FA)
- LDAP / Active Directory connection
Integrations & APIs
- REST and SOAP web services
- OpenStreetMap, i-doit, PowerBI, and more
- Elasticsearch-based live search
Extensibility
- Package Manager for add-ons and community modules
- Custom API extensions and external interfaces
- Themes, skins, and custom blocks
Installation & Migration
System Requirements
- Linux (Debian, Ubuntu, SUSE)
- Web server (Apache/Nginx), Database (MySQL/MariaDB, PostgreSQL)
- Perl modules (via CPAN or package manager)
Installation
bash# Example Ubuntu apt update && apt install otobo otobo.Console.pl Maint::SetupMigration from OTRS CE
- Backup of database & configuration
- CLI import with
otobo.Console.pl Maint::Import::OTRS-Ce - Verification of forms, permissions, and templates
User and Permission Management
- Agents & Groups: create, move, assign ACLs
- Customers & Customer Users: tenant-capable, Single Sign-On
- Role Management: define custom role templates
Automation & Integration
Generic Agent:
- Rule-based creation, assignment, escalation of tickets
Web Services:
- Configuration of invoker, mapping, and transport
- Debug tool for requests & logs
Customization & Design
- Themes & Skins: colors, logos, layouts for internal and external UI
- Custom Blocks: note, tip, and warning blocks
- Dashboard Widgets: overview of queues, KPIs, to-dos
Community & Support
Documentation:
- Online: otobo-docs.softoft.de
- PDF manuals for admin, developer, user
Forum & Mailing Lists:
- Exchange of experience, bug reports, feature requests
Regular Updates: security patches and new features
Get started! Install OTOBO today, set up your first queues, and experience how easy support and service processes can become with OTOBO.