Comparison of Znuny and OTOBO Ticketing Systems
Znuny and OTOBO are forks of the now discontinued OTRS Community Edition and have evolved into independent open-source ticketing systems. Both solutions are among the best-known OTRS forks and offer numerous features for efficient management of customer support requests. Nevertheless, they differ in some key aspects. In the following Znuny vs. OTOBO comparison, we highlight commonalities and differences – from the variety of functions to Docker support and REST API, to artificial intelligence (AI), installation, and demo options.
OTOBO: A Modern Open-Source Ticketing System
OTOBO builds on OTRS 6 and enhances it with modern features and an improved user experience. It is a web-based helpdesk system for managing customer inquiries. OTOBO's main features include:
- Modern Customer Portal: Completely redesigned, user-friendly interface for end-users, also optimized for mobile devices.
- Optimized Forms: Simplified ticket creation through configurable forms and input fields.
- Extended Security Features: e.g., password policies, brute-force protection, two-factor authentication (2FA), and finely granular access rights.
- Easy Migration from OTRS: Integrated migration scripts enable a smooth transition from an OTRS 6 installation to OTOBO.
- Elasticsearch Live Search: Faster and more precise search results through integration of Elasticsearch for full-text search.
- Integration with OpenStreetMap: 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: Revised codebase and caching (Redis) lead to faster response times.
- AI-Powered Ticket Classification: An AI plugin is optionally available, which 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. Znuny's outstanding features and characteristics include:
- Continuous Development: Znuny receives regular updates with bug fixes and new features. For example, newer versions have added features such as appointment filtering in the calendar, OAuth2 support for external services (Invoker), user mentions (@-mentions in ticket notes), and text snippets.
- Security and Compliance Options: Support for nested LDAP groups for permission assignment, improved S/MIME handling (key management), and further security updates ensure a secure system.
- Flexible Customization: Through a package system and GenericInterface web services, Znuny can be extensively extended and integrated into other systems. Filter options and ACLs allow for individual configuration of the interface and processes.
- Auditability: All ticket changes are logged comprehensively, so changes and actions are traceable at any time (important, for example, for auditable processes).
- ITIL Components Available: Znuny offers optional add-ons such as the ITSM module (including CMDB for asset management) and FAQ module as free extensions, to provide functionality similar to the former OTRS::ITSM Suite.
- Strong Community Support: As an official community fork of OTRS, Znuny has an active forum and community contributions. Many formerly paid OTRS features have been continued by the community in Znuny.
Versions and Current Developments
Both projects have continuously evolved since forking from OTRS and regularly release new versions:
OTOBO Version 10 (first released in 2020) forms the basis of the current OTOBO installation. This version brought the modernized web interface and numerous improvements mentioned above. Since then, regular patch releases (e.g., 10.0.17, 10.0.18, etc.) have been issued, providing bug fixes and minor features. For the future, OTOBO Version 11 has already been announced, which is expected to bring further optimizations and new features (Softoft has published preliminary information on this). The OTOBO developers (Rother OSS GmbH) emphasize an innovative roadmap – for example, AI integration was provided early on as an optional module.
Znuny has adopted the OTRS 6 codebase and initially continued to maintain it as Znuny 6 (including **Znuny LTS 6.5 *, a long-term support version for companies prioritizing 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 planned for Q3 2025 (Roadmap). Znuny 7 also brings technical modernizations "under the hood" that are intended to facilitate future adjustments and extensions (Welcome Znuny 7). It is important to note: 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 tabular comparison of key features of OTOBO and Znuny:
| Feature | OTOBO | Znuny |
|---|---|---|
| Base | Fork of OTRS Community Edition 6 | Fork of OTRS Community Edition 6 |
| Developer | Rother OSS GmbH (Initiator and main developer) | Znuny GmbH (managed by former OTRS community developers) |
| License | 100% Open Source (GNU GPL v3) – no proprietary modules | 100% Open Source (GNU GPL v3) – fully available for free |
| Docker Support | Yes – official Docker images and Docker Compose templates for quick installation are available | No official images (installation traditionally on 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 developed from scratch as with OTOBO |
| Elasticsearch | Integrated with advanced configuration options (complex index configuration, live search) | Integrated as an optional search engine with standard OTRS features (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 available) | Migration from OTRS 6 to Znuny is seamless; successful migration of an existing OTOBO database to Znuny has also been carried out by the community (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 extensions |
| Security Updates | Regular security patches by 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 (including graphical process designer for workflows) | Yes – basic support (process management from OTRS 6, but less convenient functionally) |
| ITIL/ITSM Components | Yes – ITSM modules (Change Management, Configuration Management/CMDB, etc.) are integrated or available as packages | Yes – ITSM (including CMDB) available as a free add-on (ported and installable for Znuny 7) (Welcome Znuny 7) |
| Reporting & Analytics | Extensive statistics and reports via integrated statistics module, additional graphical evaluations possible through add-ons | Standard statistics module from OTRS with predefined reports (extendable through community add-ons) |
| API Support | Yes – REST API and SOAP web services (Generic Interface) for integration with third-party systems, including 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 possible per queue/service) |
| 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 | Partial – Customer frontend is responsive; agent UI optimized for desktop, mobile usage via browser possible with limitations | Partial – Similar to OTOBO: customer portal in Znuny 7 is responsive; agent interface primarily designed for desktop |
| Integration of External Tools | Yes – numerous integrations (e.g., calendar sync, CRM integration, chatbots) available; flexible integration 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 paid via service providers) | None – Znuny is completely open-source; professional support optionally available via Znuny GmbH or partners |
(Table: Differences and commonalities between OTOBO and Znuny)
Docker Support in Znuny and OTOBO
An important aspect when choosing a ticketing system is 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 offers its own section on 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 package manager or source code installation. While unofficial Docker containers exist from the community (e.g., on Docker Hub from third parties), they are not maintained by the Znuny project itself. Admins who want to use Znuny via containers can use these community projects, but should note that official support focuses on traditional installations. For Znuny, this means a bit more manual effort during setup, but full control over the server environment. Many Znuny users appreciate the classic installation as it is based on the OTRS deployment. Nevertheless, the demand for official Docker images has been heard in the Znuny community – perhaps a change will come in the future, but as of now, OTOBO clearly scores points.
REST API and Integrations
Both Znuny and OTOBO offer powerful interfaces for integration into existing system landscapes. Via the * GenericInterface*, REST and SOAP web services can be defined 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 diverse automations can be implemented via REST. Typical use cases include connecting CRM systems, automatic ticket creation from forms, or integration with chatbots. OTOBO offers some pre-built endpoints out-of-the-box, and custom endpoints can be added via configuration. OAuth2 authentication for API access can also be configured to ensure secure integrations.
Znuny focuses on proven compatibility when it comes to APIs. All web service interfaces known from OTRS function identically in Znuny. This allows companies that already had integrations based on the OTRS API to switch to Znuny seamlessly without having to adapt their interfaces. The Znuny REST API also allows CRUD operations on tickets, users, articles, etc. Via the admin interface, web services (REST/SOAP) can be set up with mapping configurations. Differences from OTOBO arise less in the functionality of the API itself – both systems support similar use cases – but more in the documentation and further development: OTOBO documents the 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, "Znuny REST API" and "OTOBO REST API" are equally powerful – the choice of system is more influenced by other factors than by the API.
Artificial Intelligence in the Ticketing System
An exciting distinguishing feature is the use of artificial intelligence (AI) to support the ticket process. OTOBO has set early priorities here, while Znuny (still) shows restraint:
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, based on the subject and content, it can recognize which queue or topic is likely and pre-fill the ticket accordingly. The AI module runs in a separate Docker container and communicates with the OTOBO core via an interface. Advantages of this solution include accelerated response times and relief for support staff in pre-qualifying requests. The artificial intelligence in OTOBO is still in its early stages, but already shows 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 such as automatic categorization or AI-assisted response suggestions are not officially covered by Znuny (as of 2025). However, one can extend Znuny with AI by connecting external AI services – for example, via the REST API, tickets can be sent to an external machine learning service, and its analyses can be fed back. However, this requires individual customization. The Znuny community is aware of the topic of "AI in Znuny", but the project's focus is more on stability and core functions. Companies that want to benefit from AI immediately tend to opt for OTOBO or implement their own solutions for Znuny. It remains to be seen whether future Znuny versions will integrate AI features directly, but currently OTOBO clearly leads in terms of * artificial intelligence in the ticketing system.
Installation and Demo Availability
Both ticketing 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 avenues that simplify getting started:
Znuny Installation: Znuny is typically installed on a Linux server. Official packages (RPM/DEB) and instructions are available for common distributions, and the installation includes setting up Perl modules, web server (Apache/Nginx), and a database (MySQL/MariaDB or PostgreSQL). Znuny provides tutorials and the well-known OTRS Installer Bash for this purpose. There is no official port for Windows – Znuny is intended for server operation under Linux/Unix. Help with Znuny installation can be found abundantly 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 provided Docker Compose files, OTOBO, including all components, can be set up in minutes. This reduces misconfigurations and simplifies updates. Alternatively, Rother OSS also offers a package repository for Ubuntu, so installation and updating can be done via apt. Overall, the initial installation in “Znuny vs OTOBO” is tendentially faster with OTOBO thanks to Docker, while Znuny tends to follow traditional setup steps. Both systems require similar prerequisites (Perl 5, database, web server); differences lie more in the provided installation paths.
Regarding demo availability, there are also differences: A Znuny demo for direct testing is not publicly offered by the project itself – interested parties must install Znuny themselves or use one of the unofficial demo containers. OTOBO, on the other hand, can be tested easily: either by using the Docker installation locally, or by contacting 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 functions 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, one should be prepared to perform a brief installation – which, with some Docker experience, can also be done very quickly.
Use Cases and Advantages
Both systems are suitable for a variety of use cases in service management. 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 or the other may offer advantages:
Znuny plays to its strengths primarily 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). Furthermore, there is a large pool of community modules around Znuny that enable special industry solutions. The learning curve for OTRS-experienced administrators and agents is minimal – one feels immediately at home.
OTOBO scores points in environments that prioritize modern features and user-friendliness. The new customer portal and the fresh UI elements are well-received by end-users. Features like Elastic 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 take a more innovative path and are not afraid to use a slightly younger fork with smaller (but agile) development teams.
Ultimately, the decision Znuny vs. OTOBO depends on the specific requirements, the existing infrastructure, and the strategic goals of the company. Both solutions are free and open-source, so there is no licensing risk – it depends on what priorities are 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 partly different directions. OTOBO impresses with a modern user interface, additional features (e.g., AI module), and convenient deployment via Docker. Znuny focuses on reliability and strong community support – it integrates innovations carefully and ensures long-term maintenance of the OTRS heritage. There is no clear "winner": both ticketing 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 both – if possible – in a demo or test environment to find out which solution is most suitable for one's own company. In any case, one benefits from the flexibility and expertise of the OTRS community, which lives on in both projects.
Sources
- Znuny Website: Official website of the Znuny project with downloads, documentation, and 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 (including Docker installation and REST API, as well as AI plugin).
- Community Forums: Exchange of experiences on Znuny and OTOBO in forums (community.znuny.org, OTOBO Forum) – e.g., reports on migration from OTOBO to Znuny, or use of Docker for OTRS forks.