description: >
  OTOBO / Znuny, the advanced open source ticketing systems.
  Learn how to install, configure, and customize OTOBO.

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

What is OTOBO?

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

Reviews

1Review 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 use it to collect data about broken cars, for example. This works excellently with OTOBO.

Pros

We have been using OTOBO for a long time, and we are always amazed at how many features OTOBO has. The OTOBO ticketing system is completely free, but it 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 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 security, regular updates, and specific extensions for process management and reporting. The user interface is classic, yet 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 individual requirements and preferences of the user. OTOBO excels 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

The transition from ((OTRS)) Community Edition to OTOBO is a seamless process that ensures you retain the familiar functionalities 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 with the setup. 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 OTOBO configuration 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 you with all the tools you need to adapt your ticketing system to your specific requirements and increase the productivity and satisfaction of your team and your customers.

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

Manage 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 easy installation and configuration of OTOBO on Linux distributions like Debian, Ubuntu, and SUSE. Discover how OTOBO fits into any IT landscape thanks to Docker and Kubernetes support, and explore the extensive customization options of the OTOBO user interface.

OTOBO Ticketing System Customer Management

Administrator

This manual is intended for 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 using Docker and Kubernetes, you will find all the necessary information here.

The administrator interface is the core 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 be perfectly adapted to your company's structure.

Get started with OTOBO today and learn how to revolutionize your customer management and internal processes with the OTOBO ticketing 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 as customer users in the system, can also be easily added and managed. With support for Active Directory or LDAP for authentication, user management is immensely simplified, eliminating the need to manually add users.

Ticket Settings

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

Automated Responses and Templates

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

Improving Ticket Management Efficiency

Enhance the priority, states, and types of your tickets by exploring OTOBO's customizable priority, status, and types settings. If your service offering is divided into clearly defined services, you 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 enables organizations to provide an optimized, efficient, and customer-centric ticket management system. Utilize 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 will explore the possibilities of extending functionality by installing additional packages and customizing the external interface. This highlights the flexibility and scalability of OTOBO by allowing administrators to configure the system according to their specific requirements and preferences. Furthermore, we invite you to delve 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 for efficient ticket management. However, 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 features for different industries – the ability to customize OTOBO according to individual needs is virtually limitless.

Personalizing the External Interface

OTOBO allows for complete customization of the external interface, including the homepage, custom pages, and layout. By defining a Customer Service Catalogue 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 builds user trust in the quality of your support and enhances 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 key to unlocking the system's full potential. Our detailed chapters and specialized content provide in-depth insights into the customization possibilities and advanced settings that make OTOBO such a powerful solution for ticket management. 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 in customer service and ticket management with flying colors. Become an OTOBO expert and lead your company to success with efficiency and innovation.