OTOBO
OTOBO is a flexible, web-based ticketing system for customer service, help desk, and IT service management (ITSM). It continues the legacy of OTRS as a community edition, offering a full-featured ticketing platform that organisations can customise to match their own workflows and processes.
Key Features
- Ticket management — Create, track, and manage tickets across queues, states, and priorities
- Email integration — Turn incoming and outgoing email into tickets with full conversation threading
- SLA and escalation — Service-level agreements with escalation rules and automatic notifications
- Workflow automation — Define ticket processes, dynamic forms, and automatic actions
- ITSM modules — Change management, configuration management (CMDB), and asset tracking
- Knowledge base — Create internal and external articles and link them to ticket resolutions
- Reporting — Generate statistics and reports on ticket volume, response times, and agent performance
- Multi-language — Interface and ticket content support for many languages
Why Use OTOBO?
OTOBO is a strong choice when you need more than basic ticket tracking: its ITSM features cover change and configuration management, and its flexible process design lets you model approvals and workflows to match your organisation. As a community fork, it remains freely usable without the commercial licensing of its parent project.
Use Cases
- IT help desks that need ticket queues, SLAs, and asset tracking in one system
- Customer service teams with complex, multi-step support processes
- Organisations migrating from OTRS looking for a maintained community edition
Platform
Web-based (self-hosted) · Linux server · Docker
Licence
GPL-3.0