ResorsIT Uses OTOBO for IT Service Management
OTOBO is an ITIL-compliant, open-source service management platform built for IT helpdesks, customer service centers, and enterprise service operations. It is a community-driven fork of OTRS Community Edition, offering a fully free, modularly extensible platform.
Ticket Management
- Multi-channel ticket creation — Tickets are automatically created from email, the customer self-service portal, or phone intake.
- Queues, priorities, and states — Route tickets to the right team, set priority levels, and track ticket status through resolution.
- Agent collaboration — Assign tickets, add internal notes, and track the full communication history within each ticket.
SLA Monitoring & Escalation
- Service Level Agreement tracking — Define response and resolution times per service or customer.
- Automatic escalation — OTOBO monitors SLA deadlines and notifies your team before breaches occur, ensuring tickets are handled within agreed timeframes.
Knowledge Base
- Internal and external FAQ — Create and manage a repository of solutions, how-to articles, and documented procedures.
- Customer-facing — Publish articles to the self-service portal so users can find answers before submitting a ticket.
- Agent-facing — Give your support team quick access to known solutions and standard procedures.
Customer Self-Service Portal
- Web-based portal — Customers submit and track their own tickets without email.
- FAQ access — Customers browse published knowledge base articles directly from the portal.
Process Automation
- Workflow automation — Define rules and triggers to automate ticket routing, notifications, and status changes.
- Process management — Model structured workflows for repeatable processes like onboarding, change requests, or approval chains.
Reporting & Analytics
- Dashboards — Configurable agent dashboards with ticket statistics and queue overviews.
- Reports — Generate reports on ticket volume, response times, SLA compliance, and team performance to identify areas for improvement.
CMDB (Add-on)
- Configuration Management Database — Track IT assets, infrastructure components, and their relationships. Extends beyond IT to buildings, equipment, vehicles, or any managed resource.
Additional Capabilities
- Email-to-ticket conversion — Incoming emails are automatically converted to tickets with full threading.
- Templates and canned responses — Speed up replies with reusable response templates.
- ITIL-compliant — Supports incident management, service request fulfillment, and problem management processes.
- Modular and extensible — Add capabilities through packages and extensions as your needs grow.
More details on OTOBO are available at their website linked here.