ResorsIT Uses OTOBO for IT Service Management
A help desk that lives outside your identity system means an agent gets provisioned once for email and again for the ticketing tool, and de-provisioned inconsistently when they leave. ResorsIT runs OTOBO, an ITIL-compliant, open-source service management platform built for IT help desks and enterprise service operations, as an orchestrated component instead, so agent access follows the same identity and permissions as everything else on the platform.
Tickets, Queues, and SLAs
Tickets are created automatically from email, the customer self-service portal, or phone intake, and route to the right queue with a priority and status that tracks through to resolution. Service level agreements define response and resolution times per service or customer, and OTOBO monitors those deadlines itself, notifying your team before a breach rather than after one.
A Knowledge Base and Self-Service Portal
Agents and customers share the same repository of solutions and how-to articles, published internally for the support team or externally on the customer portal, so a customer can often find an answer before a ticket gets opened at all.
Automation and Reporting
Rules and triggers automate ticket routing, notifications, and status changes, and structured workflows model repeatable processes like onboarding or change approval. Configurable dashboards and reports cover ticket volume, response times, and SLA compliance, and an optional CMDB add-on tracks IT assets and their relationships alongside the tickets tied to them.
Access Control That Matches the Rest of the Platform
Because OTOBO runs inside ResorsIT rather than beside it, agent access and permissions follow the same identity provider as every other application on the platform, and every ticket action is part of the platform’s existing audit trail rather than a separate log to check.
Running OTOBO through ResorsIT means the help desk your team already needs stops being a separate system with its own accounts and its own audit trail, and becomes one governed piece of the same platform as everything else.
See how ResorsIT orchestrates OTOBO and the rest of the platform, or read more about OTOBO itself directly at their site.