OTOBO

OTOBO is a flexible, web-based open-source ticketing system designed for customer service, help desks, and IT service management. It provides ticket lifecycle management, automation, a knowledgebase, and optional ITSM/CMDB components for tracking assets and configurations.

Key Features

• Full ticketing system with ticket creation, queues, priorities and SLA handling
• Email integration for inbound/outbound tickets and notifications
• Automation and workflow capabilities to route, escalate and process tickets
• Integrated knowledgebase with internal and external interfaces for FAQs and articles
• Optional ITSM extension including CMDB for asset and configuration tracking
• Highly configurable templates, roles, permissions and business rules
• Docker-friendly deployment artifacts and traditional packages for sysadmin installation

Use Cases

• Customer support centers handling inbound requests and SLA-driven responses
• Internal IT service desks tracking incidents, requests and assets via CMDB
• Automating repetitive service processes and escalation workflows for faster resolution

Limitations and Considerations

• Deep customization often requires knowledge of Perl and OTOBO's configuration model
• Initial setup and integration (email servers, database, LDAP) can be complex for novice administrators

OTOBO is suitable for organizations that need a mature, configurable ticketing and service-management platform with extensible ITSM capabilities. It is best chosen when strong customization and control over workflows and assets are required.