How Konfuzio optimizes the OTOBO ticket system

The integration of Konfuzio, a platform for artificial intelligence (AI) and machine learning (ML), significantly expands the capabilities of the OTOBO ticket system, which we discuss in detail in this blog post.

Definition

The OTOBO ticket system is a comprehensive open source software developed specifically for service and support management. It is based on the well-known OTRS (Open Ticket Request System) and offers similar functionalities, but with some additional improvements and updates. With its active community and the ability to customize and extend through the OTOBO Package Manager, the system is a flexible and scalable solution for a wide range of business requirements.

Information on the OTOBO ticket system

OTOBO offers a wide range of functions that facilitate the management of service requests and tickets. The most important ones include:

  • Support - Efficient management of customer inquiries and support tickets.
  • Community - An active user and developer community that contributes to the continuous improvement and expansion of the software.
  • Management - Extensive management functions that make it possible to prioritize and track tickets.
  • Open source - OTOBO is open source software, which means that the source code is freely accessible and customizable.

Further information, services and support for Installation of OTOBO can be found under the link. You are also welcome to contact the guest author of this article if you have any questions about administration or settings.

New version 11

With the 11th version, OTOBO is integrating new settings into the ticket system. New functions, improvements and services are:

  • Numerous new features that increase the user-friendliness and efficiency of the system.
  • Improved performance and optimized system requirements ensure smooth use even in large companies.
  • Stronger integration of partner solutions and extended community support promote collaboration and innovation.

Dynamic fields in version 11

Several new types of dynamic fields have been introduced in the new version, which significantly enhance customizability and functionality.

OTOBO 11 Dynamic Fields
OTOBO 11 Dynamic Fields

Dynamic Field Type - DynamicFieldSet

DynamicFieldSet is a new field type that allows users to create a group of dynamic fields. These can be added in the settings to various interfaces, such as the AgentTicketPhone interface.

Dynamic Field Type - Reference to Agent

With the new field type "Reference to Agent", users can create dynamic fields that refer to agents.

Dynamic Field Type - Reference to CustomerCompany

Another new field type is "Reference to CustomerCompany", which makes it possible to create dynamic fields that refer to customer facilities.

Dynamic Field Type - Reference to CustomerUser

This field type enables the creation of dynamic fields that refer to individual customer users.

Dynamic Field Type - Reference to Ticket

This field type can be used to create dynamic fields that refer to other tickets.

Dynamic Field Type - Script

The script field type allows the execution of user-defined code within fields, which enables a variety of automated actions and calculations.

Application example

A practical illustration of the use of a script field to calculate the 14-day right of withdrawal date:

OTOBO 11 Dynamic Field Script - 14 days right of withdrawal
OTOBO 11 Dynamic Field Script - 14 days right of withdrawal

Advantages of Konfuzio and OTOBO in combination

Konfuzio is an advanced software solution specializing in IDP (Intelligent Document Processing), which enables automated data extraction from incoming files and documents such as emails, PDFs and scans. The AI extraction complements the capabilities of OTOBO to reduce manual effort and increase the accuracy of the data. In addition, Konfuzio supports the Categorization and prioritization of tickets through the use of advanced AI algorithms, allowing important requests to be identified and processed even faster.

The search function in the OTOBO system is supported by the Text analysis skills Konfuzio's data analytics significantly improve the relevance of search results and reduce the time it takes to find information. Analytics and reports based on Konfuzio's big data analytics provide valuable insights into trends and patterns that drive decision-making and strategic planning. Last but not least, Konfuzio contributes to compliance and security policies by identifying sensitive data and ensuring that it is handled in accordance with applicable regulations.

The integration of Konfuzio into the OTOBO ticket system thus makes the open source program many times more efficient and powerful by automating manual processes, increasing accuracy and providing valuable tools and insights to support staff.

Automation in the OTOBO ticket system and optimization with Konfuzio

The ticket system offers a wide range of automation and optimization features that have been specially developed to design and manage service and support processes more efficiently. These features help to save time, reduce errors and increase customer satisfaction. The Konfuzio integration extends these capabilities by using advanced artificial intelligence and machine learning to significantly increase efficiency and accuracy.

Automated ticket creation:

OTOBO enables the automatic creation of tickets based on specific events or points in time. For example, the system can automatically create a ticket when an employee adds a new appointment or triggers a specific action.

Konfuzio goes one step further by automatically analyzing incoming documents such as emails or PDFs based on certain events and extracting relevant information. One example: If a customer sends a PDF invoice with an inquiry, Konfuzio recognizes the relevant data in both the email and the invoice, thereby influencing prompt further processing and follow-up within the ticket system.

Workflow automation:

OTOBO automates complex service processes with special workflow features. For example, certain ticket actions can be carried out automatically if certain conditions are met, including forwarding tickets to specific departments or setting priorities.

Konfuzio improves this functionality by analyzing document content and triggering workflow actions based on the results. For example, Konfuzio can automatically classify invoices, contract documents or service requests and notify or prioritize the appropriate departments, significantly increasing the efficiency and accuracy of the ticket workflow.

Efficient data management:

Administrators can use dynamic fields and field sets in OTOBO efficiently manage and display specific data. These fields can be adapted to the individual needs of companies to make relevant information quickly and easily accessible.

Konfuzio optimizes this functionality by automatically extracting the most important data points from documents and preparing them in such a way that they can be easily transferred to the dynamic fields of OTOBO. For example, data from contracts, orders or reports can be transferred directly and organized in the ticket system, making data management even more efficient.

Multi-client capability:

The multi-client capability of OTOBO makes it possible to manage different customer or user groups separately. This is particularly useful for organizations that serve different business areas or customer locations.

Konfuzio enhances this functionality by recognizing and automatically applying specific data requirements of each client group. For example, Konfuzio can automatically assign documents to the correct clients based on content or metadata, making the management of requests and documents for different clients more efficient.

The combination of Konfuzio and the OTOBO ticket system significantly increases the efficiency and accuracy of service and support processes compared to using the open source solution alone.

Conclusion

The integration of Konfuzio into the OTOBO ticket system takes service and support management to a higher level by increasing efficiency and accuracy. Konfuzio automates the analysis and extraction of data from incoming documents, reducing manual work and speeding up ticket creation. Optimized data management and intelligent multi-client capability precisely organizes relevant information and ensures correct allocation. Konfuzio strengthens the search function and provides the basis for detailed analyses that enable rapid, well-founded decisions. Adherence to compliance and security regulations is also guaranteed at all times.

This symbiosis leads to faster response times, higher service quality and increased customer satisfaction. Companies benefit from a powerful, intelligent and scalable solution that takes their service processes to a new level.

The new version 11 of the OTOBO ticket system sets new standards in the field of service and support management. This version brings with it numerous innovative settings and improvements that increase efficiency and user-friendliness. With the introduction of new dynamic fields, extended support for integrations and optimized system requirements, OTOBO 11 is well equipped to meet the demanding requirements of modern businesses. Strong community support and the active involvement of developers and users contribute significantly to the continuous development and improvement of the tool.

FAQ

Is Konfuzio an official OTOBO partner?

OTOBO works with various enterprise partners to offer each organization tailor-made solutions and managed services. These partners support the organization with various services such as implementation, customization and maintenance of the system and although Konfuzio is not an official partner, the intelligent software integrates seamlessly with OTOBO. The symbiosis with Konfuzio makes it possible to automate document processing and make it more efficient, whereby OTOBO and Konfuzio together offer a powerful solution for the management of service requests.

What is the Package Manager?

The OTOBO Package Manager is a centralized tool that allows users to easily install and manage extensions and updates for the associated ticket system. With a user-friendly interface, administrators can quickly add new functions and settings, update existing packages or uninstall extensions that are no longer required.

Who is the manufacturer of the OTOBO ticket system?

ROTHER OSS GmbH, based in Leiblfing, is an innovative company that specializes in open source solutions. Under the leadership of CEO Stefan Rother, the company offers customized software solutions and services that meet the requirements of modern companies. The open source software OTOBO is a powerful and flexible helpdesk and ticketing solution that has evolved from the well-known OTRS software.

What is the development history behind OTOBO?

The story of OTOBO begins in 2020, when Stefan Stefan Rother and his team decided to develop their own version of the popular OTRS software to better meet the requirements of modern IT service management environments.

2020 - The foundation of OTOBO as a fork of OTRS. Stefan Rother and his team focus on the further development and improvement of the existing OTRS functionalities. This is followed by the release of the first version of OTOBO, which offers numerous improvements and new features compared to the original OTRS system.

2021 - More and more companies are recognizing the advantages of the new platform and OTOBO is rapidly gaining popularity. The OTOBO community is growing steadily and updates and enhancements are regularly released based on user feedback.

2022 - The launch of OTOBO 10 brings significant new features, including an improved user interface, enhanced automation capabilities and improved integrations with other systems. OTOBO is establishing itself as one of the leading open source solutions in the helpdesk and ticketing sector.

2023 - OTOBO is being further optimized. New functions are being added to keep pace with the increasing requirements and expectations of users. The platform now offers even greater flexibility and adaptability to meet the individual needs of different companies and industries.

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