OTOBO

Advanced SLA Rules

Featured

by Mustermann IT Solutions

Adds advanced SLA escalation and business hour rules.

Knowledge base and FAQ module for OTOBO allowing agents and customers to create, manage, and search frequently asked questions.

A powerful Configuration Management Database for tracking IT assets, configuration items, and their relationships within OTOBO.

Complete ITIL-aligned ITSM suite for OTOBO including Change Management, Incident Management, Problem Management, and SLA Management.

Visual Kanban board for structured task management, allowing agents to organize tickets and tasks in a drag-and-drop workflow view.

Integrates Rocket.Chat messaging with OTOBO to enable real-time communication, ticket creation from chat messages, and agent collaboration.

Provides a structured service catalog for end users to browse and request IT services, integrating with ITSM workflows and approval processes.

Automatically distributes incoming tickets across agents or queues based on workload, availability, and configurable rules to ensure even ticket distribution.

Create and send customer satisfaction surveys linked to tickets. Collect feedback and analyze service quality metrics.

Receives and processes system monitoring events from Nagios, Icinga, or other monitoring tools to automatically create and update tickets.

Track and account for time spent on tickets and projects. Generate time reports for billing and resource management.