Digital Assistant for OTRS
The chatbot for your issue tracking system
Business Chatbot: Digital Assistant for OTRS Free and OTRS Business Solution™
The Business Bot Notifier for OTRS extends the capabilities of the ticket system OTRS with instant messaging. The OTRS plugin integrates seamlessly into the existing ticket system solution and is available as an on-premise and cloud solution.
Ask the digital assistant, in what state your ticket is or define custom queries and actions. The chatbot helps you to query frequently accessed information and perform actions. You have the opportunity to establish a dialogue between the mobile user and the OTRS solution in order to initiate further steps and actions in a critical situations. Templates assist you with customized queries.
As customer, ticket worker, administrator, or manager, you can receive selected OTRS notifications as instant message on your mobile device (Facebook™ Messenger, Microsoft Skype for Business™, Telegram™ Messenger and Threema). This allows you to respond to critical situations by receiving new and updated ticket information from OTRS system as an instant message.
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What are the advantages of the Digital Assistant for OTRS?
Benefits at a glance
How does the Digital Assistant for OTRS work?
The user sends an instant message to the platform to ask for the ticket status. The request is processed by the chatbot who queries the OTRS system and returns the result to the user via instant message.
The OTRS plugin is informed about a newly created or updated ticket and is processing selected ticket information within the OTRS system. The selected information is pushed to the Business Bot Platform and processed by the chatbot. The platform takes care of delivering the selected OTRS information as an instant message to various users, distribution lists, or groups.