Digital Assistant for OTRS

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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OTRS Information as Instant Message in Telegram Messenger

What are the advantages of the Digital Assistant for OTRS?
Benefits at a glance

Message templateMessage template

Use the message template or compose the instant message with your desired OTRS ticket information.
Flexible with additional information expandableFlexible with additional information expandable

Keep control in critical situations by receiving critical ticket information as instant message.
Adaptation to business processesAdaptation to business processes

The assistant can be specifically tailored by our experts to your requirements.
Custom ActionsCustom Actions

Define your own keywords in the instant message that you want to trigger an desired action in the OTRS system.
Highest SecurityHighest Security

The communication between the platform and the OTRS integration is encrypted. In addition, the connection is validated.
Collection of predefined OTRS ActionsCollection of predefined OTRS Actions

The chatbot already contains predefined actions that you can use immediately (e.g., querying ticket information).

How does the Digital Assistant for OTRS work?

Pull-Message (blue)

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.
Push-Message (red)

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.
OTRS Notification Flow

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