OTOBO Administration Manual

OTOBO is an open source ticket request system with many features to manage customer telephone calls and emails. It is distributed under the GNU General Public License (GPL) and tested on various Linux platforms. Do you receive many emails and want to answer them with a team of agents?

Warning

This documentation is for the 11.1 beta version of OTOBO. It may contain incomplete or inaccurate information, and some features may not be fully functional. Please use this documentation with caution and report any issues to the OTOBO development team. You may find the documentation for the latest stable release at https://doc.otobo.org/manual/admin/11.0/en/content/index.html.

About This Manual

This is the OTOBO Administration Manual. The chapters describe the administration of the OTOBO software. The main parts of this manual are the Administration Area and the How-Tos. How-Tos are step-by-step instructions to solve a particular problem, while the Administration Area chapters describe the configuration possibilities of OTOBO in more detail.

Important

If you are new to OTOBO, we recommend to start with the Getting Startet Guide.

Contents

• Getting Started
• Administration Area
  • Ticket Settings
    • Attachments
    • Auto Responses
    • Priorities
    • Queues
    • Queues ↔ Auto Responses
    • Salutations
    • Service Level Agreements
    • Services
    • Signatures
    • State pre-selection for Templates
    • States
    • Templates
    • Templates ↔ Attachments
    • Templates ↔ Queues
    • Ticket Masks Settings
    • Types
  • Communication & Notifications
    • Admin Notification
    • Appointment Notifications
    • Communication Log
    • Email Addresses
    • PGP Keys
    • Postmaster Filters
    • PostMaster Mail Accounts
    • OIDC based OAuth2 Authentication for Email
    • S/MIME Certificates
    • Ticket Notifications
  • Users, Groups & Roles
    • Agents
    • Agents ↔ Groups
    • Agents ↔ Roles
    • Customers
    • Customers ↔ Groups
    • Customer Users
    • Customer Users ↔ Customers
    • Customer Users ↔ Groups
    • Customer Users ↔ Services
    • Groups
    • Roles
    • Roles ↔ Groups
  • Processes & Automation
    • Access Control Lists (ACL)
    • Dynamic Fields
    • Generic Agent
    • Process Management
    • Ticket Masks
    • Web Services
  • Customer Interface
    • Customer Ticket Search
  • Languages
    • Translations
  • OTOBO Team Services
    • Support Data Collector
    • Cloud Services
  • Administration
    • Calendars
    • FAQ Category
    • FAQ Language
    • Import/Export
    • Package Manager
    • Performance Log
    • Session Management
    • SQL Box
    • System Configuration
    • System Log
    • System Maintenance
• How-Tos
  • Configuring CKEditor Plugins and Toolbar
    • 0. Default State
    • 1. Activate the Enhanced Mode for the CKEditor Toolbar
    • 2. State with Enhanced Mode
    • 3. Change the Toolbar Configuration
    • 4. State with Change in Place
• Glossary
• Documentation History

License

This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany.

Copyright © for modifications and amendments 2019-2024 ROTHER OSS GmbH (https://otobo.de), Oberwalting 31, 94339 Leiblfing, Germany

Terms and Conditions OTRS: Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on the GNU website.

Terms and Conditions Rother OSS: Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license is included in the section entitled “COPYING”.

Published by: Rother OSS GmbH, (https://otobo.de), Oberwalting 31, 94339 Leiblfing, Germany.

Authors: OTRS AG (original version), Rother OSS GmbH (https://otobo.de).