ADD-ON FEATURE
Rocket.Chat Integration
Secure Communication Between Teams and with Customers.
Create new group chats directly from your tickets or utilize existing Rocket.Chat channels to quickly and securely communicate with colleagues and customers.
Added Value
- Omnichannel collaboration and seamless interaction with your customers
- A central platform for team-internal and cross-company communication
- Shortened decision-making paths, saving you valuable time on approvals
- Full control over your data, thanks to on-premise operation of both systems, ensuring your communication remains secure.
Ready to deploy with just a few clicks
Once set up via web service (REST API), Rocket.Chat is available to all authorized users in the menu bar above the ticket view.
User search in OTOBO and Rocket.Chat can be performed alternatively by username or email address. Therefore, centralized user management in a directory or identity service, such as Active Directory, LDAP, or CAS, is ideal.
Create new Rocket.Chat channels directly in the ticket
- As an OTOBO ticket owner, you can create a new Rocket.Chat channel directly within the ticket based on a pre-defined naming scheme. Only authorized users can see the chat.
- The Rocket.Chat accounts of the ticket owner and all involved agents and customers in the ticket are automatically added to the chat.
- The email headers of exchanged emails within the ticket can be investigated for additional recipients and their Rocket.Chat accounts can be added. This requires searching for Rocket.Chat accounts by email address.
- The ticket owner receives permission to edit, delete, and archive the chat.
The announcement window of the Rocket.Chat channel contains a link to the ticket and the title of the ticket.
Use existing Rocket.Chat channels
- If a Rocket.Chat channel already exists for the current ticket, all OTOBO users in the ticket will be shown a link to the existing Rocket.Chat channel.
- The prerequisite is that the OTOBO user has been automatically or manually added to the channel through the integration. Since the chats are created as private groups, access is regulated accordingly by Rocket.Chat.
Download
The OTOBO feature add-on UniAugsburg-OtoboRocketchat is provided by the University of Augsburg. Thank you!
You can easily install the add-on via the package management of your OTOBO system – Directory Third Party Add-ons – or download the package, including documentation, here.
