HELPDESK
Convince with outstanding service and strong communication – direct and personal – to increase customer satisfaction.
Customer inquiries about your products and services are systematically recorded in OTOBO and automatically routed to the appropriate service team for further processing. All information about the request is centrally available on the ticket for the teams and staff involved in the resolution.
The self-service portal serves as the window into your service organization, allowing customers or process-involved partners to create new requests, research information, initiate customer service processes, and track the progress of their inquiries. Your support team can focus on tackling requests and providing solutions.
Create transparency about your service offerings and automate service delivery. Your customers can find the OTOBO service catalog in the self-service portal.
In the knowledge base, you provide answers to frequently asked questions (FAQs), solution articles, and guides for your service teams and customers to ensure quick resolution of inquiries.
Monitor the quality of your internal and external Service Level Agreements (SLAs) to maintain service quality at a consistently high level.
Regularly generated reports and a dashboard are all you need to stay updated on activities, performance metrics, and trends within the service organization. All data collected in the helpdesk can be analyzed and presented clearly in dashboards.
Recording cases with all relevant data, routing them to the competent team, linking to related incidents, automatic notifications, scheduling, and team coordination throughout the lifecycle – your OTOBO Helpdesk brings all the features to handle your customers’ inquiries quickly and successfully.
Whether it’s customer and product support, citizen services, maintenance services, CERT, or Information Security Management System (ISMS) – with OTOBO Process Management, you can automate any workflows and efficiently handle operations.
Open standards and a powerful REST/SOAP API enable the flexible integration of the OTOBO Service Management platform with other systems and data sources. Make OTOBO your own Service Management platform.
SCALABLE PLATFORM
Integrated into ITSM processes, the OTOBO Service Desk ensures the swift and structured capturing, tracking, and resolution of incidents and service requests to IT.
As a helpdesk software, OTOBO automates processes to capture, handle, and promptly provide solutions to your customers’ inquiries. Additionally, it ensures better and personalized customer communication.
Extend service management beyond IT. OTOBO assists in delivering enterprise services in a unified service catalog, automating associated processes, and orchestrating communication between employees, internal, and external service providers.
SERVICE EXCELLENCE