OTRS is an open-source ticketing and service management system for IT and customer service processes.
What is OTRS?
OTRS is one of the best-known ticket and process management systems in professional customer and IT support.
It is used worldwide by companies, public authorities and service organizations to capture, assign and resolve requests in a structured way.
With OTRS, tickets can be categorized, prioritized and automated individually. The system is especially strong in process mapping – complex workflows can be mapped and optimized through automation.
OTRS also offers extensive reporting and escalation mechanisms to make service quality and response times measurable.
Open interfaces let OTRS integrate flexibly into existing IT landscapes – e.g. into CRM, ERP or AI systems like melibo to make support processes smarter.
What does connecting melibo and OTRS do for you?
The melibo x OTRS integration brings artificial intelligence straight into your ticket system.
Support teams can respond faster, more precisely and more proactively – without losing flexibility.
With Response Assist, melibo automatically generates reply suggestions based on previous interactions, customer data and ticket context. The suggestions appear directly in the OTRS interface and can simply be used or adjusted.
Action Assist automatically recognizes which action makes the most sense and suggests targeted actions to your support team – for example forwarding a ticket, updating the ticket status or adding notes.
These actions are only executed after approval by an employee – for maximum security and transparency.
In addition, melibo can send automatic answers as soon as certain conditions are met. Standard requests, such as status updates or simple information questions, are answered directly, while complex cases are forwarded to your team by priority.
Combining OTRS and melibo creates a modern, AI-powered service ecosystem – with much shorter response times, consistent wording and noticeable relief for your team.
What do I need for an integration with OTRS?
Our AI experts are happy to support you with the integration – so that melibo and OTRS work together optimally in no time.
Your AI agent suggests concrete actions like cancellations, address changes or refunds directly in the helpdesk. You confirm with one click and the agent carries out the action.
Frequent standard questions can be fully automated. The AI agent recognizes them instantly, pulls the relevant data from your system and sends the reply automatically – without burdening your support team.
Your AI agent delivers smart reply suggestions for complex requests. Your team just reviews and approves – saving time while keeping full control.
Success stories from customers using this integration
Get started with your integrations today
Book a call and share your tech stack
Book an individual strategy call with our experts and tell us about your tech stack.
Meeting preparation
Ahead of the call, we analyze your tech stack and the use cases we can automate in your customer service.
Your automation potential
In the meeting, we show you which use cases our AI agents can automate for you and how they fit your existing tech stack.