[{"data":1,"prerenderedAt":360},["ShallowReactive",2],{"navbar-en":3,"footer-en":25,"company-en":73,"service-detail-en-installation-and-upgrade":169,"service-detail-products-en":303},{"id":4,"extension":5,"items":6,"meta":22,"stem":23,"__hash__":24},"navbar_en/en/_data/navbar.yml","yml",[7,10,13,16,19],{"label":8,"to":9},"Home","/",{"label":11,"to":12},"Services","/services",{"label":14,"to":15},"Blog","/blogs",{"label":17,"to":18},"Booking","/booking",{"label":20,"to":21},"Contact","/contact",{},"en/_data/navbar","0s4EZWfFOzJefxw_XvqUtNphYWEmsyUdeXrL4zEnryI",{"id":26,"columns":27,"extension":5,"meta":70,"stem":71,"__hash__":72},"footer_en/en/_data/footer.yml",[28,41,57],{"title":29,"links":30},"Company",[31,32,35,38],{"label":20,"to":21},{"label":33,"to":34},"Book Appointment (Google Calendar)","https://calendar.app.google/fXPHuhqQvx9Gf4LT9",{"label":36,"to":37},"Impressum","/contact/impressum",{"label":39,"to":40},"Data Privacy","/contact/dataprivacy",{"title":11,"links":42},[43,46,49,52,55],{"label":44,"to":45},"Ticket Systems (OTOBO & Znuny)","/service-groups/ticket-systems",{"label":47,"to":48},"AI Services","/services#ai-services",{"label":50,"to":51},"Support & Hosting","/service-groups/support",{"label":53,"to":54},"Engineering Days","/service-groups/flexible",{"label":56,"to":12},"All Services",{"title":58,"links":59},"Resources",[60,61,64,67],{"label":14,"to":15},{"label":62,"to":63},"OTOBO Docs","https://otobo-docs.softoft.de",{"label":65,"to":66},"Znuny Docs","https://znuny-docs.softoft.de/en/",{"label":68,"to":69},"OpenITSMHub","https://openitsmhub.com",{},"en/_data/footer","I77CryODIAtWcfoM-p_WLTsPWm2QHcu6mOCutQUvUA0",{"id":74,"contact":75,"descriptor":83,"extension":5,"fullName":84,"meta":85,"metrics":86,"name":99,"partners":100,"qualification":105,"socialMedia":113,"stem":130,"tagline":131,"team":132,"testimonials":142,"whySoftoft":155,"__hash__":168},"company_en/en/_data/company.yml",{"email":76,"appointmentUrl":34,"googleReviewsUrl":77,"address":78},"info@softoft.de","https://www.google.com/maps/place/SoftOft/@50.0040865,8.2451374,17z/data=!3m1!4b1!4m6!3m5!1s0x47bd97c3c5e853d3:0x63a648317d57a53d!8m2!3d50.0040865!4d8.2451374!16s%2Fg%2F11rg8q5d69",{"street":79,"city":80,"zip":81,"country":82},"Am Judensand 7","Mainz","55122","Germany","Ticket System & AI Automation","Softoft Tobias Bück Einzelunternehmen",{},[87,90,93,96],{"value":88,"label":89},"5+","Years of ticket-system experience",{"value":91,"label":92},"5.0 ★","Rating on Google",{"value":94,"label":95},"Top 1000","Kaggle Datasets worldwide",{"value":97,"label":98},"100%","On-premise & privacy-first","Tobias Bück",[101],{"name":102,"description":103,"url":104},"Open Ticket AI","AI-powered ticket classification and routing for on-prem OTOBO/Znuny via REST APIs and Python SDKs","https://openticketai.com",{"heading":106,"intro":107,"bullets":108},"Who is this for?","Best fit for teams with clear ticket-system goals:",[109,110,111,112],"On-premise ticket systems","OTOBO or Znuny teams","REST APIs & Python SDK integrations",">500 tickets per month or AI automation plans",[114,118,122,126],{"platform":115,"url":116,"icon":117},"LinkedIn","https://www.linkedin.com/company/softoft-it-services/","fa-brands:linkedin",{"platform":119,"url":120,"icon":121},"GitHub","https://github.com/Softoft","fa-brands:github",{"platform":123,"url":124,"icon":125},"Kaggle","https://www.kaggle.com/tobiasbueck","simple-icons:kaggle",{"platform":127,"url":128,"icon":129},"Medium","https://medium.com/@softoft","fa-brands:medium","en/_data/company","Your Partner for On-Prem Ticket Automation & AI",[133,137],{"name":99,"role":134,"image":135,"featured":136},"Founder — OTOBO, Znuny & AI automation","/images/tobias-bueck.jpg",true,{"name":138,"role":139,"image":140,"featured":141},"Constanze Krishnaratne","Client communication, calls & video meetings · CEO Open Ticket AI","/images/constanze_krishnaratne_blue.png",false,[143,148,152],{"text":144,"name":145,"role":146,"company":147},"Tobi did some fine-tuning on our OTOBO ticket system. It was quick and uncomplicated. He knows what he is doing and implements it with creative solutions. Would do it again any time. Thank you!","Dennis Lohmann","Google review","",{"text":149,"name":150,"role":146,"company":151},"Softoft helped us (Vianova Service GmbH) set up the OTOBO ticket system. Everything worked out well.","Reinhard Sczech","Vianova Service GmbH",{"text":153,"name":154,"role":146,"company":147},"SoftOft helped us further develop our website. Fast, uncomplicated, affordable! Happy to work with them again!","Jochen Petersen",[156,159,162,165],{"icon":157,"text":158},"heroicons:star-20-solid","Less manual triage — your team replies faster",{"icon":160,"text":161},"heroicons:rocket-launch-20-solid","Live in weeks, not months",{"icon":163,"text":164},"heroicons:shield-check-20-solid","Your data never leaves your servers",{"icon":166,"text":167},"heroicons:user-20-solid","A direct line to the expert — no middlemen","IHmavj_qoT9cl3yPYZX1Bd9_rNFWXIHHVj2gBt7Qedc",{"id":170,"title":171,"cta":172,"deliverables":175,"editions":181,"excluded":209,"extension":214,"faq":215,"included":231,"meta":236,"oneLiner":237,"order":238,"prerequisites":239,"price":244,"pricingSummary":245,"processSteps":246,"relatedProducts":267,"serviceGroup":271,"slug":272,"stem":273,"systems":274,"tags":277,"timeline":285,"variants":286,"whoFor":297,"__hash__":302},"services_en/en/_data/services/ticket-systems_installation-and-upgrade.yaml","Installation & Upgrade",{"primary":173,"secondary":174},"Install or update","Book 15-min call",[176,177,178,179,180],"Fully installed or upgraded OTOBO/Znuny instance","Database, web server, and cron/daemon setup (installs)","Package compatibility review and updates (upgrades)","Basic security hardening and smoke tests","Runbook / handover documentation + rollback plan for upgrades",[182,189,196,202],{"edition":183,"price":184,"scope":185},"Simple Update","800 €",[186,187,188],"Straightforward version update on one instance","Staging check + production update","Smoke tests + short handover",{"edition":190,"price":191,"scope":192},"Full Upgrade","1 400 €",[193,194,195],"Full upgrade with package compatibility review","Staging test + production upgrade","Backup, rollback plan, and documentation",{"edition":197,"price":191,"scope":198},"New Installation",[199,200,201],"1 production environment","Install + base configuration + hardening","Runbook + handover",{"edition":203,"price":204,"scope":205},"Installation Plus","2 200 €",[206,207,208],"Production + simple staging environment","Extended hardening + backup/monitoring setup","Admin walkthrough session",[210,211,212,213],"Full data migration from another system (see Migration service)","Custom module development or re-development of incompatible packages","Complex SSO/IdP rollouts (see Email & SSO Setup)","New feature development","yaml",[216,219,222,225,228],{"q":217,"a":218},"What counts as a Simple Update?","A **Simple Update** covers a straightforward patch, minor update, or single-version bump on an existing instance with little or no custom modifications:\n\n### What is included:\n- Full pre-flight snapshot and database backup verification\n- Staging test run to confirm schema migrations and package compatibility\n- Production update window with immediate smoke testing\n\nIf you have complex third-party packages, heavily modified schemas, or custom Perl extensions, we recommend the **Full Upgrade** instead.\n",{"q":220,"a":221},"Do you support on-prem, air-gapped, and Docker environments?","**Yes, absolutely.** We specialize in secure on-premise operations:\n\n- **Docker / Compose:** standard deployment using `otobo-docker` or customized multi-container setups.\n- **Native Linux VMs:** Debian, Ubuntu, RHEL, or Rocky Linux installations directly on bare-metal or hypervisors.\n- **Air-gapped / Restricted networks:** We can work with pre-downloaded package archives and offline registries.\n",{"q":223,"a":224},"Can you upgrade across multiple major versions (e.g. OTRS 5/6 to OTOBO 11)?","Yes. We design a multi-step staging pipeline that safely brings your database schema and configuration forward:\n\n1. **Schema stepping:** Traversing intermediate database migration milestones without data loss\n2. **Package audit:** Checking obsolete ITSM modules, DynamicFields, and ACLs\n3. **Cutover plan:** Rehearsing the process on a clone so downtime during final migration is kept to a minimum\n\nFor large-scale migrations from legacy systems, see our dedicated [Ticket System Migration](/services/otrs-migration) service.\n",{"q":226,"a":227},"What about migrating our existing data from another system?","Data migration from other systems (such as legacy OTRS, Jira Service Management, Zendesk, or custom helpdesks) is handled via our dedicated [Ticket System Migration](/services/otrs-migration) service. That includes field mapping, customer account transfers, ticket articles, and attachment verification.\n",{"q":229,"a":230},"How do we get started?","Feel free to reach out anytime via email at [info@softoft.de](mailto:info@softoft.de) or book a free [15-minute consultation call](/booking). We review your current system version, requirements, and target timeline and provide a clear, fixed quote.\n",[232,233,234,235],"Staging test before production for upgrades","TLS/HTTPS configuration with your certificate (installs)","Backup setup and post-change smoke tests","Rollback strategy for upgrades",{},"New installs and safe version updates for OTOBO or Znuny — hardened and documented",10,[240,241,242,243],"A target server or running instance (VM/Docker) that meets the system requirements","Admin/root access to the host + a domain or hostname for the instance","For upgrades: access to the running instance, database backup, and package list","Decision on database and mail connectivity (for new installs)","from 800 €",null,[247,252,257,262],{"title":248,"bullets":249},"Kickoff",[250,251],"Confirm target version, system, and whether this is a new install or an update","Review host environment, packages, and risks",{"title":253,"bullets":254},"Prepare",[255,256],"New install: set up database, web server, and base config","Upgrade: staging copy, compatibility check, backup",{"title":258,"bullets":259},"Execute",[260,261],"Install or upgrade to the target version","Apply hardening, package updates, and smoke tests",{"title":263,"bullets":264},"Handover",[265,266],"Runbook + walkthrough","Next steps (migration, hosting, tuning)",[268],{"slug":269,"relationshipDescription":270},"openticketai","A current, clean OTOBO or Znuny install is the foundation for adding Open Ticket AI classification and routing.","ticket-systems","installation-and-upgrade","en/_data/services/ticket-systems_installation-and-upgrade",[275,276],"otobo","znuny",[278,279,280,281,282,283,284],"installation","setup","upgrade","update","on-prem","docker","go-live","1–7 days",{"otobo":287,"znuny":292},{"label":288,"notes":289},"OTOBO",[290,291],"Docker (otobo-docker) or native install/upgrade depending on your environment","Paths to the latest stable OTOBO release (e.g. OTOBO 11)",{"label":293,"notes":294},"Znuny",[295,296],"Native install/upgrade on supported Linux distributions","OTRS-stack compatible configuration and package sources",[298,299,300,301],"You want a clean, production-ready OTOBO or Znuny installation without trial and error","You run an older version and want a simple, safe update","You need a tested upgrade with backups and a rollback plan","You prefer on-prem or Docker and want a clear, scoped engagement","J723RdNheCTwQsw7MY8i4Xoz2NC-0xOCvJDiQhJgFDM",[304],{"id":305,"extension":5,"meta":306,"products":307,"stem":358,"__hash__":359},"products_en/en/_data/products.yml",{},[308],{"id":309,"name":102,"tagline":310,"description":311,"url":104,"features":312,"benefits":337,"targetAudience":343,"integrations":347},"open-ticket-ai","On Premise Ticket AI","Open Ticket AI revolutionizes ticket management by leveraging advanced AI to automatically classify and route support tickets. \nDesigned specifically for Open Source Ticketsystems, it integrates seamlessly to enhance efficiency, reduce response times, \nand ensure tickets reach the right agents faster.\n",[313,317,321,325,329,333],{"title":314,"description":315,"icon":316},"AI-Powered Classification","Uses machine learning to accurately categorize tickets based on content, priority, and context.","fa-solid:brain",{"title":318,"description":319,"icon":320},"REST API & Python SDK","Native OTOBO and Znuny integration via REST APIs and Python SDKs — minimal configuration, full on-prem control.","fa-solid:plug",{"title":322,"description":323,"icon":324},"Automated Routing","Routes tickets to appropriate teams or agents based on predefined rules and AI insights.","fa-solid:route",{"title":326,"description":327,"icon":328},"Real-time Processing","Processes tickets in real-time for immediate action and improved SLA compliance.","fa-solid:bolt",{"title":330,"description":331,"icon":332},"Customizable Models","Train and customize AI models to fit your specific ticket taxonomy and workflows.","fa-solid:cogs",{"title":334,"description":335,"icon":336},"Analytics Dashboard","Provides insights into ticket trends, performance metrics, and system efficiency.","fa-solid:chart-bar",[338,339,340,341,342],"Reduce manual triage time by up to 70%","Improve first-contact resolution rates","Enhance customer satisfaction with faster responses","Scale support operations without proportional headcount increases","Maintain consistent ticket handling across teams",[344,345,346],"IT service management teams using OTOBO or Znuny","Companies with high ticket volumes seeking automation","Organizations looking to improve support efficiency",[348,350,352,355],{"name":288,"description":349},"Full integration with OTOBO ticket system via APIs and webhooks.",{"name":293,"description":351},"Seamless connection to Znuny for automated ticket handling.",{"name":353,"description":354},"Zammad","Integration into Zammad Ticketsystem",{"name":356,"description":357},"Custom Systems","API-based integration with other ticket systems upon request.","en/_data/products","WeBc9IShh32d3IqibMD1o8r0RSEF75lD5oURvDPeaBE",1790257041664]