[{"data":1,"prerenderedAt":1509},["ShallowReactive",2],{"navbar-en":3,"footer-en":31,"company-en":80,"category-services-znuny-en":170,"category-company-znuny-en":1481},{"id":4,"extension":5,"items":6,"meta":28,"stem":29,"__hash__":30},"navbar_en/en/_data/navbar.yml","yml",[7,10,13,16,19,22,25],{"label":8,"to":9},"Home","/",{"label":11,"to":12},"OTOBO","/otobo",{"label":14,"to":15},"Znuny","/znuny",{"label":17,"to":18},"Services","/services",{"label":20,"to":21},"Blog","/blogs",{"label":23,"to":24},"Booking","/booking",{"label":26,"to":27},"Contact","/contact",{},"en/_data/navbar","xqkib9bDeJPYJsC9jIxXQqj56E5RaVZ-KlqlwfofCgI",{"id":32,"columns":33,"extension":5,"meta":77,"stem":78,"__hash__":79},"footer_en/en/_data/footer.yml",[34,47,64],{"title":35,"links":36},"Company",[37,38,41,44],{"label":26,"to":27},{"label":39,"to":40},"Book appointment","https://calendar.app.google/fXPHuhqQvx9Gf4LT9",{"label":42,"to":43},"Impressum","/contact/impressum",{"label":45,"to":46},"Data Privacy","/contact/dataprivacy",{"title":17,"links":48},[49,51,53,56,59,62],{"label":50,"to":12},"OTOBO services",{"label":52,"to":15},"Znuny services",{"label":54,"to":55},"AI Services","/services#ai-services",{"label":57,"to":58},"Support & Hosting","/service-groups/support",{"label":60,"to":61},"Engineering Days","/service-groups/flexible",{"label":63,"to":18},"All Services",{"title":65,"links":66},"Resources",[67,68,71,74],{"label":20,"to":21},{"label":69,"to":70},"OTOBO Docs","https://otobo-docs.softoft.de",{"label":72,"to":73},"Znuny Docs","https://znuny-docs.softoft.de/en/",{"label":75,"to":76},"OpenITSMHub","https://openitsmhub.com",{},"en/_data/footer","zah6y-SiK9sgHUHLooNDWRnD1y9bZIubOhUnmRVp2Ns",{"id":81,"contact":82,"descriptor":90,"extension":5,"fullName":91,"meta":92,"metrics":93,"name":103,"partners":104,"qualification":109,"socialMedia":117,"stem":134,"tagline":135,"team":136,"testimonials":146,"whySoftoft":156,"__hash__":169},"company_en/en/_data/company.yml",{"email":83,"appointmentUrl":40,"googleReviewsUrl":84,"address":85},"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":86,"city":87,"zip":88,"country":89},"Am Judensand 7","Mainz","55122","Germany","Ticket System & AI Automation","Softoft Tobias Bück Einzelunternehmen",{},[94,97,100],{"value":95,"label":96},"5+","Years of ticket-system experience",{"value":98,"label":99},"5.0 ★","Rating on Google",{"value":101,"label":102},"100%","On-premise & privacy-first","Tobias Bück",[105],{"name":106,"description":107,"url":108},"Open Ticket AI","AI-powered ticket classification and routing for on-prem OTOBO/Znuny via REST APIs and Python SDKs","https://openticketai.com",{"heading":110,"intro":111,"bullets":112},"Who is this for?","Best fit for teams with clear ticket-system goals:",[113,114,115,116],"On-premise ticket systems","OTOBO or Znuny teams","REST APIs & Python SDK integrations",">500 tickets per month or AI automation plans",[118,122,126,130],{"platform":119,"url":120,"icon":121},"LinkedIn","https://www.linkedin.com/company/softoft-it-services/","fa-brands:linkedin",{"platform":123,"url":124,"icon":125},"GitHub","https://github.com/Softoft","fa-brands:github",{"platform":127,"url":128,"icon":129},"Kaggle","https://www.kaggle.com/tobiasbueck","simple-icons:kaggle",{"platform":131,"url":132,"icon":133},"Medium","https://medium.com/@softoft","fa-brands:medium","en/_data/company","OTOBO & Znuny services",[137,141],{"name":103,"role":138,"image":139,"featured":140},"Founder — OTOBO, Znuny & AI automation","/images/tobias-bueck.jpg",true,{"name":142,"role":143,"image":144,"featured":145},"Constanze Krishnaratne","Client communication, calls & video meetings · CEO Open Ticket AI","/images/constanze_krishnaratne_blue.png",false,[147,152],{"text":148,"name":149,"role":150,"company":151},"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":153,"name":154,"role":150,"company":155},"Softoft helped us (Vianova Service GmbH) set up the OTOBO ticket system. Everything worked out well.","Reinhard Sczech","Vianova Service GmbH",[157,160,163,166],{"icon":158,"text":159},"heroicons:star-20-solid","Less manual triage — your team replies faster",{"icon":161,"text":162},"heroicons:rocket-launch-20-solid","Live in weeks, not months",{"icon":164,"text":165},"heroicons:shield-check-20-solid","Your data never leaves your servers",{"icon":167,"text":168},"heroicons:user-20-solid","A direct line to the expert — no middlemen","tLYKnwE8UYo_gAWnXX3XaXl9Mju1RmlaWVbzP57w_1s",[171,277,345,453,557,659,755,828,916,1013,1133,1253,1358],{"id":172,"title":173,"cta":174,"deliverables":177,"editions":182,"excluded":194,"extension":197,"faq":198,"included":208,"meta":211,"oneLiner":212,"order":213,"prerequisites":214,"price":218,"pricingSummary":219,"processSteps":220,"relatedProducts":241,"serviceGroup":245,"slug":246,"stem":247,"systems":248,"tags":253,"timeline":257,"variants":258,"whoFor":272,"__hash__":276},"services_en/en/_data/services/automation_ota-automation-pack.yaml","AI Workflow Automations",{"primary":175,"secondary":176},"Request workflow automation","Book 15-min call",[178,179,180,181],"Ticket system workflow automations that convert AI signals into actions","Tested AI-assisted automations with real examples","Documentation for each workflow (intent, conditions, actions)","Optimization round (Pro) based on results",[183,188],{"edition":184,"price":185,"scope":186},"Starter","3 000 €",[187],"3 workflow automations",{"edition":189,"price":190,"scope":191},"Pro","5 000 €",[192,193],"Up to 7 workflow automations","Optimization round",[195,196],"Complex bespoke business process redesign","New custom fields across multiple departments without coordination","yaml",[199,202,205],{"q":200,"a":201},"How many rules do we actually need?","Most teams start with 3-5 high-impact rules. Pro supports up to 7 plus an optimization round.",{"q":203,"a":204},"Can rules mis-route tickets?","We add guardrails and start with conservative thresholds. Rules can be disabled instantly.",{"q":206,"a":207},"Do you have questions about workflow automation?","Feel free to contact us anytime by email at info@softoft.de or book a quick intro call.",[209,210],"Workflow rule library + naming conventions","Basic rollback strategy (disable automations safely)",{},"Complex AI automations for ticket workflows",50,[215,216,217],"Clear target workflows (routing/priority/state/escalation) and constraints","Access to ticket system admin + test environment (preferred)","10-30 representative tickets for validation","from 3 000 €",null,[221,226,231,236],{"title":222,"bullets":223},"Rule Design",[224,225],"Define actions and guardrails","Select signals (tags, confidence, metadata)",{"title":227,"bullets":228},"Implementation",[229,230],"Build workflow automations","Integrate with ticket system actions",{"title":232,"bullets":233},"Validation",[234,235],"Run on sample tickets","Adjust thresholds and edge cases",{"title":237,"bullets":238},"Handover",[239,240],"Rule docs + playbook","Next steps (support, tuning)",[242],{"slug":243,"relationshipDescription":244},"openticketai","This automation service leverages Open Ticket AI's classification tags to implement complex AI-driven workflow actions in your ticket system.","automation","ticket-system-workflow-automations","en/_data/services/automation_ota-automation-pack",[249,250,251,252],"otobo","znuny","zammad","custom",[245,254,255,256],"ai","workflows","routing","1-3 weeks",{"otobo":259,"znuny":263,"zammad":267},{"label":11,"notes":260},[261,262],"Actions via GenericAgent/Process Mgmt/Webservices depending on setup","Dynamic Fields often used for tag persistence",{"label":14,"notes":264},[265,266],"Znuny workflow automations via REST API and Python SDK","Package compatibility considered during rollout",{"label":268,"notes":269},"Zammad",[270,271],"Actions via API + triggers","Workflow behavior depends on the configured ticket fields",[273,274,275],"You want to automate complex ticket system workflows with AI-assisted decisions","You need repeatable routing, prioritization, escalation, or SLA workflows with documentation and tests","You want measurable reduction of manual triage and coordination work","JzL4utqQAidlSSESnm2B4nan81-yAiZqvCyg0uhRyJA",{"id":278,"title":279,"cta":280,"deliverables":282,"editions":285,"excluded":293,"extension":197,"faq":296,"included":306,"meta":309,"oneLiner":310,"order":311,"prerequisites":312,"price":288,"pricingSummary":219,"processSteps":315,"relatedProducts":219,"serviceGroup":332,"slug":333,"stem":334,"systems":335,"tags":336,"timeline":340,"variants":219,"whoFor":341,"__hash__":344},"services_en/en/_data/services/flexible_engineering-day.yaml","Engineering Day",{"primary":281,"secondary":176},"Request Engineering Day",[283,284],"One full work day of engineering work","Summary of work done and recommended next steps",[286],{"edition":287,"price":288,"scope":289},"Full day","1 000 €/day",[290,291,292],"One focused work day","Agreed task list","Written handover",[294,295],"Anything not agreed in the task list","Ongoing retainer coverage (see Support)",[297,300,303],{"q":298,"a":299},"Do you offer fixed-price instead?","Fixed catalog prices rarely fit — clients usually need different things (FAQ settings, CMDB, custom fields, Jira…). We scope first, then quote. An Engineering Day is best when tasks keep shifting.",{"q":301,"a":302},"What if the work takes less than a day?","We still book a full day so there is room for review, documentation, and follow-up questions within that block.",{"q":304,"a":305},"Do you have questions about Engineering Days?","Feel free to contact us anytime by email at info@softoft.de or book a 15-minute call to discuss.",[307,308],"Up to one work day of focused engineering","Brief written handover",{},"One focused work day of expert support",30,[313,314],"Clear task description","Access where needed",[316,321,325,329],{"title":317,"bullets":318},"Intake",[319,320],"Clarify task and priorities","Confirm access",{"title":322,"bullets":323},"Execute",[324],"Implement changes during the booked day",{"title":326,"bullets":327},"Review",[328],"Verify results",{"title":237,"bullets":330},[331],"Summary + next steps","flexible","engineering-day","en/_data/services/flexible_engineering-day",[249,250,251,252],[337,338,339],"day-rate","support","engineering","1 work day",[342,343],"You need focused expert help outside fixed project scopes","You want a clear, bookable block of engineering time","xDHJ0IFtiyjLomGosKpmS0HWkV0PBOC1o2GGA-6ETJI",{"id":346,"title":347,"cta":348,"deliverables":350,"editions":356,"excluded":371,"extension":197,"faq":375,"included":388,"meta":392,"oneLiner":393,"order":394,"prerequisites":395,"price":359,"pricingSummary":219,"processSteps":400,"relatedProducts":419,"serviceGroup":422,"slug":423,"stem":424,"systems":425,"tags":431,"timeline":434,"variants":435,"whoFor":448,"__hash__":452},"services_en/en/_data/services/integration_integration-standard-stack.yaml","AI Integration Package",{"primary":349,"secondary":176},"Request integration",[351,352,353,354,355],"Connect Open Ticket AI to one ticket system","Configure AI result delivery for the target workflow","Configure triggers (e.g., on ticket creation/update)","Smoke tests with real examples","Handover checklist + short documentation",[357,364],{"edition":358,"price":359,"scope":360},"OTRS Forks & Zammad","from 2 000 €",[361,362,363],"Znuny, Zammad, OTOBO, and other OTRS forks","Standard setup path (REST / GenericInterface / webhooks)","1 ticket system, triggers + testing + handover",{"edition":365,"price":366,"scope":367},"Other Ticket Systems","Starting at 5 000 €",[368,369,370],"Jira, Zendesk, Freshdesk, ServiceNow, and custom platforms","Custom adapter where APIs are non-standard","Deeper validation + enterprise-ready handover",[372,373,374],"Custom UI development inside the ticket system","Complex SSO/IdP rollouts","Deep data cleanup / labeling projects",[376,379,382,385],{"q":377,"a":378},"Do you support on-prem installations?","Yes. Typical setup is Docker/VM on-prem with network allowlisting/VPN.",{"q":380,"a":381},"How do you validate the integration?","We run a small acceptance suite with real ticket examples and document results.",{"q":383,"a":384},"Which edition do I need?","Choose OTRS Forks & Zammad if you run Znuny, Zammad, OTOBO, or another OTRS fork. Choose Other Ticket Systems when we need a custom adapter for platforms like Jira, Zendesk, Freshdesk, or ServiceNow.",{"q":386,"a":387},"Do you have questions about integration?","Feel free to contact us anytime by email at info@softoft.de or book a free intro call.",[389,390,391],"1 environment (prod) or prod + simple staging if available","Standard auth (token/basic/standard webservice) or scoped custom auth","Basic monitoring hooks (health endpoint + log location)",{},"Connect Open Ticket AI to your ticket system",40,[396,397,398,399],"Admin access to ticket system (UI) + API/Webservice access if required","One test account + test queue for validation","Network access between ticket system and OTAI (VPN or allowlist)","For other systems: API docs + sandbox (preferred) and auth method details",[401,406,411,415],{"title":402,"bullets":403},"Kickoff + Access",[404,405],"Confirm target system + integration path","Collect access, endpoints, test tickets",{"title":407,"bullets":408},"Integration Build",[409,410],"Result delivery and trigger behavior","Standard setup or custom adapter as needed",{"title":232,"bullets":412},[413,414],"Test cases + edge cases","Fixes and tuning inside scope",{"title":237,"bullets":416},[417,418],"Docs + runbook","Next steps (workflow automation, tuning, support)",[420],{"slug":243,"relationshipDescription":421},"This integration service connects Open Ticket AI to your ticket system for automated classification and routing.","integration","integration-standard-stack","en/_data/services/integration_integration-standard-stack",[249,250,251,426,427,428,429,430,252],"otrs","jira","zendesk","freshdesk","servicenow",[432,433,422],"go-live","on-prem","3 days – 6 weeks",{"otobo":436,"znuny":440,"zammad":444},{"label":11,"notes":437},[438,439],"Dynamic Fields, Queue, State, and Priority behavior reviewed during setup","Webservices/GenericInterface options depending on version",{"label":14,"notes":441},[442,443],"Znuny REST API and Python SDK integration paths","Package/Repo specifics checked during kickoff",{"label":268,"notes":445},[446,447],"REST API integration + webhooks where applicable","Workflow behavior depends on the configured object model",[449,450,451],"You want AI tagging, classification, or routing in production","You need a clean handover with working triggers and result delivery","You run an OTRS fork, Zammad, or another ticket system","Kn_c_J-Pp6wqs79M4c9Z7VPqWC0rU7ol_QbT3krjkRg",{"id":454,"title":455,"cta":456,"deliverables":458,"editions":463,"excluded":487,"extension":197,"faq":490,"included":505,"meta":509,"oneLiner":510,"order":511,"prerequisites":512,"price":516,"pricingSummary":219,"processSteps":517,"relatedProducts":538,"serviceGroup":541,"slug":542,"stem":543,"systems":544,"tags":546,"timeline":551,"variants":219,"whoFor":552,"__hash__":556},"services_en/en/_data/services/model-development_custom-tags-model-synthetic.yaml","AI Model Development",{"primary":457,"secondary":176},"Request custom model",[459,460,461,462],"Custom AI model specification aligned to your workflow","Training or fine-tuning pipeline (synthetic-first and/or real-data as scoped)","Evaluation report with metrics, failure modes, and recommendations","Deployment-ready model artifact",[464,472,480],{"edition":465,"price":466,"scope":467},"Small","4 000 €",[468,469,470,471],"Focused single-task model or one fine-tuning run","Clear acceptance metrics","Baseline training + evaluation","Deployment-ready artifact + short docs",{"edition":473,"price":474,"scope":475},"Standard","15 000 €",[476,477,478,479],"Fuller training & evaluation cycle","Synthetic-first or hybrid data path","One optimization / tuning round","Evaluation report + integration guidance",{"edition":481,"price":482,"scope":483},"Enterprise","On request",[484,485,486],"Complex or multi-model programs","Real-data alignment, custom metrics, constraints","Scoped proposal after discovery",[488,489],"Long-term MLOps / monthly maintenance (see Support)","Large-scale data annotation operations unless scoped separately",[491,494,497,500,503],{"q":492,"a":493},"Which edition should I start with?","Small is for a focused first model or a single fine-tuning run with limited scope. Standard covers a fuller training, evaluation, and optimization cycle. Enterprise is for complex, multi-model, or heavily constrained programs.",{"q":495,"a":496},"Is fine-tuning a separate service?","No. Fine-tuning, evaluation, and optimization are part of AI Model Development — scoped into the edition that fits your goals.",{"q":498,"a":499},"Will synthetic-only match our real tickets?","Often good for first production versions; hybridization improves alignment if you can provide samples.",{"q":501,"a":502},"Do you train on-prem?","Possible depending on constraints; otherwise we define a compliant processing setup.",{"q":504,"a":387},"Do you have questions about model development?",[506,507,508],"Model iteration within the chosen edition","Optimization round where the edition includes it","Deployment guidance",{},"Train, fine-tune, evaluate, and optimize models for your ticket workflows",60,[513,514,515],"Clear task definition, expected inputs, and target outputs","Acceptance metrics (precision/recall targets or business KPIs)","For larger editions: sample data access or synthetic-data pack as agreed","from 4 000 €",[518,523,528,533],{"title":519,"bullets":520},"Task + Metrics",[521,522],"Define model task and acceptance metrics","Define evaluation set strategy",{"title":524,"bullets":525},"Data + Training",[526,527],"Prepare or generate training data","Train or fine-tune and validate the model",{"title":529,"bullets":530},"Evaluation + Optimization",[531,532],"Report metrics and failure modes","Tune thresholds, config, or parameters within scope",{"title":534,"bullets":535},"Delivery",[536,537],"Deliver model + docs","Integration guidance",[539],{"slug":243,"relationshipDescription":540},"This service develops and fine-tunes custom AI models that can complement or specialize Open Ticket AI for your ticket workflows.","model-development","custom-model-synthetic","en/_data/services/model-development_custom-tags-model-synthetic",[545],"generic",[547,254,548,549,550],"model","training","fine-tuning","evaluation","2-12 weeks",[553,554,555],"You need a dedicated AI model for your specific workflow or business process","You already have a dataset and want a deployable fine-tuned model","You want training, evaluation, and optimization in one engagement — not split services","-CyF1I5_t2kllDvNqhPH1ePPPzA4Lh5pveIEffdpoAI",{"id":558,"title":559,"cta":560,"deliverables":562,"editions":568,"excluded":585,"extension":197,"faq":588,"included":600,"meta":605,"oneLiner":606,"order":607,"prerequisites":608,"price":611,"pricingSummary":219,"processSteps":612,"relatedProducts":632,"serviceGroup":338,"slug":635,"stem":636,"systems":637,"tags":638,"timeline":646,"variants":647,"whoFor":654,"__hash__":658},"services_en/en/_data/services/support_managed-hosting.yaml","Managed Hosting",{"primary":561,"secondary":176},"Request Hosting",[563,564,565,566,567],"Dedicated, production-ready OTOBO or Znuny instance in the EU","Automated daily backups with restore testing","24/7 uptime and service health monitoring","Security patching and minor version updates","Integrated expert support with fast turnaround",[569,577],{"edition":570,"price":571,"scope":572},"Hosting","1 790 €/month",[573,574,575,576],"Managed single-instance OTOBO/Znuny hosting (EU)","Daily backups, monitoring, security patches","Basic email support — next business day","Monthly operations summary",{"edition":578,"price":579,"scope":580},"Hosting Pro","2 990 €/month",[581,582,583,584],"Managed production + staging hosting environments","High-frequency backups, priority monitoring","Pro support: priority email (4 business hours) + call-in windows","Quarterly health check and performance review",[586,587],"Major structural migrations from third-party systems (see Migration service)","Custom module development (see Custom Package Development)",[589,592,595,598],{"q":590,"a":591},"Where are the servers located?","All data is hosted in ISO 27001 certified data centers in Germany / the European Union, fully GDPR-compliant.",{"q":593,"a":594},"Are backups automated?","Yes, daily backups are created and stored securely in an isolated off-site location.",{"q":596,"a":597},"Can we use our own domain?","Yes, you can use any custom domain or subdomain (e.g. support.yourcompany.com).",{"q":599,"a":387},"Do you have questions about Managed Hosting?",[601,602,603,604],"Server infrastructure, database, web server, and storage","Automated off-site backups","SSL/TLS certificates and renewal","Email support and routine maintenance",{},"Managed OTOBO & Znuny hosting in GDPR-compliant EU data centers with backups & monitoring",20,[609,610],"Domain/DNS delegation or configuration for the instance hostname","Named contact person for change approvals","from 1 790 €/month",[613,618,623,628],{"title":614,"bullets":615},"Provisioning",[616,617],"Configure instance specs and domain routing","Deploy hardened OTOBO or Znuny environment",{"title":619,"bullets":620},"Data Setup",[621,622],"Import existing data or start fresh","Configure email dispatch and incoming fetch",{"title":624,"bullets":625},"Managed Operations",[626,627],"Active monitoring and proactive patching","Automated backups and health checks",{"title":629,"bullets":630},"Ongoing Care",[631],"Direct expert help and monthly status summary",[633],{"slug":243,"relationshipDescription":634},"We can co-host or interconnect Open Ticket AI directly alongside your managed ticket instance.","managed-hosting","en/_data/services/support_managed-hosting",[249,250],[639,640,641,642,643,644,645],"hosting","cloud","gdpr","backups","monitoring","maintenance","operations","monthly",{"otobo":648,"znuny":651},{"label":11,"notes":649},[650],"Optimized Docker container deployment in German/EU cloud infrastructure",{"label":14,"notes":652},[653],"High-performance Linux deployment with tuned database engines",[655,656,657],"You want a fully managed OTOBO or Znuny instance without operational headaches","You need GDPR-compliant EU hosting with automated daily backups and SSL/TLS","You want maintenance, monitoring, security updates, and expert support included","ISYpTdjeAyvu_Ch-H58P2xdg_gHcXdpq6bPgRatDia4",{"id":660,"title":661,"cta":662,"deliverables":664,"editions":668,"excluded":684,"extension":197,"faq":689,"included":701,"meta":705,"oneLiner":706,"order":707,"prerequisites":708,"price":712,"pricingSummary":219,"processSteps":713,"relatedProducts":733,"serviceGroup":338,"slug":736,"stem":737,"systems":738,"tags":739,"timeline":646,"variants":743,"whoFor":750,"__hash__":754},"services_en/en/_data/services/support_support-plan.yaml","Support Plan",{"primary":663,"secondary":176},"Request Support",[665,666,667],"Named support channel with agreed response targets","Help with incidents, configuration questions, and small operational fixes within scope","Short monthly summary of requests and recommendations",[669,678],{"edition":670,"price":671,"scope":672},"Basic","990 €/month",[673,674,675,676,677],"Email support during business hours","Target response: next business day","Guidance and minor operational fixes (fair use)","You host the system — we advise and help","Monthly request summary",{"edition":189,"price":679,"scope":680},"1 990 €/month",[681,682,675,676,683],"Priority email — target response within 4 business hours","Agreed weekly call-in windows (phone/video)","Monthly review with priorities and recommendations",[685,686,687,688],"Managed hosting infrastructure (see Managed Hosting)","Large projects, migrations, and new feature development (scoped separately)","24/7 on-call or weekend coverage","Major version upgrades (see Installation & Upgrade)",[690,693,696,699],{"q":691,"a":692},"What is the reaction time on Basic?","We aim to respond to email within one business day (Mon–Fri, CET/CEST). Complex topics may need a short follow-up once we have access or logs.",{"q":694,"a":695},"How do Pro call-in windows work?","We agree fixed weekly windows (for example two 30-minute slots) when your team can call in. Outside those windows, Pro still gets priority email with a faster target response.",{"q":697,"a":698},"Can I add managed hosting later?","Yes. We offer fully Managed Hosting as a dedicated service or package.",{"q":700,"a":387},"Do you have questions about support?",[702,703,704],"Business-hours coverage (Mon–Fri, CET/CEST)","Response targets for the chosen edition","Minor fixes and guidance within a fair-use monthly budget",{},"Monthly expert support for OTOBO & Znuny with clear response times",10,[709,710,711],"Defined systems and environments in scope","Named contact person on your side","Access to the systems when investigation or changes are needed","from 990 €/month",[714,719,724,729],{"title":715,"bullets":716},"Onboarding",[717,718],"Confirm systems, contacts, and edition","Set the support channel and Pro call-in windows if applicable",{"title":720,"bullets":721},"Support",[722,723],"Handle email requests within the agreed reaction time","On Pro: take scheduled call-ins during agreed windows",{"title":725,"bullets":726},"Resolve",[727,728],"Guide, troubleshoot, or apply small fixes within scope","Escalate larger work into a scoped offer or Engineering Day",{"title":326,"bullets":730},[731,732],"Monthly summary of tickets and open topics","Recommendations for stability and next improvements",[734],{"slug":243,"relationshipDescription":735},"Support coverage includes keeping your Open Ticket AI integration running smoothly with your helpdesk.","support-plan","en/_data/services/support_support-plan",[249,250,251,252],[338,740,741,742,645],"email","sla","retainer",{"otobo":744,"znuny":747},{"label":11,"notes":745},[746],"Expert support for OTOBO 10, OTOBO 11, and Docker setups",{"label":14,"notes":748},[749],"Expert support for Znuny LTS and community editions",[751,752,753],"You run OTOBO, Znuny, or related AI integrations and want a reliable expert on call","You host yourself and need guaranteed response times and expert guidance","You need a clear monthly support budget instead of ad-hoc requests","SXs8n73Fy-2bJFAuL5Hh4vW0XTgUs6pR4LjsU8rpdDM",{"id":756,"title":757,"cta":758,"deliverables":760,"editions":766,"excluded":774,"extension":197,"faq":777,"included":786,"meta":789,"oneLiner":790,"order":707,"prerequisites":791,"price":768,"pricingSummary":219,"processSteps":794,"relatedProducts":814,"serviceGroup":817,"slug":818,"stem":819,"systems":820,"tags":821,"timeline":822,"variants":219,"whoFor":823,"__hash__":827},"services_en/en/_data/services/synthetic-data_standard-stack.yaml","Synthetic Data Pack",{"primary":759,"secondary":176},"Request synthetic data pack",[761,762,763,764,765],"Synthetic ticket dataset with realistic distributions","Multilingual generation","JSONL or CSV delivery","Train/val/test split","Dataset documentation (schema + generation settings summary)",[767],{"edition":757,"price":768,"scope":769},"10 000 €",[770,762,771,772,773],"Up to 100k synthetic tickets","Schema-aligned fields, tags, queues","Train/val/test split + documentation","1 revision round",[775,776],"Custom model development (separate service)","Ground-truth alignment with proprietary processes without specs",[778,781,784],{"q":779,"a":780},"Is this safe without using our real tickets?","Yes. This pack can be done without customer data.",{"q":782,"a":783},"Can you match our exact field schema?","Yes, if you provide the schema and constraints.",{"q":785,"a":387},"Do you have questions about synthetic ticket data?",[787,788],"One revision round within scope","Basic noise modeling",{},"Privacy-safe ticket datasets for evaluation and training",[792,793],"Target schema (fields, tags, languages)","Distribution goals (categories, priorities, queues)",[795,800,805,810],{"title":796,"bullets":797},"Specification",[798,799],"Confirm schema + tag taxonomy","Define volume, languages, and distributions",{"title":801,"bullets":802},"Generation",[803,804],"Generate dataset","Run consistency and distribution checks",{"title":806,"bullets":807},"Revision",[808,809],"One revision round","Re-run quality checks",{"title":534,"bullets":811},[812,813],"Provide JSONL/CSV + splits","Provide documentation",[815],{"slug":243,"relationshipDescription":816},"This synthetic data service creates realistic ticket datasets that can be used to evaluate and train models like Open Ticket AI before using real customer data.","synthetic-data","standard-stack","en/_data/services/synthetic-data_standard-stack",[545],[817,550,548],"2-4 weeks",[824,825,826],"You need realistic data to evaluate or train models without using real tickets","You want multilingual coverage and controlled distributions","You need JSONL/CSV datasets aligned to your schema","qz3uFkX_ayw86xUi2zP1aQADevCz5f3bon_IeUiT2s0",{"id":829,"title":830,"cta":831,"deliverables":833,"editions":219,"excluded":839,"extension":197,"faq":843,"included":856,"meta":861,"oneLiner":862,"order":213,"prerequisites":863,"price":867,"pricingSummary":219,"processSteps":868,"relatedProducts":888,"serviceGroup":891,"slug":892,"stem":893,"systems":894,"tags":895,"timeline":901,"variants":902,"whoFor":911,"__hash__":915},"services_en/en/_data/services/ticket-systems_custom-package-development.yaml","Custom Package & Module Development",{"primary":832,"secondary":176},"Request a quote",[834,835,836,837,838],"Custom OPM package(s) built to your requirements","Dynamic fields, ACLs, or process configurations as needed","GenericInterface web services for integrations","Documentation and installation instructions","Upgrade-safe, maintainable implementation",[840,841,842],"Ongoing maintenance (available via Support)","Core code modifications that break upgrade safety","Third-party licensing costs",[844,847,850,853],{"q":845,"a":846},"Will the package survive upgrades?","Yes. We build standard OPM packages that extend rather than modify core code, so they remain upgrade-safe.",{"q":848,"a":849},"Can you integrate with external systems?","Yes. We build GenericInterface web services (REST/SOAP) and connectors to external systems.",{"q":851,"a":852},"How is this priced?","Custom development is quote-based after a short discovery to scope the requirements and effort.",{"q":854,"a":855},"Do you have questions about custom packages?","Feel free to send your requirements anytime to info@softoft.de or book a 15-minute call.",[857,858,859,860],"Requirements analysis and technical concept","Implementation on a staging instance","Testing and code handover","Installation support on production",{},"Custom OPM packages, dynamic fields, and GenericInterface web services",[864,865,866],"A clear description of the desired functionality and use case","Access to a staging/test instance","Relevant API specs or third-party system details for integrations","Quote-based",[869,874,879,884],{"title":870,"bullets":871},"Discovery",[872,873],"Clarify requirements, scope, and acceptance criteria","Produce a technical concept and estimate",{"title":875,"bullets":876},"Development",[877,878],"Build the package/module on staging","Implement dynamic fields, ACLs, or web services",{"title":880,"bullets":881},"Testing",[882,883],"Functional tests against acceptance criteria","Review and adjustments",{"title":534,"bullets":885},[886,887],"Install on production + documentation","Handover and optional support plan",[889],{"slug":243,"relationshipDescription":890},"Custom packages can expose the dynamic fields and web services that Open Ticket AI uses to read and write classification results.","ticket-systems","custom-package-development","en/_data/services/ticket-systems_custom-package-development",[249,250],[896,897,898,899,900],"development","opm-package","dynamic-fields","generic-interface","web-services","variable",{"otobo":903,"znuny":907},{"label":11,"notes":904},[905,906],"OPM packages compatible with current OTOBO releases","GenericInterface (REST/SOAP) web services",{"label":14,"notes":908},[909,910],"OTRS-stack compatible package development","Custom modules and dynamic field drivers",[912,913,914],"You need functionality beyond the standard OTOBO/Znuny feature set","You want custom OPM packages, modules, dynamic fields, or web services","You need a maintainable, upgrade-safe extension rather than core hacks","Iogvs7XGiSXEsYC3cyMIzkLAfm7XWnIJjtzpnbZtbpQ",{"id":917,"title":918,"cta":919,"deliverables":921,"editions":927,"excluded":939,"extension":197,"faq":943,"included":955,"meta":960,"oneLiner":961,"order":962,"prerequisites":963,"price":967,"pricingSummary":219,"processSteps":968,"relatedProducts":987,"serviceGroup":891,"slug":990,"stem":991,"systems":992,"tags":993,"timeline":998,"variants":999,"whoFor":1008,"__hash__":1012},"services_en/en/_data/services/ticket-systems_email-sso-setup.yaml","Email & SSO Setup",{"primary":920,"secondary":176},"Request setup",[922,923,924,925,926],"OAuth2 email integration for incoming and/or outgoing mail","OpenID Connect SSO for agents and/or customers","Role/group mapping where applicable","Tested login and mail flows","Configuration documentation",[928,935],{"edition":929,"price":930,"scope":931},"Email Edition","990 €",[932,933,934],"OAuth2 email (Microsoft 365 / Google)","Configuration + testing","Documentation",{"edition":936,"price":930,"scope":937},"SSO Edition",[938,924,933,934],"OIDC SSO for agents and/or customers",[940,941,942],"Identity provider licensing or tenant setup","Complex multi-IdP federation (scoped separately)","Custom user-sync development beyond standard mapping",[944,947,950,953],{"q":945,"a":946},"Do you support Microsoft 365 and Google?","Yes. We configure OAuth2 mail for Microsoft 365 and Google, plus generic OpenID Connect providers for SSO.",{"q":948,"a":949},"Will local login still work?","Yes. We keep a local/fallback login available so you are never locked out during or after the rollout.",{"q":951,"a":952},"Can you map IdP groups to ticket-system roles?","Yes, standard role/group mapping is included. Complex custom synchronization can be scoped separately.",{"q":954,"a":387},"Do you have questions about email and SSO setup?",[956,957,958,959],"Provider app registration guidance","OAuth2 mail account configuration","OIDC login configuration + test","Fallback/local login retained for safety",{},"OAuth2 email and OpenID Connect single sign-on, configured correctly",70,[964,965,966],"Admin access to the ticket system","Access to your identity provider / mail tenant (or coordination with the admin)","Required app registrations / client credentials available","from 990 €",[969,974,979,983],{"title":970,"bullets":971},"Scoping",[972,973],"Confirm provider (Microsoft 365 / Google / generic OIDC)","Define scope: Email Edition or SSO Edition",{"title":975,"bullets":976},"Configuration",[977,978],"Set up app registration and credentials","Configure OAuth2 mail and/or OIDC login",{"title":880,"bullets":980},[981,982],"Test login flows and mail send/receive","Verify role/group mapping",{"title":237,"bullets":984},[985,986],"Documentation + recovery notes","Next steps and support options",[988],{"slug":243,"relationshipDescription":989},"Secure authentication and reliable OAuth2 email keep ticket intake flowing into the system Open Ticket AI then classifies.","email-sso-setup","en/_data/services/ticket-systems_email-sso-setup",[249,250],[740,994,995,996,997],"oauth2","sso","openid-connect","authentication","2-5 days",{"otobo":1000,"znuny":1004},{"label":11,"notes":1001},[1002,1003],"OAuth2 mail accounts and OpenID Connect support","Configured per current OTOBO release capabilities",{"label":14,"notes":1005},[1006,1007],"OTRS-stack OAuth2 mail and SSO modules","Package availability verified during scoping",[1009,1010,1011],"You need modern OAuth2 email (Microsoft 365 / Google) instead of legacy auth","You want single sign-on via OpenID Connect / your identity provider","You want authentication configured securely and documented","oXoZb3Qi2v_ns0pRNr935g97OZ1R7jULlajfvUuZymU",{"id":1014,"title":1015,"cta":1016,"deliverables":1018,"editions":1024,"excluded":1051,"extension":197,"faq":1056,"included":1072,"meta":1078,"oneLiner":1079,"order":511,"prerequisites":1080,"price":967,"pricingSummary":219,"processSteps":1085,"relatedProducts":1104,"serviceGroup":891,"slug":1107,"stem":1108,"systems":1109,"tags":1110,"timeline":1117,"variants":1118,"whoFor":1127,"__hash__":1132},"services_en/en/_data/services/ticket-systems_health-and-performance.yaml","Health Check & Performance Optimization",{"primary":1017,"secondary":176},"Request assessment",[1019,1020,1021,1022,1023],"Health and security assessment report with prioritized findings","Performance analysis (database, web server, daemon, indexes) when in scope","Concrete recommendations and remediation roadmap","Before/after benchmarks for performance engagements","Review call to walk through results and next steps",[1025,1031,1038,1044],{"edition":1026,"price":930,"scope":1027},"Health Check",[1028,1029,1030],"Single instance health & security assessment","Report + prioritized recommendations","Walkthrough call",{"edition":1032,"price":1033,"scope":1034},"Health Check Plus","1 900 €",[1035,1036,1037],"Instance + infrastructure review","Performance + backup deep dive","Detailed remediation roadmap",{"edition":1039,"price":1033,"scope":1040},"Performance",[1041,1042,1043],"Profiling + database/index tuning","Configuration optimization","Before/after benchmarks",{"edition":1045,"price":1046,"scope":1047},"Performance Scale","3 900 €",[1048,1049,1050],"Deep analysis + high-load tuning","Scaling architecture recommendations","Extended validation under load",[1052,1053,1054,1055,688],"Implementing audit recommendations outside a Performance or follow-up engagement","Penetration testing","Full code audit of custom packages","Hardware procurement",[1057,1060,1063,1066,1069],{"q":1058,"a":1059},"Is the Health Check a penetration test?","No. It is a configuration, security, and health assessment with prioritized recommendations, not an offensive pen test.",{"q":1061,"a":1062},"Can we start with a Health Check and add Performance later?","Yes. Many teams start with Health Check, then book Performance Optimization for the highest-impact findings.",{"q":1064,"a":1065},"What gains can we expect from Performance Optimization?","It depends on the starting point, but slow searches, screen load times, and database pressure are typically the biggest wins. We benchmark before and after.",{"q":1067,"a":1068},"Do you apply performance changes directly to production?","We validate on staging first and apply to production in a controlled window with a rollback path.",{"q":1070,"a":1071},"Do you have questions about health checks or performance tuning?","Feel free to contact us anytime by email at info@softoft.de or book a short intro call.",[1073,1074,1075,1076,1077],"Version and package compatibility check","Security configuration review (auth, TLS, permissions)","Backup and cron/daemon verification","Performance and database checks (depth depends on edition)","Index, caching, and daemon tuning when you choose a Performance edition",{},"Assess and tune your OTOBO or Znuny for security, stability, and speed",[1081,1082,1083,1084],"Access to the instance, server, and database (read access for audit; write for tuning)","Version, package list, and basic infrastructure details","Description of concerns, slow areas, or peak-load patterns","Permission to apply configuration and index changes on staging first (for performance work)",[1086,1090,1095,1100],{"title":317,"bullets":1087},[1088,1089],"Short call to align on goals (audit, tuning, or both)","Collect access and system details",{"title":1091,"bullets":1092},"Assessment",[1093,1094],"Review configuration, security, backups, and performance baselines","Identify risks, bottlenecks, and quick wins",{"title":1096,"bullets":1097},"Action",[1098,1099],"Deliver prioritized report (Health Check editions)","Apply tuning on staging, validate, then production (Performance editions)",{"title":237,"bullets":1101},[1102,1103],"Walkthrough call and roadmap","Scaling/capacity recommendations where applicable",[1105],{"slug":243,"relationshipDescription":1106},"A healthy, well-tuned OTOBO or Znuny is ready for the additional API and trigger load that Open Ticket AI introduces.","health-and-performance","en/_data/services/ticket-systems_health-and-performance",[249,250],[1111,1112,1113,1114,1115,1116],"audit","health-check","security","performance","optimization","tuning","3 days – 2 weeks",{"otobo":1119,"znuny":1123},{"label":11,"notes":1120},[1121,1122],"OTOBO-specific configuration and Docker setup review","Daemon, caching, and ticket index module tuning",{"label":14,"notes":1124},[1125,1126],"OTRS-stack configuration and package review","StaticDB/ticket index module optimization where applicable",[1128,1129,1130,1131],"You inherited or self-host an OTOBO/Znuny and want to know its real state","You want a security and configuration review before scaling or upgrading","Your OTOBO or Znuny feels slow under load, with timeouts or heavy database pressure","You want a faster, more stable system without changing your workflows","uyTmymMGeA99_CtNW-PwAoK9M3u3Ze2bKsDi0Dlj40k",{"id":1134,"title":1135,"cta":1136,"deliverables":1138,"editions":1144,"excluded":1172,"extension":197,"faq":1177,"included":1193,"meta":1198,"oneLiner":1199,"order":707,"prerequisites":1200,"price":1205,"pricingSummary":219,"processSteps":1206,"relatedProducts":1225,"serviceGroup":891,"slug":1228,"stem":1229,"systems":1230,"tags":1231,"timeline":1237,"variants":1238,"whoFor":1247,"__hash__":1252},"services_en/en/_data/services/ticket-systems_installation-and-upgrade.yaml","Installation & Upgrade",{"primary":1137,"secondary":176},"Install or update",[1139,1140,1141,1142,1143],"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",[1145,1152,1159,1165],{"edition":1146,"price":1147,"scope":1148},"Simple Update","800 €",[1149,1150,1151],"Straightforward version update on one instance","Staging check + production update","Smoke tests + short handover",{"edition":1153,"price":1154,"scope":1155},"Full Upgrade","1 400 €",[1156,1157,1158],"Full upgrade with package compatibility review","Staging test + production upgrade","Backup, rollback plan, and documentation",{"edition":1160,"price":1154,"scope":1161},"New Installation",[1162,1163,1164],"1 production environment","Install + base configuration + hardening","Runbook + handover",{"edition":1166,"price":1167,"scope":1168},"Installation Plus","2 200 €",[1169,1170,1171],"Production + simple staging environment","Extended hardening + backup/monitoring setup","Admin walkthrough session",[1173,1174,1175,1176],"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",[1178,1181,1184,1187,1190],{"q":1179,"a":1180},"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":1182,"a":1183},"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":1185,"a":1186},"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":1188,"a":1189},"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":1191,"a":1192},"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",[1194,1195,1196,1197],"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",[1201,1202,1203,1204],"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 €",[1207,1212,1217,1221],{"title":1208,"bullets":1209},"Kickoff",[1210,1211],"Confirm target version, system, and whether this is a new install or an update","Review host environment, packages, and risks",{"title":1213,"bullets":1214},"Prepare",[1215,1216],"New install: set up database, web server, and base config","Upgrade: staging copy, compatibility check, backup",{"title":322,"bullets":1218},[1219,1220],"Install or upgrade to the target version","Apply hardening, package updates, and smoke tests",{"title":237,"bullets":1222},[1223,1224],"Runbook + walkthrough","Next steps (migration, hosting, tuning)",[1226],{"slug":243,"relationshipDescription":1227},"A current, clean OTOBO or Znuny install is the foundation for adding Open Ticket AI classification and routing.","installation-and-upgrade","en/_data/services/ticket-systems_installation-and-upgrade",[249,250],[1232,1233,1234,1235,433,1236,432],"installation","setup","upgrade","update","docker","1–7 days",{"otobo":1239,"znuny":1243},{"label":11,"notes":1240},[1241,1242],"Docker (otobo-docker) or native install/upgrade depending on your environment","Paths to the latest stable OTOBO release (e.g. OTOBO 11)",{"label":14,"notes":1244},[1245,1246],"Native install/upgrade on supported Linux distributions","OTRS-stack compatible configuration and package sources",[1248,1249,1250,1251],"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",{"id":1254,"title":1255,"cta":1256,"deliverables":1258,"editions":1264,"excluded":1279,"extension":197,"faq":1283,"included":1302,"meta":1307,"oneLiner":1308,"order":1309,"prerequisites":1310,"price":1314,"pricingSummary":219,"processSteps":1315,"relatedProducts":1334,"serviceGroup":891,"slug":1337,"stem":1338,"systems":1339,"tags":1340,"timeline":1343,"variants":1344,"whoFor":1353,"__hash__":1357},"services_en/en/_data/services/ticket-systems_otrs-migration.yaml","Ticket System Migration",{"primary":1257,"secondary":176},"Request migration",[1259,1260,1261,1262,1263],"Migration of agreed data (e.g. tickets, customers, users, configuration) to OTOBO or Znuny","Mapping and re-creation of fields, queues, workflows, and ACLs as scoped","Review of custom packages and integrations for compatibility","Validation pass with real data + acceptance checklist","Cutover plan, rollback strategy, and documentation",[1265,1272],{"edition":1266,"price":1267,"scope":1268},"Focused","from 3 500 €",[1269,1270,1271],"Single source → OTOBO/Znuny (e.g. straightforward OTRS path)","Agreed core data set","Test + production migration + cutover support",{"edition":1273,"price":867,"scope":1274},"Flexible",[1275,1276,1277,1278],"Any source (Jira, other ITSM, complex OTRS, multiple sources)","Custom mapping, high volume, or extended history","Extended validation + optional parallel run","Price depends on what is included",[1280,1281,1282],"Rewriting heavily customized legacy modules (scoped separately)","Net-new feature development during migration","Third-party system integrations beyond compatibility review",[1284,1287,1290,1293,1296,1299],{"q":1285,"a":1286},"Can you migrate from Jira or systems other than OTRS?","Yes. We migrate from OTRS, Jira, and other ticket/ITSM systems into OTOBO or Znuny. The approach and effort depend on the source platform and what you want to bring over.",{"q":1288,"a":1289},"How is pricing determined?","Pricing largely depends on what is included — source system, data volume, history depth, custom fields/workflows, and how much validation or parallel run you need. We scope this in the assessment.",{"q":1291,"a":1292},"Will we lose any data during migration?","No. We run a test migration first, validate data integrity, and only cut over after acceptance, with a rollback plan in place.",{"q":1294,"a":1295},"How much downtime is required?","We minimize downtime by preparing and validating in staging; the final cutover is typically a short, planned window.",{"q":1297,"a":1298},"Should we choose OTOBO or Znuny?","Both are strong, maintained open-source ticket systems. We help you choose based on your features, packages, and roadmap during the assessment.",{"q":1300,"a":1301},"Do you have questions about migration?","Feel free to contact us anytime by email at info@softoft.de or book a free 15-minute intro call.",[1303,1304,1305,1306],"Source system analysis and migration plan","Test migration into a staging environment","Data integrity validation (counts, spot checks, attachments)","Go-live cutover support",{},"Migrate from OTRS, Jira, or any other system to OTOBO or Znuny — scoped to what you need",99,[1311,1312,1313],"Access to the source system (API, export, or database backup — depending on platform)","A target host for the new OTOBO/Znuny instance","Inventory of fields, workflows, custom packages, and integrations in use","Scope-based",[1316,1320,1325,1329],{"title":1091,"bullets":1317},[1318,1319],"Audit source platform, data volume, and customizations","Define target platform, version, scope, and migration plan",{"title":1321,"bullets":1322},"Test Migration",[1323,1324],"Run migration into a staging environment","Map fields, queues, workflows, ACLs, and packages",{"title":232,"bullets":1326},[1327,1328],"Validate data integrity and attachments","Acceptance checklist with your team",{"title":1330,"bullets":1331},"Cutover",[1332,1333],"Production migration with minimal downtime","Rollback plan + post-go-live support",[1335],{"slug":243,"relationshipDescription":1336},"After migrating to OTOBO or Znuny, Open Ticket AI can add automated classification and routing on the new platform.","otrs-migration","en/_data/services/ticket-systems_otrs-migration",[249,250],[1341,426,427,1234,1342],"migration","data-migration","2-8 weeks",{"otobo":1345,"znuny":1349},{"label":11,"notes":1346},[1347,1348],"OTRS → OTOBO paths where tooling exists; other sources via export/API mapping","Scope and effort depend on source system and what you include",{"label":14,"notes":1350},[1351,1352],"OTRS-stack upgrade paths where applicable; other sources via export/API mapping","Package and repo specifics verified during assessment",[1354,1355,1356],"You want to move to OTOBO or Znuny from OTRS, Jira, or another ticket/ITSM system","You need a safe, validated migration of tickets, customers, and configuration — only as much as you need","You need minimal downtime and a clear rollback plan","7OyoCjVB2whKEv6_xZnRAoamF2ZuxhnKQSrghIVwIDQ",{"id":1359,"title":1360,"cta":1361,"deliverables":1363,"editions":1369,"excluded":1397,"extension":197,"faq":1402,"included":1417,"meta":1423,"oneLiner":1424,"order":1425,"prerequisites":1426,"price":1431,"pricingSummary":1432,"processSteps":1433,"relatedProducts":1453,"serviceGroup":891,"slug":1456,"stem":1457,"systems":1458,"tags":1459,"timeline":1465,"variants":1466,"whoFor":1475,"__hash__":1480},"services_en/en/_data/services/ticket-systems_ticket-system-statistics.yaml","Ticket System Statistics",{"primary":1362,"secondary":176},"Request statistics setup",[1364,1365,1366,1367,1368],"Configured reports and a dashboard your team can open without SQL","Timesheet recording on tickets, with exports by agent, queue, customer, or project","A short statistics pack (volume, SLA, workload, and time spent) tailored to your questions","AI-written commentary on trends, outliers, and what changed since the last period (AI editions)","Handover call and a one-page guide for running and refreshing the reports",[1370,1377,1384,1390],{"edition":1371,"price":1372,"scope":1373},"Reporting","1 490 €",[1374,1375,1376],"Ticket volume, SLA, and queue or service reports","Dashboard plus scheduled export","Handover and operating note",{"edition":1378,"price":1379,"scope":1380},"Timesheets","2 490 €",[1381,1382,1383],"Everything in Reporting","Time recording on tickets","Timesheet exports by agent, queue, customer, or project",{"edition":1385,"price":1046,"scope":1386},"Statistics & AI",[1387,1388,1389],"Everything in Timesheets","AI-written statistics briefing (trends and outliers)","Review that the narrative matches the figures",{"edition":1391,"price":1392,"scope":1393},"AI Insights","390 €/month",[1394,1395,1396],"Requires a setup edition first","Monthly AI statistics briefing","Small report and timesheet adjustments",[1398,1399,1400,1401],"Full BI warehouse, Power BI data model, or custom data lake (scoped separately)","Payroll, invoicing, or legal time-tracking compliance review","Ongoing report changes after handover, unless you book the AI Insights retainer or an Engineering Day","Historical data cleanup or ticket migration",[1403,1406,1409,1412,1415],{"q":1404,"a":1405},"What is included in Reporting versus Timesheets?","Reporting covers ticket volume, SLA, and queue or service breakdowns with a dashboard and export. Timesheets adds recording of time on tickets and reports by agent, customer, queue, or project. Higher editions include the lower ones.",{"q":1407,"a":1408},"How does the AI create statistics?","The figures still come from your ticket system. The AI writes a short briefing on top of those numbers: trends, outliers, and what deserves attention. We check the text against the source figures before handover.",{"q":1410,"a":1411},"Can agents record time without a separate timesheet tool?","Yes. We set up recording inside OTOBO or Znuny so time stays on the ticket, then reports and exports turn that into timesheets.",{"q":1413,"a":1414},"Is there a monthly option?","Yes. AI Insights is 390 € per month after the setup edition. It refreshes the statistics briefing and covers small report adjustments. Larger new reports are quoted separately.",{"q":1416,"a":1071},"Do you have questions about ticket statistics or timesheets?",[1418,1419,1420,1421,1422],"Standard ticket statistics: volume, first response, solution time, queue and service breakdown","Scheduled report or export your team can send or archive","Timesheet setup and sample reports when you choose a Timesheets edition or higher","AI summary of the statistics (what moved, what looks unusual, suggested focus) on AI editions","Validation of figures against a sample period before handover",{},"Reporting, timesheet recording, and AI-written statistics for OTOBO and Znuny",65,[1427,1428,1429,1430],"A running OTOBO or Znuny instance with admin access","Agreement on which queues, services, and time periods the reports should cover","For timesheets: a decision on how agents record time (dynamic field, time units, or activity log)","Sample tickets or a staging copy so we can validate numbers before go-live","from 1 490 €","Reporting from 1 490 €, timesheets from 2 490 €, AI statistics from 3 900 €. Optional monthly AI briefing from 390 €/month.",[1434,1439,1444,1449],{"title":1435,"bullets":1436},"Scope",[1437,1438],"Agree the questions the statistics must answer (SLA, workload, time, customers)","Choose reporting only, timesheets, or AI commentary",{"title":1440,"bullets":1441},"Setup",[1442,1443],"Configure stats, dashboards, and time recording on staging","Map queues, services, and dynamic fields into the report model",{"title":1445,"bullets":1446},"AI layer",[1447,1448],"On AI editions, generate a readable statistics briefing from the same numbers","Check that the narrative matches the underlying figures",{"title":237,"bullets":1450},[1451,1452],"Walk through how to refresh reports and export timesheets","Leave a short operating note and optional monthly briefing",[1454],{"slug":243,"relationshipDescription":1455},"Open Ticket AI can feed classified tickets into the same reporting model, so statistics reflect queues, types, and priorities the model already set.","ticket-system-statistics","en/_data/services/ticket-systems_ticket-system-statistics",[249,250],[1460,1461,1462,1463,254,1464],"reporting","statistics","timesheets","time-tracking","dashboards","1–3 weeks",{"otobo":1467,"znuny":1471},{"label":11,"notes":1468},[1469,1470],"Uses OTOBO statistics, dynamic fields, and reporting modules","Time recording fits OTOBO ticket time units and custom fields",{"label":14,"notes":1472},[1473,1474],"Uses Znuny stats and reporting configuration","Timesheets built on ticket time accounting and dynamic fields",[1476,1477,1478,1479],"You need reliable ticket reports for management, customers, or operations","You want agents to record time on tickets and export timesheets","You want AI to turn raw ticket data into readable statistics and trends","You run OTOBO or Znuny and the built-in stats are not enough for your reporting rhythm","B0hS5CCB3EDfYbSMsb0CngGTQiSv9KFVTFqzyS7m4g0",{"id":81,"contact":1482,"descriptor":90,"extension":5,"fullName":91,"meta":1484,"metrics":1485,"name":103,"partners":1489,"qualification":1491,"socialMedia":1493,"stem":134,"tagline":135,"team":1498,"testimonials":1501,"whySoftoft":1504,"__hash__":169},{"email":83,"appointmentUrl":40,"googleReviewsUrl":84,"address":1483},{"street":86,"city":87,"zip":88,"country":89},{},[1486,1487,1488],{"value":95,"label":96},{"value":98,"label":99},{"value":101,"label":102},[1490],{"name":106,"description":107,"url":108},{"heading":110,"intro":111,"bullets":1492},[113,114,115,116],[1494,1495,1496,1497],{"platform":119,"url":120,"icon":121},{"platform":123,"url":124,"icon":125},{"platform":127,"url":128,"icon":129},{"platform":131,"url":132,"icon":133},[1499,1500],{"name":103,"role":138,"image":139,"featured":140},{"name":142,"role":143,"image":144,"featured":145},[1502,1503],{"text":148,"name":149,"role":150,"company":151},{"text":153,"name":154,"role":150,"company":155},[1505,1506,1507,1508],{"icon":158,"text":159},{"icon":161,"text":162},{"icon":164,"text":165},{"icon":167,"text":168},1792159095859]