Artificial Intelligence
OTRS AI Services extend your service organization with intelligent automation and decision support. They help service teams reduce manual effort, accelerate response times and improve service quality without losing control or transparency.
The AI Services are fully integrated into OTRS.
Key Benefits
Faster ticket handling through automated classification
Higher first response quality with AI assisted summaries
Reduced manual effort for repetitive tasks
Consistent service quality across teams
Immediate value without complex setup
Connect OTRS with your existing solution
OTRS is one of the most widely used service management systems, and it can be seamlessly integrated with existing applications, such as SAP, Salesforce or HP Service Center. The generic interface and the XSLT mapping module of OTRS allow both the integration of existing systems and also the individual combination of several OTRS solutions. This significantly reduces the risks, effort, and costs involved in creating and maintaining conventional interfaces.
AI Ticket Classification
Automatically understand incoming requests.
The AI Ticket Classification Service analyzes incoming tickets in real time. Based on historical data and learned patterns, it automatically assigns the right service category.
This reduces manual triage, speeds up routing and ensures that tickets reach the right team from the first interaction.
Service teams benefit from faster reaction times and more consistent handling of requests.
AI Summary Service
Get to the point instantly.
The AI Summary Service generates concise summaries of ticket conversations. Long email threads or chat histories are condensed into clear, structured overviews.
Agents immediately understand the issue, previous actions and current status without reading the full conversation history.
This is especially valuable during handovers, escalations or when tickets are reopened after longer periods.
Success Story with OTRS for ITSM
AI Feature Description
Built for real service operations.
OTRS AI Services are designed to support service teams, not replace them. All AI driven actions are transparent, traceable and configurable.
The services learn from your existing data and processes. No generic chatbot behavior. No black box decisions.
You decide where AI is used and how far automation goes.
Typical Use Cases
- High volume ticket environments with limited resources
- Service desks with frequent handovers or shift changes
- Organizations aiming to improve first response time and quality
- Teams looking to reduce repetitive manual classification work
Why OTRS AI Services?
- Fully integrated into OTRS
- No additional tools required
- Fast activation and immediate impact
- Supports scalability without increasing complexity
OTRS AI Services enhance your service organization step by step and deliver measurable value from day one.
Discover all OTRS Platform Solutions
Customer Service & Support
Cyber Defense & Security Incidents – STORM
Help Desk
HR Management
IT Service Management
Office Management
OTRS AI Services – Frequently Asked Questions (FAQ)
Are AI functionalities included in the OTRS service contract?
AI functionalities are automatically included in the OTRS service contracts Advanced and Pro.
If AI Services are not part of your contract, they are available through a flexible credit based model called AI Credits. This allows you to activate and use AI services based on your actual needs.
How much do the AI functionalities cost?
OTRS AI Services are consumed via AI Credits.
AI Credits are provided as a monthly volume and can be flexibly used across all available AI services, such as ticket classification, summaries or response suggestions.
There is no mandatory minimum usage. Credits are intended to be used within the respective month and are not carried over automatically.
How does the AI Credit model work?
AI Credits give you full transparency and control over AI usage.
You decide which AI services you use and how intensively. There is no automatic overuse or hidden billing.
If your credits are used up, you can purchase additional credits at any time.
Where is the AI infrastructure operated?
All AI services are hosted exclusively within the European Union.
The infrastructure is located in Germany and fully complies with GDPR and the EU AI Act.
Who operates the AI models used by OTRS?
OTRS provides AI services in cooperation with BOTfriends GmbH.
BOTfriends is a German company specializing in enterprise AI solutions and is responsible for operating the AI models according to legal and ethical standards.
What happens to the data sent to the AI?
By default, no customer data is used to train AI models.
All data is processed only for the requested task and remains under your control.
Specifically, your data
- is not accessible to other customers
- is not accessible to the model provider
- is not used to improve underlying models
- is not used for third party products or services
AI models are stateless unless you explicitly decide to fine tune them with your own data.
Is customer data stored or anonymized?
BOTfriends follows strict data anonymization and deletion procedures where required.
No unnecessary data retention takes place.
Which AI models are used?
OTRS uses different Large Language Models depending on the specific AI service.
Currently, Azure OpenAI GPT 4o is used for most active AI functionalities such as ticket classification and response generation.
Depending on performance, privacy or integration requirements, additional models may be used, including Mistral AI or Google Gemini.
All models comply with GDPR and the EU AI Act.
What happens if I run out of AI Credits?
There is no automatic overage billing.
Once your AI Credits are used up, you can purchase additional credits at any time. You stay in full control of costs and usage.
Can AI be adapted to our ticket categories or terminology?
Yes, selected AI services can be configured or fine tuned.
This applies especially to ticket classification and language specific behavior. Custom training options can be evaluated if required.
Is an internet connection required?
Yes. Since AI services are cloud based and hosted in the EU, a secure internet connection is required. No permanent connection to systems outside the EU is established.
Can I track my AI Credit usage?
Currently, detailed usage visibility is not yet available.
A solution to provide full transparency on AI Credit consumption is in development.
Can on-premise systems use AI services?
Yes. On-premise systems can use AI services as long as they are able to establish a secure internet connection to the OTRS AI infrastructure.