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Open source ticket system

A Helping Hand

Article from ADMIN 86/2025

By Tobias Bück

OTOBO is a user-friendly and completely free ticket system designed to handle complex service requirements that offers an alternative, easy-to-use support tool with Active Directory integration and single sign-on. We show you how to set up and configure OTOBO and how to connect it to third-party systems such as Entra ID.

From the outset, OTOBO's developers designed for efficiency, adaptability, and visual appeal. With features such as Docker support, dynamic forms, and full-text search, the software enables fast information extraction and can be customized to your organization's needs. The free software makes full use of the possibilities of modern IT service management systems and offers a platform for an active community. The help desk system aims to be a cost-efficient technological alternative to proprietary products, to which its sophisticated features contribute.

Architecture and Functions

OTOBO [1] offers a range of advanced features for efficient and effective ticket processing. One of its key features is its ability to connect to Active Directory (AD) and other services that use the Lightweight Directory Access Protocol (LDAP) to support centralized management of user accounts and group memberships. This integration simplifies user administration, authentication, and authorization. Best practices for integration include multiple backup LDAP servers for redundancy, minimized querying through targeted search and filtering, and regular reviews of access rights with a view to data security and compliance.

The platform also comes with secure email communication that supports OAuth 2.0 for POP3 and IMAP email protocols to enable modern and secure authentication for the retrieval of email from services such as Microsoft 365. The required OTOBO daemon automates the retrieval process by collecting email messages at predefined intervals and automatically running processing tasks. Also important is the configuration of postmaster filters for the automatic assignment of email to the correct queues.

The integration of single sign-on (SSO) means that users only need to authenticate once with their credentials to gain access to multiple systems,

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