Automatically resolve up to 80% of your OTRS tickets
OMQ integrates seamlessly into OTRS and answers incoming tickets fully automatically from the knowledge base. Seamlessly integrated, ready to use immediately.
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Instant answers for your customers — around the clock
Support teams spend a large part of their time on the same inquiries over and over: product questions, delivery times, contract information. These tickets are important to your customers — but they tie up capacity that your team needs for more complex issues. OMQ solves this: incoming OTRS tickets are automatically analysed and answered — directly from your knowledge base, without your team having to intervene.
OTRS is a proven ITSM and ticket system for enterprise environments, used in IT, public authorities and service companies worldwide. OMQ connects natively and enhances your OTRS workflow with AI-powered automation.
What you gain from day one
⏱Instant answers, around the clock
Customers receive answers in under a second – even outside business hours, without agent involvement. OMQ works 24/7.
✉️Answer tickets fully automatically
OMQ analyses incoming OTRS tickets, recognises the request and answers standard inquiries directly from the knowledge base — without manual intervention.
🧠AI that understands instead of just searching
OMQ analyses the meaning behind a request, not just keywords. Even unusually phrased questions are correctly identified and answered.
🗄One knowledge base for all channels
Enter knowledge once – automatically available in OTRS, chat, email and contact form. No duplicate maintenance, no inconsistencies.
How OMQ works in your OTRS
Popular Use Cases
Answer tickets instantly and fully automatically
Incoming OTRS tickets are analysed by OMQ and answered directly from the knowledge base — fully automatically, without agent involvement. Standard inquiries are resolved in under a second, complex cases are automatically forwarded to the responsible team.
More Use Cases
Answer product questions instantly
Customers ask about product details, delivery times or availability. OMQ analyses the incoming email, recognises the request and answers the question fully automatically from the knowledge base — precisely, consistently and without waiting.
Clarify contract questions in real time
Customers ask about scope of coverage, cancellation periods or contract terms. OMQ analyses the ticket, recognises the intention and answers directly from the knowledge base — around the clock, without agent involvement.
Answer registration inquiries without waiting
Students and prospective students ask about registration deadlines, admission requirements or course information. OMQ answers these inquiries fully automatically from the knowledge base — immediately, consistently and relieving your team.
+ OMQ can also provide requests as a ready-made draft for your team or automatically forward them to the responsible team. Individually adaptable depending on branch and setup.
Suitable for all industries
Tourism
Financial sector
Energy
and more
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Frequently asked questions about the OMQ OTRS integration
How can I automatically answer OTRS tickets?
Recurring OTRS tickets such as product questions, delivery times or contract information can be answered fully automatically without manual intervention using AI-powered automation. OMQ analyses incoming tickets, recognises the request and answers directly from a central knowledge base — in under a second, around the clock.
How do I reduce ticket volume in OTRS?
Ticket volume in OTRS can be significantly reduced when standard inquiries are automatically intercepted before they reach your team. Solutions like OMQ recognise requests directly upon arrival, answer them fully automatically or forward them specifically to the responsible team — keeping your support team free for more complex cases.
What does OMQ automate in OTRS?
AI-powered solutions like OMQ can take over various tasks in OTRS: automatic answering of standard inquiries such as product questions, contract information or registration requests, creation of ready-made drafts for agents or targeted forwarding to the responsible team. OMQ integrates natively into OTRS and works directly from a central knowledge base — without changing your workflow.
Does OMQ replace our OTRS?
No — OMQ does not replace OTRS, it complements it. OTRS remains your central helpdesk system, OMQ works in the background and answers standard inquiries automatically. Your team continues to see all tickets and intervenes in complex cases.
In which industries is OTRS used with AI automation?
OTRS is particularly frequently used by enterprise environments in IT, public authorities and service companies. AI-powered automation with OMQ is particularly used in IT companies, public administration and insurance. OTRS is particularly widespread among organisations with complex ITSM requirements and high security requirements.
Does OMQ also work with other helpdesk systems?
Yes — OMQ is not limited to OTRS. In addition to OTRS, OMQ also integrates with Zendesk, Zammad, Freshdesk, Znuny and Intercom. OMQ can also be used across channels — in email, chat, WhatsApp and more. A central knowledge base supplies all channels simultaneously.