AI Customer Support with OTRS
OTRS is a long-standing German service management platform used by enterprises and public sector. Minimal AI plugs into OTRS so the AI can read tickets, check your business systems, and reply inside OTRS automatically.
Minimal AI plugs into OTRS so your team stops handling the routine work. The AI reads what it needs, writes the action, and replies, in seconds.
Setup takes a few clicks.
Connecting is effortless. The AI Manager sets everything up for you in minutes - no developers, no complex configuration.
What OTRS does
OTRS is a long-standing German service management platform used by enterprises and public sector. Minimal AI plugs into OTRS so the AI can read tickets, check your business systems, and reply inside OTRS automatically.
Key OTRS API capabilities Minimal AI uses
Minimal AI connects to the OTRS API to read conversations, look up customer data, and write replies in real time.
Read ticket
Read OTRS articles, dynamic fields, and metadata.
What the AI does: Public-sector or enterprise tickets in OTRS get a faster first response from the AI
Look up customer
Read OTRS customer user profile.
What the AI does: Routine tickets are auto-answered, freeing up agents for complex cases
Read queue and SLA
Read queue, SLA, type, and priority on a ticket.
What the AI does: SLA-bound tickets are flagged and escalated by the AI when needed
Search tickets
Search across OTRS tickets.
What the AI does: Public-sector or enterprise tickets in OTRS get a faster first response from the AI
What the AI agent can read and write in OTRS
Minimal AI does not just read data from OTRS. It takes real actions inside the conversation to actually resolve customer issues.
Get information
- •Read ticket
- •Look up customer
- •Read queue and SLA
- •Search tickets
Take actions
- •Reply to ticket
- •Add internal note
- •Move queue
- •Set priority
- •Close ticket
This is a representative subset of what the AI can do here. If the API can do it, Minimal AI can do it.
How to connect OTRS to Minimal AI
Connect OTRS in a few clicks through the AI Manager.
Go to Integrations in your Minimal dashboard and select OTRS. Authorize the connection.
Tell the AI Manager which conversations the agent should handle in OTRS.
Review and go live. The AI starts handling conversations immediately.
Real support scenarios the AI handles in OTRS
Public-sector or enterprise tickets in OTRS get a faster fir
Public-sector or enterprise tickets in OTRS get a faster first response from the AI
Routine tickets are auto-answered
Routine tickets are auto-answered, freeing up agents for complex cases
SLA-bound tickets are flagged and escalated by the AI when n
SLA-bound tickets are flagged and escalated by the AI when needed
Works with the rest of your stack
Minimal AI connects to OTRS for the conversation and to your store, shipping, and returns tools for live data. Every reply uses real customer information instead of guesswork.
View the full integration details
See setup instructions, related integrations, and more.
Frequently asked questions
Does the AI work with OTRS Free and ((OTRS)) Community?+
Yes. OTRS Cloud, on-prem, and community variants are supported.
Does the AI respect OTRS queues and SLAs?+
Yes. The AI follows your queue and SLA rules.
How fast is setup?+
Minutes after you add OTRS API credentials.