OTOBO GenericInterface REST API

Name: OTOBO GenericInterface REST API
Brand: OTOBO API
Availability: InStock

★ Only Publicly Available OpenAPI DocumentBusiness ToolsTicketingsession5 EndpointsREST

For Agents

Install Jentic One Beta

Connect the OTOBO GenericInterface REST API to your agent

Jentic One is a self-hosted execution layer for AI agents. It lets your agent call the OTOBO GenericInterface REST API, or any other public or private API you need. You set the rules, the agent never sees your credentials, and every call is logged.

Two steps, two machines. Install the instance in a safe environment, then register your agent from wherever it runs.

Step 1: Jentic One Host machine

# On the machine that will host your Jentic One instance:
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh

Step 2: Agent machine

# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh
jentic register       # connects your agent to your Jentic One instance

Jentic One is in public beta. The setup above keeps your agent separate from the instance, which is what you want before using real credentials: an agent running as the same OS user as Jentic One can read its stored keys directly. Just evaluating? A single local install is fine to start. See the secure deployment guide for the tiers.

Capabilities

What an agent can do with OTOBO GenericInterface REST API.

Create and authenticate API sessions for ticket operations

Create new tickets with customizable fields including title, queue, priority, and customer info

Retrieve ticket details including history, articles, and attachments

GET STARTED

Start building with OTOBO GenericInterface REST API

Explore with Jentic

View OpenAPI Document

Use Cases

Patterns agents use OTOBO GenericInterface REST API for, with concrete tasks.

★ Automated Ticket Creation from External Systems

Integrate external applications, monitoring systems, or customer-facing forms with OTOBO ticketing. POST /Session creates an authenticated session, then POST /Ticket creates tickets with full metadata including queue, priority, customer info, and initial article. This enables automated ticket creation from monitoring alerts, web forms, email parsers, or chat systems without manual entry.

POST /Session with credentials to authenticate, then POST /Ticket with ticket data including title, queue, priority, customer info, and article content.

Customer Portal Ticket Lookup

Build custom customer portals that retrieve ticket status and history from OTOBO. GET /Ticket/{TicketID} returns full ticket details including articles, attachments, and state. Customers can check ticket progress, view responses, and track resolution without accessing the OTOBO web interface directly.

POST /Session to authenticate, then GET /Ticket/{TicketID} to retrieve ticket details for display in the custom portal.

Bi-Directional CRM and Ticketing Sync

Synchronize OTOBO tickets with CRM systems like Salesforce or HubSpot. PATCH /Ticket/{TicketID} updates tickets with new information from CRM, and GET /Ticket queries OTOBO for ticket status to update CRM records. Agents can work in either system while maintaining consistent ticket state across platforms.

GET /Ticket with search filters to retrieve updated tickets, then sync changes to CRM. When CRM records update, PATCH /Ticket/{TicketID} to reflect changes in OTOBO.

AI Agent for Support Ticket Management

Let an AI agent handle routine ticketing tasks for a support team — creating tickets from customer inquiries, updating tickets with status changes, and retrieving ticket information for customer service reps. Through Jentic, the agent loads only the required operations and OTOBO credentials are injected at execution time.

Use the Jentic search query 'create otobo ticket' to find POST /Ticket, load its schema, and execute with ticket details from the customer inquiry.

Key Endpoints

5 endpoints — otobo (open ticket based on otrs) is an open-source ticketing and service management system.

METHOD

PATH

DESCRIPTION

POST

/Session

Create an authenticated API session

POST

/Ticket

Create a new ticket with full metadata and initial article

GET

/Ticket/{TicketID}

Retrieve ticket details including history and articles

PATCH

/Ticket/{TicketID}

Update an existing ticket with new articles or field changes

GET

/Ticket

Search and query tickets by various criteria

POST

/Session

Create an authenticated API session

POST

/Ticket

Create a new ticket with full metadata and initial article

GET

/Ticket/{TicketID}

Retrieve ticket details including history and articles

PATCH

/Ticket/{TicketID}

Update an existing ticket with new articles or field changes

GET

/Ticket

Search and query tickets by various criteria

Why Jentic?

Three things that make agents converge on Jentic-routed access.

Credential isolation

OTOBO credentials are stored encrypted in the Jentic vault. Sessions are created automatically and session IDs are injected at execution time. Raw credentials never appear in agent prompts or transcripts.

Intent-based discovery

Agents search by intent such as 'create otobo ticket' or 'retrieve ticket details' and Jentic returns the matching endpoint with its schema.

Time to first call

Direct OTOBO integration: 2-3 days to set up GenericInterface, model ticket structure, and handle session management. Through Jentic: under 1 hour — search, load schema, execute.

FAQs

Specific to using OTOBO GenericInterface REST API through Jentic.

What authentication does the OTOBO API use?

The OTOBO GenericInterface uses session-based authentication. First call POST /Session with username and password to create a session, then use the returned SessionID in subsequent requests. Through Jentic, credentials are stored encrypted and sessions are managed automatically.

What is the relationship between OTOBO and OTRS?

OTOBO is an open-source fork of OTRS created after OTRS moved to a closed-source model. OTOBO maintains compatibility with OTRS while continuing open-source development. The API structure is similar to OTRS GenericInterface.

How do I customize the base URL for my OTOBO installation?

The base URL includes your OTOBO hostname and web service name: https://{hostname}/otobo/nph-genericinterface.pl/Webservice/{webserviceName}. Replace {hostname} with your server and {webserviceName} with your configured GenericInterface web service name.

Can I attach files to tickets via the API?

Yes, the POST /Ticket and PATCH /Ticket/{TicketID} endpoints support attachments in the Article section. Attachments are base64-encoded in the request payload.

Is the OTOBO API compatible with OTRS integrations?

OTOBO maintains API compatibility with OTRS GenericInterface for most common operations, so many OTRS integrations work with OTOBO with minimal changes. However, specific features may differ between versions.

OTOBO GenericInterface REST API

Connect the OTOBO GenericInterface REST API to your agent

Capabilities

Start building with OTOBO GenericInterface REST API

Use Cases

Key Endpoints

Why Jentic?

Related APIs

FAQs