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https://github.com/OMQ/Assist-OTRS-6

OMQ Assist helps your agents respond blazingly fast. It is integrated into your existing ticket system. When opening a ticket, the software reads the email automatically and immediately suggests the appropriate solution. With a simple click, the system assembles a reply mail that can be sent immediately. With every new ticket, the software keeps on learning.
https://github.com/OMQ/Assist-OTRS-6

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OMQ Assist helps your agents respond blazingly fast. It is integrated into your existing ticket system. When opening a ticket, the software reads the email automatically and immediately suggests the appropriate solution. With a simple click, the system assembles a reply mail that can be sent immediately. With every new ticket, the software keeps on learning.

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README 

        
# OMQ Assist for OTRS 6



## Description



[OMQ Assist](https://www.omq.ai/products/assist/) makes OTRS more **efficient** and helps you to deliver great customer service.



## Features include:



- Answer support tickets with one click

- Solve requests from all over the world (supports 32 languages)

- OMQ AI learns from your support tickets (self learning)

- Rights management for agents

- Work in the OMQ knowledge base without leaving OTRS



To get the latest version of the extension please [contact us](https://www.omq.ai/company/contact/).



## OMQ Assist

 

OMQ Assist enhances your ticket system with a **self-learning** knowledge base, which automatically suggests suitable solutions. The processing time of each individual ticket is reduced, because of the extremely shortened research process. As soon as a ticket or a customer email is opened in OTRS, OMQ Assist reads the message automatically. The **Artificial Intelligence** of OMQ understands the customer’s request and OMQ Assist proposes matching entries from the **knowledge base**. These appear in the right pane of OTRS Ticketview.



You can also individually search for an answer if you want to use a different answer than the one suggested by OMQ Assist. Just enter a search term in the **search field**. OMQ Assist displays all entries for this search term. The number in the first place indicates how many entries for the term are stored in the knowledge base as a whole. Below is listed which specific entries there are related to the term and how many of them exist.



## About OMQ



[OMQ](https://www.omq.ai) is a central and intelligent knowledge base. All OMQ products access the same service answers from the **knowledge base** and direct them into the various communication channels.



## OMQ’s AI understands the customer’s intent



With our [artificial intelligence](https://www.omq.ai/blog/artificial-intelligence-in-customer-service/), incoming customer messages will be **automatically** read. Simultaneously, OMQ Assist analyzes and understands the **intention** of the customer request. Text blocks will be displayed to the **service agent** so that they can compose an email reply with a single click. Manually replying to repetitive customer requests will therefore be avoided.



## How to install the OTRS extension



Follow the [instructions](https://www.omq.ai/blog/otrs-omq-assist/).



Integration with **OTRS** uses an **API key**. This is used to identify the connection in the ticket system. New customers create a free OMQ account during the integration process. The API is generated automatically in the process. OMQ customers who already have an account can generate an API key for a new Assist connection in the OMQ knowledge base under the **Assist** module. This is automatically generated via the plus-icon in the left corner.



## Contribution



Improvements to the extension are always welcome. To contribute, please contact [OMQ](https://www.omq.ai/company/contact/).



## Bugs



Please submit bug reports to [[email protected]](mailto:[email protected]).