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An integrated, API-based customer portal powered by OTRS

Why OTRS?

In 2025, Magh und Boppert GmbH, the developers of the Avendoo® learning platform, decided to upgrade their in-house ticketing system to support the company’s growth. However, their previous solution proved far too complex to implement the desired changes.

Therefore, the company chose OTRS – a return to the platform, as Magh und Boppert GmbH had used the ((OTRS)) Community Edition until 2021. This time, however, with a clear goal: to simplify processes and improve the customer experience.
Following the initial contact and requirements gathering, a joint design workshop was held, during which the full scope of the desired OTRS features was defined, all necessary processes were set up, and the foundation was laid for the desired integration with the Avendoo® customer portal. In the next step, the developers at Magh Boppert and OTRS collaborated to develop an interface to ensure the seamless transfer of all important data between myAvendoo and OTRS.

Impact of OTRS

Integration of the ticketing system with myAvendoo
Time savings in handling customer inquiries
Long-term increase in customer satisfaction
Faster ticket processing
Process automation

Features Used

Requirements

Ticketing integrated with CMDB
Seamless integration of OTRS with the existing myAvendoo customer portal
Retention of existing ticket categories
Usability across all departments
Reduced workload for customers and customer support

The Challenge

Over time, requirements have changed, and the existing solution was no longer able to adequately meet the new needs, particularly regarding the myAvendoo customer portal and system integration. myAvendoo was intended to become the central point of contact for customers and, in addition to handling support tickets, display the current roadmap. In a future phase, customers will be able to extend their licenses and continue to provide feedback and requests via the platform.

However, a previously used enterprise solution proved too difficult to customize and too costly to maintain in practice to meet these requirements.

“To implement the changes we needed, you had to be a specialized developer of that tool. That wasn’t feasible for us.”
The team needed a more flexible and intuitive solution that could be adapted to their own processes and internal IT landscape without relying on highly specialized technical resources. As former ((OTRS)) Community Edition users, the decision to go with the professional OTRS was quickly made.

The Solution

Returning to OTRS was an obvious choice, especially since the team was already familiar with the solution. This time, however, OTRS is being used not just as a ticketing system, but as the foundation for a more comprehensive, API-based environment.

In parallel, a custom customer portal was developed that is fully connected to OTRS via APIs. The goal was to provide Magh and Boppert’s customers with a central entry point through which they can interact with the company without having to rely on emails or various tools. All ticket interactions take place directly through these integrations.
“We didn’t just want to manage tickets; we wanted to offer our customers a central point of access.”

An integrated and widely used system
APIs play a central role in this architecture. They enable customers to interact via tickets directly through the portal without having to switch between different tools or use email. At the same time, OTRS is connected to internal systems, which automatically synchronizes customer data and eliminates the need for manual entry.
This approach simplifies processes on both sides. It reduces duplicate work, ensures data consistency, and improves communication between customers and internal teams.
The system is now used by several departments, including customer service, IT, marketing, sales, and project management. This shared use improves collaboration and ensures that tickets can be easily transferred between teams.

Quick results and next steps
The project was implemented within a few months, with a phased rollout starting with the ticket system and followed by the customer portal. The rollout went smoothly and was quickly adopted by the teams.
The portal is undergoing continuous development. Plans include deeper integration with the ERP system and the addition of new features. The long-term goal is clear: the customer portal is to become the central entry point for all customers and significantly reduce the use of email.
“Our goal is for everything to run through the portal in the future.”

Magh und Boppert GmbH

Magh und Boppert GmbH is the company behind Avendoo®. Since its founding in 2002, it has been developing technologies for digital learning. What began as a learning platform for knowledge tests in Switzerland has grown into a comprehensive learning ecosystem used internationally by medium-sized and large companies. The company places great importance on growing continuously alongside its customers and partners. Their main goal:
To inspire enthusiasm for learning and enable their customers to bring out the best in their teams and employees – every single day.