Self-hosted · AGPL-3.0 · Python + React

Modern helpdesk. Znuny/OTRS-compatible.

Tiqora is a clean-room reimplementation of a ticket system that speaks the OTRS / Znuny 6.0–7.3 database — with a first-class web UI, AI-assisted replies & summaries, and a path to run alongside your existing instance.

Try the live demo View on GitHub Docs

Built for teams leaving the Perl era

Same familiar ticket data model when you need it — a modern stack and UI when you work in it every day.

Modern web UI

Agent workspace, admin console, and customer portal — a clear step up from classic OTRS/Znuny screens, in dark and light themes built for daily agent use.

OTRS/Znuny 6.0–7.3 DB compatible

Runtime schema profile adapts to peers from OTRS 6.0 through Znuny 7.3 on MariaDB/MySQL and PostgreSQL. Parallel operation on the same database is first-class. See matrix ↓

AI-ready search & MCP

Fast ticket search via Meilisearch, plus an MCP server so AI agents use the same permission engine as humans.

✎

AI agent assistance

Per-queue policies drive draft replies, summaries, triage and optional autonomous auto-replies; agents refine their own text and review the changes as a diff, and can pause the AI per ticket. Each task routes to its own model profile, PII is masked before every LLM call, and the full audit log exports to a PII-aware PDF.

Sample audit PDF ↓

ITSM & CMDB

Incidents, problems, major incidents and a priority matrix. Read the CIs from Znuny ITSM 6.5/7.3 (“Znuny führt das ITSM”) or keep them in Tiqora's own CMDB (“Tiqora führt das ITSM”) with versioned classes and impact analysis. An importer moves them over, with a dry run and a way back. The ITSM mode can also be off. Screens ↓

Change management

While Tiqora leads the ITSM: a change is a ticket plus a change record with type, phases, plans, time window, risk and impact. Tasks, templates and standard changes, a calendar with freeze windows and conflict checks, CAB meetings with agenda and minutes. Znuny's changes stay read-only, live or in an archive; Tiqora never writes them. Narrower than Znuny's: no change conditions or notification rules of its own. It has its own off-switch.

Where Znuny is stronger →

✓

Approvals

One engine for approval requests on a ticket: stages and parallel steps, rules (one, all, at least n, majority), deadlines with reminders and escalation, substitutes. People decide in their inbox, in the ticket, through a single-use e-mail link, in the portal if you allow customers, over REST or MCP. Not yet as a process step. An admin switch turns the module off and deletes nothing. Screens ↓

⇢

Process management

Runs Znuny processes from their deployed state, for agents and in the portal. A designer for steps, forms, transitions and actions, with validation, Znuny YAML import/export and versions; deploy from Tiqora while Znuny still runs via the TiqoraSync add-on.

▤

Reports & dashboards

25 core and 16 ITSM built-in reports (the ones on CIs and changes need Tiqora to lead the ITSM), a report builder, saved reports and searches, import of Znuny statistics including the ITSM ones, PDF/XLSX/CSV export and scheduled delivery by e-mail. Widget dashboards per agent with role templates, report widgets, a TV mode and read-only wallboard links. Screens ↓

☎

Web chat, Telegram & phone

An embeddable web chat with opening hours, offline messages, uploads and recognised visitors; an AI assistant can answer first and hand over to the team. A real chat view for Telegram tickets; CTI call popups, caller lookup and compact phone tickets for the hotline. Screens ↓

🔐

PGP & S/MIME

Verify and decrypt inbound mail, sign and encrypt replies, notifications and auto-responses — with per-queue defaults and the key stores shared with Znuny. Screens ↓

GDPR tooling

Customer anonymization, retention jobs, and audit trails — built into admin workflows.

🔒

SSO, provisioning & MFA

SAML 2.0 and OIDC for agents and customers with several identity providers, just-in-time accounts and role rules; SCIM 2.0 provisioning; step-up MFA and a session lifetime per provider. Also LDAP/AD, Kerberos/SPNEGO, legacy password hashes, TOTP and passkeys.

⇄

Integration friendly

REST /api/v1 and webhooks. GenericInterface REST/SOAP compatibility on both sides: the ticket and ConfigItem* operations as a provider, ticket-event invokers with a debugger and dry run as a requester. Channel plugins (email, Telegram, phone/CTI, SMS, WhatsApp, web chat).

⧉

Plugins

Python plugins with their own settings, routes, jobs, MCP tools, UI slots and database tables, plus extension points for hooks, process actions, channels, dynamic field types, report sources and more. Admins install signed packages (unsigned only when explicitly allowed) or add package repositories in the web UI.

文

49 UI languages

Full Znuny language catalogue in the agent UI: all 48 Znuny .po locales plus English source — RTL (Arabic, Persian, Hebrew) included. Preference syncs with Znuny UserLanguage.

No Perl app stack

Python FastAPI backend, React frontend, Redis, Meilisearch. Clean-room code — not a Znuny fork.

Customer portal & KB

Optional self-service portal (opt-in) with tickets, process tickets, web chat and the customer's own systems from the CMDB, and a Markdown knowledge base with agent editing and portal search.

Compatibility matrix

Supported peer databases for parallel operation. Preferred peers: Znuny 6.5 or 7.3. Full details in docs/support-matrix.md.

Peer product	Profile	Parallel-op	Notes
OTRS 6.0.x / Znuny 6.0	`otrs-znuny-6.0`	Yes	Table `groups` (hardest adapter)
Znuny 6.1 – 6.4	`znuny-6.1` … `6.4`	Yes	Optional mail OAuth / tables per minor
Znuny 6.5	`znuny-6.5`	Yes	Baseline · LTS, preferred peer
Znuny 7.0 – 7.3	`znuny-7.0` … `7.3`	Yes	State/priority colour (7.0+); preferred 7.x: 7.3 (current release)

MariaDB / MySQL · full matrix PostgreSQL · schema matrix TiqoraSync 6.0.x–7.3.x Layer A + B golden validated

See it in action

Pick a topic, then click through its screens. Click the large image to view it full size; arrow keys step through the topic.

AI assistance

AI ticket summary card — **Ticket summary** State-only summary of the case so far, with the documents it relied on

AI draft grounded in MCP monitoring results — **Drafts + MCP tools** The draft is grounded in live results from an MCP monitoring server — every tool call is traceable

Auto-sent AI reply with its tool trace — **Auto-replies with a trace** The 🤖 marker flags an auto-sent reply; the trace shows each tool and its arguments

Refined reply shown as a word-level diff — **Refine with review** A rough draft polished by the AI, reviewed as a word-level diff before it is applied

AI model catalog — **Model catalog** Models per provider with capabilities and prices — any OpenAI-compatible API, cloud or self-hosted

AI task routing to model profiles — **Task routing** Research, writing, triage, summaries, refine and vision each go to their own model profile

Per-queue AI policies — **Per-queue policies** Autonomy, limits and escalation, configured queue by queue

AI subsystem settings — **AI settings** Operation mode, the auto-reply kill-switch and the global disclosure text

MCP clients with per-tool switches — **MCP clients** External tool servers with per-tool enabled and mutating switches

LLM request audit — **Request audit** Every LLM call with cost, tokens, PII counts and the full prompt and response

Agent workspace

Inbox sorted by last activity — **Inbox** Sorted by last activity, escalations pinned, filters by state, flag and channel

**Ticket view** Status bar, inline properties and a split or conversation view of the articles

**Search** Full-text ticket search backed by Meilisearch

**Calendar** Znuny-compatible calendars and appointments

**Knowledge base** Markdown articles with review workflow, shared with the portal and the AI

ITSM & CMDB

Ticket with affected CIs and a major-incident banner — **Incident in the ticket** Affected CIs with deployment and incident state, the link to an active major incident and the linked tickets (ITSM screens: light theme only)

Configuration item read from Znuny ITSM — **Znuny's CMDB, read-only** While Znuny leads the ITSM, Tiqora shows its CIs, attributes, versions and linked tickets

ITSM administration with mode, setup and priority matrix — **ITSM mode and setup** Detected mode, the ticket types and fields the ITSM dialogs need, and the priority matrix

CMDB list with filters — **CMDB** Tiqora's own CMDB: CIs by class and state, attribute filters, saved searches, import, export and bulk edit

Configuration item detail — **Configuration item** Own and derived incident state, links, dependencies, tickets, versions and history

Dependency graph of a configuration item — **Dependencies and impact** What a CI depends on and what a failure of it would affect

CMDB class editor — **Class designer** Typed attributes per class, saved as versioned definitions

Approvals

Confirm page of an e-mail link — **E-mail link** A single-use link opens a confirm page that decides nothing until you click

Approval template editor — **Templates** Stages, rules, approvers and what happens when a deadline passes

Dashboards & reports

Agent home page — **Home** Open work, escalations and the agent's own tickets at a glance

Reports overview — **Reports** Ticket volume, backlog, SLA and workload across the queues

Wallboard on a TV screen — **Wallboard** A read-only wallboard link rotates dashboards on a screen without a sign-in

Chat & phone

Telegram chat in a ticket — **Telegram chat** Chat view with composer, snippets, quote replies and answer buttons that can resolve the ticket

Compact phone ticket with call strip and caller lookup — **Phone ticket** Call strip with timer, caller lookup by number and a queue suggested from the customer's history

PGP & S/MIME

Verified PGP signature on an article — **Verified on arrival** Signatures are checked and mail decrypted on intake; the badge shows signer and key

Reply composer with the Security control — **Sign & encrypt replies** The Security control picks PGP or S/MIME and shows which recipients have a key

Per-queue email security defaults — **Queue defaults** Sign key for the queue's sender address and an encryption policy for every outgoing mail

PGP key management — **PGP keys** The GnuPG keyring shared with Znuny, with passphrases kept in Tiqora

S/MIME certificate management — **S/MIME certificates** Certificates, private keys and CAs in Znuny's layout; public CAs trusted by default

Administration

Queue escalation matrix — **Escalation matrix** First response, update and solution times with their notify thresholds in one view

Agent administration — **Agents** Agents with roles, groups and effective permissions

**Groups** Znuny's permission groups, edited in place

Role to group permissions — **Roles ↔ groups** Permission matrix between roles and groups

**Customer users** Customer accounts, companies and their PGP/S/MIME keys

**Dynamic fields** Znuny-compatible dynamic fields per screen

GDPR erasure tooling — **GDPR** Customer anonymisation with a preview of every column it touches

Two-factor administration — **Two-factor** Enforce TOTP or passkeys per agent

Sign-in & portal

Login — **Sign-in** Password, LDAP, SAML or OIDC providers, Kerberos and passkeys — whatever is enabled

Account security settings — **Account security** TOTP and passkeys managed by each agent

**Account menu** Language, theme (light, dark or system) and preferences in one place

**Customer portal** Optional self-service: tickets, knowledge base and key preferences

Three ways to run

Greenfield, side-by-side with Znuny, or a controlled migration path.

Fresh install

Empty database, bootstrap with tiqora bootstrap, and run Tiqora standalone.

Parallel to Znuny

Share one OTRS/Znuny 6.0–7.3 database. Additive tiqora_* tables only — no peer schema changes until you choose ownership.

Migrate away

Take over daemons feature-flag by feature-flag, then follow the cutover runbook when you are ready. How it works →

Try it locally in two minutes

curl -fsSLO https://raw.githubusercontent.com/CygnusNetworks/tiqora/main/docker-compose.quickstart.yml
docker compose -f docker-compose.quickstart.yml up -d

Then open http://localhost:8000/ and sign in as root@localhost / tiqora-demo. Comes with 40 demo tickets; evaluation only (fixed passwords, plain HTTP).

Python 3.12 · FastAPI React · TypeScript · Vite PostgreSQL / MariaDB Meilisearch Redis Docker AGPL-3.0

Explore the interactive demo

Full agent, admin, and portal UI in your browser — mock data only, nothing is saved.

Launch demo Star on GitHub