Kim-KI for OFORK
Kim assists with searching tickets, attachments and FAQ entries, analyzes incoming emails and can transfer content into workflows.
OFORK features with Kim-KI, Process Autopilot and classic helpdesk functionality
OFORK combines tickets, processes and AI assistance.
OFORK is an open source ticket system for support, helpdesk and service processes. In addition to classic ticket handling, OFORK provides features for permissions, self-service, CMDB/ITSM, automation, security, reporting and modern Kim-KI extensions.
✓ Open source
✓ Kim-KI add-on module
✓ Agentic AI and BPMN import
Ticket System
Kim-KI
Process Autopilot
BPMN Import
New: Agentic AI in OFORK
OFORK brings AI assistance into real service processes.
With Kim-KI, OFORK extends the classic ticket system with new possibilities: processes can be created by description, BPMN files can be imported, work steps can be controlled and tasks can be continued by email. The AI does not replace people; it supports them in research, analysis, structuring and process control.
Process Autopilot
Processes can be created in natural language or imported from existing BPMN files and then further edited in the admin area.
Email-based execution
Tasks can be delegated automatically by email to agents or groups. Responses are processed and the next process step is activated.
✓ Note: The Kim-KI features are not included in OFORK version 12. An add-on module is required.
Create processes with AI
A workflow is described in natural language and automatically created as an editable template.
Import BPMN files
Existing BPMN processes can be imported and reused in the admin area.
Graphical editing
Processes are displayed visually and can be adjusted from a business perspective.
Actions per step
Work steps can include queue, group, status, service, SLA, work instruction and actions.
Delegation by email
Tasks are sent automatically to responsible people or groups.
Process responses
Replies can be assigned to the process, documented and used for the next step.
REST per step
External applications can be integrated through REST interfaces.
Dynamic fields
Responses from interfaces can be imported and written into dynamic fields.
Kim-KI
Kim supports daily work inside the ticket system.
Kim is AI assistance developed specifically for OFORK. It helps find, analyze and prepare information and can reduce repetitive work steps.
- ✓ Search tickets by subject, content and attachments
- ✓ Find FAQ entries quickly and reliably
- ✓ Transfer chat responses automatically into forms
- ✓ Analyze incoming emails automatically
- ✓ Derive queue, priority and status from email content
Hey Kim
Voice control for faster work.
With “Hey Kim”, users can enter search queries, reply content or text for new tickets by voice. This is especially helpful when research, documentation and communication happen in parallel.
- ✓ Start search queries by voice
- ✓ Dictate text for replies
- ✓ Capture content for new tickets
- ✓ Speed up work in active support
Kim-KI add-on features
Make ticket knowledge usable and provide information faster.
OFORK can make existing support knowledge more usable through special Kim-KI extensions. These include summarized ticket content, structured training data, automatic reply suggestions and additional information directly in the ticket view.
FeedMe
FeedMe creates an editable summary from the questions and answers in a ticket. This can be stored in JSONL format and used for knowledge bases or Qdrant.
Automatic reply suggestions
For similar tickets, Kim-KI can find known answers and prepare the reply field with suitable suggestions.
Extra Files
Important information about the customer or customer user can be displayed directly in the ticket view, for example as note text or linked documents.
Classic OFORK features
OFORK is built for real support and service processes.
In addition to the Kim-KI extensions, OFORK provides all key features for professional ticket handling: permissions, self-service, customer management, ticket processing, security, escalations, automation, knowledge management and reporting.
Permission management
Groups, roles, owners and responsible persons allow clear control of access, responsibilities and processing permissions.
Self-service portal
Customers and users can submit and track requests in a structured way using forms, categories, ticket overviews and a knowledge base.
CMDB and ITSM
CIs can be integrated into cases, linked with tickets and used in service processes. Processes can be mapped with a timeline and authorized work steps.
Ticket creation
Tickets can be created by email, self-service portal, phone or API from third-party systems.
Ticket processing
Search templates, service catalog, internal notes, reply templates, text snippets and bulk actions support daily work.
Ticket linking
Tickets can be linked to each other and organized as parent and child tickets.
Draft mode
Notes and emails can be prepared and then reviewed or edited further.
Queues and responsibilities
Teams, areas and responsible persons can be organized clearly.
Customer management
Customers, contacts, customer information and multiple company assignments can be managed.
Booking management
Rooms, times, calendars, participants and involved departments can be integrated into workflows.
Service catalog
Services and requests can be organized in a structured way by categories and internal workflows.
Processes and automation
Control recurring workflows in a structured way.
OFORK is suitable for organizations that need more than simple ticket communication. Work steps, approvals, parallel tasks and automatic actions help implement processes in a reproducible and traceable way.
Processes
Individual processes can be built with work steps, group assignments, approvals and parallel workflows.
Notifications
Ticket notifications, escalations to supervisors, postmaster filters and external information in the ticket support active processing.
Automation
Recurring tasks, text templates, CI data, API imports, form links and automatic ticket notifications can reduce process effort.
Security
Protection for communication, access and responsibilities.
OFORK provides security features for professional support environments. These include encrypted communication, clear permissions and traceable responsibilities.
- ✓ Use of S/MIME certificates
- ✓ Encryption via S/MIME and PGP
- ✓ Data transmission via SSL
- ✓ Two-factor authentication
- ✓ Role and permission management
Escalation management
Keep deadlines, times and responsibilities under control.
Response times, solution times and reminders are critical for support organizations. OFORK supports structured control of escalations and time targets.
- ✓ SLA management for meeting solution times
- ✓ Definition of solution and reminder times
- ✓ Time zone support
- ✓ Time tracking
- ✓ Business hours and appointment calendar management
Generic Interface
Connection via SOAP and REST for integration with other systems.
Monitoring integration
System monitoring can be connected, for example with Nagios or Icinga.
External data in the ticket
Information from external systems or databases can be stored and displayed in the ticket.
External resources
References to external resources can be integrated into cases.
CI linking
CIs can be used in the ticket zoom and in the self-service portal.
Partial CI versioning
Changes to configuration items can be tracked more precisely.
API imports
Data can be imported automatically through APIs and integrated into workflows.
Process links
Forms and processes can be combined with each other.
Knowledge, customization and reporting
Make knowledge usable, customize the interface and analyze results.
In addition to ticket handling, OFORK also supports knowledge management, individual customization and reporting. This allows the system to be adapted to internal working methods, target groups and reporting needs.
Knowledge management
FAQ, knowledge base, dynamic search, surveys and publicly accessible content help make knowledge reusable.
Individual customization
Dashboard design, additional ticket fields, theme customization and high-contrast interfaces support different usage scenarios.
Reporting
Dashboard views, CSV/PDF export, statistics previews and the report generator support analysis and control of support operations.
Self-service and customers
Structured communication with customers and users.
Requests can be captured more precisely through the self-service portal. Category-based forms, ticket overviews, FAQ content and individual requests help structure incoming requests from the beginning.
- ✓ Forms by category
- ✓ Ticket overview for customers
- ✓ FAQ and knowledge base
- ✓ Individual requests and applications
Booking management
Coordinate rooms, times, participants and involved departments.
OFORK can also support booking processes, for example for rooms, appointments, involved departments and invitations to participants.
- ✓ Any number of rooms
- ✓ Clear calendar-based display
- ✓ Tickets for involved departments
- ✓ Invitations to participants, for example Office or Thunderbird
Use cases
For organizations with professional support and service requirements.
OFORK is suitable for IT departments, internal service units, customer service, managed service providers, public authorities, public institutions and companies with high requirements for data control, adaptability and traceable processes.
IT departments
For internal support cases, approvals, standardized workflows and integration-capable process control.
Customer service
For structured handling of customer requests, clear responsibilities and traceable communication.
Public authorities and organizations
For environments with special requirements for data protection, on-premise operation and internal policies.
Frequently asked questions
Questions about OFORK features and Kim-KI.
The most important points about classic OFORK features, Kim-KI and the Process Autopilot.
What is Kim-KI in OFORK?
Kim-KI is an AI extension for OFORK that supports search, analysis, reply assistance and process control inside the ticket system.
What is the Process Autopilot?
The Process Autopilot creates processes by description or imports BPMN files, so workflows can be controlled directly in the ticket.
Are Kim-KI features included in OFORK 12?
No. The Kim-KI features require an add-on module and are not automatically part of the standard OFORK version 12.
Evaluate OFORK features for your own use case.
Learn more about the technical requirements, download OFORK or request support, hosting and Kim-KI extensions for your specific use case.