Integration of GLPI + Asterisk + Zabbix

Project Description:

Automation of requests and customer inquiries processing for a client with high service requirements. Implementation of a comprehensive system integrating IT service management (GLPI), telephony (Asterisk), and monitoring (Zabbix) for complete automation of customer service processes.

Implemented Tasks:

• GLPI Deployment: On-premise installation and configuration of GLPI on client's servers
• Asterisk Integration: Automatic ticket creation from incoming calls with customer number
• Intelligent Duplication: If a call already existed — a followup is added instead of a new ticket
• Outbound Calls from GLPI: Chrome extension allowing employees to make outgoing calls directly from GLPI with automatic ticket creation during calls
• Zabbix Integration: Automatic incident creation in GLPI when service problems occur (VPN, disk space, ping)
• Telegram Integration: Notifications about critical events
• Workflow Automation: Assignment of executors to departments — tickets automatically routed to appropriate specialists
• Communication History: Storage of call and ticket data in a unified system
• Access Control System: Data access only for responsible personnel/departments
• Backup and Monitoring: Regular backups and system functionality monitoring

Technologies Used:

• GLPI (IT Service Management)
• Asterisk (PBX Telephony)
• Zabbix (Monitoring System)
• Telegram API (Notifications)
• Custom Chrome Extension
• PHP, JavaScript, REST API

Key System Capabilities:

• Call Center Automation: Complete integration of telephony with ticket system
• Smart Analytics: Detailed statistics on calls, response times, and resolutions
• Unified Interface: Managers and IT staff work in a single system
• Real-time Monitoring: Instant incident creation from monitoring alerts
• Workflow Optimization: Automated routing and assignment of requests

Project Results:

• 40% reduction in response time to customer inquiries
• 70% decrease in duplicate tickets
• Clear analytics: who called, when, and what was the response
• Managers and IT work in a unified system — eliminating chaos
• Complete automation of customer service processes
• Increased employee productivity through reduced manual work
• Improved customer satisfaction through faster response times

This integration created a powerful automation ecosystem that significantly improved customer service quality and internal operational efficiency for the client. The system provides comprehensive automation from call reception to problem resolution with full monitoring and analytics capabilities.