Znuny

Allows agents and customers to change their Active Directory passwords directly from the ticket system while maintaining existing security and complexity settings.

Tools to manage, preview, and reuse ticket attachments. Includes bulk or individual downloads, image previews, and one-click attachment of previous files.

Advanced SLA Rules

Featured

by Mustermann IT Solutions

Adds advanced SLA escalation and business hour rules.

Extends Znuny with two dynamic field types (Database Dropdown and Database Multiselect) that allow agents to query and attach values from any SQL-accessible database directly within tickets using real-time autocomplete.

Enables external systems to interact with Znuny via a single ticket operation using an external reference number. Automatically creates a new ticket if no match is found or updates an existing ticket if the reference matches.

Knowledge base and FAQ module for OTOBO allowing agents and customers to create, manage, and search frequently asked questions.

Gives service teams precise control over how long a closed ticket remains eligible for reopening through customer replies. When the configured time window expires, customer replies are either auto-rejected or used to create a new ticket.

A monitoring add-on that enables programmatic health and state checks of your Znuny instance via web services. Provides insights into system status for proactive monitoring and automation.

Allows users to create professional PDFs directly from Znuny tickets using flexible templates. Agents can generate documents on demand from the ticket view, or they can be created automatically during ticket transitions.

Create and send customer satisfaction surveys linked to tickets. Collect feedback and analyze service quality metrics.

Receives and processes system monitoring events from Nagios, Icinga, or other monitoring tools to automatically create and update tickets.

Enables approval workflows in the system. Allows for the creation of approval requests from notifications and captures decisions from agents, customers, or public users without requiring ticket access.

Extends Znuny by adding custom entries to the Ticket Action and Article Action menus in the ticket detail view. Allows users to trigger defined web services directly within the context of a ticket and apply the response back to the ticket.

Track and account for time spent on tickets and projects. Generate time reports for billing and resource management.

Extends the automatic acknowledgement system to send responses to all recipients (including those in CC) of an incoming email, rather than just the original sender. Respects all standard Znuny safeguards.