Znuny
Znuny is a free and open-source, web-based ticketing and issue-tracking system used for customer service, help desk, and IT service management (ITSM). It is written in Perl and distributed under the GNU General Public License version 3 (GPLv3). Znuny is a fork of the ((OTRS)) Community Edition, maintained by Znuny GmbH, a German company founded by former OTRS service partners and contributors.
History
The OTRS project was created in 2001 by Martin Edenhofer as an open-source ticket-request system. OTRS AG later offered both a free Community Edition and paid enterprise editions. In 2019, ahead of OTRS AG's planned discontinuation of free updates to the Community Edition, a group of former OTRS contributors and service partners founded Znuny GmbH and forked the OTRS Community Edition codebase (based on version 6.0.x) to continue it as actively maintained free software.[1] OTRS AG formally ended support for the Community Edition in December 2020, a decision that led to several community forks, including Znuny and OTOBO.[2] In March 2021, a group of German OTRS service providers organized as the OTTER Alliance adopted Znuny as the shared basis for their support offerings, committing to provide security patches and a public roadmap for new features.[3]
In April 2021, the Wikimedia Foundation migrated its internal correspondence-handling ticket system from ((OTRS)) Community Edition to Znuny.[4]
Version 7 of Znuny, released in 2023, introduced a redesigned agent and customer interface and a pluggable search API supporting Elasticsearch.[5]
Features and technology
Znuny provides functionality typical of enterprise ticketing systems, including multi-channel ticket queues (email, web, phone), service-level agreement (SLA) tracking, role- and permission-based access control, customizable dynamic fields, process automation, and a customer self-service portal. It retains close architectural and interface similarity to its OTRS Community Edition origin. An independent comparison of helpdesk ticketing software noted that Znuny, being based on OTRS 6.0, inherited that version's somewhat cluttered user interface, while still offering functionality suited to larger support departments at no license cost.[6]
Licensing and business model
Znuny is released under the GPLv3 without feature restrictions between its free and commercial offerings. Znuny GmbH generates revenue by selling optional support contracts, hosting, training, and consulting services around the open-source software.[7]
See also
- OTRS
- OTOBO
- Help desk software
- Issue tracking system
References
- ↑ "Why we forked". Znuny. Retrieved 2026-08-24.
- ↑ "((OTRS)) Community Edition vs. Forks vs. OTRS". OTRS.com. Retrieved 2026-08-24.
- ↑ "Znuny: Neues Leben für die OTRS Community Edition". heise online. 2021-03-11. Retrieved 2026-08-25.
- ↑ "Volunteer Response Team". Meta-Wiki. Retrieved 2026-08-24.
- ↑ "Ticketsystem: Znuny 7 als Open-Source-Alternative zu OTRS". heise online. Retrieved 2026-08-24.
- ↑ Schürmann, Tim (2021-07-27). "Helpdesk-Software: Ticketsysteme für Kundendienst und IT-Support im Vergleich". heise Download. Retrieved 2026-08-25.
- ↑ "About Znuny". Znuny documentation. Retrieved 2026-08-24.
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