A plain-language guide to the Ticket::Frontend::MenuModule settings that control the action buttons agents see inside a ticket — no Perl required.

The wizard

Znuny-LLM ships with a guided setup wizard that walks you through the entire configuration from start to finish. It writes the provider credentials, web service configuration, and feature flags for you. When the wizard is done, LLM features are live. You never have to open System Configuration to get started, though you can always go back and tune things there later.

The wizard appears automatically in the admin interface after the package is installed. If you are not ready to configure it yet, there is a "Skip for now" option that lets you return later.

Closed tickets that suddenly reopen. State changes with no incoming message. Follow-up notifications are firing for no apparent reason. If you've seen this in Znuny and couldn't find the cause, the culprit might not be a misconfiguration or a PostMaster Filter rule — it could be an emoji.

Today, we are announcing Znuny-LLM, a free, open-source add-on that brings large language model assistance directly into the Znuny agent and admin interface — running entirely on infrastructure you control. Znuny 7.3 or newer is required.

Znuny-LLM connects to a self-hosted LLM stack of your choice. Out of the box, it talks to Ollama, but it also works with any OpenAI-compatible endpoint, including Azure OpenAI for customers who prefer a managed service inside their existing Microsoft tenant. Either way, you decide where ticket data goes. There is no shared SaaS layer, no third-party gateway, and no telemetry leaving your environment.

From Ticket Chaos to Process Clarity: How Znuny Turns Insurance Follow-Ups into a Governed Workflow

One of the most valuable uses of workflow automation is not just speed, but clarity.

In a recent Znuny process design for motor insurance follow-ups, the focus was on improving how external insurer questions are managed within an active customer case. Instead of handling these clarifications manually across disconnected updates, the process structures them as linked follow-up tickets tied directly to the original case.

That creates a much cleaner operating model. The main case remains the central business record, while insurer-specific follow-ups are managed in their own controlled workflow. As responses come in, updates are automatically reflected back into the parent case, giving teams better visibility without adding administrative effort.

Znuny 7.3 is available today. This release focuses on two themes that matter most to IT teams running production service desks: security and daily efficiency. Here’s what’s new.

Keeping an eye on what's happening inside your help desk shouldn't require guesswork. Znuny-PrometheusExporter makes real-time monitoring easy by exposing vital Znuny metrics in Prometheus format, enabling seamless, actionable insights in your existing monitoring stack—at no cost.

The package can be installed directly through the Znuny Package Manager from the Open Source repository, and the source code is available at GitHub.

Hidden Jewels in Znuny's Frontend: The Art of Ellipses and Configuration

In the world of ticketing systems, clarity and brevity are everything. Znuny quietly excels at this—especially in how it handles long strings in the frontend. Ever noticed how customer info, dynamic fields, or agent lists get gracefully truncated with ellipses (...)?

Single Sign-On has long been a requirement for enterprise deployments of Znuny. Until now, making it work meant configuring an external Apache module — typically mod_auth_mellon or mod_auth_kerb — correctly wiring it to your Identity Provider, and then connecting the result to Znuny's auth pipeline. It worked, but the setup was sometimes fragile, hard to document, and entirely outside Znuny itself.