Many new users have yet to fully explore Znuny's vast capabilities, missing out on features that can transform their service desk into a powerhouse of efficiency and customer satisfaction. With the right configurations, Znuny can streamline communication, improve ticket management, and offer a highly customized user experience. To unlock the full potential of Znuny and take your service desk operations to the next level, here are some essential features you should review and activate today.
Many new users have yet to fully explore Znuny's vast capabilities, missing out on features that can transform their service desk into a powerhouse of efficiency and customer satisfaction. With the right configurations, Znuny can streamline communication, improve ticket management, and offer a highly customized user experience. To unlock the full potential of Znuny and take your service desk operations to the next level, here are some essential features you should review and activate today.
Communicating
Znuny offers exceptional tools for customizing communication, ensuring clarity and professionalism in every interaction.
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Modify Subject Format (
Ticket::SubjectFormat)
Tweak the ticket number's position in the subject line—left (default), right, or hidden. Even if hidden, Znuny will still correctly route replies to the original ticket. This feature is especially useful for smaller organizations wanting to maintain a personal touch without revealing the ticketing system to customers. -
Default Templates for Queues (
StandardTemplate2QueueByCreating)
Administrators can simplify queue creation by automatically assigning a standard set of templates, saving time and ensuring consistency.
Managing Tickets
Efficient ticket handling is crucial for any service desk, and Znuny provides powerful options to streamline this process.
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Merge Dynamic Fields (
Ticket::MergeDynamicFields)
Automatically merge dynamic fields from source tickets into target tickets, provided the target fields are empty. Perfect for consolidating information when tickets are combined. -
Enable Watchers (
Ticket::Watcher)
Allow users to "watch" specific tickets for updates. This feature is particularly useful for team collaboration, ensuring everyone stays informed on important topics.
Front-End Customization
Personalize your agents' experience with these customizable options.
- Reassign Labels (
Ticket::CustomQueueandTicket::CustomService)
Rename queue and service filters to suit your organization's terminology. These changes apply system-wide, making the interface more intuitive for your team.
Ticket Ownership
Sharing responsibility for tickets has never been easier.
- Shared Ownership (
Ticket::ResponsibleandTicket::ResponsibleAutoSet)
Enable dual ownership to improve responsiveness and ensure accountability. This is especially beneficial in training environments or when implementing the four-eye principle to reduce errors and escalations.
Ticket Classification
Adding context to tickets empowers agents to make better decisions and improves reporting.
- Advanced Classification (
Ticket::TypeandTicket::Service)
Classify tickets by type, service, and SLA to enhance reporting and decision-making. These fields add functional depth, helping agents quickly identify their responsibilities.
Administration
Keep your system clean and efficient with these administrative features.
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Archive Old Tickets (
Ticket::ArchiveSystem)
Configure a generic agent to archive tickets regularly. Archived tickets remain accessible but are excluded from stats and default searches, decluttering your system. -
Custom From Addresses (
Ticket::DefineEmailFrom)
Add a personal touch by including the agent's name in outgoing emails. This makes communication more personable and professional.
Search
Empower your team with more robust search capabilities.
- Include Unknown Customers (
Ticket::IncludeUnknownTicketCustomers)
Extend your search functionality to include unknown customers in the Customer Information Center, making it easier to track down information.
Bonus Features
Want to go even further? Here are some advanced tweaks for supercharging Znuny:
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Show Real Names and Email Addresses in Articles
- Activate for "From":
Ticket::Frontend::DefaultSenderDisplayType - Activate for "To":
Ticket::Frontend::DefaultRecipientDisplayType
Display both the sender's real name and email address in the article header for better transparency and context.
- Activate for "From":
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Always Expand Article Headers (
Ticket::Frontend::ArticleHeadVisibleDefault)
By default, article headers are minimized to save space. Activating this setting ensures headers are always expanded, providing immediate visibility into "to" and "from" details.
Why Configure These Features?
Activating and fine-tuning these features doesn't just enhance your system's functionality—it transforms how your team operates. Whether you're focused on efficiency, collaboration, or delivering top-notch customer service, Znuny's configurable options put the power in your hands.
Take the time to explore these settings and unlock the full potential of Znuny for your organization today!