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Znuny

znuny.com

From $374.92/mo Free plan Open source WebLinuxAPISelf-hosted
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Spec score 8.5 #14 of 39 in IT Problem Management Software

What it is

Znuny is an open-source ticket and service management platform for help desks, IT service management, customer support, and other service operations. It runs on a customer's own server or can be hosted by Znuny, with Linux, web, and API access. Requests can arrive through a self-service portal, email, phone with CTI, REST or SOAP web services, and monitoring tools. Its automation toolkit can route and classify tickets, manage states, send notifications, and handle escalations. Knowledge management and self-service tools help customers find answers themselves. Teams can adapt the platform using more than 2,000 configuration options, dynamic fields, modular architecture, and source code access. Security controls include roles and access rights, identity integration, password policies, encrypted email, SSL data transfer, two-factor authentication, and ownership controls. Znuny lists SOC 2 certification since 2024, ISO/IEC 27001:2022 certification since January 2025, and GDPR compliance. The software is free; paid support plans have annual prices and specify request allowances and response times. Listed releases include Znuny 7.3.7 and Znuny LTS 6.5.25, dated 2026-09-16.

Spec sheet

What it does
Znuny is a web-based ticketing and IT service-management platform for customer service, help desks and enterprise service management.Read 14 Oct 2026 · znuny.com
Purpose
Znuny is an open-source ticket management and service management platform for help desk, ITSM, customer support, and other service operations.Read 7 Oct 2026 · znuny.com
Deployment
The software can run on an organization’s own server or on a cloud provider, with optional Znuny hosting.Read 14 Oct 2026 · znuny.com
Integrations
The product page cites CRM systems, catalogues and databases as third-party systems that can be integrated.Read 14 Oct 2026 · znuny.com
Compliance
Znuny states that it has had SOC 2 certification since 2024, ISO/IEC 27001:2022 certification since January 2025, and complies with GDPR requirements.Read 7 Oct 2026 · znuny.com
Support
Paid support covers configuration, installation, updates, troubleshooting, performance tuning, backup, and recovery, with service-level agreements and guaranteed response times.Read 7 Oct 2026 · znuny.com
Headquarters
Berlin, GermanyRead 28 Sep 2026 · znuny.com
Add-ons
Add-ons cover management, productivity, security, process management, analytics, service desk and communication categories.Read 14 Oct 2026 · znuny.com
API and web services
The documentation describes a generic interface supporting REST and SOAP transports, authentication methods, invokers and notification transports.Read 14 Oct 2026 · doc.znuny.org
Automation
Built-in automation handles routing, classification, escalation, notifications and state changes, including multi-step processes.Read 14 Oct 2026 · znuny.com
Communication
Supported channels include a customer self-service portal, email, phone with CTI, REST and SOAP web services, and system monitoring tools.Read 7 Oct 2026 · znuny.com
Company founding and origin
LinkedIn says Martin Edenhofer founded Znuny in 2012 and that the project was forked from OTRS Community Edition in December 2020.Read 14 Oct 2026 · linkedin.com
Company legal identity
LinkedIn identifies the maker as Znuny Group and describes it as a privately held IT services and consulting company.Read 14 Oct 2026 · linkedin.com
Company size and headquarters
LinkedIn lists 11–50 employees and headquarters in Berlin, Germany.Read 14 Oct 2026 · linkedin.com
Current releases
The site lists Znuny 7.3.7 and Znuny LTS 6.5.25, both dated 2026-09-16.Read 7 Oct 2026 · znuny.com
Customer context
Agents can see a customer’s identity, company, entitled services and support history while processing a ticket.Read 14 Oct 2026 · znuny.com
Customization
The feature page describes more than 2,000 configuration options, dynamic fields, modular architecture and access to source code.Read 14 Oct 2026 · znuny.com
Developer extensibility
The repository exposes source, contribution guidance, security policy, installation and update files, while the documentation covers system architecture and configuration.Read 14 Oct 2026 · github.com
Download security
Downloads provide SHA-256 checksums and detached PGP signatures; RPM packages released from 2026-04-29 are signed.Read 14 Oct 2026 · download.znuny.org
Example connectors
Documented ready-to-use web-service examples include GenericTicketConnectorREST, Mattermost and Microsoft Teams.Read 14 Oct 2026 · doc.znuny.org
Free trial
Znuny offers a free trial system created on request, with login details sent by email; the page does not specify a trial duration.Read 7 Oct 2026 · znuny.com
Independent feature listing
SourceForge lists Znuny as supporting Windows, Mac, Linux, cloud, on-premises, iPhone, iPad, Android and Chromebook environments and offering an API.Read 14 Oct 2026 · sourceforge.net
Installation requirements
The installation guide requires a web server, supported database, Perl modules and Apache; it documents Debian- and RHEL-based setups.Read 14 Oct 2026 · doc.znuny.org
Knowledge and self-service
The product includes FAQ or knowledge-management functions and a customer self-service interface.Read 14 Oct 2026 · znuny.com
Licence
The public repository states that Znuny is distributed under the GNU General Public License version 3.Read 14 Oct 2026 · github.com
Limit: performance and collaboration
A Gartner reviewer reported slow graph-board updates and missing ticket-discussion tagging for internal communication.Read 14 Oct 2026 · gartner.com
Limit: ticket-window workflow
A Gartner reviewer complained that the ticket window cannot be closed while the reply window is open.Read 14 Oct 2026 · gartner.com
Notable news: latest AI tutorial
A July 8, 2026 update covered installing Znuny-LLM and producing a first ticket summary.Read 14 Oct 2026 · znuny.com
Notable news: self-hosted AI
A June 19, 2026 update introduced a self-hosted AI service-desk add-on called Znuny-LLM.Read 14 Oct 2026 · znuny.com
Notable news: Znuny 7.3
A March 25, 2026 product update announced built-in SAML authentication, outbound email profiles and a user-interface refresh for Znuny 7.3.Read 14 Oct 2026 · znuny.com
Praise: extensibility and API
The same Gartner review praised available add-ons and API-based integrations with CTI, Jira and web forms.Read 14 Oct 2026 · gartner.com
Praise: usability and cost
A Gartner reviewer described Znuny as easy to use, intuitive and inexpensive to maintain.Read 14 Oct 2026 · gartner.com
Rating on Gartner Peer Insights
4.3 out of 5 from 0 reviews shown on the opened page; the page also displays favorable and critical review summaries.Read 14 Oct 2026 · gartner.com
Rating on SourceForge
0.0 out of 5 from 0 reviews; SourceForge marks Znuny as not yet reviewed.Read 14 Oct 2026 · sourceforge.net
Release status
The product page lists Znuny 7.3.7 and Znuny LTS 6.5.25, both dated 2026-09-16 and described as containing security fixes, improvements and bug fixes.Read 14 Oct 2026 · znuny.com
Reporting
Reporting includes real-time KPI dashboards, ticket-level detail and export to selectable formats.Read 14 Oct 2026 · znuny.com
Repository activity
The public GitHub repository showed 603 stars, 123 forks and 33,214 commits when opened.Read 14 Oct 2026 · github.com
Scale claim
Znuny states that organizations process tens of thousands of tickets per week on the platform.Read 14 Oct 2026 · znuny.com
Security certifications
Znuny says it has held SOC 2 certification since 2024 and ISO/IEC 27001:2022 certification since January 2025, and follows GDPR requirements.Read 14 Oct 2026 · znuny.com
Security controls
Security features include roles and access rights, identity management integration, password policies, encrypted email, SSL data transfer, two-factor authentication, and ownership controls.Read 7 Oct 2026 · znuny.com
SLA management
Znuny tracks service-level deadlines, alerts staff as limits approach and highlights overdue tickets.Read 14 Oct 2026 · znuny.com
Support pricing limits
Support prices are net and exclude VAT; each support contract includes support for an associated test system, and agent counts are not limited.Read 7 Oct 2026 · znuny.com
System requirements
The current repository lists Linux, Perl 5.16 or newer, Apache 2 with mod_perl2, and MySQL 8, MariaDB 10.3, PostgreSQL 12 or Oracle 19c databases.Read 14 Oct 2026 · github.com
Ticket intake
Tickets can originate from email, phone, customer portals, APIs and monitoring alerts, with interactions combined into one history.Read 14 Oct 2026 · znuny.com

Plans and prices

Free open-source Znuny Free self-hosted or own cloud · no licence fee Read 14 Oct 2026 · znuny.com
Znuny Free Open-source software · free to use Read 7 Oct 2026 · znuny.com
Silver Hosting $799 a month Paid annually 250GB storage · 35 service requests · 2 support contacts · dedicated hardware · daily backup · monitoring Read 14 Oct 2026 · znuny.com
Gold Hosting $1,419 a month Paid annually 500GB storage · 65 service requests · 3 support contacts · dedicated hardware · daily backup · monitoring Read 14 Oct 2026 · znuny.com
Platinum Hosting $3,169 a month Paid annually 750GB storage · unlimited service requests · 5 support contacts · 24x7x365 service window · read-only database access Read 14 Oct 2026 · znuny.com
Silver support $4,499 a year $4,499/year 35 service requests · 4h max reaction time · 2 authorized support contacts · associated test system included · no agent limit Read 7 Oct 2026 · znuny.com
Silver Support $4,499 a year Annual contract 35 service requests · 4h maximum reaction time · 2 support contacts · email and phone support · security advisories and patches Read 14 Oct 2026 · znuny.com
Gold support $9,999 a year $9,999/year 65 service requests · 2h max reaction time · 3 authorized support contacts · associated test system included · no agent limit Read 7 Oct 2026 · znuny.com
Gold Support $9,999 a year Annual contract 65 service requests · 2h maximum reaction time · 3 support contacts · remote patch updates · email and phone support Read 14 Oct 2026 · znuny.com
Platinum support $28,999 a year $28,999/year Unlimited service requests · 0.5h max reaction time · 5 authorized support contacts · associated test system included · no agent limit Read 7 Oct 2026 · znuny.com
Platinum Support $28,999 a year Annual contract unlimited service requests · 0.5h maximum reaction time · 5 support contacts · 24x7x365 coverage · remote patch and minor-release updates Read 14 Oct 2026 · znuny.com

Every Znuny plan and price →

Strong points and limits

Strong points

  • Free open-source software.
  • Can run on a customer server or be hosted.
  • Supports multiple request channels.
  • Offers more than 2,000 configuration options.
  • Includes knowledge management and self-service.

Limits

  • No mobile apps are listed.
  • Support is paid, with prices excluding VAT.
  • Listed releases are dated 2026-09-16.

Who it suits

It suits service teams seeking configurable ticket management with self-hosted or hosted deployment. Organizations wanting support can choose among paid plans with stated annual costs and response times.

Verdict

Znuny combines ticket handling, automation, self-service, and extensive configuration options. The software is free, while support is separately priced by annual plan.

Where Specifiction places it

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