Znuny

Overview

Znuny is an open-source platform for handling tickets and service operations across help desks, ITSM, and customer support. It is strongest for organizations that need adaptable workflows and can take responsibility for operating the system. The free core keeps licensing costs out of the way, while paid support is an option for teams that want contracted response times.

Key features

Requests can enter through a customer self-service portal, email, phone with CTI, REST or SOAP services, and monitoring tools. That gives service teams several ways to bring work into one operation, including automated system alerts; it also leaves channel setup and process design to the organization. Automation handles routing, classification, escalation, notifications, and ticket state management, making Znuny more than a shared inbox.

Knowledge management and self-service let customers look for answers themselves. SLA management, approval workflows, an employee portal, and asset management extend the platform across internal service operations as well as customer support. More than 2,000 configuration options, dynamic fields, a modular architecture, and access to the source code give technical teams room to adapt it. That flexibility is useful when standard processes do not fit, but it is a poor match for buyers who want a narrowly defined, ready-to-run service desk.

Security controls include roles and access rights, identity-management integration, password policies, encrypted email, SSL data transfer, two-factor authentication, and ownership controls. Znuny states that it has held SOC 2 certification since 2024, ISO/IEC 27001:2022 certification since January 2025, and complies with GDPR requirements. Integrations cover identity systems, web services, monitoring, and third-party CRM, catalogue, and database systems. Add-ons can extend this further: TicketActionLink triggers web services from tickets, while SCIM Identity Provisioning syncs users and groups from compatible identity providers.

Znuny can run on a customer's own server or be hosted by Znuny. It has no mobile apps, so teams that need dedicated mobile clients should look elsewhere. The current releases are Znuny 7.3.7 and Znuny LTS 6.5.25, both dated 2026-09-16.

Pricing

The Znuny plan costs nothing and provides the open-source software free to use. There is also a free trial, though no trial length is stated. This is the natural starting point for teams able to deploy and maintain the platform themselves; free licensing does not remove the work of operating it.

Paid support is priced separately, in net amounts that exclude VAT. Every support contract includes support for an associated test system, and agent counts are not limited. The plans differ in request allowance, response commitment, and authorized support contacts:

Each support tier covers configuration, installation, updates, troubleshooting, performance tuning, backup, and recovery under service-level agreements. Silver suits teams with a moderate support need and a longer response window; Gold raises both the request allowance and response commitment. Platinum is the option for organizations needing unlimited requests and the fastest stated reaction time. The contracts do not limit agents, but service requests and authorized contacts are capped on Silver and Gold.

Platforms

Znuny supports API, Linux, self-hosted, and web deployments. The choice to run it on your own server or use Znuny hosting gives teams deployment flexibility, but no mobile apps are available.

Who it's for

Znuny is best for service organizations with technical capacity to configure and operate a flexible ticketing system, especially those handling multiple request channels, approvals, SLAs, and integrations. Its open-source core suits teams seeking to avoid software licensing fees, while the support contracts suit organizations that need guaranteed response times and operational help. It is less suitable for buyers prioritizing a mobile app or a turnkey setup with little configuration.

Pros and cons

• Pros: The open-source core costs nothing, and self-hosting or Znuny hosting provides a deployment choice.
• Pros: Multiple intake channels and automation cover more than basic email ticketing.
• Pros: Extensive configuration, open-source code, and add-ons allow teams to tailor workflows and integrations.
• Pros: Support contracts include a test system and have no agent limit.
• Cons: The range of configuration options makes Znuny a less natural fit for teams seeking a ready-made workflow with minimal technical ownership.
• Cons: There are no mobile apps, limiting its appeal to teams that need dedicated mobile clients.
• Cons: Paid support has annual fees, request limits on Silver and Gold, and capped authorized contacts on every tier.

Alternatives

iTop is another free option, with a Community plan at no cost and support for Linux, macOS, Windows, API, web, and self-hosted environments. Choose it if those platform options matter; Znuny offers paid support tiers with stated service-request allowances and reaction times.

FreeITSM is a free alternative that supports Windows as well as Linux, API, web, and self-hosted environments, but has no free trial. It may suit teams seeking another free option, while Znuny adds a trial and paid support contracts.

ZServiceDesk is a paid alternative with perpetual and subscription pricing based on technicians, assets, and modules.

GLPI offers a free plan, a free trial, and a Public Cloud plan at €19 a month per IT agent from one billed agent. Choose it if per-agent cloud pricing and its listed Android, iOS, macOS, Windows, Linux, API, web, and self-hosted platforms suit your needs.

Vivantio is a paid alternative with a published range of $49–$99 per agent per month, billed annually, and free end users. It may be a better fit for buyers who prefer per-agent subscription pricing over Znuny's free core and separately priced support.

Alemba Service Manager uses flexible pricing, with analyst and occasional-user interfaces and a self-service portal that is license-free for end users.

Infronest Problem Management is a paid option with a free trial and a Starter plan at ₹29,999 a month for 10 IT agents, unlimited employees, up to 100 assets, and up to 10 servers. Consider it if those stated caps align with your team and asset count.

Matrix42 FastViewer is a paid alternative priced at €540 a year per concurrent session, plus 19% VAT.

For category comparisons, browse IT Problem Management Software, IT Knowledge Base Software, IT Help Desk Software, and IT Incident Management Software.

Verdict

Choose Znuny if you need a configurable, open-source service platform, have the technical ownership to run it, and value broad intake channels and automation without per-agent licensing. Paid support adds defined response commitments without limiting agents. Look elsewhere if dedicated mobile apps or a low-configuration, turnkey service desk is a priority.