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Home / Custom Software / Case Study: Znuny Plugin

Znuny Customisation - Znuny Plugin

Extending the Znuny Software with Znuny Add-ons

Automating Ticket Agent Workflow

Extending the Znuny software with plugin to eliminate time consuming manual workflows and the duplication of work.

Client Need

If a customer requested a return label, the Ticket Agent has to go to DPD / DHL etc, create the label, then enter the details in Znuny, followed by further manual processing.

Customers request spare parts, replacements, which are not in stock, and need to be ordered from the manufacturer. This work is duplictated in Znuny for records, and performed in an ERP system
Credit returns work duplication between three different systems.
Solutions
dashboard_customize

Custom buttons added to the Agent Ticket Interface

Role based access and restrictions

Simple settings via the configuration menu
automatic updating tickets

Automatic interface with DPD (and other) APIs

Automatic updating of tickets, status
Automated customer emails
automatic_inventory in
Automatic retrieval of item stocks from an ERP system, displayed to the agent
Behind the scenes updating of ERP system and ticket status with order details
Key Benefits
Significant ticket agent time savings.
Elimination of manual errors