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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

Product Knowledge Base Integration for Znuny

Connecting the ticketing system directly to the product knowledge base, giving agents instant access to product information without leaving the ticket.

Client Need
When agents received a ticket, they had to manually leave the ticketing interface to search for product information in a separate knowledge base system.
Context switching between Znuny and the knowledge base slowed down ticket resolution times and disrupted the agent workflow.
Agents risked missing relevant product information — specifications, manuals, known issues, and solutions — due to incomplete manual searches.
Solutions
custom button in ticket view

Custom Button in Ticket View

A new button added to the ticket interface that automatically reads the product identifier from the ticket and retrieves all relevant knowledge base data
structured product information popup

Structured Product Information Popup

Product details, specifications, search terms, manuals with direct links, and known issues with solutions — all displayed in a structured popup within the ticket
API integration with knowledge base

Seamless API Integration

Configurable API endpoint connecting Znuny to the knowledge base, with logging system, error handling, and integrated language selection
Key Benefits
Faster ticket resolution
Reduced error rate
Seamless integration
Easy maintainability

Google Address Validation Integration

Integrating Google Address Validation API into the existing shipping plugin, enabling real-time address verification and one-click corrections before label creation.

Client Need
Incorrect or incomplete customer addresses caused failed deliveries, return shipments, and additional costs for re-sending parcels.
Agents had no way to verify address accuracy before generating DPD return labels or placing replacement orders.
Manual address checking across multiple countries and languages was time-consuming and error-prone.
Solutions
real-time address validation

Real-Time Address Validation

Automatic verification of customer addresses via Google Address Validation API before label creation, with colour-coded results indicating address quality
one-click address correction

One-Click Address Correction

Interactive correction interface allowing agents to review, compare, and apply Google's suggested address improvements directly within the ticket form
multi-country support

Multi-Country European Support

Built-in country code conversion for 28 European countries, handling both order and return slip workflows seamlessly
Key Benefits
Fewer failed deliveries
Reduced re-shipping costs
Faster agent workflow