Administrator Training

Ready to take control of your Znuny system? In this training, new administrators learn the essential skills to configure, maintain, and manage Znuny effectively.
Objective
Basic training for Znuny administrator.
Scope
2–3 days
Locality
Remote or on-site
Price
starting at $3190
starting at 3190 €
starting at 3400Fr

In the Administrator Training – Basic training for Znuny administrators, participants gain a solid foundation in the technical and operational aspects of managing a Znuny system.

We cover core topics such as system configuration, user and permission management, queue structures, states, notifications, and essential administrative tools.
Attendees also learn best practices to keep the system clean, stable, and aligned with organizational needs.

After the training, administrators will be able to confidently manage day-to-day system operations and support future enhancements

Training Agenda

Day 1 — System Foundations

09:00 – 09:30

Welcome & Training Overview

Objectives, system architecture overview, and admin role responsibilities.

09:30 – 10:30

System Configuration Basics

Navigating the admin interface, System Configuration overview, understanding configuration groups and settings.

Coffee Break
10:45 – 12:00

Users, Groups & Permissions

Creating agents and customers, group structures, role-based permission models, and access control best practices.

Lunch Break
13:00 – 14:30

Queues, States & Types

Designing queue hierarchies, configuring ticket states and types, mapping your organizational structure to Znuny.

14:30 – 15:30

Email Configuration

Inbound and outbound mail accounts, PGP/S/MIME setup, email filters, and postmaster rules.

Coffee Break
15:45 – 16:30

Hands-On Lab: Initial Setup

Guided exercise: configure a working queue structure with agents, groups, and mail routing.

Day 2 — Operations & Automation

09:00 – 10:00

Notifications & Escalations

Configuring ticket notifications, SLA definitions, escalation rules, and response/update time management.

10:00 – 11:00

Templates, Signatures & Salutations

Standard responses, auto-replies, queue-based signatures, and maintaining corporate communication standards.

Coffee Break
11:15 – 12:15

GenericAgent & Automation

Time-based and event-based automation. Bulk operations, automatic state changes, and ticket cleanup strategies.

Lunch Break
13:15 – 14:15

Dynamic Fields

Creating and managing dynamic fields for tickets, articles, and customers. Dropdown, text, date, and multiselect types.

14:15 – 15:15

Statistics & Reporting

Built-in statistics module, creating custom reports, scheduling automated report delivery.

Coffee Break
15:30 – 16:30

Hands-On Lab & Wrap-Up

Build a complete automation workflow. Review, open Q&A, and certification next steps.

Day 3 (optional) — Deep Dive & Custom Scenarios

09:00 – 12:00

Customer Portal & External Interface

Configuring the self-service portal, customer-facing forms, FAQ module, and branding customization.

Lunch Break
13:00 – 15:00

Participant Scenarios

Work on real-world configurations from your own organization. Hands-on guidance from the trainer.

15:00 – 16:00

Maintenance & Best Practices

Backup strategies, system updates, log monitoring, and keeping your Znuny healthy long-term.

Need more information?

Contact us