Znuny (ticket system)

Znuny is used as a central ticket system to process inquiries efficiently. The system is used for the structured recording, tracking and answering of support requests.

The ticket system is suitable for employees or entire departments who work together on a topic and require structured filing and tracking.

The ticket system is aimed at teams or departments with at least 5 to 10 people who actively process incoming requests.

New areas will only be added after an individual review of requirements and needs. If you are interested, please contact us using the contact details below.

The IT Service Center is responsible for the operation, maintenance and further development of the ticket system.

Znuny is a web-based helpdesk system that manages requests in a structured manner in the form of tickets. Each request is assigned to a ticket that is processed by the responsible employee. This means that requests can be documented in a traceable manner and processing statuses can be viewed at any time.

Group mailboxes, for example, can be used as an alternative. However, these offer less transparency about processing statuses and no automated tracking of requests.

• Ticket creation: Requests can be submitted online via a form or directly by e-mail to the corresponding e-mail address. Tickets can also be created independently on behalf of users or emails can be sent to users.
• View processing status: People with the appropriate authorization can access their open and closed tickets at any time.
• Communication in the ticket: queries and responses are documented directly in the ticket so that all information is collected centrally.
• Categorization: Tickets are automatically or manually assigned to specific subject areas so that they can be processed by the responsible teams.

• A student reports problems when logging into a learning platform and receives feedback with suggested solutions via the ticket.
• A member of staff requests support in the event of a service malfunction. The ticket is handed over to the person responsible and processed.

A current web browser and a valid UniAccount with account name and password are required for use.

Access to the ticket system is via the browser (https://tts.uni-kassel.de) and is only possible from the university network. Registration is only possible for people with a UniAccount who have been added to a suitable group in advance by the administrator of your department.

The further instructions are currently being worked on.
As soon as they are completed, they will be linked here.

No training courses are currently offered.

The University of Kassel operates the ticket system on internal university servers. Access is encrypted (TLS/SSL) to ensure the confidentiality of communication. Personal data is processed in accordance with the General Data Protection Regulation (GDPR) and the university's internal data protection guidelines.

Use of the service is reserved exclusively for members of the university and is tied to membership of the University of Kassel. The university's IT usage guidelines apply.