As the software has many definitions to be better understood, here is a list of the most widely used terms in Znuny.


Entities used by OTRS/Znuny to assign permissions to modules and queues.


A customer is an entity for bundling resources to many customer users.

Customer User

Requester assigned to a ticket. The person receiving support. The owner of an asset. A member of a customer entity.

Agent interface

This interface allows agents to communicate with customers.

Customer interface

This interface allows customers to submit and reply to requests and start processes.