Add custom Links top menu

In the fast-paced world of customer support, efficiency is key. That’s why Znuny and OTRS are robust open-source help desk system. We now offer a Custom Top Level Menu Extension designed to streamline agent workflows. This extension allows administrators to easily add custom menu links within the Znuny or OTRS interface to allow agents to quick access important links inside the service desk.
The benefit to admins is, that you do not require developer experiences and you also do not require to customize your installation. A simple install of this new package and you are able to extend your new menu entries.

What Does the Custom Top Level Menu Extension Offer?

The Custom Menu Extension is a powerful tool that simplifies the process of integrating personalized features into the Znuny system. It provides a user-friendly interface for administrators to create new menu items that can link to:

• specific queues (a common lack of Znuny and OTRS to have this right out of the box)
• specific FAQ
• specific tickets (e.g. if you have template tickets for your youngsters)
• specific actions
• specific views
• or even external resources, e.g. to your Issue tracker, CRM, ERP or any other business related system

Key Features:

• Easy Menu Customization
  Add new menu options directly from the admin panel. No need to delve into the system files or handle code.
• Enhanced Flexibility
  Administrators can define specific roles for different users, ensuring that the right teams see the right menus and tools.
• Improved Agent Efficiency
  By centralizing frequently used actions into a single menu, agents save time and focus more on resolving tickets, not navigating through menus.

Why Use a Custom Menu Extension?

The extension is perfect for teams who frequently need to have access to the same resources and thus would like to centralize these knowledge. Also it is intended for those who would like to have such functionality but lack the resources to manage complex system configurations and do not have access to developers. It provides a middle-ground solution: robust customization without the risk of breaking the system during updates, which can occur when altering core files manually​.

By adding this flexibility to the Znuny interface, you ensure:

• Tailored Workflows
  Build custom paths for ticket handling that match your team’s unique needs.
• Reduced Learning Curve
  With actions grouped in intuitive menus, your new support agents can operate more efficiently, cutting down training time.
• Boost User Experience
  A more streamlined interface means happier agents and faster ticket resolution times, contributing to better customer satisfaction – a key factor in customer service management.
• Increased Customization
  The extension allows teams to prioritize activities that align with specific business goals, such as prioritizing high-value customer inquiries.

Conclusion

The Znuny and OTRS Custom Top Level Menu Extension is a must-have for organizations looking to maximize their use of Znuny without diving into extensive manual customization and development. With this extension, you can enhance productivity, streamline agent workflows, and create a support system that adapts to your team’s evolving needs.

Get started today and transform your Znuny environment into a fully customizable, highly efficient support powerhouse!