Add custom searches, links & bookmarks to top menu

Summary: The Znuny & OTRS Custom Top-Level Menu Extension lets administrators add top-menu entries for links, saved searches, and bookmarks—without coding. It reduces clicks, speeds up agent workflows, and centralizes frequently used actions in one place.

Why This Extension Matters

Znuny and OTRS are robust, open-source help desk systems. Small usability boosts can make a big difference to agent workflows. The Custom Top-Level Menu Extension lets administrators add quick-access menu items directly in the interface—no development skills required.

• Specific queues
  for one-click access
• Saved searches
  (e.g., “new tickets across sales queues”, “escalated tickets”)
• Template tickets
  for recurring requests or onboarding
• Documentation & processes
  (FAQs, runbooks, policies)
• External systems
  such as your CRM, ERP, or issue tracker

In the fast-paced world of customer support, efficiency is key. That’s why Znuny and OTRS are robust open-source help desk systems. 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 so agents have quick access to important links inside the service desk.
The benefit to admins is that you do not require developer experience and you also do not need to customize your installation. A simple install of this new package and you are able to extend your 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 and sometimes complex ticket/article searches
• specific queues (a common lack of Znuny and OTRS right out of the box)
• specific FAQ
• specific tickets (e.g., if you have template tickets for your youngsters)
• specific actions
• specific views
• specific process documentation
• regularly needed external systems, e.g., 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 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 access to the same resources and thus would like to centralize this knowledge. It is also intended for those who would like 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, new support agents can operate more efficiently, cutting down training time.
• Boosted User Experience
  A more streamlined interface means happier agents and faster ticket resolution times, contributing to better customer satisfaction.
• Increased Customization
  Prioritize activities that align with specific business goals, such as handling high-value customer inquiries first.

Conclusion

The Znuny and OTRS Custom Top-Level Menu Extension is a must-have for organizations looking to maximize their use of Znuny without 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!

FAQ

Can I restrict menu items by role?

Yes. Visibility can be limited to roles and groups.

Does it require code changes?

No. Everything is configured in the admin panel.

Can I link to external tools?

Yes—CRM, ERP, and issue trackers are supported.