Znuny

Znuny is an open-source ticketing and ITSM system from Znuny GmbH in Berlin, and the maintained continuation of OTRS Community Edition. Znuny publishes its source code on GitHub under GPL-3.0, so the software costs nothing and a team can run Znuny on its own servers without signing anything.

SLA management, process tickets and a knowledge base with an FAQ module are part of Znuny, which puts the product nearer to Jira Service Management than to a chat widget. One of the two directors of Znuny GmbH, Martin Edenhofer, is also the founder of Zammad, which sits higher in this category.

Znuny earns its money on the services around the software rather than on licences. Managed hosting from Znuny starts at €675 a month on the Silver plan, billed annually, plus a €1,595 setup fee, and support contracts start at €4,250 a year.

For a small team that is a large fixed cost, so self-hosting is the realistic route in, and the managed plans are priced for organisations weighing Znuny against a full ITSM suite. Znuny has held SOC 2 since 2024 and ISO/IEC 27001:2022 since January 2025, which gives a procurement team two audits to read rather than a GDPR statement.

Two caveats belong on the shortlist. Znuny's managed hosting runs in what Znuny calls "ISO 27001-certified data centres", but Znuny does not state where those data centres are or who operates them, so the location is a question to ask before signing.

Alongside Znuny GmbH there are also Znuny Inc. in the United States and Znuny Swiss GmbH, and the Znuny imprint names no parent company, so it is worth confirming which entity a hosting or support contract is with. Self-hosting Znuny removes both questions and hands your own team the patching, monitoring and backups instead.

What Znuny does well

• Open source under GPL-3.0, with the code on GitHub
• Free to self-host, so the ticket archive stays on your own infrastructure
• SLA management and process tickets for ITSM-shaped support
• SOC 2 since 2024 and ISO/IEC 27001:2022 since January 2025
• German company, and the maintained continuation of OTRS Community Edition

Where Znuny falls short

• Managed hosting names "ISO 27001-certified data centres" but not their location or operator
• Znuny Inc. (US) and Znuny Swiss GmbH exist alongside Znuny GmbH, with no parent company named
• Managed hosting from €675 a month plus €1,595 setup, a large fixed cost for a small team
• Self-hosting puts patching, monitoring and backups on your own team

Standout feature. Znuny pairs a GPL-3.0 codebase with SOC 2 and ISO/IEC 27001:2022, so both the software and the company behind it can be checked by someone other than the vendor.