Edit the reply in English
Please send us the client version and confirm whether access works on the company network.
Translate your changes back into the customer’s languageZai-LLM* · AI add-on for Znuny
AI assistance
directly in Znuny.
Zai-LLM adds AI features to your Znuny interface: summarise tickets, draft replies and find existing solutions. Add approved support tickets, internal knowledge articles or manuals to a provider such as Chat Data or Chatbase so your team can use company knowledge to handle customer enquiries.
Plug & Play · Your knowledge sources · Version updates included
* ZAI stands for “Znuny Artificial Intelligence”, LLM for “Large Language Model”. Zai-LLM connects these AI models to Znuny.
Zai-LLM
The Plug-&-Play AI add-on for Znuny
Example: summarising a long ticket history
Ticket#10428 · Access unavailable after update
BackAI Ticket⌄PriorityCommunication
ARTICLE OVERVIEW27 messages
Customer follow-upToday, 10:24
AI Technical SummaryInternal
Technical summaryINTERNAL NOTE
- Current situation
- Access works on the company network. External connections have failed since the client update.
- Already checked
- User account is active. Login succeeded on a second device.
✓Internal summary for your team to review
Simplified example using fictional data.
EXAMPLE: PROPOSED SOLUTION IN A CUSTOMER REPLY
Hello,
Please check your VPN connection to the company network and try signing in again. If error E-104 persists, please send us a screenshot and the client version you are using.
Kind regards,
Your support team
Selecting text opens a new outgoing message with a draft reply for you to review and edit before sending. Illustration with fictional data.
Zai-LLM · ONE TICKET, STEP BY STEP
From a customer request
to reusable knowledge.
Follow one example to see how the modules work together. AI prepares information and draft replies. The agent reviews the suggestions, adds their expertise and decides what happens next.
Review the request and attachments
Zai-LLM analyses the original customer request and prepares an internal initial proposal. With Chat Data attachment processing configured, supported images and documents can also be included.
The agent takes over the case and reviews the initial proposal.
CUSTOMER REQUEST
Since the client update, we cannot sign in from outside the company network. Access still works on site.
Attachment: login-error.pngInternal initial proposal
Check the VPN connection and client version. Use the difference between on-site and external access to narrow down the cause.
Compare the AI proposal with proven solutions
Alongside the AI proposal, ZaiQMatch suggests relevant, approved FAQ articles based on successfully resolved tickets. The agent checks which approach fits the current case.
The team can draw on existing experience without asking a colleague about every familiar issue.
RELEVANT FAQ SUGGESTIONS
Approved · example case
Check the VPN profile after a client update
A documented solution from a successfully resolved support case.
Agent review
The guidance matches the symptoms. The next step is to check the VPN settings.
Prepare and send the reply
The agent can write a reply, request an AI draft directly or ask questions and give instructions in the interactive dialog. A selected error message can also provide the starting point. The draft can be transferred to an outgoing message for review and editing.
The agent decides what is sent to the customer.
OUTGOING MESSAGE · DRAFT
Hello,
Please check your VPN connection to the company network and try signing in again. If error E-104 persists, please send us a screenshot and the client version you are using.
Kind regards,
Your support team
Catch up on the current situation
When another agent takes over or a team lead needs an overview, Technical Summary brings together the ticket history, actions taken, results and outstanding points.
The summary supports further work and can be requested from within the ticket.
TECHNICAL SUMMARY
- Checked
- On-site access works. VPN profile refreshed after the client update.
- Result
- External login works in the follow-up test.
- Outstanding
- Final confirmation from the customer.
Turn the successful solution into an FAQ article
Once the issue is resolved, ZaiQGen prepares the solution as an FAQ draft. After review and approval, it becomes available for similar requests. If configured, draft creation can also be triggered automatically when the ticket is successfully closed.
The experience gained from this case can then help with the next similar request.
FAQ DRAFT FROM THE RESOLVED TICKET
Restore external login after a client update
Document the symptoms and the solution that worked in the ticket.
Before publication
Review the content and approve the FAQ article. ZaiQMatch can then suggest it for similar requests.
The workflow shown requires the Zai-LLM Pro suite.
IN EVERYDAY BUSINESS USE SINCE 2024
Developed from real support work.
Our AI integration for Znuny has been used in everyday business operations since 2024. We have continued developing it and adding useful, coordinated modules to Zai-LLM ever since. Experience from day-to-day ticket handling directly informs this ongoing work.
Our aim is to apply cutting-edge AI where it improves day-to-day ticket handling. We assess new features for their practical value and integrate them directly into Znuny workflows.
BUILT FOR EVERYDAY SUPPORT
How does Zai-LLM help
your team in daily support?
Not every request is new. Yet research, handovers and drafting replies still take time every day. This is where Zai-LLM helps.
Handovers & escalations
What has been tried? What is still missing?
Long histories take time to read. A technical summary brings the relevant findings together so the next agent can continue the case and consult the original messages when needed.
↳
Explore this moduleA useful starting point for the next person on the case.
Ticket#10428 · Access unavailable after update
BackAI Ticket⌄PriorityCommunication
ARTICLE OVERVIEW27 messages
Customer follow-upToday, 10:24
AI Technical SummaryInternal
Technical summaryINTERNAL NOTE
- Current situation
- Access works on the company network. External connections have failed since the client update.
- Already checked
- User account is active. Login succeeded on a second device.
✓Internal summary for your team to review
Product illustration using fictitious example data.
Replies with context
The latest message is only part of the story.
AI Article Tasks helps draft replies and focused follow-up questions. Select a task, ask your own question or highlight a passage. Extended tasks use additional ticket context.
↳
Explore this moduleA draft your team can review and refine.
International support
Understand the request and reply in the customer’s language.
AI Article Tasks provides an English translation of the request and a bilingual reply draft. Edit the English version, then use Backtranslate to update the customer-language reply. For document attachments, AI Document Translator also offers translation through DeepL or Google Cloud Translation.
↳
Explore this moduleEdit the English draft and translate your changes back into the customer’s language.
CUSTOMER REQUEST · FRENCH
Bonjour, depuis la mise à jour, l’accès au portail échoue avec l’erreur E-104.
Request translated into English
Since the update, portal access fails with error E-104.
Reply in French
Merci de nous indiquer la version du client et de confirmer si l’accès fonctionne sur le réseau de votre entreprise.
Review the result before sending the reply yourselfRecreated view with fictional data. English is the working language in this workflow. The button is illustrative only; this website does not run an AI request.
Product illustration using fictitious example data.
Knowledge for the whole team
Solved once. Found again when it matters.
After an agent successfully resolves a case, ZaiQGen can prepare an FAQ draft from the actions that worked. Once reviewed, the proven solution becomes available to the team. ZaiQMatch suggests relevant FAQ articles alongside AI proposals in similar cases, combining AI assistance with human-reviewed practical knowledge.
↳
Explore this moduleUseful solutions remain available for similar requests.
RESOLVED CASE
Recreate the access profile after an update
Cause documented. Solution checked.
ZaiQGen↓Znuny FAQ↓ZaiQMatch
✓Relevant FAQ suggestion
The solution is available when a similar ticket arrives.
Product illustration using fictitious example data.
Zai-LLM · OUR RECOMMENDATION
Need several AI features?
Choose a suite package.
Buy individual features for a specific task. If you want AI support across several stages, a suite costs less than buying all its features separately and lets your team use them together throughout the ticket workflow.
Capture knowledge from a resolved case
Prepare an FAQ draft from the solution that worked for the agent, then check it against the actual outcome.
Find the solution on the next request
Suggest reviewed FAQ articles with proven solutions in the sidebar of similar tickets.
Continue with the available knowledge
Your team receives AI suggestions alongside relevant solutions from successfully resolved cases. The agent checks which approach applies to the current case.
Example of how a team can combine the features. Automation depends on configured functions and workflows; a suggestion does not become an unchecked customer reply.
Give new team members access to proven solutions
Zai-LLM can draw on approved solutions from resolved tickets and FAQ articles when handling new enquiries. New team members can use experienced colleagues’ knowledge to prepare replies, without having to ask them about every familiar issue.
Zai-LLM · THE MODULES
The AI features
in Zai-LLM
Zai-LLM brings focused modules into your Znuny environment. See what each one does and how it helps your team.
01
Understand & resolve
From the first clue to the next check.
AI Initial Proposal
Prepare an initial proposal for new tickets
AI Initial Proposal creates an internal proposal from the original customer request. With attachment processing configured through Chat Data, supported documents and images can also be included. Agents receive suggestions for initial checks and focused follow-up questions.
Use cases & featuresAI Technical SummaryTurn long ticket histories into a useful overview
Summarises the relevant history, previous actions and open questions. Useful for handovers, escalations and returning to older cases.
Use cases & featuresAI Solution ProposalGet solution proposals with ticket context
Develops a proposal from the case so far, helping your team plan further checks and guide the customer through the next step.
Use cases & features02
Reply & translate
Help customers move forward, across languages too.
AI Article TasksPRO
Draft replies and ask focused questions
Draft replies, ask questions and work with selected text directly on the article. Bidirectional translation helps you reply in the customer’s language: edit the English draft, then use Backtranslate to update the translated reply.
Use cases & featuresAI Document TranslatorPROTranslate document attachments inside the ticket
Translates supported document attachments through DeepL or Google Cloud Translation and returns the results to the ticket.
Use cases & features03
Capture & find knowledge
Keep useful solutions available to the whole team.
ZaiQGenPRO
Create FAQ articles from resolved cases
Prepares an FAQ draft from the steps that successfully resolved a support case. Your team reviews the article before making the proven solution available for similar requests.
Use cases & featuresZaiQMatchPROFind relevant FAQs while working on a case
Shows relevant FAQ suggestions in the ticket sidebar, bringing existing knowledge into the reply workflow.
Use cases & featuresAI ChatbotPROUse manuals and company knowledge in the ticket
Embeds a Chat Data or Chatbase chatbot in Ticket Zoom, giving agents access to the knowledge sources you maintain with that provider.
Use cases & featuresTHE PRODUCT TOUR
See AI features
directly in Znuny
The full demo shows Zai-LLM in the real Znuny interface: article tasks, interactive questions, translation and more.
Watch on YouTubeWHAT YOU NEED TO START
What you need
to use Zai-LLM
Our recommended approach does not require you to operate an AI server. Setup follows the features your team chooses.
Your Znuny
A maintained Znuny 6.5 LTS or Znuny 7 release with current security updates. We agree a suitable package release for your environment.
Your AI account
A business account with a supported online service. We recommend Chat Data for company knowledge, with Chatbase as an alternative. Direct AI tasks can use OpenAI.
Your knowledge sources
Start with a few approved manuals or FAQs. Summaries without a company knowledge base do not require a document collection.
Setup and testing
Try the chosen features with selected staff in your Znuny test environment first. We can help you configure the module and connect your AI provider on request.
AI SERVICES & COMPANY KNOWLEDGE
Connect an AI service
and use company knowledge.
Our recommended approach connects Zai-LLM to a suitable online service, without an AI server of your own. Choose access for the features your team needs.
Chat Data
We recommend Chat Data for using your company knowledge with Zai-LLM. Ticket exports from Znuny, content from your company wiki, FAQs and documents describing technical issues can form a shared knowledge base. Your team can then draw on existing solutions when handling customer enquiries.
Chat Data supports configurable masking of personal data before it is sent to AI models and when conversation content is stored. Its Data Processing Agreement (DPA) documents data processing and provides for Standard Contractual Clauses (SCCs) where required. We can help you assess the settings and agreements for your intended use.
Chatbase
Another option for making company documents available for AI-assisted answers, including when your organisation already uses Chatbase.
OpenAI
Use your own business account for OpenAI’s interface (API) for summaries, reply drafts and other AI tasks. Usage is billed separately by OpenAI.
A ChatGPT subscription and API access are separate offerings.
How can we connect our own documents?
Start with selected sources in Chat Data or Chatbase. You generally do not need to train your own AI model. Maintain the content and check answers against typical support questions.
DOCUMENT TRANSLATION
DeepL & Google Cloud Translation
These services provide the dedicated translation features. Suitable API access is needed only if you use those features.
UNDERSTAND THE COSTS
Separate the module and service costs.
Buy the module licence from Addonflow and pay the selected AI or translation provider directly. Optional setup and customisation are agreed separately.
AI assistance does not have to require a large budget. A suitable model and plan can keep running costs low. Costs depend mainly on usage, the amount of content processed and the provider you choose. We can help you estimate your requirements before you start.
Already running a local AI model?+
We can integrate local AI models, for example through Ollama, OpenAI-compatible services and additional APIs on request. We review the interface and develop and test the required integration. Advice on model and hardware selection is available to suit your tasks, planned use and budget. The online services above remain our recommended starting point.
BEFORE YOU START
Frequently asked questions
about Zai-LLM
Is Zai-LLM a separate ticket system?+
No. Zai-LLM extends your existing Znuny installation. Your team keeps working in the familiar interface and gains AI features within it.
Which Znuny version do you recommend?+
We recommend a maintained Znuny 6.5 LTS or Znuny 7 release with current security updates. Before delivery, we match the package release to your environment. Assistance migrating from an older OTRS Community Edition to Znuny is available on request. Commercial OTRS installations are assessed separately.
Do we need subscriptions to all the AI services?+
No. You only need access to the services used by your chosen features. AI tasks can use Chat Data, Chatbase or the OpenAI API, for example. Document translation uses DeepL or Google Cloud Translation. Provider charges are additional to the module licence.
Does AI send replies automatically?+
Agents can review and edit article reply drafts. Automatic workflows and any outgoing communication require separate configuration. We recommend starting with internal results and manual review.
Can we request custom tasks and reports?+
Yes. We can assess individual requirements, queries and reports and quote for them separately. We agree on suitable changes based on your workflow.
What is included in the delivery?+
You receive the module as an OPM package for installation through the Znuny Package Manager, together with its guide. Your offer specifies which updates and additional services are included.
What is the difference between Basic, Pro and Enterprise?+
Basic includes AI Initial Proposal, AI Technical Summary and AI Solution Proposal. Pro adds AI Article Tasks, AI Document Translator, ZaiQGen, ZaiQMatch and AI Chatbot. Enterprise provides the Pro features for an agreed deployment across multiple instances. See the package comparison for the full scope and prices.
Can we use resolved tickets and internal knowledge articles?+
Yes. Through Chat Data or Chatbase, you can make approved content from resolved support tickets, internal knowledge articles and manuals available as a knowledge base. The AI can draw on these sources for relevant requests. This is not the same as training your own language model. Agree internally which data may be used before setting it up.
How do ZaiQGen and ZaiQMatch combine AI suggestions with proven solutions?+
ZaiQGen turns the resolution of a handled ticket into an FAQ draft. Your team checks that it accurately describes the solution that worked in practice and approves the article. ZaiQMatch suggests relevant FAQ articles for similar requests. Agents can then use reviewed, real-world solutions alongside AI suggestions. An AI draft is not automatically a validated article.
Can we reply to customers in their own language?+
Yes. AI Article Tasks includes bidirectional translation: an English version of the customer request and a reply draft in English and the original customer language. After editing the English draft, use Backtranslate to update the customer-language reply. It is included in Pro and Enterprise or the standalone purchase of AI Article Tasks. Language support and quality depend on the AI model. Review the reply before sending.
A FIT FOR YOUR SUPPORT TEAM?
Explore Zai-LLM
in a product demo
Tell us your Znuny version and the task you want to improve. We will show you the relevant modules and discuss what you need to get started.
Request a product demoNo account. No commitment.