Keeping an eye on what's happening inside your help desk shouldn't require guesswork. Znuny-PrometheusExporter makes real-time monitoring easy by exposing vital Znuny metrics in Prometheus format, enabling seamless, actionable insights in your existing monitoring stack—at no cost.
The package can be installed directly through the Znuny Package Manager from the Open Source repository, and the source code is available at GitHub.
Why a Prometheus Exporter?
Many teams already run Prometheus and Grafana to monitor their infrastructure. Until now, getting Znuny data into those dashboards meant writing custom scripts or querying the database directly — fragile approaches that are hard to maintain.
Znuny-PrometheusExporter solves this by providing a standard /metrics endpoint that Prometheus can scrape out of the box. No middleware, no glue code.
What Metrics Are Exposed?
The exporter covers three areas that matter most for day-to-day operations:
Ticket metrics — Ticket counts broken down by state, queue, and priority. See at a glance how many tickets are open, pending, or escalated, and where the workload is concentrated.
Agent activity — Track agent sessions and activity to understand team capacity and workload distribution across your service desk.
SLA and escalation metrics — Monitor SLA compliance and escalation states so you can react before deadlines are missed, not after.
All metrics follow Prometheus naming conventions and are ready for alerting rules, Grafana panels, or any tool that speaks PromQL.
Getting Started
1. Install the Package
Download the latest .opm file from the GitHub releases page, then install it via the Znuny Package Manager under Admin → Package Manager → Znuny Open Source Add-ons.
Alternatively, you can install it from the command line:
bin/znuny.Console.pl Admin::Package::Install /path/to/Znuny-PrometheusExporter-x.x.x.opm
2. Configure the Metrics Endpoint
The exporter provides a /metrics endpoint that can be exposed in two ways, depending on your setup:
Via your existing Apache virtual host — we include an example Apache configuration snippet in the repository that adds the /metrics route to your Znuny installation.
As a standalone listener — useful if you want to keep monitoring traffic separate from your application traffic.
3. Point Prometheus at It
Add a scrape target to your prometheus.yml:
scrape_configs:
- job_name: 'znuny'
scrape_interval: 60s
static_configs:
- targets: ['your-znuny-host:10111']Adjust the interval and target address to match your environment.
4. Build Your Dashboards
Once Prometheus is scraping, you can query metrics with PromQL and build Grafana dashboards tailored to your team's needs — queue workload overviews, SLA burn-down panels, agent activity heatmaps, or whatever fits your workflow.
We Want Your Input
This is an open-source add-on and a starting point, not a finished product. We like your feedback:
Which metrics are you missing? If there's something you need that the exporter doesn't cover yet, open an issue and tell us about your use case.
Built a Grafana dashboard? Share it with the community!
Found a bug or have an improvement? Pull requests are welcome.
Try the exporter, visit the GitHub repository, and let us know what you think.
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