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Agents & teams

This page shows you how to set up your support team and have Zinye Desk share the work out for you.

Agents

Section titled “Agents”

Agents are the people who work on tickets. Add them under Settings → Agents:

  1. Open Settings → Agents.
  2. Click Add (or Invite Agent).
  3. Enter the agent’s email and send the invite.

An agent can belong to more than one team.

Teams

Section titled “Teams”

A team (agent group) bundles agents who handle a particular kind of request — for example Billing, Technical, or Onboarding. Create one under Settings → Teams:

  1. Open Settings → Teams.
  2. Click Add, name the team, and add its agents.
  3. Save.

Automatic assignment

Section titled “Automatic assignment”

This is what teams are really for. When you create a team, Zinye Desk automatically sets up an assignment rule for it. Send a ticket to the team, and it picks one member and assigns it to them — by round-robin or load-balancing — so tickets are shared fairly and nothing piles up on one person.

Changing who’s in a team immediately changes who gets assigned next.

Section titled “Related”