Assignment & routing

This page shows you how Zinye Desk gets tickets to the right person — automatically where you can, by hand when you need to.

Assign by hand

On any ticket, set the Assigned to field to an agent (or yourself). Simple, and fine for a small team.

Automatic assignment with teams

The real time-saver is teams. When you create a team, Zinye Desk sets up an assignment rule for it. Send a ticket to the team and it picks a member and assigns it — by round-robin or load-balancing — so work is shared fairly and nothing lands on one person.

The usual setup:

Create a team per area (Billing, Technical).
Route incoming tickets to the right team rather than to named people.
Let the team’s assignment rule pick the agent.

Route tickets to the right team

You decide which team a ticket goes to based on what it is. Common ways:

By ticket type — bugs to the Technical team, billing questions to Billing.
By the inbox it arrived on — emails to sales@ go to one team, support@ to another.
By a field on the ticket — for example product or region.

For straightforward rules this is point-and-click; for complex logic, an administrator can set up advanced routing.

Team visibility

In Settings you can switch on team restrictions, so tickets are only visible to the team they’re assigned to — useful when different teams shouldn’t see each other’s queues.