Customers & contacts
This page shows you how Zinye Desk keeps track of who you support, so every request is tied to the right person and account.
Contacts and customers
Section titled “Contacts and customers”- A contact is a person who contacts you for help — with their name and email.
- A customer is the company that contact belongs to.
Grouping contacts under a customer lets you see every ticket from that account in one place — handy for spotting a customer who’s having a rough week, or for giving an important account a higher service level.
How they’re created
Section titled “How they’re created”Most contacts appear automatically the first time someone emails your support address or signs in to the portal — you rarely add them by hand. When you do need to, add or edit them under Settings.
Why it’s worth tidying
Section titled “Why it’s worth tidying”A little organisation here pays off across the helpdesk:
- Reporting — “how many tickets from Acme this quarter?”
- Routing — send a key account’s tickets to a specific team.
- Context — an agent opening a ticket sees the customer’s whole history.