FAQ & troubleshooting
Quick answers to the questions that come up most. If yours isn’t here, see Getting help.
Emails aren’t turning into tickets
Section titled “Emails aren’t turning into tickets”Check your email setup: the support account must be added under Settings → Email Accounts and switched on as Incoming. If it was just connected, give it a few minutes, then send a test email.
How do tickets get assigned to the right agent?
Section titled “How do tickets get assigned to the right agent?”Route tickets to a team and the team’s assignment rule picks an agent automatically (round-robin or load-balancing). See Assignment & routing.
Can customers raise tickets without emailing?
Section titled “Can customers raise tickets without emailing?”Yes — through the customer portal, where they can also track their tickets and search your knowledge base.
How do I stop the same answer being typed over and over?
Section titled “How do I stop the same answer being typed over and over?”Use saved replies for canned responses, and publish knowledge base articles customers can read themselves.
How do I see only the tickets that matter to me?
Section titled “How do I see only the tickets that matter to me?”Save a custom view — for example “My open tickets” using the @me filter.
What are service-level targets?
Section titled “What are service-level targets?”SLAs set response and resolution time goals (usually by priority), and Zinye Desk shows which tickets are on time or overdue.
How do I change our logo or ticket numbering?
Section titled “How do I change our logo or ticket numbering?”Both are in Settings — branding for the logo, and the naming series for ticket IDs.