Finding your way around
This page shows you the two sides of Zinye Desk — the side your team uses and the side your customers use.
The agent portal
Section titled “The agent portal”When your team signs in, they land in the agent portal — the workspace for handling support. The main screen is the ticket list, where you see every request with its subject, status, priority, and who it’s assigned to. You can filter, sort, and search, and save custom views for the slices you check often (for example “my open tickets” or “urgent & unassigned”).
Inside a ticket
Section titled “Inside a ticket”Open any ticket to see the full conversation — the customer’s messages and your agents’ replies — alongside its status, priority, type, assignee, and the customer/contact it came from. Everything about the request is on one screen.
The customer portal
Section titled “The customer portal”Your customers get their own customer portal — a self-service site where they sign in to:
- Raise a ticket (with helpful articles suggested as they type)
- Track the status of their tickets
- Search the knowledge base to solve problems without raising a ticket at all
The two portals share the same tickets: a customer raises one on their portal, and it appears for your team in the agent portal instantly.