Key concepts
A few ideas run through all of Zinye Desk. Learn these and the rest is easy.
Ticket
Section titled “Ticket”A ticket is a single customer request — a question, a problem, a job to do. Every conversation lives on its ticket, with a status (where it is — open, replied, resolved, closed), a priority (how urgent), and a type (what kind of request). One ticket = one issue, start to finish.
An agent is a member of your team who works on tickets. Agents reply to customers, assign tickets, and resolve them.
A team (or agent group) is a set of agents grouped together — for example Billing or Technical. When a ticket goes to a team, Zinye Desk can automatically pick a member and assign it to them, so work is shared fairly.
Customer and Contact
Section titled “Customer and Contact”A contact is the person who raised the ticket; a customer is the company they belong to. Grouping contacts under a customer lets you see every ticket from that account in one place.
Customer portal
Section titled “Customer portal”The customer portal is a self-service site where your customers sign in to raise tickets, track their status, and search your help articles — without emailing anyone.
Knowledge base
Section titled “Knowledge base”The knowledge base is your library of help articles. Agents reuse them for consistent answers, and customers read them on the portal to solve problems themselves — which means fewer tickets.
Service Level Agreement (SLA)
Section titled “Service Level Agreement (SLA)”An SLA is a promise about timing — for example “urgent tickets get a first reply within an hour.” Zinye Desk tracks each ticket against its SLA so you can see what’s on time and what needs attention.