Settings & integrations
This page is a tour of the main Settings in Zinye Desk and the integrations you can switch on. The Settings area is shown to administrators (System Manager / Administrator).
Settings worth knowing
Section titled “Settings worth knowing”- Email accounts — your incoming/outgoing support inboxes (see Email setup).
- Branding — set your logo and favicon so the helpdesk looks like yours.
- Default priority & ticket type — what new tickets start as; you can make ticket type mandatory.
- Auto-close — automatically close resolved tickets after a set number of days.
- Team restrictions — limit tickets to the team they’re assigned to, and restrict who can be assigned.
- Feedback — ask customers to rate a resolved ticket (on the portal and in email).
- Search weighting — tune how much each field counts when agents and customers search.
- Ticket naming — set the numbering format for ticket IDs (for example
INC-#####).
Phone integration
Section titled “Phone integration”Connect a telephony provider (such as Twilio or Exotel) so calls are logged against tickets and agents can call from within Zinye Desk — handy when a written ticket needs a quick conversation.
Mobile app
Section titled “Mobile app”Zinye Desk works as a mobile app, so agents can pick up and reply to tickets from their phones. Ask support how to install it for your site.