Tickets
This page shows you how tickets arrive in Zinye Desk and how an agent works one through to resolution.
How tickets arrive
Section titled “How tickets arrive”A ticket can be created three ways:
- By email — any message to your support address becomes a ticket automatically.
- By the customer — raised on the customer portal.
- By an agent — for a request that came in some other way (a phone call, in person).
Create a ticket yourself
Section titled “Create a ticket yourself”- In the agent portal, click Create (top right).
- Enter a Subject and a Description of the issue.
- Submit.
Work the ticket
Section titled “Work the ticket”Open the ticket and:
- Set the priority and type so it’s sorted correctly (for example Urgent / Bug).
- Assign it — to yourself, another agent, or a team.
- Reply to the customer — your reply is emailed to them and kept on the ticket.
- Leave an internal comment if you need a colleague’s input — customers don’t see comments.
- Move the status forward as you go (open → replied → resolved).
When an assigned agent receives a ticket, and whenever a customer replies, the agent is notified by email — so nothing is missed.
Resolve and close
Section titled “Resolve and close”Once the customer’s issue is handled, set the ticket to Resolved (and Closed when it’s fully done). The whole conversation stays on the ticket for the record.