Support that can see the order.
Zinye Desk turns every email, form and portal request into a ticket with an owner and a clock — with the customer's orders, invoices and payments from ERP right beside the conversation.
Everything in the box.
Email becomes a queue
support@ stops being a black hole. Every message becomes a ticket with an owner, priority and history.
Promises, kept
Response and resolution targets per customer tier. Breaches escalate before the customer notices.
Customers help themselves
A branded portal where customers raise tickets and see their own status — orders included.
Answer once
Public articles deflect the repeat questions; agents insert them into replies in one keystroke.
Route by skill
Queues per product or region, round-robin assignment, and internal notes the customer never sees.
Know your load
Volume, first-response time and resolution time by team, agent and customer — exportable, of course.
"Can you check with finance?" — never again.
Half of support time is spent asking other departments for context. A Zinye Desk ticket shows the customer's open orders, recent invoices and payment status from ERP in the sidebar — because it's the same customer record.
- Orders & invoices beside the thread
- Payment status without asking finance
- Warranty & serial numbers from stock
Calm queues, honest clocks.
Agents see what's theirs, what's burning, and what the customer was promised. Managers see load and breaches without standing behind anyone.
- My tickets / team view / breach view
- Canned responses with live fields
- CSAT on close, tracked over time
One suite. One ledger. No sync.
A customer writes in
Email or portal — either way it's a ticket with an SLA clock running.
The agent has context
Orders, invoices and payment status from ERP sit beside the reply box.
The answer sticks
Resolution becomes a KB article; the next customer self-serves.