Customer service is an add-on: A$15 per agent a month billed yearly, or A$19 monthly. It's free while you trial ZyfrHub. Sales users who only read tickets and add notes don't count as agents.
Set it up
- Go to Settings › Customer service. While you're trialling it's already on; afterwards choose Turn on.
- Copy your forwarding address (it looks like
yourcompany-ab12@in.zyfrhub.com). - Forward your support address to it:
- Google Workspace: make support@ a group and add the forwarding address as a member.
- Gmail: Settings → Forwarding and POP/IMAP → Add a forwarding address. Google's confirmation email arrives as a ticket; open it and click the link.
- Microsoft 365: in the Exchange admin centre, set forwarding on the support mailbox, or add a mail flow rule that redirects to the address.
- Tick Agent next to everyone who answers customers. People who only do support can have a Support only seat: they work tickets and can look at contacts, organizations and opportunities, but don't take a sales seat and can't change sales records.
Replies to customers come from our sending domain, or from your own address once you've verified your domain in Settings › Email marketing.
How tickets work
- Every email becomes a ticket. We match the sender to a contact (or create one), find their organization (from the contact or their email domain) and link the opportunity they most likely mean: their latest win, or an open opportunity.
- Customers get a confirmation with the ticket number, unless you switch it off. You can edit the wording.
- Replies stay together. When the customer answers, their email lands on the same ticket.
- Log tickets yourself from a call or visit with New ticket, on the Tickets page or from any contact, organization or opportunity. You can email it to the customer or keep it internal.
Working a ticket
The left side is the conversation. Reply to customer sends an email; Internal note is only seen by your team (type @name to let a teammate know). After replying, choose what happens next:
| Status | Means |
|---|---|
| New | Nobody's looked at it yet |
| Open | Waiting on you |
| Pending | Waiting on the customer |
| On hold | Waiting on someone else (a supplier, another team) |
| Solved | Done. It closes by itself after a few days unless the customer replies |
| Closed | Finished. If the customer writes again, a follow-up ticket opens |
The right side shows what sales knows about the customer: their contact details and account owner, lifetime value, open pipeline, recurring revenue and next renewal, every opportunity, the products they have, subscriptions, past satisfaction scores and other tickets. Change About opportunity if the ticket is about something else they bought.
Saved replies
Answers you send often. In a ticket, choose Saved replies under the reply box and pick one: it fills in the customer's name, the ticket number and your name. A saved reply can also set what happens next (for example "Pending") and add tags.
- Team replies are shared with every agent (admins create these). My replies are just for you.
- Turn anything you've typed into a saved reply with Save as reply, or manage them under Tickets › Saved replies.
- Placeholders:
{{contact.first_name}},{{contact.name}},{{organization.name}},{{ticket.number}},{{ticket.subject}},{{agent.first_name}},{{agent.name}},{{company.name}}.
Attachments
Files customers email (screenshots, PDFs, spreadsheets) are kept on the ticket, up to 15 MB each; click one to open it. Small images embedded in email signatures are left out. To send a file, choose Attach under the reply box; you can also attach files to internal notes. Files whose type we don't recognise can be downloaded but never open in the browser.
Priorities and response targets
Set how fast you aim to reply and solve for each priority under Response targets. Tickets show the time left (or how late they are). The clock pauses while a ticket is Pending or On hold.
Assignment
Leave new tickets unassigned for agents to pick up, or share them between agents in turn (people on leave are skipped). The account owner can be told when their customer opens a ticket.
Reports
Tickets › Reports shows new and solved tickets, first-reply and resolution times, missed targets and satisfaction by agent.
Leaderboard
Tickets › Leaderboard ranks your agents for this week, this month, last month or this quarter. Rank by:
- Satisfaction: the share of good ratings (4–5 out of 5, 9–10 out of 10, or yes) on the after-ticket survey. Agents need at least 3 ratings to be ranked on it.
- Tickets solved and tickets closed.
- Fastest first reply: the median time from a new ticket to their first reply.
- Replied on target: the share of first replies sent within your response target.
- Replies sent.
The table also shows the average rating, resolution time, tickets the customer reopened, and what each agent has open now. Badges go to the agent with the happiest customers, the most solved and the fastest replies. Click a column heading to rank by it.
Managers can also run a sales contest for support (Goals › New contest): most tickets solved, or most happy customer ratings. The office TV board shows a "Support this week" panel.
For developers
Webhooks: ticket.created, ticket.updated, ticket.solved. If you receive email somewhere other than our address, your mail relay can post it to /api/inbound/email.