Swapping a shift
Offer your shift to a named colleague, in exchange for one of theirs if you like, or to anyone. The colleague accepts, then an admin or HR approves, and everyone is told at each step. A swap that clashes with leave is refused.
Work time
Shift schedules, leave and work time in the same system as your tickets
For teams that answer customers in shifts. The shift schedule, leave requests and attendance sit behind the same sign-in as the tickets, instead of in a spreadsheet nobody updates. HR runs all of it without seeing a single customer. Shift scheduling comes with the Pro and Enterprise plans.
Included in the Pro and Enterprise plans.
Planning
The shift schedule
- A month at a glance. One grid per department: drag a person onto a day, or click a cell.
- Each shift in detail. Start and end, a type, a colour, notes and named breaks. Night shifts that run past midnight are fine.
- Templates. Save the shifts you repeat and reuse them.
- No clashes with leave. A shift cannot be put on a day the person is on leave.
Swaps and time off
Shift swaps, leave and sick days
Requests go through the system, so nobody has to remember who agreed what in the corridor.
Leave
Counted in working days, skipping holidays, against a yearly allowance of 20 days unless you set another.
Days off
Requested for the next month, against a monthly limit per department (5 unless you set another).
Sick days
Can be entered for dates that have already passed, because nobody files a sick note in advance.
What is left
Everyone sees their allocated, used and remaining days.
Who approves
An admin, HR, or a team lead whose department role allows it, and then only for their own departments. The person who asked is told the answer.
The calendar
Public holidays
Follow a country's calendar, or let ZynTrail suggest the year's public holidays from two sources and tick the ones to keep. Add your own company days, or mark a national holiday as a working day if you stay open.
If you use SLA policies, holidays also stop the SLA clock, so the days you are closed do not count against your deadlines.
Today
Who is at work right now
- Who is in, on a break, late (more than 15 minutes after the shift started) or on leave
- Time worked and break time today, and adherence to the shift as a percentage
- Statuses: available, busy, break, lunch, meeting and offline, set from the top bar and logged
Where it meets the tickets
Tickets follow the schedule
Automatic assignment, by round robin or to whoever is least busy, gives tickets only to people who are on shift, not on leave and not on a break. A ticket nobody has taken is offered again every minute.
Notices meant for someone on leave go to their supervisors, so an escalation does not sit in an empty inbox for a fortnight.
Reports
Work-time reports and export
For each person over the period you pick, with a breakdown by day. The report goes out as an Excel file.
- Per person and period
- planned, worked, breaks
- Adherence
- %
- Late
- days
- Leave and sick days
- days
- Time per status
- yes
- By day
- breakdown
- Report
- Excel
- Export
- CSVshifts, leave and the status log
Access
Who sees what
- Everyone. “My schedule” shows their own shifts and approved leave.
- Colleagues' shifts. Shown as far as three company visibility switches allow.
- HR. Works here with no access to customers, and sees tickets only if an admin grants it. You can look around as HR in the demo.
Before you write to us
Questions about work time
Do we need a separate HR program?
No. HR is a role in ZynTrail: it plans shifts, approves leave and pulls reports, without seeing customers.
Who approves leave?
An admin, HR, or a team lead for their own departments, if their department role allows it.
Can we plan night shifts?
Yes. A shift can run past midnight.
How is lateness counted?
Arriving more than 15 minutes after the start of the shift counts as late. It shows on the live board and in the report.
Which plan is it in?
Pro (€149 a month) and Enterprise (price on request). The 30-day trial includes it.
How does the schedule affect tickets?
Automatic assignment gives tickets only to people who are on shift now, not on leave and not on a break.
See it against your own case
Tell us how many people answer customers and which channels your enquiries come in on. We will walk you through the screens your team would actually use, with your own case in place of a demo script.
Every plan starts with a 30-day trial of the Pro features, which is everything except telephony.