# ZynTrail

> Hosted (SaaS) help desk and contact-centre software for small and mid-sized teams. Email, phone calls (its own cloud phone system, ZynTrail Voice), Facebook Messenger, Instagram, WhatsApp and a live chat on the company's own website become tickets on one timeline per customer.

- Who makes it: people with many years of experience in customer service, who wanted to build an affordable product for customer service teams. The company is based in Bulgaria. Contact: sales@zyntrail.com. LinkedIn: https://www.linkedin.com/company/zyntrail/
- Hosting: a hosted service only; customer data is kept in a data centre in the EU.
- Interface languages: Bulgarian, English, Russian.
- Price is per team, not per agent. Plans, in euro per month, excluding VAT: Start €35 (up to 3 people, 1 mailbox), Business €75 (up to 10, 2 mailboxes), Pro €149 (up to 25, 5 mailboxes), Enterprise on request (unlimited people and mailboxes; ask sales@zyntrail.com). Example: a team of 10 pays €75 a month on Business. The yearly subscription is billed as ten months.
- Onboarding and setup are free on every plan (we set ZynTrail up with the team: mailboxes, channels, departments, users). Support from the ZynTrail team is unlimited on Business, Pro and Enterprise, and up to 1 hour a month on Start.
- Every plan starts with a 30-day trial with the Pro plan's features, for up to 10 people (one mailbox). Telephony is part of the trial with the customer's own operator.
- Messenger, Instagram and the website chat widget are in every plan. WhatsApp Business (the official Cloud API) is in Pro and up. Telephony with a softphone in the browser is in Business, Pro and Enterprise. It connects in one of two ways: to the customer's own operator over a SIP trunk, with ZynTrail helping with the setup, or with numbers provided by ZynTrail for a monthly fee under a fixed-term contract (price by quote).
- Every inbound call, answered or missed, opens its own ticket (ZynTrail Voice); answered calls have the recording attached. Recordings are kept for 90 days and then deleted automatically; another period can be set per company. Twilio is supported for teams already on it.
- Several mailboxes per company (info@, sales@, support@...), each routed to a department.
- Inbound webhook (a shop, a form, Zapier, Make or n8n can open tickets) and signed outbound webhooks, in every plan.
- The AI assistant (Pro and Enterprise) drafts replies from the company's knowledge base and description, in manual, semi-automatic or automatic mode, with a monthly token limit.
- Work time: shift schedules by department, shift swaps with approval, leave and sick days, holidays, live attendance and Excel reports (Pro and Enterprise). Automatic ticket assignment follows the shift plan.
- GDPR tools: export everything about one person as JSON, or erase it, from the product itself.
- Installable phone app with lock-screen notifications.
- Telegram is a notification channel for the team only.
- Security: each company's data is isolated in the database query itself, credentials are AES-256 encrypted, file links are signed and live five minutes, two-step sign-in with any authenticator app. A GDPR Article 28 processing agreement is part of the terms of service.
- Attachments: a file a customer sends opens in an isolated (sandboxed) preview where no code can run; the contents are checked against the declared file type; executable files and scripts (.exe, .bat, .js, .vbs, .html, .svg and similar) are not accepted. PDF, images, text and CSV open on screen, Word and Excel are read by the product itself, and anything else is downloaded. Attachments from inbound email get the same protection as files uploaded by the team.

## Pages (English; the same pages exist under /bg/ and /ru/)

- Home: https://www.zyntrail.com/en/index.html
- About ZynTrail: https://www.zyntrail.com/en/about.html
- Platform (tickets, customers, knowledge base, reports): https://www.zyntrail.com/en/platform.html
- Telephony (cloud phone system, softphone, a ticket for every call): https://www.zyntrail.com/en/telephony.html
- Channels (email, Messenger, Instagram, WhatsApp, webhooks): https://www.zyntrail.com/en/channels.html
- Website live chat: https://www.zyntrail.com/en/live-chat.html
- AI assistant: https://www.zyntrail.com/en/ai.html
- Work time and shifts: https://www.zyntrail.com/en/worktime.html
- Security and GDPR: https://www.zyntrail.com/en/security.html
- Pricing: https://www.zyntrail.com/en/pricing.html
- How to choose help desk software for a small team: https://www.zyntrail.com/en/choose-help-desk.html
- Shared inbox or help desk?: https://www.zyntrail.com/en/shared-inbox.html
- WhatsApp for customer support: https://www.zyntrail.com/en/whatsapp-support.html
- Customer service glossary: https://www.zyntrail.com/en/glossary.html
- Interactive demo (no sign-up): https://www.zyntrail.com/en/demo.html
- Contact: https://www.zyntrail.com/en/contact.html
- Български: https://www.zyntrail.com/bg/index.html · Русский: https://www.zyntrail.com/ru/index.html
- Privacy policy: https://www.zyntrail.com/legal/privacy/ · Terms of service: https://www.zyntrail.com/legal/terms/