Zorlya support works through tickets. We are replacing the way Zorlya answers questions. Until now a message from the contact form landed in an inbox. The replacement is a ticket system: every question gets a reference, a status and a thread, and you can follow it by email or inside your account.
This post describes how it is built to work. The support app and the ticket screens are finished in our code and are being put in place, so some of what follows may not be visible in your account yet. We will not date it here. The details below match what we built, and the privacy policy describes the same rules.
Three ways to open a ticket
From the contact page. Anyone can use the form at zorlya.com/contact without an account. You give a name and an email address, say whether you are a job seeker, a company or neither, pick a topic, write a subject and a message, and attach files if you want. You also tick a box to agree to the privacy policy.
From the job seeker app. The Support page lists your tickets and has a New ticket button. Because you are signed in, your account is already known. The ticket carries your email, your plan and the page you were on, and the form shows what will be sent.
From the hiring app. The same screens, with wording for companies. A company ticket is linked to your company, and it shows a warning not to put candidate names in a ticket.
You do not choose a priority. You pick a topic, and our team sets the priority, because a person who writes “urgent” in a message body has not told us anything we can sort on.
How to write a ticket that gets answered quickly
Most of the time spent on a ticket goes into questions back and forth. You can save a round by putting these in the first message:
- A subject that names the problem. “Resume upload fails with a PDF” is better than “Help” or “Problem”.
- What you did, step by step. “Opened Profile, chose Upload resume, picked a 2 MB PDF.”
- What you expected and what happened. “I expected the profile to fill in. Instead an error appeared and the profile stayed empty.”
- The exact words of any error. Copy them, or attach a screenshot.
- Where it happened. The app (seeker or hiring), the page, and the device and browser if it looks like a display problem.
- What you already tried. “Tried again after signing out and in. Same message.”
Keep one problem per ticket. Two problems in one thread are easy to half answer.
What never to put in a ticket
- Your password, or a sign-in code sent to you by email or text.
- A full card number. Payment questions can be answered from your account, and the team does not need it.
- For a company ticket, a candidate’s name or details. The hiring app warns you about this.
Do not send a password or a code even if a message asks for one. Change your password if you think you sent it by mistake.
A worked ticket
Illustrative: the person and the details are invented.
Topic: Billing and plans
Subject: Paid plan not showing after payment on 11 October
I paid for the Plus plan on 11 October at about 14:00 Dhaka time and received the payment email. My account still shows the free plan in Settings. I signed out and in again, and checked on my phone as well. The payment email is from the address I use to sign in to Zorlya.
It names the plan, the date, the time zone, what the account shows and what was checked, so the first reply can be an answer and not a question.
Which topic should I pick?
The topic sends the ticket to the right people, so pick the closest one:
| Topic | Use it for |
|---|---|
| Account and sign in | Signing in, your email address, deleting your account |
| Billing and plans | Payments and plans |
| Jobs data | A job that looks wrong, missing or out of date |
| Matching and scores | A score or a match you do not understand |
| Privacy and legal | Your data, a deletion request, the privacy policy |
| Other | Anything that fits none of these |
Companies see their own topics as well, such as team and seats.
The verification email
If you open a ticket without signing in, we email you a link to confirm that the address is yours. The ticket is held back from our team until you press it. The link works once and expires after 24 hours. If you never press it, we delete the ticket after 7 days.
Signed-in tickets skip this step, since your account already proved the address.
The page that confirms your ticket shows its reference, which starts with ZT and a number. If the email does not arrive, there is a Resend button on that page.
What happens next
A person on our support team reads every ticket. Your ticket moves through states that you see in three words: Open, Waiting for you, and Solved. Behind those our team uses six, and the ones that matter to you are these:
- Open means we have it or are working on it.
- Waiting for you means we asked you something.
- Solved means we think it is answered.
- Closed means it was solved for 14 days and nothing more happened.
Our replies come from support@zorlya.com, and the subject carries the reference in square brackets. You can reply by email. A reply joins the ticket only when it comes from the same address that opened it. Anything else starts a new, unconfirmed ticket, which keeps someone else from adding to your thread.
You can also read the thread and answer inside the seeker or hiring app, with attachments. Attachments can be PNG, JPEG or PDF, up to 10 MB each and 5 per message.
If a ticket waits on you for 3 days, you get one reminder email.
Solving, reopening and rating
When you have your answer, press Mark as solved, or wait for us to do it. A solved ticket can be reopened for 14 days. Reply to it, or press Reopen, and it goes back to Open. After 14 days it closes. Closing does not delete it.
Once it is solved you can rate the answer from 1 to 5 and add a comment. You can rate once.
What our team sees and does not see
Our team works in a separate support app with a queue, replies, internal notes you never see, and saved replies called macros that fill the box for an agent to read and edit before sending. A macro never sends anything by itself.
A ticket does not show your resume or your profile to an agent. Each change an agent makes, and each attachment they open, is recorded with the reference number and never with the text of a message.
What to know about keeping tickets
We keep tickets for as long as the service runs, and they are not removed when you delete your account. The ticket stays with your name, your address and your messages, and its link to your account is cut. To have one deleted, write to the privacy address from the address on the ticket and we delete it within 30 days. A download of your account data does not include tickets, so ask us for those separately.
Questions people ask
How do I contact Zorlya support without an account?
Use the form at zorlya.com/contact. You confirm your email through a link, and then the ticket reaches the team.
Where do I find my ticket number?
On the confirmation page, and in the subject of every email about the ticket, in square brackets, starting with ZT.
Can I reply by email?
Yes, from the same address that opened the ticket. A reply from another address starts a new ticket that needs confirming.
My ticket was closed. What now?
A closed ticket stays closed. Open a new one and mention the old reference so the team can read the history.
What is not built
Several things in our early plans are not part of this first version: searching your own tickets, article suggestions while you type, adding a teammate to a company ticket, and a first reply time shown per plan. We would rather say so than show a number we have not measured.
What we know and what we do not
We know how tickets behave from the code and its documentation, checked against the code on 19 October. We do not publish a reply time, because we have not measured one we could stand behind, and every ticket is currently held to the same default targets whatever your plan.