ZinDesk Onboarding Guide

1. Purpose of onboarding

Thank you for choosing ZinDesk.

The onboarding process helps Zinnovate set up your ZinDesk support service correctly from the start. During onboarding, we collect the information needed to confirm your support contacts, understand your operating environment, and prepare the support workflow for your organization.

The onboarding process should be completed after your ZinDesk subscription request has been submitted.

2. What you need to provide

As part of onboarding, you will be asked to provide the following information:

Primary support contact
The main person Zinnovate should contact regarding ZinDesk support and onboarding.

Secondary support contact
An additional contact person, if available.

Portal users
The people who should have access to the ZinDesk support portal. Please include name, email address, and role if relevant.

Supported solution or environment
The system, platform, or environment that ZinDesk support should cover.

Support and advisory needs
A short description of the type of support, questions, or advisory needs you expect to use ZinDesk for.

Operating region or timezone
The main region or timezone where your users operate.

Preferred onboarding contact
The person Zinnovate should contact if clarification is needed.

Invoice reference or PO reference
Any billing or purchasing reference that should be included for administrative handling, if applicable.

Additional notes
Any other information that may help Zinnovate prepare your ZinDesk service.

3. How to complete onboarding

After submitting your ZinDesk subscription request, you will receive a confirmation email.

The confirmation email includes a link to the ZinDesk onboarding form.

To complete onboarding:

  1. Open the onboarding link from the confirmation email.

  2. Review the selected ZinDesk package and service level shown on the onboarding page.

  3. Complete the onboarding form.

  4. Submit the form.

Once submitted, Zinnovate will review the information and continue the activation process.

4. What happens after you submit the onboarding form

After your onboarding form has been submitted, Zinnovate will review the information provided.

The next steps may include:

  • confirming the correct support contacts;

  • setting up or validating access to the ZinDesk support channel;

  • reviewing the supported solution or environment;

  • clarifying any missing operational or billing information;

  • scheduling an onboarding call if needed.

If no additional clarification is required, Zinnovate will continue with the activation of your ZinDesk service.

5. Payment and billing

ZinDesk supports two payment methods depending on the option selected during checkout.

Card payment
If card payment was selected, payment is processed online through Stripe.

Invoice payment
If invoice payment was selected, Zinnovate Finance will issue an invoice manually based on the billing details provided during checkout.

Invoice handling does not take place through Stripe.

6. Onboarding status

Your onboarding status may be tracked as one of the following:

Not started
Your subscription request has been received, but the onboarding form has not yet been submitted.

Submitted
The onboarding form has been submitted and is awaiting review.

In progress
Zinnovate is reviewing or processing the onboarding information.

Completed
The onboarding process has been completed.

7. Customer responsibilities

To help Zinnovate activate the service efficiently, please ensure that:

  • the billing contact information is accurate;

  • the correct support contacts are provided;

  • portal users are listed with valid email addresses;

  • the supported solution or environment is clearly described;

  • any invoice or PO reference is provided where required by your organization.

8. Support during onboarding

If you have questions during the onboarding process, please contact Zinnovate using the contact details provided in your ZinDesk confirmation email.

Please include your company name and, if available, your ZinDesk order ID or Stripe reference when contacting us.