Administrator

Business Administrator

Manages and configures the Zinc organization. Creates and manages Hotlines and Official Groups, adds and removes users, grants or revokes admin privileges for any user, sends and manages Broadcasts, and views analytics across all groups.

End User

Technician

Primary end user of Zinc. Communicates with colleagues, supervisors, and subject matter experts through Hotlines, group conversations, and direct messages. Receives real-time Broadcasts, makes voice and video calls, and uses Guest Connect Links to bring external users such as customers and partners into a conversation. Uses Connected Conversations to link Zinc chat threads to ServiceMax Work Orders, preserving service context in one place.

Dispatcher

Coordinates field work assignments and monitors active requests. Uses Zinc group conversations to communicate job details to technicians, responds to hotline requests, tracks request status, and reassigns work when priorities change.

Remote Specialist

Responds to hotline requests, shares diagnostic steps in conversation threads, and reviews captured images or video from the field to support issue resolution without an on-site visit. Provides remote guidance to field technicians through Zinc voice and video calls and live annotations.

Service Manager

Monitors team performance and communication activity through Zinc Analytics. Reviews hotline activity, conversation metrics, and call reports to identify service trends. Sends Broadcasts to communicate service bulletins, policy updates, and announcements to field teams.

Implementer

Integrator

Implementation team member who connects Zinc to enterprise systems and ServiceMax applications. Configures directory sync with Azure AD or Okta, sets up Single Sign-On, integrates Zinc with ServiceMax, and uses the Messaging API to send programmatic notifications. Also configures the Zinc Hotline Link as a custom action in ServiceMax Go and embeds Zinc in Service Board for Workspace Conversations about Jobs.