Integrating email with Zendesk Sell

Important: Enabling this functionality leverages Google API Services. Zendesk’s use and transfer to any other app of information received through the Google API Services connecting Zendesk Sell to your Gmail accounts will adhere to Google's Limited Use Requirements described in the Google API Services: User Data Policy.

With Sell email integration, you can sync your existing email account to Sell. This gives you great visibility into your sales process:

• Never miss a conversation with a prospect
• Know when your prospect opens, clicks and replies to emails in real-time
• Save time by auto-populating personalized emails

This article covers the following topics:

• Integrating your email (Gmail users)
• Integrating your email (Office 365)
• Integrating your email (other users)
• Troubleshooting email integration issues
• Next steps with your Sell email

Integrating your email (Gmail users)

If you have a Gmail account, the process to integrate is very easy.

To integrate your Gmail account

1. Click the Settings icon (), then select Communication Channels > Email.
2. Click Sign in with Google. Select Allow to grant Zendesk Sell permission to have offline access.

   The synchronization process starts.

Depending on the size of your inbox, the initial sync with Sell can take some time. You'll receive an email notification when your inbox sync completes. The initial sync will retrieve up to 5,000 emails from your mailbox, (Inbox, Sent, Archived and other default and custom folders).

Integrating your email (Office 365 users)

If you have an Office 365 account, the process to integrate is very easy.

Note: Make sure that SMTP protocol is enabled in your Office 365 instance.

To integrate your Office 365 account

1. Click the Settings icon (), then select Communication Channels > Email.
2. Click Sign in with Microsoft. Select Accept to grant Zendesk Sell permission to have offline access.

   The synchronization process starts.

Depending on the size of your inbox, the initial sync with Sell can take some time. You'll receive an email notification when your inbox sync completes. The initial sync will retrieve up to 5,000 emails from your mailbox, (Inbox, Sent, Archived and other default and custom folders).

Note: Microsoft is ending support for Basic Authentication access, see how this impacts Office 365 integrations in Sell.

Integrating your email (other users)

If you have an email account with any other email provider, follow these steps.

To integrate your email account

1. Click the Settings icon (), then select Communication Channels > Email.
2. Enter your email address and password.
3. Click Connect. If you have an Exchange server or email under your own domain, you are prompted to enter your SMTP server, SMTP port, IMAP server, and IMAP port settings. For information about finding your SMTP and IMAP settings, see Email troubleshooting: SMTP and IMAP Settings. Complete all these fields so that Sell can connect to your email server.
4. If prompted, enter the SMTP server, SMTP port, IMAP server, and IMAP port, and click Connect. Traditionally, this information takes the following form:

   Protocol	Server Name	Port	Encryption Method
   IMAP4	imap.yourdomain.com	993	SSL
   SMTP	smtp.yourdomain.com	465	SSL

   If you're unsure of this information, check with your email service provider to confirm the details.

   Your email servers must have a valid, third-party SSL certificate installed (or TLS). Sell requires this to preserve the security of your data, and we will not be able to connect to your email server using unsecured servers or ports.

5. The synchronization process starts.

Depending on the size of your inbox, the initial sync with Sell can take some time. You'll receive an email notification when your inbox sync completes. The initial sync will retrieve up to 1,500 emails from your mailbox (Inbox, Sent, Archived and other default and custom folders).

Troubleshooting email integration issues

If you are having trouble with integrating your email, see the email troubleshooting guide.

Next steps with your Sell email

These articles provide information about what you can do next with email in Sell:

• Sharing email conversations with your team
• Sending bulk emails
• Managing your emails in Communication Center
• Using email templates
• Checking that my email recipient has opened my email
• Updating the email integration on your Sell account
• Customizing your email message signature