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)
If you have a Gmail account, the process to integrate is very easy.
To integrate your Gmail account
- Click the Settings icon (
), then select Communication Channels > Email.
- 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)
To integrate your Office 365 account
- Click the Settings icon (
), then select Communication Channels > Email.
- Click Sign in with Microsoft. Select Accept to grant Zendesk Sell permission to have offline access.
The synchronization process starts.
Integrating your email (other users)
If you have an email account with any other email provider, follow these steps.
To integrate your email account
- Click the Settings icon (
), then select Communication Channels > Email.
- Enter your email address and password.
- 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.
- 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.
- 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.
15 Comments
We currently have an on prem Exchange server. When we were going through the sales process we were told there were features that the Outlook plugin would only provide if we use O365 hosted Exchange. Is this the case? Based on this article it does not appear to be. Are there limitations integrating Sell with an on prem Exchange environment?
Hi Michael Manning,
You can integrate Sell with an on-premise Exchange server - I don't know of any specific limitations. if you are having problems, take a look at our troubleshooting information: https://support.zendesk.com/hc/en-us/articles/360041515413#%E2%80%9C004%E2%80%9D or please raise a support ticket.
Thanks!
Great! Thank you.
Does this functionality require IMAP to be enabled or is SMTP enough?
We have a client who uses Office 365 and I'm struggling to work out how this can work as O365 doesn't have an obvious SMTP / IMAP connection - the connection works using autodiscover and modern authentication. Is there a way to get this working with Office 365?
Also ,we're trying to move a client away from some of these older and less secure protocols so ideally would like to not have to re-enable IMAP.
If it does require IMAP, assumedly this is just needed on an account-by-account basis?
Hi Shaun,
Thanks for reaching out with this question and I'm happy to clarify.
Yes, IMAP is currently required as well, in order to integrate your email account with Sell, but as you noted it is on a account-by-account basis (so it can be enabled on the server side just for specific users that need their email integrated in Sell).
I hope this helps, but in case you have any other questions or concerns please do let me know. Best regards!
Grzegorz Pogwizd
Technical Support Engineer | Zendesk Sell
Do you need more information? - Our Help Center has it all at https://support.zendesk.com/hc/en-us/categories/360002582434-Sell
Do you prefer a live conversation? - Call us at +1 888-670-4887 press 1, Mo-Fr, 8am-5pm, Pacific Time
Want to talk to other Sell users? - check out our Community at https://support.zendesk.com/hc/en-us/community/topics/360001380554-Sell-Q-Ab
Hi, I'm trying to determine how best to put in a general "customercare@x.com" email, in addition to individual emails for team members? So rep1 can access both rep1@x.com email, and customercare@x.com, how can they get both into Sell? Rep2 has rep2@x.com and also will field questions from customercare, and may be assigned those by mgr1@x.com as that person is managing the team.
What's the best way to integrate these emails per user and also have the incoming general account integrated?
Thanks!
Charlie
Following up on Shaun's Comment. We are restricted from using legacy Authentication protocols necessary to support SMTP and IMAP with Exchange Online (office 365). Is there any support for modern auth integration with Exchange online and the sell email component, perhaps on a future roadmap?
While I understand that this restriction is self enforced by our org. The nature of the user population using this app are of much higher risk because sales peoples contact information is often more publicly available. As such enabling the protocol for these users often results in immediate warning and alerts about failed login attempts using the legacy protocols as threat actors attempt to bruteforce the accounts.
I would be very grateful if SELL would prioritize a modern integration experience with exchange online.
Hey there Charlie!
Unfortunately, it doesn't appear to be possible to add a general email at this time, there is only the option to add individual emails for your team members.
@Austin
I've been informed we now do support modern Authentication, and this should have been accessible as of a few months ago.
Kyle Jones Is it possible and if so what are the downsides to using one Gmail email account for all users? So effectively you have one email account shared across 3 sales people? Each logs into the same email account once they are inside of zendesk sell?
Hi William!
If you integrate the same email for multiple users, you will not be able to know who sent which email, and therefore will not be able to get accurate reporting on email activity by user. As well, fields like "days since last communication" will not be user-specific. As well, you may run into email send-out issues if your server has a daily send limit. Finally, it may be inconvenient that another user may open an email not intended for them, marking it read. Integrating the same email for multiple users is not something we recommend or directly support, but you are more than welcome to give it a shot and let us know if you have any questions!
Nate Brown
Customer Advocate | Zendesk Sell CRM
Visit our Support Center - Email us at support@zendesk.com - Call us at +1 888 670 4887 Mon-Fri 8am-5pm PT
Why would there not be an option to have a primary email address for an entire team? This is a basic functionality of your Support product but there does not seem to be any logical reason you can not provide this in Sell as well. Most teams use individual email accounts for both internal and external communication. We would want complete visibility into any customer communications across an entire team and not just on an individual account level. The functionality of email in Sell seems to be designed solely for very small businesses and not enterprise level which should definitely be discussed and disclosed more both in your admin training and sales pitches.
Hi Jeremy,
Appreciate your feedback. While Sell does not have the option to have a primary email for an entire team at this time, we do have the ability to provide that complete visibility into any customer communications across an entire team. Check out the article on how to set up global email visibility in Sell here.
I also encourage you to post this product enhancement request in our Community here so that if others share your desire, we can track those signals and prioritize the product development accordingly.
-Marie Laurenza
Product Solutions Manager, Zendesk
Hi
Is it possible to allow one sales rep to send email on behalf of another sales rep? In our setup i have a sales doing the initial cold calling and if the conversation ends with "please send us an email" i want that rep to send it from the email account of the sales rep that will do the follow-up.
Is that possible?
Hi,
It’s not possible to send an email on someone else’s behalf directly from Sell. However, in your setup, you might want to check out our email sequences and Zapier. One way could be to:
- Instruct the first rep to reassign a lead ownership to the sales person who will be doing the followups and then update this lead’s status in Sell.
- Set up a zap in Zapier where every time this lead status is set for a lead, then automatically a sequences of email followups is started. You can there set this sequence to be sent on behalf of the lead owner (see Managing leads in sequences via API and Zapier).
Note:
Sequences are available in Reach add-on. If you don’t have Reach, you can activate its trial in Sell’s Settings > Lead Sequences.
As it appears that the integration between Gsuite and Sell is handled over APIs is there such an integration in the plans for Exchange online (365)?
Speaking candidly does Sell have any plans to update the email channel integration (away from legacy protocols, and perhaps with a more limited scope)? This is debatably the most valuable component of the sell platform. For an org like mine my largest concern is scoping the email that the sell platform has access to. The nature of our business means that our sell resources may receive regulated data. understandably we cant have unrestricted access to our employee and potentially client data in a third party platform; and this is what is preventing us from fully utilizing this feature. Is there any consideration of this within the product?
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