Integrating email with Zendesk Sell

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16 Comments

  • Michael Manning

    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?

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  • Sophie McMonagle

    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!

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  • Michael Manning

    Great! Thank you.

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  • Shaun Millward

    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?

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  • Grzegorz Pogwizd
    Zendesk team member

    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

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  • Charlie Browning

    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

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  • AustinAyers

    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.

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  • Kyle Jones
    Zendesk Customer Advocate

    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.

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  • william davidson

    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? 

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  • Nate Brown
    Zendesk Customer Advocate

    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

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  • Jeremy Holmes

    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. 

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  • Marie Laurenza
    Zendesk team member

    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

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  • Carsten Falborg
    Community Moderator

    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?

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  • Ewa Sobula
    Zendesk Product Manager

    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.

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  • AustinAyers

    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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  • Ryan Anderson-Smith

    Would be great to see multi-email support soon

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