Troubleshooting common email problems in Sell

As described in Integrating email with Zendesk Sell, with the Sell email integration you can sync with an external email system such as Google Mail and Microsoft Exchange. Setting up an integration means that email messages in your external email server are mirrored into Sell and paired with your leads and contacts.

When you set up this integration, you may encounter problems and need to do some troubleshooting to resolve your issues. This article provides an overview of what you may encounter and where to find troubleshooting information.

Email integration requirements and limitations

Sell provides support for Google Mail and Microsoft Exchange, meaning that when you follow instructions to set up your email integration in Sell, you should have no issues with syncing your email and using the integration. However, if you’re using a different email system, you should be aware of the following requirements.

• You need a valid third party Secure Sockets Layer (SSL) or Transport Layer Security (TLS) certificate. TLS is a predecessor of the SSL certificate, now deprecated, that may however still be in use.
• You need to know your IMAP and SMTP settings. If you have a different protocol enabled (for example, POP3, which is not supported) you'll still need to enable IMAP and SMTP to integrate your email in Sell. See Email troubleshooting: SMTP and IMAP Settings.
• Sell only supports OAuth2 for Gmail and Office 365 for 2-step verification. If you have any form of 2-step verification enabled on your email (and you don't use Gmail/Office 365), try checking to see if you can create an app-specific password.
• Each Sell user can only integrate with one email address. You also have the option of using a BCC email address to send to and attach email messages from email addresses that are not integrated to Sell. See Using the BCC email address for external email messages.

Common email integration issues

The errors that you might encounter when integrating your external email with Sell are usually related to the SSL (or TLS) certificate  and the IMAP and SMTP settings. For information about the errors you might encounter, see Email troubleshooting: Email integration errors.

Common email delivery issues

After you’ve successfully set up an email integration, you might encounter an error related to the delivery of your messages. For example, the recipient (a lead or contact) not receiving the message you sent. For more information about these errors, see Email troubleshooting: Email delivery errors.

Reasons why your email is not syncing or you have missing email messages

If you’re expecting to see email messages in your Sell account that you are not, there may be a fairly simple reason that has nothing to do with configuring your email integration. For more information, see Email troubleshooting: Email messages not syncing, missing.