If your Sell account was created before January 7, 2020, and has been migrated to Zendesk, you'll see some changes to signing in, resetting your password, user profile settings, and security settings.
How do I know if my account has been migrated?
Your account will be migrated if you want to make the most of features such as apps in the Zendesk Marketplace. You'll know if it is migrated because you won't be able to sign in to your usual Sell URL anymore. You'll need to follow these instructions to sign in instead.
After the migration, user profile settings can be edited by admins only, using the Zendesk Admin Center (see Using Zendesk Admin Center). You might already be familiar with Admin Center if you have other Zendesk products in your suite.
You can manage your Sell account directly from Admin Center, or use links in Sell to be redirected to the relevant places in Admin Center.
Don't delete contributors that are added as a result of migration.
If you would like to migrate your account, see Getting access to Zendesk.
What if I have multiple accounts with Zendesk?
If you have a Sell Legacy account, and you use other Zendesk products (for example, Zendesk Support or Guide), you'll need to merge your accounts during the migration. Alternatively, you might have created a new Sell account after January 7, 2020, and want to merge the account with your existing Sell Legacy account.
If that is the case, you can choose this option during the migration procedure, and follow the steps to merge the accounts.
See Migrating your Sell account to Zendesk to start migration.
What happens if I have configured Single Sign On (SSO) in Sell?
If you have configured Single Sign On (SSO) for your account in Sell, the Sell account admin needs to reconfigure SSO in Zendesk. Your existing SSO settings only work for seven days after you migrate.
- Sell users need to set a Zendesk password within seven days of the migration.
The user receives an email explaining what they need to do. If a user does not set their Zendesk password within seven days, they will not be able to log on to Sell until they set their Zendesk password, or SSO is reconfigured.
- As an admin, you can reconfigure SSO at any time after the migration, but after seven days your existing SSO settings will no longer work and users will use their Zendesk username and password to sign in to Sell.
If you reconfigure SSO within seven days of migration and a user hasn't set their Zendesk password yet, the user will simply sign in using as usual and they are redirected to the company SSO page.
For more information about reconfiguring SSO in Zendesk after your migration, see Configuring SSO settings.
Known migration considerations in Sell
- Sell mobile app universal sign in: If you start using the new Zendesk URL from your desktop, you will also need to use this URL with the Sell mobile app. You'll be able to continue to use the old Sell URL on your mobile until you sign out of the app. When you next sign in to the mobile app, you'll need to use the Zendesk URL.
- API authorization: 2-legged OAuth (that is, Resource Owner Credentials OAuth Authentication Flow) will no longer work. You'll need to use 3-legged OAuth (that is, Authorization Code Flow) instead, or you can generate personal access tokens (see OAuth requests).
- Billing: An attempt will be made to move your account to Zendesk's billing system. If your billing is moved, you will need to re-enter the account's payment method by the next invoice date. Sales tax will be included if required. Learn about managing payments and managing invoices.
- Permission settings: Only admins can manage subordinates. This is because you need admin rights to manage a user's profile.
- Google Gadget: You can't connect Google Gadget with your Zendesk Sell account. If you have Google Gadget currently installed on your Sell account, you won't lose access, however if the Google Gadget gets disconnected at any point in the future, you won't be able to reinstall.
- Support Portal: You can't sign in to the Zendesk Support Portal using the standard sign in button. Instead, click Get Help in your Sell account to access your submitted tickets.
Signing in to a migrated account for the first time
After the account is migrated, all Sell users need to activate a new account in Zendesk, and then sign in to Sell using a new URL. You'll be notified when you try to sign in to Sell using the old URL.
If you are the account administrator, you will have already had your Zendesk account activated during migration.
To sign in to your migrated account for the first time
- Check your email inbox for two Zendesk emails:
- A request to set or reset your Zendesk password
- Sign in details for your Zendesk account, including the URL that you will use to sign in, and your email address
- Follow the instructions in each email to activate your account.
Use the Zendesk URL every time you sign in to Sell. If you don't activate your new account, and try and sign in to your Sell account using the app.futuresimple.com URL, you'll see a screen informing you that you need to sign in to Sell using a Zendesk URL from now on. You won't be able to sign in to Sell anymore using the old URL.
If you have multiple domains, and you type app.futuresimple.com, you are redirected to the Zendesk domain sign in page.