If you have enabled the Sell-Support integration in Zendesk Sell, you can view Zendesk Sell lead and contact information in Support tickets where the email address matches the Sell lead or contact.
You'll need a Zendesk Support account on the Team plan or higher to use the integration. All Sell plans are eligible.
The Sell App in Zendesk Support provides greater visibility between the two systems and helps support agents understand more about the requester.
This article covers the following topics:
- Creating a lead in Sell from Zendesk Support
- Notifying Sales about current Sell leads and contacts
- Viewing customer information
Creating a lead in Sell from Zendesk Support
If you'd like to connect a requester from an incoming ticket with someone from your sales team, you can create a Lead in Sell by clicking the Create Lead button directly in the Sell app in Zendesk Support.
Add a note and click Create.
Any note on a ticket from this requester, whether public or private, will appear in the new lead's Activity Feed in Sell.
A note is added in Sell about who created the lead, with a link to the support ticket. The support ticket is also updated with a comment that the lead was passed to Sell.
A lead source is added in Sell indicating the lead was passed from Support.
Notifying Sales about current Sell leads and contacts
Use the Notify Sales button on the Sell app for support agents to notify their sales team about existing leads or contacts that are contacting Support. You can add a note to the lead or contact in Sell.
The note displays in Sell, providing context to both Support and Sales teams.
Viewing customer information
The Sell App in Zendesk Support also allows your support agents to see certain Sell information related to a Support ticket requester, giving them useful context before reaching out to service the customer. The app uses the requester's email address to pull in relevant information from Sell including:
- Information about the last point of contact (method, incoming/outgoing, date, with whom)
- Website/Twitter/Facebook/LinkedIn link
- Sell owner
- Type of record in Sell (Lead, Contact, Prospect, Customer)
- Status of the record
- Related Deals (if applicable)
The information is fetched from both contacts and leads, including any company information, if present. You can configure these fields (see Configuring fields in the Zendesk Sell-Support Integration).