If you have enabled the Sell-Support integration in Zendesk Sell, you can view any Zendesk Sell leads and contacts directly in Support through the Sell app.
You'll need aZendesk 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
- Creating a lead and adding a note in Sell from Support
- Notifying Sales about current Sell leads and contacts
- Viewing customer information
Creating a lead in Sell from Zendesk Support
If a requester from an incoming ticket would have a more meaningful conversation with someone from your sales team, quickly create a Lead in Sell by clicking on the "Create Lead" button directly in the Sell app in Zendesk Support.
Creating a lead and adding a note in Sell from Support
Any note on a ticket from this requester, whether public or private, will appear in the customer's activity feed in Sell.
Creating a lead in Sell from Support will add a note in Sell about who created the lead, and link it to the support ticket. Additionally, the app will automatically add a lead source 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. This allows you to 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 here: Configuring fields in the Zendesk Sell-Support Integration.