If you have enabled the Sell-Support integration in Zendesk Sell, you can view Zendesk Sell lead and contact information on tickets and end-user pages in Support.
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:
Viewing customer information
The Sell app in Zendesk Support allows your support agents to see specific Sell information related to a Support ticket requester. This gives your support agents useful context before they reach out to provide service for 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
- Links to their website/Twitter/Facebook/LinkedIn
- Sell owner
- Type of record in Sell (e.g. Lead, Contact, Prospect, Customer)
- Status of the record
- Related deals (if applicable)
- Description of the Sell lead or contact
- Custom fields values
Notifying Sales about current Sell leads and contacts
Click Send note to sales in the Zendesk Sell app for Support to notify the sales team about existing leads or contacts that have been contacting Support. You can also add a note to the lead or contact in Sell. The note is then sent to Sell and the lead or contact owner will receive a notification.
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 Create lead directly in the Zendesk Sell app in Zendesk Support. This option only becomes available if no lead or contact is found in Sell when using the requester contact information.
Add a note (optional), and click Create. The lead with the requester name is created in Sell. The requester's email address, phone number, Twitter, Facebook and organization name are added to the lead's contact information in Sell. The lead status, owner, and source are set according to how the admin set up the Zendesk Sell-Support integration.
The note is supplemented with information about the ticket creator, and a link to the ticket will appear in the new lead's Activity Feed in Sell. The Support ticket is also updated with a comment that the lead was passed on to Sell.