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 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)
- Phone
- Address
- Description
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).
7 Comments
Hello, we recently installed the Sell App for Support. One of the shortcomings is the inability to select the Assignee on the Sell side of things. From what I can gather, all of the Notify Sales tickets can only go to one person. This person is assigned via the Sell Admin>Integration panel.
We would like the ability to assign the Sell agent through the app. Thank you!
'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"
- Is there a way to automatically notify the sales team or the person the new lead is assigned to that a new lead has been created?
I don't want to have to ping an email to the sales team every time I create a new lead, leads will fall between the cracks.
Thanks!
hello - I am an admin in Zendesk Support and we have an employee in zendesk SELL - We have taken the following steps: 1. I as Support Admin have installed the APP in Support
2. employee has set up the link in SELL
Unfortunately SELL APP does not connect with the support and vice versa? What are we doing wrong?
Emma Tett We recently set up Sell for our sales team and I am happy to share how we are using the Sell app in Support. The app can only send a lead to one person, let's call that person the Sell Admin. When a lead is created in Support and sent via the Sell app, the Sell Admin receives a notification. The Sell Admin can then assign the lead to a specific Sell agent and the specific agent receives the notification of the assignment.
One thing that is crucial to make this work is that each Sell agent has to set up their own notification style in Settings.
Rodger Bradford and Emma Tett
Just to let you know that you can now assign leads to a distribution pool in Sell, so that you can use a round robin mechanism to allocate the leads to your sales team.
Whenever a lead is allocated, the next user in the distribution pool gets a notification (based on their notification settings in Sell).
You can read more about distribution pools here: https://support.zendesk.com/hc/en-us/articles/360041035994-Creating-distribution-pools-round-robin-for-allocating-leads-contacts-and-deals
Thanks!
Hello sophie,
We are a small business and only have 4 reps. The reps cover specific territories across North America. It doesn't make sense for us to assign it to a pool. We would like to assign specific reps based on their territories. Right now, we are assigning every lead to one of the reps and he then reassigns them to the correct owner. This 2-step process is inefficient.
Thanks!
Hi Rodger Bradford,
Understood! I'll pass your feedback onto the Product team.
Thanks!
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