Working with the Zendesk Sell app in Support

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10 Comments

  • Rodger Bradford
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    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!

    3
  • Emma Tett
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    '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!

    1
  • Holger Winkelmann
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    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?

    1
  • Rodger Bradford
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    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.  

     

    0
  • Sophie McMonagle
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    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!

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  • Rodger Bradford
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    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!

     

    2
  • Sophie McMonagle
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    Hi Rodger Bradford,

    Understood! I'll pass your feedback onto the Product team.

    Thanks!

    0
  • Marco Hadiyanto
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    Hi,

    Can support directly create a deal to zendesk Sell? since it's existing customer.

    Thanks

    Marco

    0
  • Sharie Salilaguia
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    Hi Marco,

    I'm afraid there is no deal integration between Sell and Support. When you connect Support to Sell, you will be able to create leads in Sell from people who write in to Support and have the Sell User create the Deal from that Lead. I'm sorry if the feature you are looking for is not available at the moment. We'll be happy to pass your feedback to the Product team.

    Regards,

    Sharie Salilaguia
    Customer Advocate | Zendesk Sell

    Zendesk Sell CRM Visit our Support Center

    Contact us: +1 888-670 -4887

    support@zendesk.com

    (Mo-Fr, 8am-5pm, Pacific Time)

    0
  • Claudio Scafesi
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    Hi Sophie McMonagle, are there any updates on the topic pointed out by Rodger Bradford?


    We also would like the ability to assign the Sell agent through the Zendesk Sell app in Zendesk Support. Thank you!

    0

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