Working with the Zendesk Sell app in Support

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  • Rodger Bradford

    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!

  • Emma Tett

    '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. 


  • Holger Winkelmann

    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?

  • Rodger Bradford

    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.  


  • Sophie McMonagle

    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:


  • Rodger Bradford

    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.  



  • Sophie McMonagle

    Hi Rodger Bradford,

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


  • Marco Hadiyanto


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



  • Sharie Salilaguia

    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.


    Sharie Salilaguia
    Customer Advocate | Zendesk Sell

    Zendesk Sell CRM Visit our Support Center

    Contact us: +1 888-670 -4887

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

  • Claudio Scafesi

    Hi @..., 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!

  • Steven Harrell

    Any chance we can have the ability to choose the rep we want to assign the lead to from Support? Right now it's just a lead sitting there without knowing who to assign it to without asking for clarification, etc. 

  • Grzegorz Pogwizd

    Hi there Steven,

    That's a great question and although it is not possible to do that yet, we are already working hard on additional functionalities for our Sell <> Support integration.

    We plan to release an improved version of the integration later this year, and the ability to choose the Sell owner of a Lead created from Support is one of the things we consider.

    Please stay tuned to our newsfeeds not to miss this release :-)

    Best regards!

    Grzegorz Pogwizd
    Technical Support Engineer | Zendesk Sell

    Do you need more information? - Our Help Center has it all at
    Do you prefer a live conversation? - Call us at +1 888-670-4887 press 1, Mo-Fr, 8am-5pm, Pacific Time
    Want to talk to other Sell users? - check out our Community at

  • Carlos Martinez

    Hello Sophie McMonagle,

    In my company we are facing right now an issue regarding the feature "distribution pool in Sell".

    Everything was working as expected until today, every time that we create a Lead the owner is set to the pool name instead of just allocate someone which is inside of the specific pool using the round robin algorithm.

    We've tried to create those Leads from different sources, but the result obtained is the same for all of them.

    Looking forward to heard from you


  • Katie Dougherty
    Zendesk Community Team

    Hi Carlos Martinez,

    Thank you for reaching out! 

    If you are still experiencing this issue, we would be happy to further investigate your account. Our team can walk you through some troubleshooting steps and discuss specific examples. 

    Contact Zendesk Customer Support and let me know if you have any additional questions! If Carlos's troubleshooting steps are applicable to all accounts, I will be sure to post the steps back here in the Community.

    Thank you! 


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