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)
- Phone
- Address
- 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.
14 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!
Hi,
Can support directly create a deal to zendesk Sell? since it's existing customer.
Thanks
Marco
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)
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!
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.
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 https://support.zendesk.com/hc/en-us/categories/360002582434-Sell
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 https://support.zendesk.com/hc/en-us/community/topics/360001380554-Sell-Q-Ab
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
Thanks!
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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