Connecting your email with Zendesk Sell

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  • william davidson

    @... Is it possible and if so what are the downsides to using one Gmail email account for all users? So effectively you have one email account shared across 3 sales people? Each logs into the same email account once they are inside of zendesk sell? 

  • Nate Brown

    Hi William!

    If you integrate the same email for multiple users, you will not be able to know who sent which email, and therefore will not be able to get accurate reporting on email activity by user. As well, fields like "days since last communication" will not be user-specific. As well, you may run into email send-out issues if your server has a daily send limit. Finally, it may be inconvenient that another user may open an email not intended for them, marking it read. Integrating the same email for multiple users is not something we recommend or directly support, but you are more than welcome to give it a shot and let us know if you have any questions!

    Nate Brown
    Customer Advocate | Zendesk Sell CRM
    Visit our Support Center - Email us at - Call us at +1 888 670 4887 Mon-Fri 8am-5pm PT

  • Jeremy Holmes

    Why would there not be an option to have a primary email address for an entire team? This is a basic functionality of your Support product but there does not seem to be any logical reason you can not provide this in Sell as well. Most teams use individual email accounts for both internal and external communication. We would want complete visibility into any customer communications across an entire team and not just on an individual account level. The functionality of email in Sell seems to be designed solely for very small businesses and not enterprise level which should definitely be discussed and disclosed more both in your admin training and sales pitches. 

  • Marie Laurenza
    Zendesk Engineering

    Hi Jeremy,

    Appreciate your feedback. While Sell does not have the option to have a primary email for an entire team at this time, we do have the ability to provide that complete visibility into any customer communications across an entire team. Check out the article on how to set up global email visibility in Sell here

    I also encourage you to post this product enhancement request in our Community here so that if others share your desire, we can track those signals and prioritize the product development accordingly.

    -Marie Laurenza
    Product Solutions Manager, Zendesk

  • Carsten -


    Is it possible to allow one sales rep to send email on behalf of another sales rep? In our setup i have a sales doing the initial cold calling and if the conversation ends with "please send us an email" i want that rep to send it from the email account of the sales rep that will do the follow-up.

    Is that possible?

  • Ewa Sobula
    Zendesk Product Manager

    It’s not possible to send an email on someone else’s behalf directly from Sell. However, in your setup, you might want to check out our email sequences and Zapier. One way could be to:
    - Instruct the first rep to reassign a lead ownership to the sales person who will be doing the followups and then update this lead’s status in Sell.
    - Set up a zap in Zapier where every time this lead status is set for a lead, then automatically a sequences of email followups is started. You can there set this sequence to be sent on behalf of the lead owner (see Managing leads in sequences via API and Zapier).

    Sequences are available in Reach add-on. If you don’t have Reach, you can activate its trial in Sell’s Settings > Lead Sequences.

  • Austin

    As it appears that the integration between Gsuite and Sell is handled over APIs is there such an integration in the plans for Exchange online (365)?

    Speaking candidly does Sell have any plans to update the email channel integration (away from legacy protocols, and perhaps with a more limited scope)?  This is debatably the most valuable component of the sell platform.  For an org like mine my largest concern is scoping the email that the sell platform has access to.  The nature of our business means that our sell resources may receive regulated data.  understandably we cant have unrestricted access to our employee and potentially client data in a third party platform; and this is what is preventing us from fully utilizing this feature.  Is there any consideration of this within the product?

  • Ryan Anderson-Smith

    Would be great to see multi-email support soon

  • Mandy Crutchfield

    I have the same question as Austin above. Looking for a more modern authentication method. 

  • Dane
    Zendesk Engineering

    Hi Mandy,

    I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 

  • Jimmy Hunter

    Since Office 365 no longer supports these methods, and over 85% of our corporate clients are on office 365 - i would suggest finding a solution pretty damn quick or you're closing your product off to a lot of potential clients - seems counter-intuitive for a company focused on CRM !

    I am here because we have a client trying to setup Zendesk Sell, cant get anyone from zendesk support on the phone, the chat and other support methods keep sending us the same link to outdated instructions - I am going to tell the client to find another vendor. 


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