Connecting your email with Zendesk Sell

What's my plan?

Important: Enabling this functionality leverages Google API Services. Zendesk’s use and transfer to any other app of information received through the Google API Services connecting Zendesk Sell to your Gmail accounts will adhere to Google's Limited Use Requirements described in the Google API Services: User Data Policy.

The Sell email integration allows you to sync your existing email account to Sell, and gives you greater visibility into your sales process. Other benefits include, for example:

• Never missing a conversation with a prospect
• Knowing when your prospect opens, clicks and replies to emails in real-time
• Saves you time by auto-populating personalized emails

This article covers the following topics:

• Connecting your Microsoft Office 365 email
• Connecting your Google email (Gmail users)
• Connecting your email (other users)
• Troubleshooting email integration issues
• Next steps with your Sell email

Related articles:

• Sell email resource guide

Connecting your Microsoft Office 365 email

The process for connecting your Microsoft Office 365 email account with Sell is different depending on whether you have an existing connection or are connecting your Microsoft Office 365 email account to Sell for the first time. Everyone connecting their Microsoft Office 365 email account to Sell must follow these instructions.

Existing connections to Sell - Use basic authentication to connect your Microsoft Office 365 email account to Sell.

New connections to Sell - Use OAuth token-based authorization to connect your Microsoft email account to Sell (by default).

Note: Make sure that SMTP protocol is enabled in your Microsoft Office 365 instance.

The benefits of using OAuth 2.0 token-based authorization:

• Users can enable multi-factor authentication in Microsoft Office 365 without any impact on their email connection
• Users can change their password in Microsoft Office 365 without any impact on their email connection, because Sell is authorized using tokens instead of passwords.

To update your existing email connection with Sell from basic authentication to OAuth token-based authorization

Important: Do not disconnect and reconnect your existing basic authentication email connection using the sign in with Microsoft option.

1. Sign in to Sell.
2. Sign in to Microsoft Office 365 on the same web browser you used to sign in to Sell.
3. Click the following link to create a private token and to sign in as per the standard OAuth2 flow. https://app.futuresimple.com/apis/oauth2_connector/api/v1/oauth2/office365_mailman/authorize.json?reconnect=true

Your email connection from Microsoft Office 365 to Sell is now updated to a multi-factor connection.

To connect your Microsoft email account to Sell for the first time

1. On the Sell sidebar, click Settings (), then click Communication Channels > Email.
2. Click Sign in with Microsoft.

   

3. If you've never signed in to your Microsoft account from your current browser or session, enter your Microsoft email address (your primary email address must be the same as your username) and your password, then click Sign in.
4. At the next prompt, select the email account you want to use with Sell.

   

5. Click Accept to grant Sell permission to have offline access.

   The synchronization process starts and the following page displays:

   

6. If you have previously signed in to your Microsoft account from the browser and your session is still stored, click Sign in with Microsoft.
7. Enter your username and password (your primary email address must be the same as your username for Zendesk Sell to integrate).
8. Select the account you want to use to connect. You've now completed the first layer of authorization. Now, a similar account screen will appear again. Select the same account you previously selected.
9. Once again, click Accept to grant Sell permission to have offline access.

   The synchronization process starts and the Communication Center page is displayed again.

Depending on the size of your inbox, the initial sync with Sell can take some time. You'll receive an email notification when your inbox sync completes. The initial sync will retrieve up to 1,500 emails from your mailbox, (Inbox, Sent, Archived and other default and custom folders).

Note: Microsoft ended support for basic authentication access on September 30, 2022.

Connecting your Google email (Gmail users)

Connecting your email accounts to Sell is easy.

To connect your Gmail account

1. On the Sell sidebar, click Settings (), then click Communication Channels > Email.
2. Click Sign in with Google. Select Allow to grant Zendesk Sell permission to have offline access.

   The synchronization process starts.

Depending on the size of your inbox, the initial sync with Sell can take some time. You'll receive an email notification when your inbox sync completes. The initial sync will retrieve up to 1,500 emails from your mailbox, (Inbox, Sent, Archived and other default and custom folders).

Connecting your email (other users)

If you have an email account with any other email provider, follow these steps.

To connect your email account

1. On the Sell sidebar, click Settings (), then click Communication Channels > Email.
2. Enter your email address and password.
3. Click Connect. If you have an Exchange server or email under your own domain, you are prompted to enter your SMTP server, SMTP port, IMAP server, and IMAP port settings. For information about finding your SMTP and IMAP settings, see Email troubleshooting: SMTP and IMAP Settings. Complete all of the fields so Sell can connect to your email server.
4. If prompted, enter the SMTP server, SMTP port, IMAP server, and IMAP port, and click Connect. This information typically takes the following form:

   Protocol	Server Name	Port	Encryption Method
   IMAP4	imap.yourdomain.com	993	SSL
   SMTP	smtp.yourdomain.com	465	SSL

   If you're unsure of this information, check with your email service provider to confirm the details.

   Your email servers must have a valid, third-party SSL certificate installed (or TLS). Sell requires this to preserve the security of your data, and we will not be able to connect to your email server using unsecured servers or ports.

5. The synchronization process starts.

Depending on the size of your inbox, the initial sync with Sell can take some time. You'll receive an email notification when your inbox sync completes. The initial sync will retrieve up to 1,500 emails from your mailbox (Inbox, Sent, Archived and other default and custom folders).

Troubleshooting email integration issues

If you are having trouble with integrating your email, see Troubleshooting email integration errors.

Next steps with your Sell email

Use these articles to discover what you can do next with your email in Sell:

• Sharing email conversations with your team
• Sending bulk email messages
• Managing your Sell email, phone calls, and text messages
• Creating and editing email templates
• Monitoring email open rate and link clicks
• How do I update the email integration on my account?
• Customizing your email signature