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:
Related articles:
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).
- 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
- Sign in to Sell.
- Sign in to Microsoft Office 365 on the same web browser you used to sign in to Sell.
- 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
- On the Sell sidebar, click Settings (), then click Communication Channels > Email.
- Click Sign in with Microsoft.
- 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.
- At the next prompt, select the email account you want to use with Sell.
- Click Accept to grant Sell permission to have offline access.
The synchronization process starts and the following page displays:
- If you have previously signed in to your Microsoft account from the browser and your session is still stored, click Sign in with Microsoft.
- Enter your username and password (your primary email address must be the same as your username for Zendesk Sell to integrate).
- 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.
- Once again, click Accept to grant Sell permission to have offline access.
The synchronization process starts and the Communication Center page is displayed again.
Connecting your Google email (Gmail users)
Connecting your email accounts to Sell is easy.
To connect your Gmail account
- On the Sell sidebar, click Settings (), then click Communication Channels > Email.
- 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
- On the Sell sidebar, click Settings (), then click Communication Channels > Email.
- Enter your email address and password.
- 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.
- 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.
- 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.
11 comments
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?
0
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 support@zendesk.com - Call us at +1 888 670 4887 Mon-Fri 8am-5pm PT
0
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.
5
Marie Laurenza
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
0
Carsten F.
Hi
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?
0
Ewa Sobula
Hi,
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).
Note:
Sequences are available in Reach add-on. If you don’t have Reach, you can activate its trial in Sell’s Settings > Lead Sequences.
0
Austin Ayers
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?
3
Ryan Anderson-Smith
Would be great to see multi-email support soon
2
Mandy Crutchfield
I have the same question as Austin Ayers above. Looking for a more modern authentication method.
1
Dane
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.
-1
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.
1