Question
How do I get note updates from Support into Sell, and notify my user?
Answer
To notify your users of a note update from Support, use a @mention to send an email notification to the Sell user.
While in your Support instance and using the Sell app, write out your note and then use the user's email address in the format of @emailaddress to push a @mention notification to the user in Sell. If you want to notify multiple users of a note update, @mention each user individually.
Prior to testing this, your users should have their notifications configured to when I am @mentioned to be notified by web alert and email.
For more information, see this article: Setting up notifications in Sell.
2 Comments
Hi Jay,
When a Support Agent selects to leave a note in Sell on a Lead/Contact, the integration will @mention the Lead/Contact Owner in Sell so they receive an email notification (unless they have opted out of notifications on Notes). That is expected behavior. It should not @mention anyone involved with the contact”, just the 1 Owner of the record in Sell.
If that is something you are experiencing we would want to take a look at it for you and check out any examples you may have.
Thanks!
Jason Schaeffer | Customer Advocate | Support@zendesk.com
Hello Kenzie,
You may need to update your article because when I send a note to sales from the support app it will automatically @ mention anyone involved with the contact - Is this correct or a glitch?
Thank you,
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