If your Sell account was created before January 7, 2020, and has not yet been connected to the Zendesk platform, it is considered a legacy account.
This article cover the following frequently asked questions
- Do I have to connect my Sell account to the Zendesk platform?
- Are there any additional costs or subscription changes required?
- What are the benefits of connecting my Sell account to the Zendesk platform?
- How do I know if my Sell account has been connected to the Zendesk platform?
- What happens if I have configured Single Sign On (SSO) in Sell?
- Will anything change with the data in my account?
- What changes do occur when I connect my Sell account to Zendesk?
- What will look different in Sell when it is connected to the Zendesk platform?
- How do I sign in to a Sell account on the Zendesk platform for the first time?
Do I have to connect my Sell account to the Zendesk platform?
Yes. To fully integrate the original Sell systems (from when Zendesk acquired Base CRM in 2018) with the modern Zendesk systems, you must connect your legacy account to the Zendesk platform. The connection brings enhanced security and compliance, and access to the best of Zendesk.
Are there any additional costs or subscription changes required?
No. Your subscription does not change in any way at all and there is no extra cost. In fact connecting your legacy account to the Zendesk platform takes less than five minutes and is a net benefit that includes updated features and more accessibility.
What are the benefits of connecting my Sell account to the Zendesk platform?
There are numerous benefits in connecting your legacy Sell account to the advanced functionality of the Zendesk platform, including:
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Enhanced account security and administration, including single sign on and two-factor authentication.
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Advanced integrations between Zendesk products, (including Chat and Support, and custom reporting powered by Explore).
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Access to the Zendesk Marketplace, which has hundreds of apps and integrations for Zendesk products.
To connect your account to the Zendesk platform, see Connecting your legacy Sell account to the Zendesk platform.
How do I know if my Sell account has been connected to the Zendesk platform?
You will know if your legacy Sell account has been connected to the Zendesk platform if
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You can sign into Sell with a unique subdomain.
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You can see the Zendesk product tray in the top right corner of Sell. The product tray enables you to navigate to other Zendesk products or go to the Zendesk Admin Center.
What happens if I have configured Single Sign On (SSO) in Sell?
If you have configured Single Sign On (SSO) for your account in Sell, you need to reconfigure SSO in Zendesk as soon as your Sell account is connected to the Zendesk platform. Your existing Sell SSO settings will work for seven days after migration.
Will anything change with the data in my account?
No Sell data is moved, migrated, or changed in any way when you connect your account to the Zendesk platform (see What changes occur when I connect my Sell account to Zendesk?)
What changes do occur when I connect my Sell account to Zendesk?
By connecting your legacy Sell account to the Zendesk platform, you are linking your Sell account to the Zendesk admin and staff service. This allows you to take advantage of a constantly growing set of Zendesk platform capabilities. No Sell data is moved, migrated, or changed in any way. The data tables and IDs of Sell remain exactly the same.
The few changes are:
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User log in changes
- Sell Users must do a one time password reset.
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Sell mobile app sign in - Sign in with the Zendesk subdomain, as outlined in Signing into the Sell mobile app.
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Sell web sign in - From now on, sign in to your unique Zendesk subdomain <company-specific Zendesk subdomain>.zendesk.com/sell.
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User management changes
- Sell Admins will use Zendesk Admin Center going forward to manage Sell Users. Zendesk’s Admin Center provides additional functionality to manage users including resetting passwords, verifying users, and providing product access.
- Sell Users will be granted a free seat in Support if Sell is connected to an existing Zendesk subdomain
- Sell Users will be added to Support in the Contributor role in the default Support Group.
Note: Contributor agents do not use a paid seat in Support. If Sell Users have their Contributor license revoked in Support, then they will lose their access to Zendesk Sell. To reactivate a user in Zendesk Sell, a Sell Admin must go to Sell > Settings > Users > Pending actions.
- Product Tray added to Sell UI - Sell Users will be able to navigate Zendesk and access the Admin Center using the Product Tray
- Sell Admins can install apps from the Zendesk Marketplace
What will look different in Sell when it is connected to the Zendesk platform?
Nothing in the Sell UI changes when a Sell account is connected to the Zendesk platform, other than the Zendesk Product Tray appears in the top right. All other UI elements -- Lead, Contacts, Deals, Smart Lists, etc., remain exactly the same.
How do I sign in to a Sell account on the Zendesk platform for the first time?
If you use Sell and other Zendesk products (for example, Zendesk Support or Guide), your Zendesk accounts are linked during the connection process. The direct link to Sell for Zendesk platform accounts is your <company-specific Zendesk subdomain>.zendesk.com/sell.
When you sign in to your Sell subdomain account for the first time, check your email inbox for the following Zendesk system emails:
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A request to reset your password, (this specifically applies to users whose account is set up exclusively for Sell).Note: If you have a joint account then you don't have to reset your password, as your account already exists in Zendesk. However, if your joint account is set up for Sell only, then you must reset your password.
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Sign in details for your Zendesk account, including the unique URL that you will use to sign in to Sell from now on, and your email address.
To log in to your account, ensure you follow the instructions in the email(s) and to update any bookmarks or shortcuts you have to Sell to your unique URL:
<company specific Zendesk subdomain>.zendesk.com/sell.
If you are having trouble logging in to Sell, see Troubleshooting sign in issues.