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Working with the Zendesk Sell app in Support



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Nova Dawn

Zendesk Documentation Team

Edited Jun 21, 2024


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7 comments

@.... It has been 7 months since your post.  Has there been any progress regarding the assignment of leads to specific sales people from the Support/Sell app?

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Hi @...,

Thanks for following up with us on this one, that's greatly appreciated.

Although it's still not possible to set the Owner for each individual Lead being created in Sell from the Support/Sell app, you can now select any user in the account, for the Leads to be assigned to by default - https://support.zendesk.com/hc/en-us/articles/360043089454#topic_npt_n3w_2nb__image_ihv_kt3_2nb:~:text=To%20apply%20any%20further%20configurations%2C%20go,leads%20that%20are%20created%20in%20Support.

What's great about it is the fact that this user can also be the "Distribution user", which takes advantage of our Distributions feature, allowing for the Leads to be assigned to different sales reps in a round-robin fashion. This particular feature is described in this Help Center article here - https://support.zendesk.com/hc/en-us/articles/360041513993-Distributing-leads-contacts-and-deals-across-your-Sell-team-round-robin-

I hope that this will help in solving your needs, at least partially, and we'll most certainly be working on more improvements to the integration in the future.

Thanks and best regards!

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Hello Grzegorz Pogwizd,

We are a small business and only have 4 reps.  The reps cover specific territories across North America.  It doesn't make sense for us to assign it to a pool.  We would like to assign specific reps based on their territories.  Right now, we are assigning every lead to one of the reps and he then reassigns them to the correct owner.  This 2-step process is inefficient.  

Thanks!

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+1 @... we're in a very similar scenario to you. The round-robin doesn't work for us. Seems like it was easier for the Zendesk team to develop that functionality versus allowing us to configure and route it to a specific rep.

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Thanks for the feedback @... and @.... I've spoken to the Development team and was told that they are actively working on the integration right now and would love to meet with you to learn more about your use cases and make sure that the project they'll be developing later this year will meet your needs. One of the team members will reach out to you shortly over email. Thanks and best regards!

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@... and @... Great news!!! It is now possible to freely assign Owners in Sell on-the-fly, when creating a Lead from Support! Take a look at this Help Center article describing where to set it up in Sell's settings (click on the text to get to the article) - If you want agents to have full control over assigning leads in the Support app, select the Allow agents to assign any owner check box. This means that in the app, the agent will have a list of all available Sell users and distributions that they can assign the lead to.

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@..., thanks for the update! Our team is currently testing out the new functionality. I'll let you know how it goes!

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