If you have installed the Zendesk Sell app in Support, you can view the contact information for Zendesk Sell leads and contacts on tickets and end-user pages in Support (see About integrating Sell and Support for an overview of customer communication in your company).
The Sell app in Zendesk Support provides greater visibility between the two systems and helps support agents understand more about the requester.
This article covers the following topics:
- Viewing customer information
- Notifying Sales about current Sell leads and contacts
- Creating a lead in Sell from Zendesk Support
- Resolving common issues that occur when setting up the Sell app in Support
Viewing customer information
The Sell app in Zendesk Support allows your support agents to see specific Sell information related to a Support ticket requester. This gives your support agents useful context before they reach out to provide service for the customer. The app uses the requester's email address or phone number to pull in relevant information from Sell including:
- Information about the last point of contact
- Links to their website/Twitter/Facebook/LinkedIn
- Sell owner
- Type of record in Sell (e.g. Lead or Contact - for both the person and the company)
- Status of the record (if applicable)
- Related deals (if applicable)
- Phone numbers (work and mobile)
- Description of the Sell lead or contact
- Custom fields values
Notifying Sales about current Sell leads and contacts
Click Send note to sales in the Zendesk Sell app for Support to notify the sales team about existing leads or contacts that have been contacting Support. This will add a note to the lead or contact in Sell. The note is then sent to Sell and the lead or contact owner will receive a notification.
Creating a lead in Sell from Zendesk Support
If want to connect a requester from an incoming ticket with someone from your sales team, you can create a lead in Sell.
- In the Zendesk Sell app in Zendesk Support, click Create lead.
This option only becomes available if no lead or contact is found in Sell.
- (Optional) Add a note and click Create.
The lead with the requester name is created in Sell. The requester's email address, phone number, Twitter, Facebook and organization name are added to the lead's contact information in Sell.
The lead status, owner, and source are set according to how it is set up in the Zendesk Sell-Support integration. Depending on your combination of settings, during the lead creation process, an agent may be asked to choose a distribution or specify a sales rep that the lead will be assigned to.
The note is supplemented with the name of the agent who created the lead, and a link to the ticket that will appear in the new lead's Activity Feed in Sell. The Support ticket is also updated with a comment that the lead was passed on to Sell.
Resolving common issues that occur when setting up the Sell app in Support
If an agent cannot see the lead or contact data in the Sell app, or they cannot create leads, then it means the Sell administrator has not configured the app to allow these actions. To allow agents to see the information in the Sell app, a Zendesk Sell administrator must grant them access (see Setting up your Zendesk Sell-Support integration).
@.... 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?
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!
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.
+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.
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!
@... 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.
@..., 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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