Converting leads

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17 Comments

  • Lea Jane Hug

    The lead source should be carried to Contact. Every company wants to have documentation where their clients are coming, and if they want to have any kind of idea on what is actually working and resulting in leads that are successful and who eventually became customers. This is an important data point for the sales team and their cooperation with marketing for focusing efforts on platforms and sources that are generating sales-qualified leads.
    Not having this option seriously cripples any organization and important data is lost forever when the lead is converted. Leaving companies without any idea where their customers are coming from.
    I don't see one reason why the source would not be carried to contact. We may need to ask for this feature

    4
  • Darlene Moore

    I added documents to a Lead but when I converted it to a Contact, the documents DID NOT come over with the Lead. Why is that not happening? What happens to the documents when converting to a Contact? Where do they go? We have lots of documents we add to Leads before we ever convert to Contacts and now I have to add them to the Contact when converting which is double the work. Makes no sense to me. When you convert Leads, the documents should be carried over as well.

    1
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Tomas Herrero welcome to our Community!

    Unfortunately, it's not possible to revert this action in Sell as of today. The only way would be to create the lead manually again and delete any data that is not relevant in your account. 

    Hope this helps!

    1
  • Darlene Moore

    Absolutely! I would love more customization to remove defaults in all versions. We're doing our document insertion manually for now so we don't lose anything. We're in the basic version for now so we know that there are many enhancements in the other versions but we're at the evaluation stage where we are determining exactly what we want in those enhancements before we upgrade to the next level. For now, I have my team unchecking that box for creating a deal so we get the documents where we want them. 

    Another thing I'd like to see is refreshing the calendar events and tasks real-time from Gmail to Sell and back. It takes 15 minutes for the refresh to happen. I can do a manual refresh but that's hit and miss mostly.

    Thanks for your input!

    0
  • Austine Hipol
    Hi Elvis, 
     

    Thank you for reaching out to Zendesk Sell!

     

    Sorry to hear about this and I'm happy to assist! I just want to clarify something, if you say Zendesk-Agent tickets do you mean Zendesk Support? Are you trying to simply import data in your Zendesk Sell instance? Can you provide me withthe steps on how did you import your data?

     

    Furthermore, can you send over a screenshot of what exactly you do see when you are trying to import?



    Hope to hear from you!

    0
  • Matthew Carter

    Daniel Haimson we ran in to that issue, as far as we can tell it is completely lost (like Source). We added an extra field, Lead Creation Date, that is only editable by admins and carried over to contacts, and have an API job that sets it to the creation date on new leads.

    Without this, I have no idea how the reporting in Sell can be accurate, as it doesn't know when Contacts were first added to the system as leads...

    0
  • Matthew Carter

    Lea Jane Hug we had the same issue, I solved it by removing all the options from Lead Sources and adding a custom field that is copied over on conversion (we also made it required). the only downside is the agent has to scroll past the swathes of other fields before getting to the custom fields... but that's another issue.

    0
  • Elvis Mwakoi

    I'm using zendesk-agent tickets and zendesk sell but each time i want to import data in zendesk sell it fails to update as it was logged in the zendesk-agent ticket hence cant see it in my zendesk sell report.How do we go about this?

    0
  • Daniel Haimson

    When I convert a lead to a contact, is the Lead creation date carried in some way? How do I keep this info available even in contacts and deals?

    0
  • Gab
    Zendesk Customer Care
    Hi Elvis, 
     
    I created a ticket on your behalf and will send it to you via email so we can further discuss your Sell concern.

     
    Thank you!

     
    0
  • Matthew Carter

    Darlene Moore we found that it's inconsistent - sometimes they show up in the converted contact, sometimes not. I just tested adding a lead, adding documents then converting and they showed up this time. We have disabled the documents panel on leads so someone doesn't accidentally add documents then convert and they disappear

    0
  • Roland Hill

    Thanks Daniel Haimson and Matthew Carter for raising this and suggesting a work around.

    I was about to ask the same thing as I need to report on lead conversion via our suite of PowerBI sales visualizations. Oh well...

     

     

    0
  • Kaja

    Hi Matthew and Lea,
    I am sorry that the source information is not carried over to converted deals/contacts in the current Sell logic. If you feel this something important please leave your feedback and feature request directly to our Product Management team here: https://support.zendesk.com/hc/en-us/community/topics/360003042793--Feedback-on-Sell. They read it on a regular basis and take these requests into consideration.

    Warm Regards

    Kaja Błachowicz | Zendesk Sell | Technical Support Engineer Visit our Support Center

    0
  • Darlene Moore

    Thanks, Matthew, but disabling a function in leads isn't helpful because in our case, we add documents during the sales process prior to contract signing so those documents give us a history, telling a story of what happened, and these documents include meeting notes and such. We NEED to be able to add documents in leads and have them come over in the Contact at conversion. In my search for the answer to this question, I did discover that if I have the box checked next to Create a Deal in the conversion dialog box, the documents get put in the Deal, not the Contact. I can get to them through the Contact which at least allows me to get them and not lose them altogether. Please don't disable the document function in Leads. Some of us, I'm sure, really use that function and need it. Thanks!

     

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  • Matthew Carter

    Darlene Moore you know what, I just tested and that is exactly what happens - if "Create Deal" is ticked then the documents move to the deal and not the contact, and they aren't visible on the contact... I wouldn't be surprised if they still disappear sometimes, Zendesk Sell seems to like swallowing data when converting to contact - see the Lead Creation date and Source vanishing...

    Haha, worry not, I'm just a Sell customer - I'm talking about the Customize Layout functionality at https://app.futuresimple.com/settings/layout/leads/widgets

    I really wish they'd let us disable the "Create Deal" option when converting - would help with this issue, and with our processes sometimes the deal creation comes a bit later than converting, people don't untick that box though so we have extra unused deals.

    0
  • Tomas Herrero
    Nova Dawn is it possible to revert deal to lead? regards
     
     
    0

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