Templates: Moving Templates from Contacts to Leads

17 Comments

  • Austine Hipol
    Zendesk team member

    Hi Jeffrey,

    I'm afraid Email templates are kept separate between Leads, Contacts, and Deals within Zendesk Sell to keep prospects, customers, and all of your email templates organized within various stages of your sales cycle.

    The only way is you will need to copy and paste an email template manually under Contacts to create this template under Leads.

    That said, I would be happy to pass along your feedback to our Product Team.

    Best,

    Austine Hipol
    Customer Advocate | Zendesk Sell

    Zendesk Sell CRMVisit our Support Center Contact us:
    +1 888-670
    -4887
    support@zendesk.com

    (Mo-Fr, 8am-5pm, Pacific Time)

    -1
  • Nick Wurm

    Jeffrey Tobin this seems to be yet another shortcoming on the Sell platform at this time.

    Austine Hipol

    Templates should be able to be managed like Macros are in Zendesk Support. Having to individually copy/paste templates from Contacts to Leads doesn't make sense.

    Furthermore, forcing each Sell user to manage their template versus having the ability to share templates is another inefficient use of time and will inevitably lead to inconsistencies in templates.

    Lastly, where can we see what is on the product team's roadmap for updates to the Sell platform?

    0
  • Serene Gao

    Hi Nick Wurm!

    Sorry for the delay in our response, and thanks for the great feedback! 

    Our Product Team is currently working on an improvement project for email templates. Unfortunately, this project scope won't include making templates available across objects (Leads vs. Contacts); however, we will be adding the feature to allow admins to share templates with the entire account, which I believe would resolve part of the current issues you brought up. 

    We do not have a clear timeline for the release date of this project yet, but please do expect an update on this topic very soon!

    Thanks, 

    0
  • Nick Wurm

    Hi @...,

    Thanks for the update.

    The ability to share templates with the entire account is a step in the right direction!

    Will updates for the project release post in this thread, or should I look for that elsewhere?

    Thanks,

    NIck

    1
  • Serene Gao

    Hi Nick Wurm!

    Sorry for the delayed response, as I had to confirm with our Marketing Team.

    Please expect a product update email from the team on around July 1 which would cover email template sharing. I will also send your Account Manager a note letting them know of your interest in conversations before then.

    Thank you!

    Serene

    2
  • Peter Veal

    Has there been an update on email template sharing? We're approaching the end of July and I'm not sure if I missed an announcement or if one has yet to be made. This feature is important to my team and I'd imagine many others.

     

    Thanks,

    Peter

    1
  • Grzegorz Pogwizd
    Zendesk team member

    Hi there Peter,

    Thanks for following up with us and I'm happy to inform that we have indeed released "Shared email templates" functionality as a part of our new Reach add-on. Please take a look at this Help Center article here to learn more - https://support.zendesk.com/hc/en-us/articles/360049154533

    Best regards!

    Grzegorz Pogwizd
    Technical Support Engineer | Zendesk Sell

    Do you need more information? - Our Help Center has it all at https://support.zendesk.com/hc/en-us/categories/360002582434-Sell
    Do you prefer a live conversation? - Call us at +1 888-670-4887 press 1, Mo-Fr, 8am-5pm, Pacific Time
    Want to talk to other Sell users? - check out our Community at https://support.zendesk.com/hc/en-us/community/topics/360001380554-Sell-Q-Ab

    -1
  • Nick Wurm

    Grzegorz Pogwizd

    To be clear, we now have to pay Sell more per month to have access to this basic functionality?

    I don't understand how or why "Shared email templates" have to be tied to the Reach add-on.

    1
  • Jeffrey Tobin

    I agree with Nick Wurm! Does it really make sense to Zendesk that one must re-create every template over and over again when we should simply be able to click? 

    From your clients' viewpoint, the work - which can be quite onerous - has already been done and is in your system. Making the client pay for an extension to utilize data we've already entered into your system makes Zendesk look bad. If your extension truly added new value, I get it. But you are not adding value, only withholding from us work we have already done... and work that should be just a "click." 

    It's not only unreasonable, it's a tarnish on your reputation. 

     

    2
  • Grzegorz Pogwizd
    Zendesk team member

    Hi Nick Wurm and Jeffrey Tobin!

    Thanks for your valuable comments, they are greatly appreciated. I actually have some great news for you, as of today, "Shared email templates" are available to all Sell customers on Professional plans and above or Sell customers on the Team plan with the Reach Add-on.

    Learn more on the feature here: https://support.zendesk.com/hc/en-us/articles/360041032194-Creating-and-editing-email-templates

    I trust this helps and thanks again for your feedback. All the best!

    2
  • Peter Veal

    Grzegorz Pogwizd, I think we all understand that you've rolled out this feature as part of the Reach Add On. Our issue is that this is a feature with no additional overhead cost to Zendesk but is being withheld from users in what is nothing less than a grab for more money.

    The Reach Add On looks like an interesting add on which my team may find we need in the future for prospecting. But sharing templates is not a prospecting tool, as the other features in Reach appear to be. Sharing templates is a collaboration and management tool that should be part of the functionality of the CRM. Sharing templates literally helps to present a consistent public voice to our customers and maintains the relationships with those customers.

    I'd like to request that Sharing and Management Templates for multiple users and for Leads & Contacts be reconsidered as a tool for the Zendesk CRM Professional level and higher. It is at the Professional level that you can use the template tool. I see no reason why sharing templates should be withheld beyond this tier.

    Peter Veal

    0
  • Grzegorz Pogwizd
    Zendesk team member

    Hi Peter Veal, thanks for your comment and I wanted to clarify and confirm that the "Email template sharing" functionality is in fact available to any Sell customer on Professional or higher plan, without the need of purchasing the Reach add-on, as of today. I'm sorry if my previous comment may have been misleading or not clear enough on that part.

    Let us know in case you have any further feedback or concerns. Thanks again for your valuable input!

    1
  • Nick Wurm

    Grzegorz Pogwizd , thanks for the updates and doing the right thing here.

     

    Any chance we'll ever see this template sharing feature extended to Deals as well?

     

    Thanks again,

    Nick

    0
  • Peter Veal

    Grzegorz Pogwizd Thank you very much for the clarification. This is excellent news.

    0
  • Jeffrey Tobin


    Grzegorz Pogwizd   I'm impressed on three levels. First, Zendesk communicated about the issue with the users here, and in personal fashion. Second, Zendesk actually addressed the issue head-on with their developers; this is more than lip-servoce. And third, Zendesk made changes and made them in a timely fashion.

    Regardless of the company or platform, users generally have low expectations that issues will ever be addressed by support. This was addressed seriously and quickly. Good on you! 

    And thank you.

    1
  • Grzegorz Pogwizd
    Zendesk team member

    Thanks for the amazing feedback All, I'm so happy that we were able to address your concerns and provide a satisfying outcome :-) I hope you'll find great value in that functionality and many others to come as we continue developing our product to meet our customer's needs!

    To Nick Wurm's point - please note that sending an email on a Deal is actually sending that email to the Primary Contact that is associated with that Deal. Therefore whatever email template you create for your Contacts section, will also be available for use in the Deals section. Hope this helps.

    Best regards and happy selling with Sell! :-)

    1
  • Nick Wurm

    Grzegorz Pogwizd - Great! Thank you for the clarification!

    0

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