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Contacts don't sync between Sell and Support
Posted Feb 10, 2021
I was very surprised to see that any contact in sell does not sync into support. I hope this is in the future plan.
13
17
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Posted Feb 10, 2021
I was very surprised to see that any contact in sell does not sync into support. I hope this is in the future plan.
13
17 comments
Walter Renkema
This is a huge limitation when using the integration between Sell & Support. The people you service in Support are not always the same people as you sell to with Sell CRM. Currently when someone is not in Sell, you can not see open tickets from their colleagues on the Company level as they don't exist in Sell and aren't matched on the domain level.
It is a big miss, because you currently do not have a "full" overview of that company in terms of the support you are providing.
Possible solutions:
1. Make sure you are able to filter through the domain of that specific company in Support and show these tickets as well.
2. Make a technical connection that automatically pushes all contact from Support into Sell when it matches a company in Sell CRM. Basically auto-fill contact from Support into Sell. This can become quite messy, very fast.
7
Walter Renkema
@... could you please edit the name of the head of your post? It says "seel" instead of "sell". Otherwise other people might not find this through a Google search.
2
Anh Le
We serve our players and business partner via Support and would like to import the business contact from Support to Sell.
Thanks.
3
Marco Cristofalo
This is a big issues for our company:
I think that Zendesk didn't consider the case in which a company has the same team for support and sales.
I'm really surprised that there is only this post on the community about this issue, keeping data in sync between multiple apps is the most important thing.
6
Nick Wurm
+1
2
OFFICERS
I still do not understand why there is no data sync between Support and Sell contacts databases.
The Salesforce integration with Support is a clear example, developed by Zendesk, of how it should work and look like.
One answer given by the head of product was that the data model of leads and contacts did not fit the Support Data Model. But a proper integration should be able to manage that.
I join Walter Renkema : this is a huge stop when trying to sell or position Zendesk Sell vs. the competition. The link with Support is a huge and unexploited leverage that require this database synchronization.
3
Gabriel
We have an automated solution for that. It fetches the data from Sell and displays it in the ticket in Support. It allows further automation like changing the ticket priority based on the last contact or any other details available.
This is the link to to the marketplace https://www.zendesk.com/marketplace/apps/support/887304/api-data-sync-by-knots/
1
Ben Sutter
This should be enabled by default so that contact records are unified and can give a view of all contact points for each customer.
3
Brian Pierce
This is a major problem for us. Our sales team has been using Sell for a couple years and we purchased Support licenses based on the premise it would help increase transparency between departments and be able to share valuable information.
It's so frustrating to have had those conversations with the Zendesk Sales team only to find out they are completely separate and now we have to look at a 3rd party API to share information between 2 modules from the same company.
3
Lars
I am very surprised that Zendesk is not commenting on this post. We have used Zendesk Support and now we want to include Sell in our portfolio, but there is no connection between Sell and support, sell is to be consider as any other 3party integration. This made us look for a new supplier of both support and crm system...
2
Alex Ammerman
You could consider setting up an automated workflow using third-party integration tools like Zapier or Integromat. These platforms can help you create custom workflows that connect different apps and trigger actions based on specific events. These platforms allow you to connect different software applications and automate workflows by creating "zaps" or "scenarios."
For instance, you could set up a zap or scenario that triggers when a new contact is added in Zendesk Sell, and then automatically adds that contact to Zendesk Support. This way, you can achieve contact synchronization between the two systems even if they don't natively support it.
A potential workaround could involve modifying your data before it reaches Zendesk Support to conform to its naming convention. While this requires manual intervention and data manipulation, it might be a temporary way to get around the limitation until a more comprehensive solution becomes available.
0
Shawna James
Hello everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
I wanted to note that we have received and logged this feature request for our PM team to review. At this time, I do not have an update on status for this specific feedback request but should we have more information to share about any prioritization or plans, our product team will be in touch on this thread. Please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. For others interested in seeing this feature please continue to add your support and use cases, and thank you for doing so!
If you are interested in learning more about plans for our Zendesk Suite, please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
0
Ingrid Stamm
Dear Shawna James - it is not just "any one piece of feedback", but an issue for Sell users for more than 2,5 years. I understand Sell was initially bought in as a different product and added to Zendesk, but for us as reseller partner, several potential clients have decided for alternative solutions due to the fact that Sell & Support contacts don't sync. So this is something Zendesk should prioritize.
1
Nick Wurm
OFFICERS
Ben Sutter
Brian Pierce
Lars
Ingrid Stamm
Zendesk has halted roadmap development for Sell, so no new additions and improvements can be expected for this product in the foreseeable future.
0
OFFICERS
Nick Wurm I would have guessed but is this confirmed ? By who ?
1
Nick Wurm
OFFICERS
Yes, by senior solutions consultants at Zendesk as of September 2023.
I was told there would be a public announcement, but to my knowledge, that hasn't happened.
1
Shawna James
-1