Contacts don't sync between Sell and Support
I was very surprised to see that any contact in sell does not sync into support. I hope this is in the future plan.
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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.
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@... 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.
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We serve our players and business partner via Support and would like to import the business contact from Support to Sell.
Thanks.
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This is a big issues for our company:
- Support and Sell contacts don't sync: the worse is that if you manually edit a contact in sell or support the changes are not visible in the other app, it keeps the old data
- The very big, big issue is that in sell you have first name and last name separate fields, which is good, but the support app has only one field for first and last name. So, you can't use something like zapier or a custom integration because you cannot separate the first from the last name. Without this limitation you could build an effective custom integration. I have connected Mailchimp, woocommerce, Wordpress, Contact forms and other apps with zendesk but I'm stucked and I don't know how to manage it.
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.
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+1
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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 The Sales Studio (EMEA Reseller USD) : 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.
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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/
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This should be enabled by default so that contact records are unified and can give a view of all contact points for each customer.
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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.
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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...
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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.
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