Sell app in Support - choose owners for leads created

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10 Comments

  • Official comment
    Marie Laurenza
    Zendesk Engineering

    Hello all,

    Appreciate the feedback! I wanted to announce that we have recently added the functionality to allow Support Agents to choose the Sell Owner for the new Lead in Sell.

    Help Center article on how to enable this for your account here.

    -Marie

  • Adam Witek

    We have to use Zapier to connect Zendesk Support with Zendesk Sell to accomplish this. Now the ZDSupport agent chooses the name out of a custom field on the ticket and a trigger in Zapier sees that and does it's magic in ZDSell.

    1
  • Kristjan Hjartarson

    Hello Adam,

     

    Thank you for the advice, I will definitely look into that.

     

    Although, would like to see this possibility with the Sell app, I don't see why this isn't a standard thing to be honest. 

    1
  • Adam Witek

    I agree, the Sell app in Support should be much stronger than it is.

    1
  • Krzysztof Dobrzyński
    Zendesk Product Manager

    Hey @...

    Thank you for your feedback. May I ask you to tell us more about the issue? What would you like to accomplish?

    What would be really helpful to find out is:

    • Why the distributions didn't work in your case?
    • Based on what criteria will Agents assign leads? Is it location/timezone constraints, sales rep specialization, type of the request?
    • Should all of your reps be available for a lead association?

    Answers to those questions will be really helpful for us to understand your problem and craft a possible solution.

    @... - your feedback is welcome as well of course!

    0
  • Adam Witek

    Our sales team has 4 people on it and it's split up geographically by state. The team is made up of two account managers who work with existing customers, and two outside sales reps who work with new customers. This is a pretty common setup for sales teams in the US. Our support agents have a spreadsheet that tells them who's assigned to what state. When a sales request comes through support, we have a custom field in Zendesk sell where the support agent selects the appropriate salesperson and closes the ticket, then Zapier does its magic.

    Our entire company is on ZDSell because we use it for our CRM, so we'd need to define reps.

    Zendesk Sell would need some type of way to store a grid of locations so we could assign appropriately.

     

     

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  • Kristjan Hjartarson

    Hello Krzysztof,

    Thank you for responding to this feedback!

    Why the distributions didn't work in your case?

    • The distribution did not work because the sales agents want to be able to assign the lead to the correct sales agent. The Distribution does not do that, it only selects the next one in line. This way the sales agents need to go to Leads and change the assignee to the correct one.

    Based on what criteria will Agents assign leads? Is it location/timezone constraints, sales rep specialization, type of the request?

    • The only criteria we have is that the ticket comes from travel agencies. Our sales agents know the product and services equally well and we are all based in the same location.

    When there is a possibility to make a deal with the one sending in the ticket they create a lead in Sell,
    Should all of your reps be available for a lead association?

    • Yes, all our reps should be able to assign the lead to our Sales Agents.
    1
  • Kristjan Hjartarson

    @...

     

    Could you explain to me more about how you put up your Zap to enable the creation of leads and how you control who is assigned to the lead?

    0
  • Adam Witek

    This probably won't make sense the first 5 times to read it, but the 6th time, it will, and the concept is very powerful. :)

    See image below. At step 3, I'm converting the State the customer chose in the JotForm and converting into the ZDSell OwnerID (each sales person as their own) so I can assign it properly. Because we have prospects in both the Leads and Contacts area of ZDSell, I have to search for a Company Contact (matching email) first, then a person contact second, then a Lead third. If it doesn't find any matching email, it will create a lead, add a note, build a task, and assign it to the correct ZDSell user.

     

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  • Kristjan Hjartarson

    @...

    Thank you for the picture, much appreciated.

    0

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