Email in Sell - we want your feedback!

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14 Comments

  • Official comment
    Patrycja Walencik
    Zendesk Product Manager

    Hi all, who have jumped into this conversation - one more time I would like to thank you for taking the time to share your feedback and concerns. It helped us understand what you expect from the email domain and better categorize insights. We will update this post once we have more information to share. 

  • Ben

    Not so much a feature to add, but a "please keep this feature"

    Per Connecting your email with Zendesk Sell – Zendesk help I would STRONGLY want to know that being able to use your own SMTP server REMAINS a feature and that Zendesk Sell does not become like Zendesk Support which still does not let us use our own SMTP server as per SMTP Email delivery method – Zendesk help (from 2016 until now, still can't)

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  • Patrycja Walencik
    Zendesk Product Manager

    Hi Ben

    I appreciate you sending us your feedback. We don't have any plans to change this, and using our own SMTP server will be available. When it comes to Zendesk Support's feature I will pass your expectations to the proper Team, and also I would strongly encourage you to highlight one more time this request in the related post.

    Thank you,  
    Pati 

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  • Kate Woollard
    • What are the main reasons for you using an email connection between your email and Sell?

    We like the ability to see all of a customers email history within the one place. We have many different employees that would be communicating with the one contact. 

    We like the ability to use templates and we use sequences for automated email follow ups. 

    • Have you encountered limitations while using your Sell-email connection?

    We have found that some conversations with customers need to remain private. For example a discussion around an employees behaviour, or confidential pricing discussions. We don't wish to block all communications, we just wish to mark a particular email threat as private. It would be good to have the ability to let outlook know not to log the conversation in Zendesk when responding to an email in Zendesk

    If a contact leaves a company and we wish to delete them, it also deletes the conversation history. 

    We would like to be able to control email visiablity for non admin users or perhaps by role. For example a manager can set their own settings but subordinates can be set by admin

    • What problems could you solve if you didn’t experience that limitation?

    One of our users has had to make all his conversations private with contacts. This isn't ideal as some of the conversations need to be visual. For example, discussions about a deals progress. The user may have confidential pricing conversations with the contact which he wishes to remain private and not visual to all sell users. 

    We loose conversation history when deleting a contact that is no longer a relevant to our business

    • Is there anything that you would like to change about your email connection with Sell, and why?

    The ability to click "dont log in zendesk" when responding to a contact email via outlook. This will enable managers to keep some contact communication private and other conversations visible to users.

    The ability to "deactivate" a contact so the email history stays but the customer is no longer assocated with a company or our business (for example, they have moved industries)

    • Is there a “must have” functionality that you would like to have, to better help you with your daily work? 

    Ability to mark certain conversations as private

    • Do you use Gmail or Microsoft email plugins/extensions to improve your daily workflow? If yes, what kind do you use? 

    No 

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  • Patrycja Walencik
    Zendesk Product Manager

    Hi @...

    Thank you for sharing your feedback and product expectations around the email experience. I would like to ask more about two points, you wrote: 

    • When we have internal discussions about a Contact, I want a way to add that conversation to a Contact (even though they are not on the email). The feature  "To add an outside email to this contact, forward or BCC to:" is straight-up broken and would be really nice to have.

    Have you ever used notes to manage this task? What is your experience with notes? 

    • Do you use Gmail or Microsoft email plugins/extensions to improve your daily workflow? If yes, what kind do you use? (For example an email plugin for Gmail)
      ---Gmail

    Could you specify which plugins exactly you use and why? 


    Thank you,
    Pati 

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  • Patrycja Walencik
    Zendesk Product Manager

    Hi Kate Woollard,

    Thank you for taking the time to share your feedback with us. 
    I would like to just clarify, you mentioned: "It would be good to have the ability to let outlook know not to log the conversation in Zendesk when responding to an email in Zendesk"

    Does it above equal this below's need?

    "The ability to click "don't log in zendesk" when responding to a contact email via outlook. This will enable managers to keep some contact communication private and other conversations visible to users."

    Best, 
    Pati 




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  • Kate Woollard

    Hi Patrycja Walencik,

    Yes it does, apologies for the confusion

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  • Russell King

    Good morning (from the UK)

    I arrived here from another thread I follow relating to a feature not working - 

    Using the BCC email address for external email messages

    We have connected our email accounts and that works fine however, the issues still remains that we are unable to forward emails back into notes using the BCC email address as described.

    As you might expect when closing deals we have numerous calls and emails both directly with the customer and internally with numerous colleagues all with specific and valuable data relating to our clients and customers and each specific deal.  When an email is received from a customer and is taken out of the public space, discussed internally (via email) we require those internal discussions to be recorded back into notes.  We will then respond to the customer from their original email. 

    Currently we are having to copy & paste the email string from Outlook back into notes and if you do not delete out the internal email addresses everyone in the string receives multiple @alerts and emails per copy/paste as Zen treats an internal email address as if you have @name a colleague.  

    This BCC email feature that is "featured" on the record cards does not work, has not worked for several months (if ever) and needs a fix asap please!  

    I look forward to hearing from you (again) about this matter.  

    Many thanks!

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  • Patrycja Walencik
    Zendesk Product Manager

    Hi Russell King 

    thank you for reaching out and taking the time to describe your needs. We improved the BCC feature a few weeks ago and updated the article about using BCC. If you didn't see the updated content I would encourage you to take a look and let me know how it works today.

    If you still have issues with that I am open to scheduling a quick Zoom call and checking how we can help. 

    Have a great day! 
    Pati 

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  • Russell King

    Hi Pati,

    Thank you, I appreciate you taking the time, but this is exhausting! 

    I've seen the updated article and it has been re-written to cover all the actions this feature can do, which has zero relevance to what I have been asking for a response on for several months!

    All I have ever asked is for the feature to do what it says on the tin, it's as simple as that;

    Your feature states - "To add an outside email to this deal, forward or BCC to:"

    Why then would you decide to "BLOCK" me from doing that and why did no one tell me this is what you do till yesterday?  I use my primary email to log into Sell and it is what I use to communicate with customers and colleagues alike.  There are important instructions and details within those emails that don't make it back into the customer records because your system blocks them. 

    You are blocking this feature for a reason, so rather than give me the run around for another several months on this issue, can you please just explain why you block me from sending an email from my own inbox into a record of my choosing?  It doesn't make any sense.

    Salesforce and other CRM's let their customers decide what content they wish to BCC / Copy into their records using the same type of feature and I am struggling to understand why you do not.  Please explain.

    Thank you in advance!

    Russell  

    P.s.  - Link to original discussion for reference of previous replies to reported issues - https://support.zendesk.com/hc/en-us/articles/4408828858906-Using-the-BCC-email-address-for-external-email-messages?sort_by=created_at 

     

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  • Patrycja Walencik
    Zendesk Product Manager

    Hi Russell King

    I am sorry for that, I understand how disappointing it must be for you that you have not been able to use the product as you had planned. I can only recommend a workaround, you can remove all email addresses on the block list until the BCC feature will be re-designed. 

    Please send a ticket via Get Help (in the upper right corner) If you would like to clean the block list. 



     

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  • Russell King

    Hi Patrycja,

    Please can you explain what this will achieve and the implications of removing all email addresses from the block list?  I assume you mean all of our internal / my colleague emails that they use to log into Sell?  Are there implications with doing so?  Any loss of features to be wary of with this work around?

    AND - If this will resolve the issue of allowing me to forward emails into the notes from my inbox (emails from colleagues or others) is this not the result that I have been asking for?

    Would be good to continue this thread in the public domain so others may also benefit.

    Kind regards,

    Russell

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  • Patrycja Walencik
    Zendesk Product Manager

    Hi Russell King

    I am coming up with an explanation. The blocklisting prevents tracking of email conversations in Sell between teammates. By default, the email conversations that you have with your coworkers (the other users in your Sell account) are not tracked – they are automatically blocklisted. This feature allows you to prevent Sell from tracking email conversations with specific leads and contacts (if you add manually this email to the block list)

    When you remove coworkers it means email conversations will be tracked in Sell. To check blocked email addresses go to  Communication Channels > Email > Blocklist [picture below]

    Here you can find more information about the block list feature. 

    I hope that helps, but let me know if you have other things that come up.

    Best regards, 
    Pati

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  • Dave Aynes

    The recent user interface changes for "start conversation" on PC desktop is really poor and affecting our ability to use Sell as efficiently as we did in the past.

    The area circled in yellow is the "working area" for typing an email in PC desktop.  Above that is a useless blank block.  We used to see a thread of communications but now it is just this big blank area.  Please bring back the old format or fix this one!

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