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Help please - logging visits
Posted Jun 20, 2024
Hoping the community can help.
When I was uploading our data, I chose to upload my contacts as “Deals” based on the Zendesk Documentation which explained that Leads are companies that you have not communicated with, and Deals are companies that you have communicated with before. Deals also suits me better, because I can use the pipeline to show where each company is in the sales process, % of winning etc.
However, I cannot use the “Log a Visit” button in a Deal contact. It is the most frustrating thing. Why would we suddenly NOT visit potential clients, once they move from “lead” to “deal”? One of the biggest selling points for Zendesk to our company was the ability to log visits. I am now facing one of two options - unless someone can enlighten me?
1. Bulk delete all my companies from “Deals” and re-import them as “Leads” - which means I will lose all my sales pipeline data.
OR
2. Inform my MD that having spent a huge amount of money on this Zendesk system, I can't allow them to log visits
I would appreciate any advice from long-time Zendeskers - support has not been clear on which step I should take.
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5 comments
Brandon (729)
Hey Shona O'Brien
-Here are a few potential solutions and considerations:
I hope this points you in the right direction - and whatever you do - don't stop visiting those potential clients!
Brandon
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Stephan Marzi
Brandon (729) : Love it!
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Shona O'Brien
Hi Brandon,
Thank you for giving me such a thorough response.
While I'm sure these will work as “work-arounds”, I can't help the feeling that this is a feature the ZD should fix and provide, since we are paying such a huge premium for the service. I simply cannot tell the owners of the company, who have paid for this service, that a core feature that was sold to us is not available in one section of the application. I am not sure if you are working with ZD or just community support - how should I request this feature to be added to ZD?
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Brandon (729)
Hey Shona,
Zendesk is continuing to evolve the platform and does actively rely on user feedback to shape the future of the product. I would recommend adding your use-case (and linking to this question) over on the Feedback for Zendesk Sell section of the Zendesk Community. Hope this helps!
Brandon
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Laura Hippert
Hi Shona! I wanted to step in to offer some assistance with your question. There are actually three type of “objects” in Sell: leads, contacts, and deals. You are correct when you say that leads are typically customers that you haven't communicated with - therefore, don't have deals associated with them. However, deals aren't considered “contacts”, they have actual contacts associated with them. A “contact” is a lead who has been qualified. Additionally, a deal cannot be created without an associated contact.
Since deals are about the monetary value and the product that you are selling, all information like phone number, email address, and address would be associated with the contact (not the deal), so all “visits” would be placed on the contact. To be able to associate a visit with a deal - you would add the visit to the person or company contact you are visiting. This should be the “associated contact” on the deal, which you should be able to see in the widget panel of the deal.
I hope this is helpful!
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