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Grzegorz Pogwizd's Avatar

Grzegorz Pogwizd

Joined Apr 14, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Grzegorz Pogwizd

Grzegorz Pogwizd created an article,

ArticleHelp with sales

Question

What are the acceptable phone number formats to use with Sell Voice? How should I add a phone number to a lead or contact?

Answer

The formatting rules described in this article apply when adding a phone number to a record in Sell or adding your own number to your Voice and Text settings. 

  • Follow the standard writing format of a plus sign (+), country code, area code (if applicable), and phone number for all numbers you add to your account.
  • US phone numbers should include a +1 country code and a three-digit area code (for example, "222") in front of the remaining seven digits (for example, "3333333"). For example, +12223333333. 
  • Non-US numbers should format the number with a plus sign (+), the country code, and then the rest of the digits in the phone number. For more information, follow the internationally standardized E.164 format.
  • Do not include parentheses or other characters such as brackets, hyphens, or spaces in the phone number field (except the plus sign (+)). 
  • Do not add a zero in front of the country code or the number itself as Sell does not accept "0" as the first digit of a number, and any call made with such a number will fail. 
  • Add extensions to a phone number in a separate custom field for you to reference when dialing the phone number. 

When you enable Voice in your account, select a Default country code that Sell should try and use when placing outbound calls without a specified country code. 

Tip: As Sell Voice runs through Twilio, our system utilizes Twilio's guidelines for formatting numbers. As stated in Twilio's documentation: Phone numbers should be formatted with the internationally standardized E.164 format. E.164 numbers can have a maximum of fifteen digits and are usually written as follows: [+][country code][subscriber number including area code].

For more information, see the article: Formatting International Phone Numbers

Edited Jan 25, 2024 · Grzegorz Pogwizd

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Grzegorz Pogwizd created an article,

ArticleHelp with sales

Question

How should I format the dates in my file before I import the data into my account? How should I format the year in a date field?

Answer

Date fields can be updated manually and through the importer. The import format of these fields is very important in order for your reports to be correct. Once the dates are successfully imported into your account, you can adjust the format of how the dates are displayed. 

Update date fields manually

When manually editing the date field on a record, follow the prompted date format in the field or select a date from the calendar. The date format will either be MM/DD/YYYY or DD/MM/YYYY depending on the Timezone selected in Account settings. 

For more information, see Changing your Sell account timezone and date format.

Date_custom_field_format.png

Update date fields by importing

If you are importing data into a date field, the recommended format is YYYY-MM-DD. The importer will also accept dates in the format DD/MM/YYYY and MM/DD/YYYY, but you must make sure the date format in your file matches the account format selected in your Timezone settings. 

If you imported a file and the dates were formatted incorrectly, you can always correct the data in the date field. Export a smart list of the records with the date field that needs updating and use the bulk importer to make a change to many items at once. 

Important: There are specific formats you should avoid in order to ensure a successful import. Avoid using only two digits for the year in your date format and always use four digits for the year. Do not use the formats yyyy/mm/dd and yyyy-dd-mm in the date field.

For more information on preparing your import file with the appropriate date formats, see the article: Creating a CSV file to import leads, contacts, or deals.

Edited Nov 16, 2022 · Grzegorz Pogwizd

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Grzegorz Pogwizd created an article,

ArticleHelp with sales

Issue symptoms

I'm a Support agent that should also have access to Sell. I click the product tray and select Sell, but I'm unable to access my account. I am blocked by the error message: Your Sell Admin is still setting up your Sell account. Please come back later or reach out to your Admin. 

My admin confirmed that they gave me access to Sell in Admin Center, but I still cannot get into my Sell account. 

image__10_.png

Resolution steps

The error message indicates that an admin has not completed the steps to give you permission to access Sell.

Depending on your plan level and permissions, when an admin adds a user to the account in Admin Center, Sell settings may require an additional setup step. 

Have an admin on the account complete the steps below for you. 

  1. Ensure that the user has access to Sell in Admin Center.
    Zendesk_Admin_Center_2021-01-22_12-03-36.png
  2. Click on the product tray and select Sell.
  3. Follow the Complete invitation process steps in this article: What do I need to do when I see an Action in the Pending Actions tab of my Sell settings?

Edited Aug 21, 2024 · Grzegorz Pogwizd

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Grzegorz Pogwizd created an article,

ArticleHelp with sales

Problem

I am experiencing poor call quality with Sell Voice. What is wrong with Sell Voice? 

Multiple users are experiencing difficultly with their calls. Every user has placed calls in different ways: calling from different locations, with multiple users on the same network; calling different numbers; having different physical setups, and have all experienced wifi quality issues. How do I begin to troubleshoot issues with Sell Voice?

Solution

Voice issues can be tricky to diagnose, as a whole host of factors can influence the quality of a call over your network.

That being said, a Sell Admin or even a Sell User can often troubleshoot their own Voice issues. We strongly encourage users to ask themselves the following questions because many times, your Sell Voice issues can be fixed on your own! 

For more troubleshooting advice, see the following articles: 

Who is having issues with Sell Voice?
Identify the profile of the people experiencing Voice issues. 

Ask the following questions:

  1. Are you the only person in your account experiencing Voice issues?
  2. If other people are experiencing issues too, how many people total experience the issue? Are they all experiencing the same exact issue?
  3. What role do they all have in Sell? Does an admin on the account need to provide additional access to correct their issue?
  4. Are all the users calling from the same location? Are they in the same office or spread out across many different office locations? 

If the Voice issue impacts users working out of the same office or using the same wifi, then it's likely that the issue is with their office's network setup, bandwidth, or high congestion rates. See the section of the article: Setting up the network for best results.

Which part of Voice is the issue? 
Identify which specific feature is not working as expected. 

Ask the following questions:

  1. Is the issue with your Voice number? Are you not able to enable Sell Voice?
  2. Is there a problem with placing calls? Once you have a Voice number, can you place a call in your account? Can you click on the phone number and select a calling option?
  3. Is the wrong number displaying on the caller ID after you masked your number?
  4. Is the issue with multiple numbers? Have you tried to call multiple numbers of leads and contacts in your account? Can you place a call to some numbers but not all numbers?
  5. Is the issue with call quality? Can you place a call successfully, but once you do so you have trouble hearing the recipient?
  6. Is the issue with the lead or contact's phone number? Have you tried calling these numbers on your personal device to make sure they are valid and that the calls will work outside of Sell?
  7. Is the issue not with calling, but rather with logging a call in your account?
  8. Is the issue with saving calls? Once you hang up your call, is the issue that the call did not save or the recording is not available?

Issues with logging calls and incorrect numbers are often a result of user error. Verify all numbers on leads and contacts to make sure the number is valid and formatted correctly.

Each user can check their Voice and Text settings to adjust the bridge and transfer number of their Voice account. An admin can check the Voice and Text settings of the account to add call credit, adjust call outcomes and scripts, and enable recording capabilities.

For more information, see the article: Using calls and text in Sell Voice.

What technologies are they using? 
Identify any issues with the setup of the user when they are placing calls. 

Ask the following questions:

  1. Are you using the web browser version of Sell or are you experiencing issues with the mobile app?
  2. What web browser are you using? We recommend using the most updated versions of Chrome and Safari.
  3. Are you using a headset that might be causing issues? What happens when you place a call with a different headset or without a headset entirely?
  4. Have you enabled microphone access on the web browser? Your call recipients won't be able to hear you if you don't allow the web browser access to your microphone.
  5. Are you having issues with your network? Have they tried a different cellular network or wifi?
  6. Have you run a speed test to confirm your network speed supports calling?
  7. If multiple users are running into issues with the internet, are they all on the same wifi network? If they are in the same location, does your internet support this many calls being placed by so many users?

Issues with call quality tend to be a result of poor internet connection, computer setup, and microphone issues. For more information, see the Troubleshooting suggestions section of the Troubleshooting Sell Voice problems guide.

What is the exact issue?
Identify the steps you need to take to recreate the issue. 

Ask the following questions:

  1. Has this issue happened more than once?
  2. Are you able to follow the same set of steps to recreate the issue?
  3. How is each user placing a call on the account? Are they calling through their Sell Voice number or through a transfer number?
  4. Does this issue occur when you call the same number over and over? Or does the issue happen when you call every phone number in your account?
  5. If you call the recipient from a personal phone (not your Sell Voice number) do you still have issues? Does the person you are calling report that they have trouble with their own phone and connection with more people than just you?
  6. Does this issue happen during a specific time of day, when calling from a specific location, or on a specific network?

Issues that can be repeated can be addressed by our customer support team. If we can recreate the issue on our end based on the steps you provide, we can escalate the issue to our product teams. If we cannot recreate the issue, it also helps us narrow down the problem to possible user error or network connection.

What other factors impact the call? 
Identify any other issues that may be interfering with your ability to call using Voice. 

The most common factors that contribute to issues with Sell Voice are:

  1. The user has not enabled their microphone on their web browser.
  2. The user is calling an invalid number or not trained on how to place and log calls in Sell.
  3. The recipient they have called has poor call quality or didn't answer.
  4. The network has intermittent internet speed issues or not enough strength to support calls.

Note: Sell Voice is powered by Twilio. Sell initiates a call by sending a request to Twilio and then the call is fully supported by our partner, Twilio.

Lastly, contact the Zendesk Customer Support if you are still experiencing issues. Let us know which of the above questions you have already addressed and if you have completed the troubleshooting steps in this guide: Troubleshooting Sell Voice problems. The team can assist by reviewing calls in your account, testing the functionality on our end, going through troubleshooting steps with you, changing your Sell Voice number, and working with Twilio to identify the source of the issue.

For more information, see the article: Troubleshooting Sell Voice problems.

Edited Feb 12, 2024 · Grzegorz Pogwizd

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Grzegorz Pogwizd created an article,

ArticleHelp with sales

Question

The ability to log a visit on the Sell mobile app is unavailable. Why is the Log a visit button greyed out?

Answer

The ability to log a visit is available on the Sell mobile app if the functionality has been enabled by an admin. Issues logging a visit can occur if account settings are changed or through user error. Follow the troubleshooting steps below to make sure you have configured your account correctly to log visits: 

  • An admin must enable visits for the entire account. 
  • If you are missing a Visit outcome option, an admin can adjust the Visits options in their settings. 
  • Verify that an address is entered in the Address field and validate the address of the lead or contact. A valid address is required in order to log a visit. 
  • Check if another user can successfully log a visit for the lead or contact. 
  • Check if the user has enabled the geolocation feature and if they should then add the lead or contact's address from the map
  • Update your mobile app to the most recent version. 

Lastly, if you have tried all the previous troubleshooting steps, try resaving the address as a final step. Click the pencil icon to edit the lead or contact and make a small change to the address. Save the new information. Edit the record again to correct the address and save the information. Adjusting the information in the address field triggers the geolocation object creation and should unblock the Log a visit button.

For more information, see the articles: How do I add a record from my map on the Sell mobile app? and Tracking visits in Zendesk Sell

Edited Jan 25, 2024 · Grzegorz Pogwizd

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Grzegorz Pogwizd commented,

CommentWorking with Sell apps and integrations

@... and @... Great news!!! It is now possible to freely assign Owners in Sell on-the-fly, when creating a Lead from Support! Take a look at this Help Center article describing where to set it up in Sell's settings (click on the text to get to the article) - If you want agents to have full control over assigning leads in the Support app, select the Allow agents to assign any owner check box. This means that in the app, the agent will have a list of all available Sell users and distributions that they can assign the lead to.

View comment · Posted May 07, 2021 · Grzegorz Pogwizd

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Grzegorz Pogwizd commented,

CommentWorking with Sell apps and integrations

Thanks for the feedback @... and @.... I've spoken to the Development team and was told that they are actively working on the integration right now and would love to meet with you to learn more about your use cases and make sure that the project they'll be developing later this year will meet your needs. One of the team members will reach out to you shortly over email. Thanks and best regards!

View comment · Posted Mar 01, 2021 · Grzegorz Pogwizd

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Grzegorz Pogwizd commented,

CommentWorking with Sell apps and integrations

Hi @...,

Thanks for following up with us on this one, that's greatly appreciated.

Although it's still not possible to set the Owner for each individual Lead being created in Sell from the Support/Sell app, you can now select any user in the account, for the Leads to be assigned to by default - https://support.zendesk.com/hc/en-us/articles/360043089454#topic_npt_n3w_2nb__image_ihv_kt3_2nb:~:text=To%20apply%20any%20further%20configurations%2C%20go,leads%20that%20are%20created%20in%20Support.

What's great about it is the fact that this user can also be the "Distribution user", which takes advantage of our Distributions feature, allowing for the Leads to be assigned to different sales reps in a round-robin fashion. This particular feature is described in this Help Center article here - https://support.zendesk.com/hc/en-us/articles/360041513993-Distributing-leads-contacts-and-deals-across-your-Sell-team-round-robin-

I hope that this will help in solving your needs, at least partially, and we'll most certainly be working on more improvements to the integration in the future.

Thanks and best regards!

View comment · Posted Feb 24, 2021 · Grzegorz Pogwizd

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Grzegorz Pogwizd commented,

CommentImporting and exporting in Sell

Hi Shameen,

Thanks for letting us know about this issue. Would you please be able to get in touch with the Advocacy Team through a regular support ticket again (if you already did) as we'd like to take a deeper look at what you're running into and figure out some better solutions?

I'd greatly appreciate that. Thanks in advance!

 

View comment · Posted Feb 11, 2021 · Grzegorz Pogwizd

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Grzegorz Pogwizd commented,

CommentImporting and exporting in Sell

Hi there John,

Thanks for providing this feedback and indeed, the import process, whether an update or a new data import, can take a lot of time, depending on the amount of data that you're updating or adding. This is due to the mechanics of our Importer, which places data correctness and consistency over speed.

Although I can't commit to anything solid, I'll make sure that our Developers get your feedback and take into account for any future updates to the Importer.

Again many thanks for sharing your thoughts, we greatly value your input!

Grzegorz Pogwizd
Technical Support Engineer | Zendesk Sell

Do you need more information? - Our Help Center has it all at https://support.zendesk.com/hc/en-us/categories/360002582434-Sell
Do you prefer a live conversation? - Call us at +1 888-670-4887 press 1, Mo-Fr, 8am-5pm, Pacific Time
Want to talk to other Sell users? - check out our Community at https://support.zendesk.com/hc/en-us/community/topics/360001380554-Sell-Q-Ab

View comment · Posted Feb 09, 2021 · Grzegorz Pogwizd

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