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Mike Englebrecht

Joined Oct 16, 2021

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Last activity May 18, 2022

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Latest activity by Mike Englebrecht

Mike Englebrecht commented,

CommentUsing email in Sell

Wondering if you can help me understand this better:

The Sell email integration mirrors your external email account, meaning that if an email is deleted on your email server, then it will also be deleted in Sell.

If you can’t find an email in Sell, check your external email client to see if it was deleted there.

I ask because I've attempted to test a few scenarios and am getting mixed results.  We are using Microsoft Outlook.

Scenario 1: I am a CC on an email sent to a contact.  In Outlook I open and read the email and immediately delete it (the email now in "deleted items" folder).  In SELL, the email is not synced (not present) in the contact record (when I view it). 

I then go to the deleted items folder, move the email back to the inbox and mark it unread. Re-open the email, then move it to a contact folder.  In SELL, the email is synced in the contact record (when I view it). 

Scenario 2:  A few months back I had an exchange (via Outlook) with one of my contacts.  In SELL I found one of the emails I had sent, and targeted it as a "delete" test...  I then went back through my "Sent Email" in Outlook, found the email and deleted it (moved it to the deleted items folder).  In SELL, the email is still synched to the contact record.

I love the email synching, just want to make sure we aren't inadvertently creating situations where those message are "wiped" from SELL, while also avoiding the need to "convert" every important email into a note.  

Appreciate any input on this, how we might approach it, what else we could be doing, etc. as I'm working to instill "best practices" across our team.    

View comment · Posted May 18, 2022 · Mike Englebrecht

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Mike Englebrecht commented,

CommentSingle sign-on

Looking for some direction prior to touching base with my internal IT team on how what we need to consider to move forward in our set-up with access/Help Center:

Our situation is we have end users that fall into the following segments:

1. Organization A has end users that they wish to manage via OneLogin
2. Organization B has end users that they wish to manage via Azure Active Directory
3. All other organizations have end users that will login using Zendesk authentication

...specifically so that any one of these end users can submit a ticket, track tickets and even access certain content in the HC (based on their identity/organization).

Is this "mix" possible? 

And is it possible to do so in a way where the end users never see/feel a thing - their accounts in Zendesk have the accurate info and however they login, it works?

Any/all input is appreciated.

View comment · Posted Oct 05, 2021 · Mike Englebrecht

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