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Shona O'Brien

Joined Jun 18, 2024

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Last activity Oct 07, 2024

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Latest activity by Shona O'Brien

Shona O'Brien created a post,

Post Q&A - Sales CRM (Sell)

Hi All

 

We use a global forwarding system from our server to the “get base” email address so that we capture all emails from the company to clients. 

 

However, it is capturing and creating contacts for non-customers - for example, internal emails between staff. It creates a “Contact” for every single email address, even if it is not a customer on Sell, and stores all the emails on the platform. 

 

Is there a way to stop the system from creating a contact for specific email addresses? 

Posted Oct 07, 2024 · Shona O'Brien

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Shona O'Brien commented,

Community comment Feedback - Apps and integrations (Platform)

I need to be able to export my visit log data. I understand it is being logged as “Activity” but that activity is not available for me to export. 

 

Activity records contains data that belongs to my company, not to Zendesk, and I expect to be able to export it. 

 

When will this functionality be available? 

 

I have seen dozens of community posts where a Zendesk Support person told us that it is “not available yet” - implying that it WILL be available soon - but these comments are from 2022 or earlier. 

 

When will this functionality be available?

View comment · Posted Jul 23, 2024 · Shona O'Brien

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Shona O'Brien commented,

CommentImporting and exporting in Sell

When will activity history be available to export? I need to export visit logs

View comment · Posted Jul 23, 2024 · Shona O'Brien

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Shona O'Brien commented,

Community comment Feedback - Apps and integrations (Platform)

I would like to be able to add custom fields to the log

View comment · Posted Jul 22, 2024 · Shona O'Brien

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Shona O'Brien commented,

Community comment Feedback - Sales CRM (Sell)

agree, our year is Sept to Aug

View comment · Posted Jul 16, 2024 · Shona O'Brien

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Shona O'Brien commented,

Community comment Feedback - Reporting and analytics (Explore)

I have only recently joined Zendesk - based on the wonderful sales pitch given to me by Zendesk. Since we signed up, I am running into more and more roadblocks with the “features” that I was sold. 

 

To find out that Sell - the CRM for which we paid a lot of money - does not allow custom reporting is yet another shock and disappointment. 

 

I would like to have the option to use Explore - which is not great, but at least is customizable - to access my sell data. At the very, very least, to be able to connect Sell to my PowerBI would be acceptable. To have no way of customizing reports is absolutely illogical. My team are inputting all of this data and then we cannot extract it in a way that gives us the information that our business needs? At this point I am considering whether I should ask for a refund and explain to my BOM that Zendesk simply isn't fit for purpose. 

View comment · Posted Jul 16, 2024 · Shona O'Brien

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Shona O'Brien commented,

CommentUsing email in Sell

Hello. 

 

Why does my “Deal” have a different “@get.base” email address? 

 

When my client replies to an email that I sent to them via the “Deals” page, the reply is not being captured on the Deal page. It is being captured on the “contact” page, because there is an “auto-forwarding” rule to our standard “@get.base” address, but i notice that the Deal page, despite being the same contact as the Contact page, has a different @get.base address?? 

 

Is there any way to have emails received on the “Contact” to be visible on the “Deal”? 

View comment · Posted Jul 10, 2024 · Shona O'Brien

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Shona O'Brien commented,

CommentEnd users and organizations

I just came across this article because there is no option to filter contacts - I take it that it has not been implemented yet? 2 years later?

View comment · Posted Jul 09, 2024 · Shona O'Brien

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Shona O'Brien commented,

Community comment Q&A - Sales CRM (Sell)

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? 

View comment · Posted Jun 26, 2024 · Shona O'Brien

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Shona O'Brien created a post,

Post Q&A - Sales CRM (Sell)

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. 

Edited Jun 20, 2024 · Shona O'Brien

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