Contacts don't sync between Sell and Support

Jeans-Sébastien CATIER

Yes, by senior solutions consultants at Zendesk as of September 2023.

I was told there would be a public announcement, but to my knowledge, that hasn't happened.

Nick Wurm I would have guessed but is this confirmed ? By who ? 

Jeans-Sébastien CATIER

Ben Sutter

Brian Pierce

DNV Imatis.com

Ingrid Stamm

Zendesk has halted roadmap development for Sell, so no new additions and improvements can be expected for this product in the foreseeable future.

Dear Shawna James - it is not just "any one piece of feedback", but an issue for Sell users for more than 2,5 years. I understand Sell was initially bought in as a different product and added to Zendesk, but for us as reseller partner, several potential clients have decided for alternative solutions due to the fact that Sell & Support contacts don't sync. So this is something Zendesk should prioritize. 

Hello everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

I wanted to note that we have received and logged this feature request for our PM team to review. At this time, I do not have an update on status for this specific feedback request but should we have more information to share about any prioritization or plans, our product team will be in touch on this thread. Please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. For others interested in seeing this feature please continue to add your support and use cases, and thank you for doing so!

If you are interested in learning more about plans for our Zendesk Suite, please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

You could consider setting up an automated workflow using third-party integration tools like Zapier or Integromat. These platforms can help you create custom workflows that connect different apps and trigger actions based on specific events. These platforms allow you to connect different software applications and automate workflows by creating "zaps" or "scenarios."

For instance, you could set up a zap or scenario that triggers when a new contact is added in Zendesk Sell, and then automatically adds that contact to Zendesk Support. This way, you can achieve contact synchronization between the two systems even if they don't natively support it.

A potential workaround could involve modifying your data before it reaches Zendesk Support to conform to its naming convention. While this requires manual intervention and data manipulation, it might be a temporary way to get around the limitation until a more comprehensive solution becomes available.

I am very surprised that Zendesk is not commenting on this post. We have used Zendesk Support and now we want to include Sell in our portfolio, but there is no connection between Sell and support, sell is to be consider as any other 3party integration. This made us look for a new supplier of both support and crm system...

This is a major problem for us. Our sales team has been using Sell for a couple years and we purchased Support licenses based on the premise it would help increase transparency between departments and be able to share valuable information.

It's so frustrating to have had those conversations with the Zendesk Sales team only to find out they are completely separate and now we have to look at a 3rd party API to share information between 2 modules from the same company. 

This should be enabled by default so that contact records are unified and can give a view of all contact points for each customer.