If you integrate Zendesk Sell with Zendesk Support, you can access your support tickets in Sell and view your Sell data from your support interface. This provides easier access to the most important information about your contacts and also facilitates communication between sales and support teams.
Integrating Zendesk Sell with Zendesk Support means you and your team have a complete view of your customers within Sell. When you click on your contact in Sell, the integration enables you to view their communication history with support and all their tickets (starting with unresolved tickets).
Note: This feature requires you to have any Zendesk Sales plan and Zendesk Support Team, Professional or Enterprise plan.
This article covers the following topics:
- Understanding Ticket Connections for Sales Users
- Help your sales team communicate better across departments
- Request tickets on behalf of clients
- Help your support team
Understanding Ticket Privileges for Sales Users
All users with a Zendesk Sell account can access Support with limited permissions (by default, the role in Support is the Contributor role). It is used by integrations to grant access to support and obtain ticket data. To fully understand customer tickets, add your reps to all groups in support that can assign these tickets.
Permissions for the Sales Rep role in Support typically prevent them from viewing tickets that have not been assigned to any group. If this is the case, create a trigger that assigns any new ticket to one of the groups the sales rep has access to.
If a sales rep has only a Contributor role in support, this means they do not have permission to create end users. If a Contributor creates a ticket on behalf of a contact who does not yet have End User Support, the Contributor will be the requester of the ticket. Thus, a note with the actual requester data (of the sales contact) is automatically added to the ticket, and the agent taking the ticket can specify the correct requester, so the ticket response is sent to the contact.
Help your sales team communicate better across departments
To improve deal closing and renewal rates, sales reps preparing to speak with a contact need to be aware of any issues reported via a support ticket and view the information most relevant to that contact.
With the Zendesk Sell and Zendesk Support integration, sales reps can stay on top of all communications with their contacts without leaving the Sell interface. When the email address or phone number of a prospect or contact in sales matches the requester data in support, the ticket is automatically displayed within the ticket widget in the sales object card.
To improve clarity and prevent incident overload, the Tickets widget shows only the most important open tickets. You can see all tickets (including resolved tickets) in the browse tickets view.
On the Contact Company card, you can see the tickets associated with that company's employee's email or phone number and company name (if it's the same organization in support). For transactions, only the primary contact's tickets are displayed. Note: If the company has many employees, Sell cannot display all requested tickets. Instead, Sell will only display the 100 tickets for the most recently contacted employee.
Request tickets on behalf of clients
Problems are sometimes reported during sales meetings, or sales reps may receive information about problems because they are the customer's primary point of contact.
Sales reps can submit a ticket directly in Sales on behalf of a customer by clicking the (+) on the ticket widget and filling out a short form about the issue. For clarity, the ticket description is added as an internal note, visible only to support staff. When an agent responds to a ticket, the public reply will be sent directly to the customer.
When a ticket is requested on behalf of a customer that does not yet exist in support, the customer's email address and phone number are passed to support to ensure smooth communication with the agent.
Help your support team
Integrating Zendesk Sell and Zendesk Support enables support agents to easily gain background on customer sales and pass on sales-related insights to the sales department. For more information on this feature, see Using the Zendesk Sell App in Support.