All users with a Zendesk Sell account can access Support with limited permissions, (by default the role in Support is the Contributor role). The integration uses this to grant access to Support and fetch ticket data. For full visibility of customer ticketsadd your Sales representatives to all of the groupsin Support where those tickets can be assigned.

销售代表的角色的权限Support often prevents them from seeing the tickets that are not yet assigned to any group. If this is the case,create a triggerthat assigns any new tickets to one of the groups that the Sales representatives have access to.

If a Sales representative only has 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 contacts that don’t yet have end-users in Support, the Contributor will be the requestor of the ticket. Therefore, a note with the actual requester data (of the Sell contact), is automatically added to the ticket, and the agent who takes the ticket can specify the correct requester, so the ticket response is sent to the contact.

To increase closure rate and renewal of deals, a Sales representative preparing for a call with a contact needs to know about any issues that have been reported through Support tickets, and to see the most relevant information relating to that contact.

With Zendesk Sell and Zendesk Support integration, Sales representatives can stay on top of all communication with their contacts without leaving the Sell interface. When email addresses or phone numbers of a Lead or a Contact in Sell match with requester data in Support, the tickets are automatically displayed inside theTicketswidget of a Sell object card.

To promote clarity and prevent events overload, the Tickets widget shows only the most important unsolved tickets. You can see all of the tickets in theBrowse ticketsview, (including solved tickets).

Sometimes issues are reported during sales talks, or a Sales representative may receive information about an issue because they are the main contact for a customer.

A Sales representative can submit a ticket on behalf of a customer, directly in Sell, by clicking (+) on theTicketswidget, and filling in a short form about the issue. For clarity, the ticket description is added as an internal note, visible only to Support staff. When the Agent responds to the ticket, the public reply is sent directly to the customer.

When a ticket is requested on behalf of a customer that does not yet exist in Support, the email address and phone number of the customer is passed on to Support to ensure a smooth flow of communication for the agent.

Integrating Zendesk Sell and Zendesk Support enables support agents to easily familiarize themselves with the context of customer sales and to pass sales-related insights on to the Sales department. For more information about this feature, seeWorking with the Zendesk Sell app in Support.